CC Customer Service - or Lack Of

[SNMike]

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.

Obviously, you did not comprehend the meaning of my post. As far as your accusation's of "slinging" the rest............well I'm not going to get in a p!ssing contest with you over the net.................my sales exceed 3 million a year...............and around 3.5 to 4 mill in new homes that I build every year. I will be able to retire, if I want to, in the next 4 to 5 years. I'm 46. Does that sound like I have vision? Your choice of words is most unfortunate...............for you.

[NautiqueJeff]

RE: CC Customer Service - or Lack Of

Here's the official word from Correct Craft on the factory:

Completion of Correct Craft’s new 216,000 square-foot facility is scheduled for summer 2006. The concrete and slab foundations for the manufacturing facility are complete. The underground electric, mechanical and plumbing are 90% complete. The site work is proceeding well with the import of over 100,000 yards of fill materials out of the lakes for the parking areas. The storm piping and structures have been delivered and installation is scheduled for this month.

The lakes are reasonably close to completion of the excavation phase. The east lake is complete. This is where every Nautique will be tested for approval prior to being wrapped. The west lake will be used for research and development purposes and will also be large enough to hold future tournaments. This lake will be completed mid-November.

[SprintCar39]

RE: CC Customer Service - or Lack Of

KPNautique I have sent you a couple PM's. A refund check was sent you on October 17th for the items you had returned. Please call us if there is still a problem. Thanks Eric

[66Skylark]

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...

Hey Hollywood,

If someone were trading-in on an inboard, and spending that kind of money, I’d hope they have a clue about what they’re looking for, their price range, etc. If not, they get what they deserve! A Mooba! LOL

I suppose my salesperson example was a ‘best case’ scenario… I’m sure we all have a tale about dealing with a high-pressure polyester-clad used car salesman type. You know the guy: “What’s it going to take to get you to drive this car home TODAY…?”

I worked in sales (not boats) for a short time and I was taught that a good salesperson is there to help the customer. There were almost always incentives on each brand we sold, so I was motivated to see either. But, I had a better chance of making the sale by being honest with the customer and asking them their needs and helping them to decide what was best for them.

I know there are always incentives offered to sales folks. You also have a good point about the differences in profit margin on the different brands, that was something I hadn’t considered. I’m sure you’re also right about a dealer pushing a brand that sits too long on the showroom floor. These are all good points and I’m sure there are a hundred other factors you and I can’t even think of without being in the business.

Best wishes!

[efox]

Oddly, the new dealer in Cincinnati sells used luxury automobiles. I wonder why the factory is expanding in that direction? Sounds a bit like the Akron dealer.

[Hollywood]

66Skylark, I'd really like to think salesmen have the customer's best interest in mind, which most do, but we know that isn't the case 100% of the time. It's sad to see, but it does happen with the trade-in to an inboard where the customer doesn't really know everything they want/need. When you get detailed enough, there is probably going to be a "#1" best boat for that customer, but if you only have broad, general needs there might be several.

Think about it, how many Nautiques do you see on the water? How many of those are members here? I'm sure there are other factors involved, but most owners don't really care as much as we do.

[Cumberlandrider]

RE: CC Customer Service - or Lack Of

I don't want to get too involved in this thread, but, I just want to chime in and agree with Air Nautique 211. The line got pulled because it became apparent that CC was not the top priority amongst all three. I've been waiting for this to happen, did you really think it would last selling the top 3 side by side?

[Andy1972]

Just my opinion, firm, strong, or not

Mkhallpass, post a pic. of your 2001. I'd like to see it. We are all pulling for the same company. I never doubted it.

I do have to ask this question though. You've assessed what you see as total market cap in your industry, and then set your goal to be income and revenue, in order to meet the needs of your lifestyle. Question; Do you carry other lines because someone else dominates your high end Anderson Niche'? Maybe it's their infrastructure, history, or relationships? Sacrificing quality, to meet a price point, can build volume, to meet your own personal goal. I think its great you've met your goals. However, I very softly believe that your philoshpy most closely resembles Malibu's goal . Volume at the expense of quality. I don't get the impression that Malibu is trying to be something its not. They have positioned themselves well. Nautique needs to just keep pounding the pavement and telling their story. It seems like it would be two easy to fall back on " What is your budget?" question vs. fighting the good fight in regards to the salesstaff at MidOhio. Tough call. It seems like anybody who could afford a Malibu could also afford a Nautique, especially when you consider the long term cost of ownership benefits.

[Andy1972]

Sorry

I ment SnMike, not Bkhallpass, ouch

[bkhallpass]

Re: Sorry

I ment SnMike, not Bkhallpass, ouch

That's ok. I have posted a pic of my boat before.

