Water Sports Foundation Reports Pandemic Spike in Online Boater Education

– National Boating Safety Experts Say the Pandemic Likely Created a Surge in Boater Education and an Unprecedented Shift to Virtual Training

ORLANDO, Fla. – March 16, 2022 – The Water Sports Foundation reports a major surge in boater education enrollment across the nation, marked by new online delivery trends. As the non-profit educational arm of the Water Sports Industry Association (WSIA), the Water Sports Foundation attributed the surge to record-setting growth in recreational boating activity and a 35% increase in first-time boat ownership in 2020, brought on by the COVID-19 pandemic.
Water Sports Foundation news: Boater Education
“We are pleased to report that demand for boater education is on the rise,” said Water Sports Foundation Executive Director Jim Emmons. “With 415,000 first-time boat buyers taking to the waterways and traditional classroom instruction temporarily stymied in 2020 and much of 2021 due to COVID mandates, there was initial concern that new boaters might not have access to critical boating safety education. However, an informal survey of several leading boating safety education providers conducted by the Water Sports Foundation has revealed a positive uptick in instructional enrollment along with emerging trends in online delivery methods.”

Dave Fuller, director of education for the U.S. Coast Guard Auxiliary’s Recreational Boating Safety Programs, oversees the organization’s robust national training program. It includes a mix of traditional, instructor-led classroom modules (which have resumed), along with live instructor-led virtual classes which were launched in the Spring of 2020 in direct response to the pandemic.

“The pandemic focused our attention on quickly providing the means for our local units to resume teaching boating safety during a time that classroom teaching was impossible,” said Fuller. “The need for education is ongoing and remains a critical factor in reducing accidents so boaters can make better decisions and enjoy safer time on the water.”

While live classroom training is back, the U.S. Coast Guard Auxiliary now offers a mix of both live and virtual training options, which Fuller expects will be “the new norm” going forward.

“The temporary approvals from NASBLA (National Association of State Boating Law Administrators) and the states to deliver education by virtual means will become a standard method of education delivery alongside classroom delivery,” Fuller said.

NASBLA is a national nonprofit 501(c)3 organization that develops public policy for recreational boating safety and represents the recreational boating authorities of all 50 states and U.S. territories. It provides a variety of resources including training, education standards and more, working through a national network of thousands of professional educators, law enforcement officers and volunteers which affect the lives of more than 76 million American boaters.

According to NASBLA Education Director Mark Chanski, the number of individuals earning boating certificates has been on an upward swing since the pandemic, which was initially problematic in states that required in-person boating education. In response to this dilemma, NASBLA’s executive board approved the use of virtual technology in April 2020 to deliver boating education for a 90- day period to flatten the curve. As the pandemic surged, that emergency authorization was extended on multiple occasions and is currently in effect through December 31, 2022, as new guidelines are proposed. To date, Chanksi says 31 states are allowing the use of virtual technology to deliver boating education to meet their requirements that lead to boating certification.

“During this time, it became clear that the use of virtual technology had many advantages and the NASBLA Executive Board authorized the development of permanent guidelines that will allow virtually taught boating education permanently,” Chanski said.

As a result, boaters today have greater access to boating safety education than ever before, live or virtual led sessions, to online recorded courses that cover the basics, to a plethora of published content available via blogs.

Chris Edmonston, president of the BoatU.S. Foundation, says his organization offers multiple boating safety programs, ranging from a free online basic boating course approved for most state education requirements, to more than a dozen online advanced courses and on-water boat handling courses. The organization leverages current technology to package and provide programming through multiple platforms.

Kalkomey Enterprises’ Rebecca Medeiros who oversees agency relations said her organization offers four NASBLA- and state-approved online courses which include state-specific boating safety information adhering to national standards, along with interactive courses found at ilearntoboat.com and a standard online course at boat-ed.com.

“Our courses are created with emphasis on student user experience, curriculum development, and engaging interactive elements supported by videos, animations, and more,” Medeiros said. “Our former text-based course with video and interactive elements has transformed into a fully interactive experience that positions students in the virtual driver’s seat, incorporating elements of gaming with rewards, consequences and motivational achievements.

“Students can cruise through a self-guided learning experience at the helm while experiencing everything from putting out an onboard fire to docking the boat under various wind conditions,” Medeiros added.

Besides the notable increase in course completions during Covid, Medeiros said the pandemic also provoked a swell of participation in online boating forums. Hot topics including paddlesports education, advanced hands-on training and mandatory boater requirements were among the most popular discussions in boating circles across the U.S., she said.

Beth Spilman, executive director of the American Canoe Association (ACA), says education and safety ranks #1 for products and services sought by her organization’s members who are part of a network of more than 500 local affiliated clubs and organizations. Members range from elite level racers and internally recognized instructors to novices and beginning paddlers.

