Print Page | Contact Us | Sign In | Join
MRAA Blogs
Blog Home All Blogs
The drive to continuously grow and improve is at the heart of the MRAA, our members and our staff. That’s why we’re launching this blog: to share what we’re learning in our work and in our lives with you – and in hopes you’ll share what you’re learning too.

 

Search all posts for:   

 

Top tags: certification  continuous improvement  training  employees  Continuous Certification  dealer development  customer experience  dealer to dealer  discussions  education  employee satisfaction  growth  MRAA  training tuesday  workforce  communication  CRM  culture  customer service  focus  industry insight  lifestyle  marketing  MDCE  MICD  resources  sales  service  time management  workforce issues 

Dealer to Dealer: June

Posted By Mickaela Giese, Tuesday, June 12, 2018

What do you do in order to keep your team motivated through your busy season?


"Remind them everyday how much they are appreciated. Always make a point to recognize good work, even just the smallest thing. We do a free staff lunch every Thursday. Share positive feedback from customers (social media, emails or verbal comments, etc). Treat employees like they are the most important person in the dealership because THEY ARE!" - Mark Payne, Payne Marine

"At South Florida Marine, we motivate our staff by having bi-weekly staff meetings. We meet on Tuesday mornings and review any issues or accomplishments that has happened in the previous weeks. We give a Employee of the month certificate and 50.00 gift card to one person each month. This employee of the month is voted on by the staff with a sealed ballot. The owners also give a free lunch to anyone who is mentioned or has helped us receive an online review. These accomplishments are awarded at the meetings and help keep our staff in service and sales motivated. We also discuss any problems and try to work through them as a team, instead of only one department trying to resolve the issue alone." - Jana Wood, South Florida Marine  

"Get out and work with them. When ever the work load gets a little overwhelming having the boss recognize the problem, willing to get in the trenches and work through it is a big morale boost." - Joe Lewis, Mount Dora Boating Center

"During the early season, motivation is not too difficult. Once the season starts to drag on, that is when folks get tired. We monitor the energy and tolerance level of our employees and delegate additional paid time off accordingly. Balance is important." - Rob Brown, Clark Marine

"Having a motivated team is not just what happens at the office but also after hours. We noticed 6 years ago that almost all of our employees loved hockey so we started our own summer hockey league once a week. Every Tuesday night 90% of the staff gets together on the ice to play a weekly game of hockey. This is not only a great motivator but also a great team building opportunity. We have also used our summer hockey league as a way to attract future employees and it as become a part of our recruiting tools. We found out that motivating your employees is not always done with money, you need to listen and find out what works in your environment." - Marc Savage, Orleans Boat World

 


Each month, MRAA connects with dealership management on a timely and relevant topic and publishing their insights at MRAA.com. Tell us what you have to say about this month’s question by commenting below and participating in the conversation. Also, watch for next month’s question.

Tags:  continuous improvement  dealer development  dealer to dealer  discussions  growth 

Share |
PermalinkComments (0)
 

Dealer to Dealer: May

Posted By Mickaela Giese, Monday, May 7, 2018

What is the most important to your organization- mission, core values, or vision? How do you instill that key element into your company’s culture?


"Core values come first. I’m not sure you can set a vision or create a mission statement you can follow without having a code of ethics in place as a guide.  

Customers are not going to judge a company on what they say they are in their mission statement. Some may commend a company for having a great action plan in place to achieve their stated vision. In the end, however, a company will be judged on its actions.    

Part of our initial training starts with refreshing new hires on using the manners their mothers taught them. We go beyond saying please and thank you. Living put these core values on and off the clock are essential for being part of our team.

Always tell the truth. Show up on time. Do what we say we will do. Charge what we quote or less. Use the manners our mothers taught us. Be in control of our attitude at all times. Give a little more than is expected."
- Rob Brown, Clark Marine

"Core Values" - Jim Dragseth, Whiticar Boat Works, Inc.

