Marina Dock Age, September/October 2000

At Your Service, 24 Hours a Day, 7 Days a Week
by Ron Brazda

What sets your property apart from other marinas? Chances are you’re not the only one in the area to choose from. Your product may be different in some ways, but very similar in others. To the average boater, all marinas are alike—a glorified parking garage, hotel, or self-storage facility. Why would customers decide to spend their money with you? Service, of course, is the key. From the smiling face that says good morning when a guest walks through the door, to the security guard on rounds at night, we should be there for our customers.  

There are different types of service. There are the ones that cost you money and there are services that, with proper staffing, require no out-of-pocket expense.  

NEWSPAPERS

A service we offer at our marina here in the Caribbean is a daily newspaper. Since stateside newspapers are not readily available, we subscribe to the Times Fax, a service provided by The New York Times. It is simply an eight-page version of the day’s news without all the ads. Each morning during season, we receive the fax, make copies, and distribute them to each vessel in the marina before eight o'clock. This simple and inexpensive service is a highlight for many of our boaters. They look forward to reading the paper and having their morning cup of coffee. From the cruising sailor who hasn’t seen a newspaper in a year to the mega-yacht owner who relies on it to see where his stocks closed, this has become a service our boaters are glad to have. Something as simple as an eight page version of The New York Times can make the difference. When people call to make reservations, we often get asked if we’re going to provide the newspaper that next year, as well.

DOCKING

Docking a boat can be frightening for some people. A way to ease your customers’ fears is to have someone available to assist with lines. Whether on your fuel dock or at each slip, make this service available. And don’t wait for them to ask for help. Continue »