Keeping customers - MemberForum - Letter to the Editor

I am writing in response to your article "Industry Insider Turns Consumer" in the January 2004 issue.

I specifically want to address the issue of retention. I purchased a used 1997 28-foot center console directly from the manufacturer. I was in the market for a used boat and really liked the idea of purchasing from the manufacturer rather than a complete stranger. By purchasing from a small, custom boatbuilder located in my same city, I expected to receive some type of customer service. I was hoping that a one-on-one relationship with the manufacturer would help to ease the pain of first-time boat ownership and help the transition into a new, larger boat in three to five years. Was I ever wrong.

I can barely get a return phone call, much less answers to my questions. I receive more customer service from my dry cleaner than I do from a company that I spent $45,000 with. My initial plan was to move up to a new custom boat after learning the ropes on my used one. Based on the customer service I have received from them, I would rather take my $120,000 and buy a Mercedes.

The boat manufacturers could learn a lesson from the car companies in customer service and how to earn a customer for life, not just until the check is written.

Stephanie Gordon

Coral Gables, FL

COPYRIGHT 2004 Boat Owners Assn.
COPYRIGHT 2004 Gale Group