“As has been noted in both participation studies and research and corresponding sales and purchasing habits during the recent COVID years, the public interest in outdoor recreation activities has spiked in recent years. Paddlesports are no exception, and the number of people purchasing paddling equipment has skyrocketed,” Spilman said.

“At this time, ACA conducts primarily in-person, experiential training and education,” she added. “We have begun hybrid and online programs within the past few years and have secured both federal and non-federal funding to expand our hybrid and online offerings in order to reach and serve more people with relevant, quality, and engaging paddlesports education and materials.”

NauticEd, a boating safety educator specializing in the sailing niche, has trained more than 100,000 sailors. NauticEd includes a series of online theory classes, coupled with an optional on-water, one-on-one training component taught by certified instructors. Director of Education Grant Headifen says online course sign-up rose significantly during the pandemic.

“People needed something to do and going online to learn made it simple to gain sailing theory knowledge while they waited to get back out on the water,” Headifen said. “Additionally, people have retrained themselves to work in a digital environment from home and so digital self-education has become the new norm. We provide easy and inexpensive access to the information which contributes to the overall trend. The easier the access, the more people will consume information.”
WSF logo
For an abbreviated listing of boating safety and educational providers, visit the National Boating Safety Resource Center: Boating Safety Education – Water Sports Foundation

About The Water Sports Foundation
Headquartered in Orlando, Florida, the Water Sports Foundation is the non-profit educational arm of the Water Sports Industry Association (WSIA.net). Since 2011, the WSF has received U.S. Coast Guard boating and paddling safety outreach funding through their non-profit grant program. The Sport Fish Restoration and Boating Trust Fund administered through Congressional action provides funding for the U.S. Coast Guard’s recreational boating safety initiatives. For more information contact the WSF at 407-719-8062 or visit www.watersportsfoundation.com

MRAA Adds Boatyard as Partner Member, Service Efficiency Sponsor

MINNEAPOLIS, March 16, 2022 — The Marine Retailers Association of the Americas announced today that Boatyard has joined the MRAA as a Partner Member and was named the official Service Efficiency sponsor for its Spotlight program in March. This month’s Spotlight delivers insights, strategies and best practices for boat dealers to employ in their efforts to get service customers back on the water faster.
Boatyard
Boatyard helps dealers shorten their Repair Event Cycle Time (RECT) through their flagship product, the Boatyard customer communication platform. This platform works in conjunction with dealership management software to help dealers offer a modern customer experience for boat owners, all while reducing the amount of work required by their teams. Current customers of Boatyard save up to 8 hours of work a week by:

     •Proactively communicating with customers through one-click messages and status updates
     •Directly sharing photos and videos of jobs from the Boatyard Pro field app
     •Centralizing an order timeline and internal notes to reduce errors
     •Automating reminders for digital quotes and invoices to help reduce accounts receivable
     •Collecting credit card information and document signatures up front through their robust online booking tool and custom mobile apps

“At Boatyard, we help our customers offer an incredible and personal experience for their boaters long after the sale has closed, particularly when it comes to service. It is equally important that we help service teams save time and cut the administrative backlog that is currently required just to keep their departments running,” said Katy Judge Fairman, Director of Business Development for Boatyard. “There could be no better partner for us than the team at MRAA, who work tirelessly to help improve results for service teams and to raise awareness of the incredible experiences our industry can provide.”

The MRAA Service Efficiency Spotlight program includes a comprehensive portal to help dealerships address the emerging topic of RECT, which in effect measures the amount of time that it takes for dealerships to complete service work. These cycle times have increased significantly since the onset of the pandemic, due in large part to the perfect storm of supply chain issues, lack of available technicians and a significant increase in demand and pressure on dealership service departments.

“The downside consequence of the significant growth our industry has experienced has certainly been the length of time it’s taking to get parts and get boats serviced and back on the water,” says Matt Gruhn, MRAA President. “This focus on helping dealers create more efficiencies, implement best practices and ultimately get customer boats serviced, we expect, will help dealers make more money in service, and we are so appreciative of Boatyard’s support of this important effort.”

The MRAA’s service department resources, which come to life through articles, blogs, templates, case studies and best practices, can be found at www.MRAA.com/ImproveRECT.

About the Marine Retailers Association of the Americas
At the Marine Retailers Association of the Americas, we believe that for the marine industry to thrive, the retail organizations that interact with the boaters in their community must thrive. With that in mind, MRAA works to create a strong and healthy boating industry by uniting those retailers, providing them with opportunities for improvement and growth, and representing them with a powerful voice. For more information, visit MRAA.com or contact us at 763-315-8043.

