Collaborative effort between the MRAA board and leading manufacturers and suppliers focuses on driving improvements in the customer experience. By Matt Gruhn, MRAA President In the world of major unit retail, stark differences exist between the auto and marine industries. Major unit sales volume, alone, drives the bulk of the
The relationship among dealers, manufacturers and customers is more critical than ever. By Matt Gruhn, MRAA President In 2018, an eye-opening report surfaced about the health of the marine industry. It revealed the attrition rates of first-time boat buyers. Close to 40% were selling their boats and leaving boating within
As a boat dealer it is almost a guarantee that you have had repeat customers. Those customers provide such a great feeling. You sold them a boat and then they came back. You did a fantastic job with the first sale. Then service took over and made the customer feel
• Minnesota dealership creates a boat drop-off lot for its storage and winterization customers No one would fault a boat dealer if they chose to maintain the status quo during the seasonal shift from summer to fall, where demand for their Service Department’s time is at its maximum. Demand for
By John Spence, johnspence.com Trust is a complex idea built on multiple pillars, such as honesty, integrity, reliability and competence. In the marine retail context, this translates into transparent pricing, consistent quality and the provision of expert advice. When a customer makes a significant investment, such as buying a yacht,
• Create a more efficient, effective and resilient dealership that delivers an industry-leading customer experience To properly evaluate your dealership, you need to think like an eagle. According to allaboutvision.com, raptors (birds of prey) have superb vision at a distance, but the eagle is supreme with the ability to see
• Customer Experience – A Winning Strategy in a Softening Market By Liz Walz “Competing on price is a loser’s game … Competing on product has also become really difficult.” So writes customer experience expert and Dealer Week 2022 Opening Keynote speaker Dan Gingiss in the introduction to his book,
Your service department holds the key to a quality customer experience. With the twists and turns of every new season, the needs and demands of boater buyers and owners change. These evolving needs, of course, are brought on by the ever-changing economy, technological advances, product development, consumer sentiment and satisfaction,
