Issue link: https://read.dmtmag.com/i/467551
www.BoatingIndustry.com 20 | Boating Industry | March 2015 Processes and profi tability drive the success of any service department, and we tend to focus on the technical aspects of the work: Create better procedures, do a better walk around, fi nd a new system to increase effi ciency. Service, however, is a people-centric department at its heart, and customer service is the heartbeat. Providing excellent customer satisfaction is the difference between the person who ruins a customer's day and the hero that wants nothing more than to get them on the water sooner. After all, the old saying goes that the sales department sells the fi rst boat and the service department sells the rest. Top-notch customer satisfaction is the ultimate retention tool. We combined suggestions and ideas from some of the industry's existing service superheroes. They highlight processes that indirectly lead to happy customers, as well as several ideas to implement within the dealership, but they all attribute one defi ning point to the success of the department: Focus on the people.