About Boatyard
Founded in 2015, Boatyard’s mission is to improve the experience of boat ownership through technology. Boatyard began as an on-demand consumer service engine, driving consumers to marine businesses while helping boaters navigate the murky waters of ownership, repairs, and maintenance. In 2021, Boatyard launched a brand-new version of their flagship product – an easy-to-use customer communication platform that transforms the boat service experience for boaters and service providers alike. Now, Boatyard continues to innovate and pushes the barriers of our industry to bring groundbreaking user experiences to boaters and businesses of all sizes. Boatyard’s customers range from small service businesses to multi-location retail operations, including MarineMax, Huck’s Marine and Resort, and Y Marina. More information on Boatyard can be found at www.boatyard.com/business.

Contact:
Katy Fairman
Boatyard
katy@boatyard.com
954-756-7462
www.boatyard.com/business

Matt Gruhn
MRAA
matt@mraa.com
763-333-2421
www.mraa.com

Nominations Now Open for Sea Tow Foundation Boating Safety Advisory Council

Southold, NY, March 16, 2022 – The Sea Tow Foundation is now accepting nominations for membership in its national Boating Safety Advisory Council, with applications being accepted through April 19, 2022. New appointees will be chosen by the current council and executive committee, notified in mid May and serve a two-year term beginning June 1, 2022.

Boating Safety Advisory Council According to Sea Tow Foundation Executive Director Gail R. Kulp, the Boating Safety Advisory Council is currently comprised of 20 leaders representing all segments of the for-profit recreational boating industry. Council members attend bi-monthly teleconference meetings to consult on numerous boating safety topics, participate in a variety of boating safety initiatives and are actively engaged in producing and judging the annual National Boating Industry Safety Awards.

“The Sea Tow Foundation’s Boating Safety Advisory Council has contributed significantly to raising awareness of boating safety within the recreational boating industry,” said Kulp. “Having top boating industry leaders actively engaged in this council and in boating safety initiatives has no doubt boosted the overall awareness and the importance of boating safety throughout the industry.”

Nominees should be gainfully employed full-time in the for-profit segment of the recreational marine industry, working in leadership and/or decision-making roles within their organizations. Candidates should have full support of their organization, coupled with an expressed interest in boating safety.

“We are filling key slots for several members whose terms are expiring, all of whom have contributed greatly to our council efforts,” said Kulp. “We are particularly interested in replacing key areas of representation including sailing, paddling, water sports, marine media, retail, manufacturing and industry associations.”

Outgoing council members successfully completing their terms include David Connolly, Thomas H. Connolly and Sons, Inc.; Jim Emmons, Water Sports Foundation; Kevin Falvey, Boating Magazine; John Jost, consultant; Captain Keith Lake, MarineMax; Nic Thomas, Freedom Boat Club; Stephanie Vatalaro, RBFF; and Annamarie Worrell, Emerald Coast Marine Group.

Remaining members of the Sea Tow Foundation Boating Safety Advisory Council include Shannon Aronson, ABYC; Laura Barry, West Marine; TK Krumenacker, AAA Insurance; Captain Bob May, Bob’s No Wake Zone Boating Radio Show; Tyler Mehrl, Mercury Marine; Mark Pillsbury, Cruising World Magazine; Adam Quandt, Boating Industry magazine; Scott Rath, Uflex USA, Inc.; Angie Scott, The Woman Angler & Adventurer; Eric Shepard, retired; Chad Tokowicz, MRAA; and Leslie Zlotnick, Yamaha Watercraft Group. The council’s executive committee includes Kristen Frohnhoefer, Sea Tow Services International; Gail R. Kulp, Sea Tow Foundation; and Wanda Kenton Smith, Kenton Smith Marketing.

To nominate yourself or another individual for membership to the Sea Tow Foundation’s Boating Safety Advisory Council, please visit www.boatingsafety.com/page/stfbsac

Sea Tow Foundation
With a vision of a world where boaters are safe and responsible, the Sea Tow Foundation – a 501(c)(3) nonprofit organization – was established in 2007 by Sea Tow Founder Capt. Joe Frohnhoefer. After his passing in 2015, Captain Joe’s legacy continues as the Foundation provides access to education, tools and resources in order to eliminate preventable boating-related accidents, injuries, and deaths. For more information on the Sea Tow Foundation and its programs, visit BoatingSafety.com.

