CC Customer Service - or Lack Of

[SGY]

Comparing a CC, which is usually fairly pedestrian looking to a blinged out MC or Bu, is not always the best thing for CC. On the surface at least, MC and Bu often times look superior--IMHO. I personally like the design cues and understated interiors used by CC. Not everyone agrees, however. My point is, all inboards look great on the show room floor. New CC's don't exactly stand out anymore when compared with other new inboards. The gap has closed in this regard. They do, however, show their mettle after a few years of use.

With this in mind, I'm not sure I blame CC or any manufacturer for wanting to be the exclusive brand. Why dilute your market by allowing sales competition in the same store front? The market is tight enough already. Also, wouldn't you want, as a manufacturer, your dealer to pay exclusive attention to your models so that your sales force and mechanics are famaliar with their brand. If you have two brands, aren't you splitting your attention? Not to mention, the fact that there is an appearance of a split in loyalty? With that said, I think Mid Ohio did it right by having multiple shop fronts.

I know MC pulled their line from Tommy's Slalom shop after 25 years of patronage when Tommy's took on Malibu. The reason: MC wants total loyalty and concentration on their brand in the small Colorado market. I doubt this was the reason CC pulled their dealership from Mid Ohio, assuming it was pulled. Mid Ohio had been operating that way for several years, I think.

[SNMike]

Here's another point to look at from the dealers position. I've been working for Manning Building Suppiles for 15+ years. We only deal with contractors, like myself, and owner builders. We sell windows, make our own doors, lumber, blah blah. I sell almost 30 different brands of windows from Andersen all the way down to an inexpensive aluminum window. For the most part that's good for the customer because they have a wide selection to choose from. Here's were it get's tricky. About half of the customers have "some" idea of what kind of window they want, be it an aluminum/vinyl, or wood window. But inevitably they all ask ME which one do I own, which one do I prefer. I can't say that I like them ALL, I don't. I have my preferences. Now they want me to explain why I like such and such. Well now with that question hanging out there I've just eliminated about 98% of their choices as far as I'm concerned. It's fair to say that 95% of them go with the recommendation I just explained to them. That's a lot of window companies that just got left out of the equation. Remember, i'm supposed to be the expert so they are going to take that into account. I'm biased towards certain brands, like most others, and will try to persuade you to my side. If you ask me that is, otherwise if you know what you want hands down, we move on to the next item. Which for me would doors. Would you like steel, fiberglass or wood doors. Then it starts all over again. JMHO!!! FWIW. Mike

[Hollywood]

And if the dealer’s sales people do their jobs correctly they’re not pushing one brand or another, they’re assisting the customer by guiding them to the CORRECT boat for them.

Whether the customer decides to buy a CC or something else, the dealer still gets the sale. Not to mention the service on the boat, etc.

You're telling me sales people don't care what they sell just the fact they're selling? Although I've never been in sales myself, I am aware of the many factors that go into "gently pursuading" a customer one way or the other. Say Joe Schmoe comes along trading in his Glastron for an inboard because his kids want it. Does he really know or care what he's getting? Probably not. There has got to be incentives for a salesmen on which line/model/brand they are trying to sell. If the CC boats have been sitting on the floor while the MCs are selling like hot cakes, they're not going to try to unload the CCs along the way? Come on...

[SGY]

Another thing to consider is that CC has notoriously low profit margins. I've heard it from dealers around here. So, if a dealer has a choice, wouldn't he or she sell the Malibu with the higher margin--everything else being equal? What if a dealer has me come into their shop. They have the 206 and the Response LXi. The Response is cheaper and there is a bigger profit for the dealer selling the Response. Both boats do the same thing. Is the dealer going to try and sell the 206? I say no. The dealer is going to sell the Bu. The Bu will be an easier sell because of the lower cost. It will be a sweeter sell for the dealer as well. Unless the customer comes in looking for a CC, its going to be easier to sell a Bu.

[NSV]

I thought the reason that MidOhio stopped selling Nautiques was because CC wanted them to double there order for next year and there was no way they could sell the boats. They still had 2005's on the lot still and were not selling.

[Hollywood]

NSV, which would have to mean selling less MCs and Bu's...

They're a business, doing what businesses do, TRY TO MAKE $. I don't blame MidOhio, sure it sounds like they wanted to keep CC, but wasn't in the cards.

[bkhallpass]

NSV, which would have to mean selling less MCs and Bu's...

They're a business, doing what businesses do, TRY TO MAKE $. I don't blame MidOhio, sure it sounds like they wanted to keep CC, but wasn't in the cards.

Word

BKH

[SNMike]

NSV, which would have to mean selling less MCs and Bu's...

They're a business, doing what businesses do, TRY TO MAKE $. I don't blame MidOhio, sure it sounds like they wanted to keep CC, but wasn't in the cards.

Word

BKH

LOL!! Now BKH will bust a move for us. Yellow_Flash_Colorz:

[Andy1972]

Selling quallity!

