Tuesday, April 28, 2015

Reputation is Everything

(0:58) It has always been the case that your reputation, whether personal or business, is one of the most important assets you have. Building a good reputation takes time and hard work. Ruining one can take a moment.

(0:53) When asked about the importance of protecting one's business reputation, Warren Buffet said, "It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you'll do things differently."

(0:46) I've come to realize that when I read a boater review, I'm witnessing the building or diminishing of a business's reputation. How can you protect yours?

(0:40) First and foremost, be honest about how you present your marina to boaters. Overstating your amenities or exaggerating about the area is more likely to result in a reduced review than presenting a modest marina as, well, modest. Poor reviews happen when a boater's expectations are not met, not because you don't have a pool or a 5 star restaurant.

(0:31) Remember that just like with restaurants and hotels, consumer's needs vary from person to person and from circumstance to circumstance. Help me best determine if you meet the need I have right now by presenting me with a realistic view of your facility. That allows me to set a realistic expectation for my experience.

(0:22) Then make sure that you meet and hopefully exceed my expectations. I'd rather use a shower that is modest yet clean then one that is luxurious but dirty. Your pool and restaurant won't make up for a poor dockhand.

(0:16) Know the niche you fill and make sure you do the things that meet that niche very well. Let other marinas fill other niches. Never try to be what you are not.

(0:10) I believe there is a place for every marina, small, large, simple, luxurious, remote, or fast-paced. The key is to find your niche, communicate your place to boaters interested in your niche, and meet the needs exceptionally. If you can do that you will receive more positive reviews and that will lead to more business.

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