Minnesota Recreational Boating Industry Stands Up for Boater Education

ST. PAUL, MINNESOTA, March 16 — The Marine Retailers Association of the Americas applauds members of the Minnesota recreational boating industry for their support of a Minnesota Boater Educational Bill during a Senate Committee on Environment and Natural Resources Policy and Legacy Finance committee. Jeremy Wiczek, Sales Manager at Nisswa Marine., Gabriel Jabbour, Owner of Tonka Bay Marina, and Jill C. Sims, Manager of Great Lakes Policy and Engagement for the National Marine Manufacturers Association all testified in support of the bill.

SF 3392 will phase in mandatory boater education in Minnesota and set up educational requirements for boat rental operations. This carefully drafted bill included input from a large group of stakeholders ranging from boat dealers, manufacturers, rental operations, lake-property owners and members of the tourism sector, all of whom support this initiative. This bill is being introduced in response to a massive increase of boaters on Minnesota’s already crowded waters.

“With over 18 years of experience in the boating industry, I have seen firsthand the increase of boaters on Minnesota waters,” says Jeremy Wiczek, Sales Manager at Nisswa Marine. “Marine dealers stand behind SF 3392 and boater education, as it is a piece of common-sense legislation that will only improve the fabric of Minnesota’s boating community by putting safer operators on the water.”

Currently, there are more than 825,000 registered boats on Minnesota waters, making it second to Florida. Furthermore, boater sales skyrocketed during the COVID-19 pandemic, putting an unprecedented number of new boaters on the water and emphasizing the need for more boater education.

“While Minnesota boasts the second most registered boats in the country, where we are falling behind is in boater education and safety training,” says Jill C. Sims, Manager of Great Lakes Policy and Engagement, NMMA. “Of the top 10 boating states by registration, Minnesota is the only state that does not require boater education that extends beyond youth. The recreational boating industry has long championed proactive education measures and this move from the Minnesota legislature is a great step toward ensuring our boaters are safe on and near the water.”

Boater education in Minnesota is supported not only by the recreational boating and fishing industry, but also law enforcement and by conservation, environment and lake association organizations like the Minnesota Lakes and Rivers Advocate and MNCOLA. This bill will better align boating with other recreational products in Minnesota by creating an accessible education course for boaters while also tailoring the course to deliver key messages for Minnesota residents, like how to stop the spread of aquatic invasive species.

If you have any questions about SF 3392, or would like to learn more, contact Chad Tokowicz, Government Relations Manager, MRAA, or click one of the links below:
–Boater Education One Pager
–Coalition Letter of Support
–Fishing and Boating Organizations Letter of Support

About the Marine Retailers Association of the Americas
At the Marine Retailers Association of the Americas, we believe that for the marine industry to thrive, the retail organizations that interact with the boaters in their community must thrive. With that in mind, MRAA works to create a strong and healthy boating industry by uniting those retailers, providing them with opportunities for improvement and growth, and representing them with a powerful voice. For more information, visit MRAA.com or contact us at 763-315-8043.

MRAA Joins Coalition to Submit Formal Recommendations to ‘America the Beautiful’ Initiative

WASHINGTON, D.C, March 16, 2022 — The Marine Retailers Association of the Americas and 44 other members of the Hunt Fish 30×30 Coalition submitted formal comments to the Federal Register regarding the American Conservation and Stewardship Atlas, a key component of the Biden Administration’s “America the Beautiful” Initiative, also referred to as “Thirty by Thirty.” The recommendations urge the Administration to identify the lands and waters considered to be “conserved” based on conservation outcomes rather than arbitrary criteria. The groups also highlight the importance of working with entities such as state fish and wildlife management agencies, regional fish and wildlife management authorities, tribes, conservation-focused NGOs and private landowners who are most knowledgeable and best equipped to advance pragmatic and successful conservation efforts throughout the U.S.

“Thirty by Thirty” is a global initiative started by the environmental community that seeks to protect the Earth’s biodiversity and address climate change by protecting 30 percent of the planet’s lands and waters by the year 2030. “Thirty by Thirty” proposals were originally linked to global land and water protected area targets established by the United Nation’s Convention on Biological Diversity.

“We are honored to endorse the recommendations made by the Hunt Fish 30×30 Coalition, as this group ensures that conservation is done in a way that preserves access for boater, anglers, hunter and all other types of outdoor enthusiasts,” said Chad Tokowicz, Government Relations Manager for the MRAA. “Users of these resources are the best conservationists and it is imperative the we develop a 30×30 plan that includes those who have been lifelong stewards of the very resources it seeks to benefit.”

The Hunt Fish 30×30 Coalition’s recommendations reflect the priorities first outlined in the “Hunting and Fishing Community Statement on the 30×30 Initiative” that was developed in response to “Thirty by Thirty” legislation introduced at the state level in 2020. In the statement signed by 66 sporting-conservation organizations, the Coalition highlights the important role sportsmen and sportswomen have played and continue to play in the conservation of fish, wildlife and natural ecosystems in the United States.

