Matt Gurnsey":1a15gv82 said:
Well.
I have just spent the last three weeks of my life getting ready for, setting up, manning, and tearing down at the Seattle Boat Show.
...
So when I read that the only way for the brand to be successful is if the factory gets heavily involved and starts selling direct, I get really frustrated.
Factories build product. Some are really good at customer support, others aren't. The smart ones recognize what their strengths are. If their set up doesn't lend itself to selling direct, then they need to have a great dealer network who are good at customer support.
That is the model now being used. Sea Sport has five boat lines at this point, and a very limited staff due to the economic times. Do you want them focusing on an owners web site, or focusing on building great product?
From a factory perspective, catering to owners of old boats doesn't make them money. Sure, there is some value to having existing owners of product saying good things about the product. But owners are a diverse lot, and what appeals to one may not appeal to others, so sometimes it is better to say nothing than risk offending some.
Another point- for all those that bought from the factory, who do you turn to after two factory changes? Having a local dealer means having a service point. Even if Sea Sport went out of business tomorrow, the boats we sell we will take care of for our customers.
Just sayin...
Great to hear from the dealer perspective. My apologies if anything I said implied that I am in favor of the factory selling direct. That was not my intent. I was one of those folks who bought from the factory... and even though they stayed in business at the time, when they discontinued factory service, we were out on our own. Of course, living over 1,000 miles from the nearest dealer pretty much puts me on my own, anyway.
OK, another clarification: I absolutely would have bought from a dealer if there had been one anywhere in reasonable distance. When I contacted the factory at the time, I was told, "We will be your dealer since you don't have one anywhere near you. We will be here to take care of you."
Matt, we WANT you to stay in business. No one is looking to take ANY business away from you. I'm simply stating what went down when the factory decided to no longer deal directly with customers. It was the beginning of the end and a clear indication of their direction. Come on, it isn't like I was going to haul my boat 2600 miles for an oil change. BUT, since they were my dealer, I would have appreciated getting a phone call returned. I am certain you don't treat your customers that way.
So, now it seems that I've ticked off the new factory folks and an esteemed dealer... completely without intention. I simply was stating how a lack of attention to customers can lead to ruin. I whole-heartedly support what you and the factory are doing. I appreciate your participation here. Hopefully, it brings you business.
Frankly, I have no idea if Ranger sells boats direct or services them at the factory. If they promise they do and then don't, that would be bad business. BUT, even though there are Ranger dealers around the country, I still hear lots of good comments about the customer support FROM Ranger. It makes people believe that the factory folks support their dealers AND their customers. Thus, my comparison of the diverging direction of the two different factories.
For the record, the 2009 NuWa (pronounced New Way) that we bought was ordered/purchased from a dealer after visiting the factory. That was one of the best delivery experiences we've had on any purchase.
I really intend to be quiet, but I'm concerned that there are things being read into what I wrote that was never intended. My lament was about customer service and how two different companies handled (past tense) it. Obviously, a lot of us are very passionate about this topic. That in itself should speak volumes.
So... I hope your time at the SBS ultimately results in improved sales. Had I been there, I would have been standing right beside you to encourage folks to see all that the C-Dory offers. A good dealer certainly makes all the difference... if I could go back and do my C-Dory buying experience all over again, I would definitely do it different. Oh, I'd buy the same boat.
Respectfully,
Jim Bathurst