I was going about my normal boating news searches this morning when I stumbled across an article written by a stock analyst who had recently visited a handful of stores along Chicago’s Michigan Avenue. Like many of us, he has kids, and after being gone for a week on business, he was headed to the Disney store to pick up some “missed you while I was gone” presents before traveling home. Read more >>
Last week, I stayed at the Rosen Plaza in Orlando. It’s a potential home for the 2010 Marine Dealer Conference & Expo, and we were scouting the site to determine its capability of housing this growing event. We were on a tour with two of the facility’s sales managers when I happened to notice a vacationing middle schooler wearing a t-shirt with the letters “BMOC” proudly touting his claim that he was, indeed, the Big Man On Campus. The happenstance that I noticed this only provided a backdrop for what I had just experienced. Read more >>
A week before Christmas, I was delighted to receive a $100 clothing store gift certificate as a “thank you” for a favor I’d done for a family member. After a little research, I discovered the items I wanted to purchase with it were only available online. Now, I have to admit, I’ve never purchased clothing online because I like to try it on before I buy. This time, I made an exception. Read more >>
About 10 years ago, I learned a great lesson about finding a service shop you can trust. The anti-lock brake light was illuminated in my old Dodge Dakota, so I did what any naïve car owner would do: I took it to the closest shop, a national chain that promised impeccable brake service. Hours later, the store manager called with the news: I needed my brakes replaced. I was bemoaning the $800 quote over lunch with a buddy, and he recommended I take my car to “his guy,” who he promised would be trustworthy. Read more >>
By Chris Kourtakis, Owner, H20 Limos Marine Service — The October issue of Boating Industry magazine featured a story on preventing a blood bath. If we are to have a blood bath over the winter, will the dealers that survive have the resources to take care of the customers from the dealerships that went out of business? Or will customers be put on an infinite waiting list to have their boat serviced? Read more >>
Tags: customer service, Marine Dealers, OEM
It was the worst of circumstances, at least for a business trip. Up since 4 … bumpy flight … forgot to book the rental car … and the hotel … and late for two of our three meetings (traffic was horrible). All I wanted — all I needed — was sleep. We Pricelined a hotel from a Starbucks. A four-star establishment, The W seemed the perfect fit to wind down a hectic day. Until we returned from dinner. Read more >>
Tags: customer service
I had the unfortunate need to take my wife to the doctor the other day. The unfortunate part wasn’t necessarily that she had to go to the doctor; rather, it was the doctor’s decision to thrust technology into the center of the doctor-patient relationship. Maybe you’ve experienced this. You visit the doctor, she essentially interviews you regarding the symptoms and reason for your visit, and rather than showing any interest, she methodically punches all of your answers into a laptop. The experience, even for an observer, is all too unnerving. Read more >>