Recognizing this history of conservation successes, the current recommendations present an opportunity to advance pragmatic, effective conservation efforts while identifying several existing measures that should be included in the Atlas. The updated recommendations focus on empowering the entities best equipped to identify and advance effective conservation solutions by strongly encouraging the Administration to partner with these organizations during the development of the Atlas. Furthermore, the recommendations provide critical details on what the sporting-conservation community believes should and, often more importantly, should not be included as criteria for inclusion in the Atlas.

The organizations believe that for America the Beautiful to be successful, the following fundamental elements must be included in any “Thirty by Thirty” policy:
•Clearly defining “conservation” to support the active management and sustainable use of our nation’s public trust fish and wildlife resources.
•Collaborating closely with entities devoted to achieving measurable biodiversity conservation objectives, including:
oState fish and wildlife management agencies
oRegional fish and wildlife management bodies
oMembers of the sporting-conservation community
oThe more than 500 federally recognized Native American tribes
oPrivate landowners (through voluntary, incentive-based opportunities)
•Recognizing and including all efforts directly contributing to biodiversity conservation in the forthcoming American Conservation and Stewardship Atlas, including those on lands managed for multiple uses.
If you would like to learn more about the America the Beautiful initiative and opportunities for you to get involved reach out to Chad Tokowicz, Government Relations Manager for the MRAA, at Chad@mraa.com, or 978-569-5127.

About the Marine Retailers Association of the Americas
At the Marine Retailers Association of the Americas, we believe that for the marine industry to thrive, the retail organizations that interact with the boaters in their community must thrive. With that in mind, MRAA works to create a strong and healthy boating industry by uniting those retailers, providing them with opportunities for improvement and growth, and representing them with a powerful voice. For more information, visit MRAA.com or contact us at 763-315-8043.

Building Your Service Process Map

By Bob McCann, MRAA Lead Certification Consultant

  • How this simple task closes the gap between dealership expectations and dealership results

As a dealership manager, you know how you expect your employees to operate. You know the steps they should take when a boat arrives for service, as each boat goes through maintenance or repairs, and as each boat gets returned to its owner after the repair order is closed.

In most dealerships however, there remains a significant gap between the process that you believe exists, the individual and unique processes that actually exist with each different employee, and the processes that should exist to help you achieve your business goals.

The frustration that bubbles up in dealerships as problems occur and reoccur aren’t the fault of your individual employees. Those team members simply execute tasks the way they have been trained or told or the way they have seen others do it. What they need in those cases — to prevent problems from occurring in the first place, to identify and correct problems as they take place, to create consistencies across your business and to move your dealership from reactive mode to proactive mode — are documented processes, or process maps.

Marine Dealer Process Maps
Let start with the basics: What is a process map?

A process map offers a visual aid for picturing the inputs, activities, outputs, people, and resources involved in specific functions within your dealership. Process maps are created to document every step your business takes in delivering a product or service, and they are used to train employees and set the expectation for the steps to be followed by all employees, 100 percent of the time to ensure consistency across your business. Ultimately, they act as tangible blueprints to set the expectation for exactly how your customer is being served.

Documented processes are essential for well-run dealerships because, as you will find if you look closely enough, there are variants in the way specific tasks are being conducted by your employees. In today’s fast-paced environment where consumers’ expectations become higher and higher by the day, process maps are also critical to delivering higher quality services faster than ever before.

Another huge benefit of employing process maps in your dealership is that it frees up management to manage the big-picture part of the business while providing clarity and structure so the employees know what’s expected of them. Without such tools, managers field too many questions and stay bogged down in the day-to-day operations, unable to focus on strategic direction and oversight. And if you don’t believe me, just watch how many of your dealership principal colleagues are fielding phone calls and stepping out of the room during important dealer meeting presentations.

Creating a process map
With the heightened pressure on your service department and the related focus the industry has placed on reducing repair event cycle times, or the amount of time it’s taking for us to get customers back on the water, I’m going to focus on service department operations. If you want to learn more about sales department process maps, Certified Dealers can access a Guide to Improving Your Sales Process Maps in the Continuous Certification Course Fill the Gaps in Your Dealership’s Sales Process.

A service process map should start with an action or a trigger that puts the service process in motion. That trigger should, in some way, originate with the customer, usually through some form of a service inquiry. Many dealers think the service process begins at the write-up or check-in phase, but everything leading up to the check-in is a huge part of the experience and key to generating work for the department.