BTW, I spent many years with Sun Microsystems, considered high
end in the computer industry. We staunchly held to that model for
a long time. The world changes, and you now see Sun intoducing systems
that run linux, intel and opteron chips. Similarly for years, our distributors
earned very good livings selling only Sun Systems. In the new world,
most sell systems and storage from other companies. It is almost
inevitable in any industry that requires continued growth from
a customer set that demands lower prices.

BKH

[SNMike]

Re: Sorry

I ment SnMike, not Bkhallpass, ouch

Andy, the simple point I was trying to make was this... Many brands + sales rep with personal preferences asked for his/her opinion=vast majority of brands left out in the cold. Correct Craft not wanting their line next to anyone else's makes perfect sense. Look at it this way, if you walk into an inboard store and the sales rep has grown up on MC/ BU/CC whatever, they're more than likely to consciencely or unconsciencely try to talk up their favorite if there are more than one brand to choose from.. Where as if they only sell one brand, there're up against the other store's out there instead of wrestling within their own walls. My company has been in business for almost 50 years. We have "access" to almost 30 brands of windows. Personally, I only need two to offer. In this case Andersen(vinyl clad wood) and Vetter (vinyl). The former being the BEST energy efficient window (wood frame). The latter being next for efficiency (vinyl). What the customer wants is most important. Important information withheld from a customer that plays a vital part of their overall happiness is a disservice to them. If you ask me what is the BEST, Andersen(in this case) or the like. If you ask me what I own, Vetter Pro V. Either way you can't loose. If you ask me to suggest one over the other, I'll pick Vetter everytime. If you live in Alaska, then Andersen. My point is inboards cost lots and lots of money at one pop. When one item is that expensive, being Correct Craft
surrounded by other brands is probably not in their best interest. SORRY for the rambling. Just got home from work, it's 8 pm and my head is about to explode. Looking back over this post, I failed miserably to make my point I suspect. REGARDS TO ALL!!!!!

[skinautique]

RE: Re: Sorry

I was going to stay out of this but I will put my two cents in:

I can see both sides.

Mid Ohio wants to take care of his customers by being able to service them still.

Correct Craft wants customers to go to a Nautique dealership so that there is more chance of the customer staying loyal to CC and not seeing the other brand boats.

Here is the fact of it all:

Most of Eric's customers (probably all of them) didn't buy the Correct Craft because it was a Correct Craft but because of the service and friendliness, etc that Eric and his employees provided them. That is all there is to it. Most people wouldn't buy a boat from the dealer unless they were happy with the dealer. You would probably buy another brand from another dealer. The Correct Craft does not typically sell itself. The person that buys the CC is a 3rd - 4th time boat owner. They have owned other brands of boats. These boats are one of the most expensive ones out there.

I give credit to Eric for all that he tried to do in Ohio with the boats but from a business standpoint, he had to carry the other lines to make his business survive and to put food on the table.

[SNMike]

Re: RE: Re: Sorry

I was going to stay out of this but I will put my two cents in:

I can see both sides.

Mid Ohio wants to take care of his customers by being able to service them still.

Correct Craft wants customers to go to a Nautique dealership so that there is more chance of the customer staying loyal to CC and not seeing the other brand boats.

Here is the fact of it all:

Most of Eric's customers (probably all of them) didn't buy the Correct Craft because it was a Correct Craft but because of the service and friendliness, etc that Eric and his employees provided them. That is all there is to it. Most people wouldn't buy a boat from the dealer unless they were happy with the dealer. You would probably buy another brand from another dealer. The Correct Craft does not typically sell itself. The person that buys the CC is a 3rd - 4th time boat owner. They have owned other brands of boats. These boats are one of the most expensive ones out there.

I give credit to Eric for all that he tried to do in Ohio with the boats but from a business standpoint, he had to carry the other lines to make his business survive and to put food on the table.

Also a good and accurate point to be sure. I sincerely hope i did not offend ANYONE!!!!

[skinautique]

Re: RE: Re: Sorry

I was going to stay out of this but I will put my two cents in:

I can see both sides.

Mid Ohio wants to take care of his customers by being able to service them still.

Correct Craft wants customers to go to a Nautique dealership so that there is more chance of the customer staying loyal to CC and not seeing the other brand boats.

Here is the fact of it all:

Most of Eric's customers (probably all of them) didn't buy the Correct Craft because it was a Correct Craft but because of the service and friendliness, etc that Eric and his employees provided them. That is all there is to it. Most people wouldn't buy a boat from the dealer unless they were happy with the dealer. You would probably buy another brand from another dealer. The Correct Craft does not typically sell itself. The person that buys the CC is a 3rd - 4th time boat owner. They have owned other brands of boats. These boats are one of the most expensive ones out there.

I give credit to Eric for all that he tried to do in Ohio with the boats but from a business standpoint, he had to carry the other lines to make his business survive and to put food on the table.

Also a good and accurate point to be sure. I sincerely hope i did not offend ANYONE!!!!

I was NOT pointing fingers anywhere. To be honest with you, I haven't read more than one or two more of the posts in this topic.