Tuesday, December 31, 2013

Happy New Year!

(0:56) Last New Year's I chose 3 of my favorite Minutes from the past year and highlighted them. Your response was so positive that I decided to do the same this year. Below are the 4 Minutes that received the most feedback including one series that you found most helpful. Now is a good time to check them out if you missed them or to read them again as you enter the new year.

(0:46) What's a Bitter End?, January 29, 2013

It's often the most basic things that we overlook. But it is also the basics that will have the biggest impact on boaters impressions of you and your facility. Make sure that your staff is trained to impress from the moment they grab a boater's lines:

(0:38) The Welcome Packet, March 26, 2013

Without question, this series is the most requested Minutes of all time. A Welcome Packet is a valuable marketing tool because it enhances the boater's experience. A positive experience leads to positive reviews which provides critical word-of-mouth marketing. Now's a good time to make sure your Welcome Packet is up to snuff:

(0:24) Embrace Failure, May 7, 2013

I was pleased that so many of you loved this Minute. The word "failure" is such a negative term that I feared you would balk or think I was a bit daff. But having the courage to face the possibility of failure can lead to your greatest successes:

(0:16) Embrace Customer Complaints, November 26, 2013

Embrace Customer Complaints, November 26, 2013
This was another Minute that looked at something most of us would rather not deal with. But there is no better or faster way to improve your business than to let your customers tell you where you need to change. Make it easy for them to provide feedback, listen to and act on their complaints, and you will see more business:


(0:07) Make sure to read tomorrow's ActiveCaptain Newsletter for a run down on our plans for 2014. I wish you much success in the coming year!

(0:02) And that's the marina minute.