"Core Values" - Kristina Litjens, Boulder Boats

"Employee & Manufacturer Relationships" - Ken Sorley, Marineland Boating Center

 

Each month, MRAA connects with dealership management on a timely and relevant topic and publishing their insights at MRAA.com. Tell us what you have to say about this month’s question by commenting below and participating in the conversation. Also, watch for next month’s question coming soon

Tags:  continuous improvement  dealer development  dealer to dealer  discussions  growth 

Share |
PermalinkComments (0)
 

Dealer to Dealer: April

Posted By Mickaela Giese, Wednesday, April 4, 2018
Updated: Wednesday, April 4, 2018

What is your most effective marketing tactic to attract prospective customers to your dealership this time of year?


"We are finding that making contacts at boat show and then inviting them to the dealership has been pretty effective. Whether it is cost effective is another question." - John Ladner, Breath's Boats & Motors

"Open houses" - Jim Dragseth, Whiticar Boat Works, Inc.

"On water demo days work well for us." - Stuart Litjens, Boulder Boats

"Boat handling skills training" - Joe Lewis, Mount Dora Boating Center

"I found using Radio has been very good for us. We have short 30 second commercials played often that way clients know to come to us first." - Nancy Struthers, Roger's Marina

 

Each month, MRAA connects with dealership management on a timely and relevant topic and publishing their insights at MRAA.com. Tell us what you have to say about this month’s question by commenting below and participating in the conversation. Also, watch for next month’s question coming soon.

Tags:  continuous improvement  dealer development  dealer to dealer  discussions  growth 

Share |
PermalinkComments (0)
 

That was then, this is now

Posted By Bob McCann, Tuesday, April 11, 2017
Updated: Tuesday, November 28, 2017
When I first entered the marine industry in 1999 after a long and rewarding career in the auto business, we were designing and building websites for dealers at a company called BoatVentures, which later became Channel Blade. During that time, we worked closely with a great number of boatbuilders that had Vice President- or Director-level executives leading Dealer Development staffs.

These departments were very concerned about the effectiveness of dealers’ websites and their response to leads generated from these websites. We became one of many companies that would work with a Director of Dealer Development and the associated dealer network to improve dealers’ results with prospects and customers. I recall arriving to more than one of these Dealer Development meetings aboard a manufacturer’s corporate aircraft. They were hosted at posh locations such as the Ritz Carlton in Chicago during IMTEC, where hotel clubs were closed for the night to entertain their dealers and guests.

It’s amazing what a great recession will do to make the jets and 5-star hotels a thing of the past! The frills may no longer be a priority, but the real need for Dealer Development remains. Most boat manufacturers see themselves building boats that boaters want and creating high brand awareness that sets them apart in the sea of fiberglass or aluminum. They see the dealer managing the purchasing and ownership experiences. Too many times, a lack of alignment between the two results in a poor customer experience, and the efforts of both the OEM and the dealer are out the window.

I don’t see Dealer Development VPs coming back anytime soon, but after over a year of working with dealers going through the Marine Industry Certified Dealership Program, I can’t think of a better avenue to bring dealers and manufacturers together. Dealer Certification is entirely focused on the customer experience — before, during and after the sale — and in a sense, it allows the MRAA to execute what was once the OEM’s Dealer Development efforts. The results are not only a better customer experience, but also a more efficient, effective and profitable dealership with staying power. Case in point? If you were the average dealer heading into the Great Recession, you had about a 65-percent chance of survival. But if you were a Certified Dealer, you had greater than a 91-percent chance to make it through. Certification makes that much of a difference.

From the moment that MRAA became involved in the Certification program, dealers have told us that manufacturer support is critical to its and their long-term success. When the industry comes together to make the customer experience a priority, it moves the needle for all involved.

If you are an OEM interested in learning more about the industry’s Certification program or a dealer who would like to see your manufacturer(s) get involved, please contact allison@mraa.com or (763) 333-2419. 

Tags:  certification  dealer development  recession 

Share |
PermalinkComments (0)
 
8401 73rd Avenue North, Suite 71, Minneapolis, MN 55428