Boating Industry

December 2014

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10 | Boating Industry | December 2014 [ 2014 Top 100 ] www.BoatingIndustry.com towards that goal with an opportunity to af- fect change helps keep you focused." Boosting CSI scores Strong's Marine, Mattituck, N.Y., spent a good portion of 2013 working on improving its CSI scores. "While all of our employees and manage- ment lived by our motto of 'Home of Super Service' we felt that we needed to expand on exactly how passionate we all were about the company we worked for and the product we deliver every day," said president Jeff Strong. Strong's redefi ned the motto to its new purpose, mission and core values to refl ect that emphasis. Purpose: We believe that time on the water enriches lives and brings people closer Mission: We are dedicated to fulfi ll- ing dreams by creating life-enhancing recre- ational possibilities, one family at a time Core Values: S-Super Service T-Team- work R-Respect O-Ownership- N-Nurture G-Growth S-Seek Fun "We are working to instill a company cul- ture based on these values," Strong said. "When we hire new employees we make sure they will fi t into our culture so we are able to offer our clientele 100 percent satisfaction along with a focused team that works well together." In 2013 Strong's revamped its CSI sur- veys, inspired by Fred Reichheld's "Ultimate Question." Scores and comments are closely monitored and tracked in a log. Immediate action is taken to resolve any issues. If there are specifi c concerns mentioned, the client's sales or service contact will call to make sure they understand the full nature of the issue, acknowledge it and work to resolve it in a fair and open way. A complete monthly CSI summary is emailed and/or handed out to all employees company-wide, summarizing manufacturer, internal CSI, and Team Core Values scores including policy work from current year and previous year. Service advisers, parts and yard managers and the shop foreman have incen- tive programs that tie in CSI numbers (manu- facturer and internal) on a quarterly basis. In order to receive the incentive pay certain cri- teria for CSI must be met. Boat show success Finding the right balance of expense and benefi t is always a challenge at boat shows. Advantage Yacht Sales, Newburyport, Mass., has been making the most of its boat show space by partnering with other companies to showcase the boating lifestyle. "The challenge isn't so much competing against the other dealers, but simply commu- nicating the joy, enjoyment and value of boat- ing," said president Douglyss Giuliana. The company has also invited a few re- cent owners to sit in the booth for a few hours and simply talk to prospects and tell stories of their time on the water. The owners receive show tickets and a small gift for their time. They provide credible information and advice to prospects and are better at telling their sto- ries of fun, Giuliana said. Advantage has also combined booth space with SailTime bases in Boston and Rhode Island and with two sailing schools. $2.14 BILLION Total revenue for the Top 100 and Hall of Fame THE AVERAGE TOP 100 DEALER LOCATIONS: .......................................................2 YEARS IN BUSINESS: .......................................40 SALES EMPLOYEES: ..........................................5 SERVICE EMPLOYEES: .......................................9 TOTAL EMPLOYEES: ........................................29 MEDIAN REVENUE: ....................... $9.8 MILLION NEW BOATS SOLD: ..........................................97 USED BOATS SOLD: .........................................52 Advantage Yacht Sales partners with other vendors to get the most out of boat shows. Average Top 100 service effi ciency 78.34 %

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