At famed customer service company Ritz Carlton, Founder Horst Schultze suggests that the first three touch points for a stay at one of their hotels sets the stage for the entire visit. If all goes well with reservations, the front door, and reception, the rest of the stay goes perfectly. However, if the ball is dropped in any of those first touch points, it will likely result in the guest looking and finding trouble later in their stay.

Note: I’m featuring several steps for building a great process map below. If you would like to access best practices for these steps, please visit here.

STEPS 1 and 2: Initial Inquiry and Scheduling
The same could be said for your service department. If you would like a customer’s experience in your service department to be more like a stay at the Ritz, shoring up those first touch points is crucial. Therefore, your process map should document how you want that initial inquiry and the scheduling of service to transpire, whether those communications take place over the phone, via email or texting or in person. No matter what method the customer uses, you should consider using an automated method of confirming and following-up with the customer.

STEP 3: Drop Off
The next step you should illustrate in your service process map, still before the check-in or write-up, is the drop-off. This step should focus on being welcoming and should not be challenging for the customer — with obstacles or tight spaces that make it difficult to maneuver a trailer. The beauty of maintaining a process map is that it allows you to examine all these transition points and either change, update or fill any gaps in your standard operating procedures that might leave the customer unfulfilled with the service experience.

STEP 4: Write-Up
The Check-In or Write-Up is the final touchpoint in the first impression a customer will have with your shop. The Service Writer or Advisor typically greets customers, listens to the problems they’re having, communicates to the technicians what that problem is, and then acts as the liaison between the dealership and the customer every step of the way. I like to tell dealers to ensure your process map covers the three Cs: Complaint, Cause and Correction.

Start by identifying or confirming the Complaint. That’s the mission of the Check-In or Write-Up, and the details of this phase should be outlined in the process map’s accompanying Standard Operating Procedures, including at a minimum the condition of the boat, promised ready date, upselling opportunities and offers, pre-approvals and payment.

STEP 5: Dispatch
Once the boat gets checked-in and the customer is certain their complain is heard with as much detail as possible documented, it’s time to Dispatch the service to the best technician, which could mean next available, or the technician with the skills or certifications that best match the need for resolving the complaint.

STEP 6: Repair
Completing Job or the Repair step in the process is typically represented by the same size square as others on the process map, but in reality, it’s the biggest part of the process and risks becoming bottlenecked when techs are pulled for emergencies or other non-tech work. The most important advice I can offer in this step is that your process map should document that your techs need to focus on work that only they can perform. Your technicians represent your only opportunity to generate revenue in service, and therefore, they should not be working on non-revenue generating tasks. Your process map should outline who — not the technician — should be portering boats, finding parts, searching for tools, or other administrative tasks.

Dealers should consider adding a critical team member to their service ranks to help improve the tech’s efficiency level — an Expeditor. The Expeditor role and terminology is borrowed from the restaurant business, where kitchens are challenged with getting food from various stations to tables while they are still hot and fresh. An Expeditor serves as the dispatcher, who announces to the stations to “work” a menu item and then signals them to plate the food with a “push” order. This keeps the kitchen talent working on the right orders at the right time ensuring hot and fresh food being delivered to hungry customers.

You, too, can enjoy this level of efficiency and effectiveness by adding an Expeditor, who, with a little time on the job coupled with some boat, engine and shop knowledge, will become your champion of efficiency. He or she can ensure the right boat is in the right place, with the right technician at the right time, every time. An Expeditor alone keeps the shop efficient and Service Writer focused on communicating and selling service to the boat owners.

When the job is complete and the tech has proudly signed off on the job that it was done right, the repair order should be completely documented with the other two Cs — Cause and Correction — so that anyone looking at the RO can thoroughly understand what the issue was and how it was fixed.

Step 7: Detail & Delivery
By now, as the Service Manager, you’re feeling that your service process is tight, and all goes smoothly for your customers. However, just as the Write-Up step served as a first impression, the cleanliness of the boat at customer pick-up or delivery will be the lasting impression. So, don’t let all these mapped out efforts go down the drain by delivering a dirty boat with greasy fingerprints.

Most dealers refer to this as Detail and Delivery, but I recommend you use the term “courtesy wash” to create an expectation of what’s promised. Be sure to include a well-timed courtesy wash that will leave a lasting glory for a job well done and the dealership. Service Writers can use the courtesy wash to motivate the owner to pick-up their boat on time by asking, “When are you picking up the boat? I want to have it courtesy washed for you so it’s clean when you pick it up.” Whatever process you document, don’t shortcut the delivery or pick up, lasting impressions are very profitable in the form of repeat and referral business.

The job isn’t complete until the customer is followed-up with. Customer feedback is so very valuable, whether positive or negative, and I recommend you include this follow-up into your process maps. The positives are valuable when they are shared with the crew; the negatives are your time to shine because emergencies don’t cripple your shop, everyone will learn from the mistake, and you can now update your process maps to prevent the problem from happening again and to ensure you delight your customers.

