Connect with customers and work like a team
Good communication is the heart of successful business. It’s why your customers trust you to look after their boats and why they return year after year. It’s how your team works as a team and how they deliver a great customer experience.
“Customers like to talk to us on the phone, and they’re amazed to receive a booking confirmation while they’re still on the line. We’re using the system as they’re talking, making the booking and sending the text confirmation in real-time”
Make customers for life
We all want loyal customers who return year after year. It costs money to attract and recruit new customers – it’s far more effective to keep the ones you’ve already got.
One of the best ways to make customers for life is to communicate with them. You build a rapport by giving customers the information they need when they need it. The trick is making mass communications feel personal and relevant.
“Our customers noticed the change. They commented that it was nice to get information emails and advance notification of scheduled maintenance.”
How Marina Assist can help:
Updated lists
- Smart Lists cut the hassle of keeping mailing lists updated. You set the list criteria – like ‘all boats on C dock’ or ‘inboard engine motorboats under 30 feet’ – and the list auto-updates. Every time you use the list to send the contacts a message, you know you’re getting to the right people.
Templates for speed
- Use templates to create standard messages that can be sent quickly by any team member – like payment reminders and storm warnings or essential maintenance outages. Templates are quick to create and can be used for bulk or individual letters, text or emails.
Send a picture
- Walking the dock and notice a torn cover? Take a photo on your tablet or phone and send it straight to the customer from Marina Assist. No need to download or attach to an email. Simple and quick.
Targeted marketing
- Use Smart Lists to send targeted messages to specific groups of customers. Send different HTML newsletters to transients and residents or dockage and dry storage customers – target deals, discounts, and invitations to the right people.
Personalized communications
- Using templates doesn’t mean your comms can’t be personal – use merge fields to add the customer’s name and other details like account balance. Edit templates quickly and easily, changing body text or adding logos and photos.
Everything in one place
- All comms sent from Marina Assist stay on the customer’s record, and you can quickly add phone conversations or meeting notes too. Auto-forwarding captures even inbound emails from the customer.
Data privacy
- Comply with data privacy regulations and avoid spamming your contacts. Customers can manage their marketing preferences direct from the Portal, and all changes to consents are tracked and date stamped.
Work like a team
Internal communications are at the heart of effective team working. In a group of two, it’s not hard to pass on messages and know what’s going on, but it’s more of a challenge in larger teams.
Emails, sticky notes, to-do books, WhatsApp groups, and apps like Slack and Teams all help, but it can be easy for the message to get lost or misheard.
How Marina Assist can help:
Single point of truth
- Marina Assist covers all marina activity in a single, seamless database – there’s no hopping between apps or functions or searching paper records.
- The complete customer record is in one place, available for all users. Search for John Doe and from one page view outstanding invoices and payment history, estimates and orders, communications, dockage locations and boat details.
Unlimited users
- We don’t charge per user, so there’s no artificial restriction on who gets access to the system.
- Personal logins mean knowing who is doing what, who had the conversation, sent the email, or raised the invoice.
- Use permissions to manage individual activities, so seasonal staff can’t delete records, for example.
Tasks
- Marina Assist’s Tasks is a powerful feature that instructs an individual or team to do something related to a boat, customer, asset, or order. Phone John Doe, check the electricity on Dock C, send overdue account reminders, travelift weekly inspection, launch Boat at 11 am next Tuesday.
- Tasks are tracked to completion, so you know who’s working on it and where they’ve got to. Not only does this create transparency, but it also helps with managing workloads.
Whether you’re looking to improve external or internal communications or just streamline your operation, Marina Assist can help.
Interested? Call us on (410) 834-0559 or email [email protected] and let’s talk about how we can help your marina team to work smarter and connect with customers.
