Quick Wins to Reinvent Your Experience

By Matt Gruhn

Your dealership needs intentional upgrades, not a full remodel. Here are five places you can start:

1. Reimagine your entrance.

   Add a branded welcome zone. Highlight something that sets you apart. Remember that customers are looking for your showroom to emulate the brand lifestyle they are choosing to step into. How can you bring that to life?
   

2. Create a story wall.

   Display customer photos, delivery stories, or your dealership’s history. Customers are looking to build confidence in their decision to choose you as their guide in the boating lifestyle. How can you strengthen that message?
   

3. Launch one experience-based event this quarter.

   Invite boaters in for something that builds community. Enhancing the boating lifestyle with an experiential event builds camaraderie and community, and that builds confidence and drives boat usage for today's consumers.

   
   

4. Add one “wow moment” to delivery day.

   You don't need to go all out for delivery day like the example shared in ANCHORING. The 9 Leadership Disciplines That Redefine Dealership Success. You DO have to make the moment memorable. Delivery day is one of the most emotionally charged moments of the boater experience. Be intentional about the emotions you want to foster.
   

5. Train your team to spot and seize moments.

   Empower your team to create “high points” in everyday customer interactions. What moments and what surprise and delight elements can build your brand and strengthen the continuity of your customer relationships?

These types of tactics, owning and delivering on the moments that really matter to the customer, represent the modern currency of loyalty.