I see the dispute like this. Its about committing yourself to the vision. If your goal is to sell the most well made product, then sell it. Nobody said quality was easy to sell. Just look at all the crap out there. Over time, you'll win. Maybe not on the first boat, but the odds are with you on the second or third. Convince your potential clients that their is a quantifiable difference. The only reason you want to sell 30 different types of windows or 3 different types of boats for that matter is because your not good enough to sell best,... so instead you'll sling the rest.

[CHassmann]

RE: Selling quallity!

VanDevere Nautiques - They are the new Nautique dealer in Akron, OH. They sell Buicks, Pontiacs and Nautiques. Do I want to buy a Nautique or have one serviced by a Pontiac/Buick dealer? I don't think so.

[bkhallpass]

Re: Selling quallity!

I see the dispute like this. Its about committing yourself to the vision. If your goal is to sell the most well made product, then sell it. Nobody said quality was easy to sell. Just look at all the crap out there. Over time, you'll win. Maybe not on the first boat, but the odds are with you on the second or third. Convince your potential clients that their is a quantifiable difference. The only reason you want to sell 30 different types of windows or 3 different types of boats for that matter is because your not good enough to sell best,... so instead you'll sling the rest.

Andy,

I agree and disagree with your comments. You've stated your opinions
strongly and so I have the thought that you are probably not open to
reconsidering your position. However . . .

I've been in sales, and led large, $200M + sales organizations for many years. You are correct in that it is all about commiting yourself to a vision and a goal.

You are wrong in assuming that a rep will sell a diversified product set because he or she is "not good enough to sell the best." Good reps can
sell anything. Like most things it is a matter of economics. Is there enough total available market to create the revenue to earn the profit and personal income goals you have set for yourself, your company, and your
stakeholders? If there is not enough, then you will not reach your economic goals. If sufficiently limited, you will not be able to cover costs, and will be forced out of business.

As a business owner, and a sales person you have only a few choices:
Accept less income than you want to make; expand the total market of your high end niche by expanding geographically; go out of business;
engage in unethical business practices; or diversify your product set.

Not everyone needs, can afford, or desires the best. Selling a product to
a buyer that can't afford it, may be the American way, but it is sleazy, and
is a major reason our courts are overrun with bankruptcy claims.

It's ridiculous to look down upon a sales rep because he or she sells a
diversified product set. In most cases, it's smart, it's profitable, and
it is the right thing to do.

BKH

[AirNautique211]

RE: Selling quallity!

I like to believe that CC has a good handle on the business of building and distributing top end compieition ski boats. I can not say that I always agree 100% with every decision made by the company. But, I do believe there is no better group to make the decisions regarding the business than the group that is ingulfed in the business every working hour of every day and has been for longer than any other. CC lives and dies by the decisions they make regarding their business. They have helped shape the sports of waterskiing and wakeboarding as they are known today.

Who are we to think we know better, looking at this through our very narrow view of this complex industry.

Frankly, I am glad for the convictions of CC as a company. They have led this industry to it's most recent hieght and continue to lead the way in the quality in which all others strive, but fall short.

Also, does anyone think it is fair to local dealers that 1 company offer 10% discounts for parts that fellow dealers do not? In the sales world in which I am most familiar, Industrial Machine Sales, it is considered unethical to undercut territorial type sales and service partners. In fact inventories are often shared between dealers to reduce overhead cost. I am sure there are those who have no local dealer in which they are aquainted for numerous reasons and buy parts on line or wherever, but I am surprised CC allows this or that a question has not been raised. Also, does one particular dealer get a better rate on parts to be sold to PN members?

Personally I do not mind, but I might if I were a dealer losing business and contact with my customer base.

I have also heard it mentioned multiple times that service records are critical in the resale of boats. This too may be affected by parts being transferred from dealership to dealership - no one place for record keeping for a particular boat. I would think it is best to have records kept at the local dealer. Many people would be capable of falsifying records for the purpose of sale.

Just a thought.

[AbunDiga909]

I just heard from a very reliable source that the new factory is in fact much more near-finished than we all thought...

[Nautique211]

RE: CC Customer Service - or Lack Of

I couldn't have said it better, AirNautique211. A wise man once said; "When one group tell their side of story, you get half truth".

I am in the process of having $2k worth of fiberglass repair done to my 05 211 and Correct Craft is paying the entire bill with no hassle. I do not agree with MidOhio Watersport's blanket statement that in the end, CC doesn't care about their customers.

Never bash a competitor in an attempt to gain a customer. Sell on your strengths.

[EarlyRiser]

RE: CC Customer Service - or Lack Of

Abudiga909:... and we really did NOT land on the moon.
Sorry, doubt CC has the time much less the desire to go through the cam exercise to show us false pics. PLUS, I think the office portion goes on top. But what are your thought about who shot JFK? ConspiracyTheories