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want the forklift to stop. Proper procedure is to always have a boat on the ramp so the forklift
never waits. Now, in regards to our four tier system, if the forklift comes down the ramp and a
child runs out in front of the forklift or a car is parked in the way, efficiency comes last. Safety
and courtesy and experience supersede efficiency, but our goal as a marina is to run everything
as efficiently as possible.

In addition to operating under this four tier system we regularly conduct surveys and adjust as
needed.
Our pontoon boat renters receive a survey three days after their cruise via email to determine
satisfaction after their rental. This asks questions about cleanliness, check-in procedure, online
reservation process and friendliness of crew. Looking at our 2017 results I noticed that our
online reservation system is still received well, scoring a 4 or 5, but this is a slip from our
previous year’s results. But it will be taken care of with the new online reservation system we
will launch in 2018. Our friendless of outside and inside crew is overwhelmingly positive at a 5
out of 5. Our “after cruise” boat return experience is only at a 4, but, this has improved from an
average of 3! And I see no problems with people wanting to return AND with referring friends.

So YEA!

We have a survey to check our winter storage satisfaction. This email is sent shortly after they
pick up their boat at the start of the spring boating season. This year we noticed a trend. The
boats were not ranking a 5 on cleanliness at pick-up. We did not change our procedure, but
somewhere in the communication cycle we have a disconnect. I believe, we need to change our
words to “wash off dust”. We spend a great deal of time cleaning each boat so it’s
disappointing when our quality is not matching the customer score, but it’s also good to get this
feedback.

Our customer satisfaction is
also built into our system
through our Welcome Gift
activity. For over 15 years we
have given every dockage and
dry stack customer a
“welcome gift”, typically it’s
a sweatshirt. It’s a unique
design created just for them!
The store staff is trained that
this is the opportunity for our
customers to visit the store
and receive a gift. It’s a big
deal! People wait and get
excited over the upcoming
design.

We maintain very clean grounds to improve our customer experience. Five years ago we
installed picnic tables in our green space. We also have nautical Adirondack chairs for visitors.

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