Updating your process maps
Once you have published your first version of a Service Process Map — first version, because an effective process map is a living document that should always be updated as new and better practices or methods are adopted — it is critical that you continue to learn how to improve them every single day. Your first pass at this won’t look the same after months of improvements are added in. You will make mistakes, but documented process maps give you the means to adjust and improve.

Updating you process maps is the cure for complacency, which is the first step toward mediocrity. Grow big ears and listen to your crew, listen to your customers, and get insight into new ideas, tactics, strategies and best practices from other sources, such as our team and our products and services here at the MRAA, as well as our fantastic partners, to help you continue to update your processes in pursuit of a better result and a stronger business.

Process maps benefit business like yours in so many ways. They help you focus your team on the customer’s perspective. They improve the start-to-finish process while improving cross-department communication. They serve as excellent training tools for new team members, and they will improve consistency across your team. Meanwhile, process maps boost efficiency by uncovering flaws, obstacles and bottlenecks that hold you back, like extra steps, activities, forms, reports, or approvals. Finally, process maps build transparency into your processes by providing you, the manager, with the big picture of gaps that exist between what you expect and what your business actually delivers to its customers.

This blog was published as part of MRAA’s focus on helping dealers get their customers back on the water more quickly. Check out more resources here.

Process Maps Increase Efficiency in Your Service Department

If your service department ran as smoothly as a well-oiled machine, there’s a great chance that you could improve upon your Repair Event Cycle Times and get more boats in and out of your shop while also reducing the stress on your staff and driving greater levels of revenue.

The path to getting to that point is quite simple. It’s through the creation and refinement of a service department process map.

Your service department requires great coordination, several contributors, the right parts inventory and a little bit of luck … all just to get a single boat repaired, let alone navigating a whole day’s, week’s or month’s worth of ROs.

There are several key elements of every service department’s success, and if any one step doesn’t go well, it can create a domino effect, hampering the entire system, delaying repairs, agitating customers, hurting your smooth system and reducing your potential.

Mapping those activities allows you to get more clarity on your processes, identify places for improvement and become more efficient. Your service manager and your service team should take the time to write down each step, from initial customer inquiry to post-service follow-up, as well as the details of what goes into each step.

If you haven’t yet process mapped your service department, here’s an initial set of steps you can start with:

  1. Initial Customer Inquiry
  2. Scheduling
  3. Write-Up
  4. Dispatch
  5. Parts
  6. Repair
  7. Quality Control
  8. Detail & Delivery

Note: To help MRAA Members further, view this page of best practices for downloadable recommendations and best practices that other dealers have offered and MRAA has compiled for your benefit. Check them out and implement them into your processes.

After you’ve mapped out your shop’s unique approach to conducting business, including those details mentioned above, you should go back and ensure each step is accounted for, and that you are taking the customer’s experience into account along the way.

While it takes time to create a process map that works for your dealership, the time spent working on your business will be worth the effort. If we can help you shorten up the time commitment or provide any guidance, you should enroll in the Marine Industry Certified Dealership program, which offers you a sample service process map as well as guidance from a Certification Consultant to make the process work perfectly for your dealership’s unique circumstances.

With a service process map in place, your dealership will become more efficient, you’ll be able to service more boats, and you’ll drive greater revenues at the same time.

Note: MRAA has an entire library of resources available to help you reduce the amount of time it takes to get customers back on the water. Check it out here.

Share Your Passion and Knowledge; Become a Dealer Ambassador

Imagine if you could share your knowledge of recreational boating and your passion for the industry in a way that ensures your voice is heard. Sometimes it feels like you share your thoughts only to be overlooked. There is a way to share your insights and ensure your educated insights on boating issues are seen and clearly heard. You can confidently continue your advocacy efforts and be part of larger team by becoming an industry ambassador. 

The MRAA is looking for more dedicated dealers to join our Dealer Ambassador program, because when dealers talk, decision makers listen! The Dealer Ambassador program is a team of dealers throughout the country who are willing to engage at a state and federal level on policy priorities of the recreational boating industry. These range from testifying Infront of Congress and your state legislature, to simply forging relationships with legislators in your state.

Currently, there are Dealer Ambassadors in every state but FOUR! We are currently seeking industry leaders in these states: South Carolina, New Mexico, West Virginia and South Dakota! The entire MRAA team is determined to add committed dealers in these states (and potentially others, too), so we have representation in every state of the union.

If you are interested in joining the Ambassador program or want more information, email Chad Tokowicz, Government Relations Manager.

