In any business, it’s difficult to ascertain just what it is that our customers want and need. In a discretionary income business like boat sales, it’s even more difficult. And when you add in the technology that makes shopping from home a breeze, well, it can feel downright impossible.
There are, however, a few key fundamentals that customers expect from your business, and all of them can be found in MRAA’s Marine Industry Consumer Commitment, a one-page pledge created as part of the Grow Boating program at its inception. Drafted by both dealers and manufacturers, the Consumer Commitment is a staple of the Dealership Certification program and is a requirement to be publicly posted both in-store and online at Certified Dealerships.
If you’re looking for what customers expect of you, the Consumer Commitment is a great place to start.
It outlines 18 key deliverables your dealership and your team should ensure are present at all times. Broken down into sales, service and operations, this document could be a great guide for your business to start with. In fact, I would suggest it’s really the foundation of any great dealership.
A few of the key elements of this include items like:
- A written disclosure of all details associated with a purchase.
- An explanation of the proper usage and operation of products.
- Products properly prepared, inspected and tested before delivery.
- An itemized list of all service charges with thorough explanation.
- Timely notice of changes in service delivery time if delays are experienced during repair.
- Inspection of any replaced/damaged components upon presentation of invoice or work order.
- Fair, open and honest treatment without discrimination.
- Privacy and confidentiality of customer records.
There’s nothing about this Consumer Commitment that’s outside of what you would expect, and it’s designed that way. These are the basic fundamentals of running a dealership, but the power in this commitment is your pledge to make it happen.
If you want to demonstrate to your customers that they can expect a higher standard of professionalism when working with your business, Dealership Certification’s Consumer Commitment is the place to start.