Regal & Nautique of Orlando Appoints Kenton Smith to Chief Marketing Officer Post

February 23, 2022, Orlando, FL – As part of its continued growth, momentum and long-term direction, Regal & Nautique of Orlando (RNO) has named Wanda Kenton Smith its chief marketing officer with responsibility to direct and manage its internal marketing department and all associated marketing activities.

Kenton Smith, an award-winning marketer who brings more than 35 years of senior level, global marine experience to the organization, has worked with the retail dealership in a consulting capacity for more than five years.

“Regal & Nautique of Orlando has enjoyed a remarkable upward trajectory over several years and considering our aggressive plans for the future, we felt the time was right to enhance our internal marketing leadership,” said owner and GM Jeff Husby. “We’ve known and worked with Wanda for many years. She brings not only a passion for our dealership and the brands and products we represent, but a unique skill set and extensive experience that should positively support and impact our business growth.”

“I’ve long been a fan of Jeff Husby and Regal & Nautique of Orlando,” added Kenton Smith. “I’m so impressed by the significant growth the dealership has experienced which is attributed to the exceptional quality and caliber of the entire organization and its high-performance leadership team. I’m excited by the opportunity to become an integral part of this awesome team and to contribute to its continued growth and success.”

Kenton Smith’s career includes stints as editor of both b2b and b2c marine publications including serving as a current national columnist for both Soundings Trade Only and Boating Industry magazines; former VP of marketing for a major boat manufacturer; 13-year owner and president of a $20M full-service advertising agency and PR firm with 35+ global and national marine accounts; chief marketing officer of the world’s largest boat club; marketing chief for two leading marine retail organizations; former president of Marine Marketers of America; plus current marketing consultant and owner of Kenton Smith Marketing where she continues to manage a handful of national marine accounts.

ABOUT REGAL & NAUTIQUE of ORLANDO
Regal & Nautique of Orlando is the #2 ranked dealer in North America for 2021 according to the Boating Industry Top 100. The dealership is a multiple award-winner including a three-time consecutive recipient of the Marine Retailers Association of the America’s “Top Ten Greatest Dealerships to Work for in North America,” and was named “Dealer of the Year” by the Water Sports Industry Association in 2019. Its service department won the #1 “Best in Class” award 2x named by the editors of Boating Industry magazine. RNO has received dozens of top sales and service awards among the boat and engine brands it represents, along with the coveted National Marine Manufacturers Association CSI Award for both Regal and Nautique. Owner Jeff Husby was also named as a BOLD MOVES recipient by Boating Industry magazine for his significant leadership contributions and impact to the marine industry.

Regal & Nautique of Orlando represents new boat brands Nautique, Regal, Moomba, Supreme and South Bay Pontoons. The dealership also handles premium preowned boat sales and service. For more information about Regal & Nautique of Orlando, visit www.OrlandoBoats.com or call (407) 425-2628.

Recreational Boating Industry, Outdoor Recreation Partners Kick Off Aquatic Invasive Species Awareness Week

The recreational boating industry and outdoor recreation partners and agencies celebrate the Aquatic Invasive Species Awareness Week, which runs February 28 through March 4, 2022.

Aquatic Invasive Species (AIS) are aquatic organisms that invade ecosystems beyond their natural, historic range and whose introduction can cause significant economic and environmental damage to regions. While AIS are in every region of the U.S., several species are most visible to the recreational boating industry.

The Marine Retailers Association of the Americas continues to be an active partner to outdoor recreation and government agencies working to combat the spread of AIS by promoting changes in boat designs, boater education programs, and federal, state and local decontamination and inspection programs.

As the leading trade association for the North American boat dealers, MRAA has a responsibility to help prevent the spread of AIS, which cause long-term negative impacts to communities and ecosystems and threaten the future of recreational boating.

Industry stakeholders are encouraged to share resources with their networks and across their social channels, e-mails, and external communications with industry partners, including:
• North American Invasive Species Management Association (NAISMA) free webinars
• National Invasive Species Awareness Week free toolkit
• Three Things Boat and Trailer Manufacturers Can Do to Stop the Spread of AIS via LinkedIn
• “Clean, Drain, Dry: How Boaters Can Help Stop the Spread of AIS” via Discover Boating

The MRAA has been a long-standing partner in the fight against AIS, to learn more about our engagements click on the links below:
• Wildlife Forever and the MRAA Recognize May 15th as National Clean Drain Dry Day
• MRAA Joins Group Fighting Invasive Species
• Bill Take Aim at Great Lakes Invasive Species

For questions or additional information on AIS Awareness Week, please contact Chad Tokowicz, Government Relations Manager, at Chad@mraa.com