Dealer Certification Program
dealer_certification

Discover Boating’s Marine Industry Dealer Certification program is designed with the consumer in mind. It is a voluntary program that a dealer pays roughly $2,500 each year to obtain. The guidelines involve operations, facilities, processes and customer/employee satisfaction. Recertification is annual.

The process begins with an employee satisfaction survey. These forms are kept confidential and are sent in to 5 Star, the company that administers the certification program. Once the results of the survey are obtained a performance review and goal setting session is set up with each employee. Everyone is evaluated including the General Manager.

These reviews are followed up with a site visit with a 5 Star representative. This representative reviews process maps that the dealership creates and updates for each department. These process maps are designed to ensure a smooth workflow and customer-centric focus, and are unique to each dealership.

Signage is inspected as to whether it guides customers to sales, where they drop their boat off for work, etc. so the customer is not confused.

The dealer designs a follow up system. This system is constructed so customers are contacted twice after each repair order and boat delivery to make sure they are satisfied and if not what can be done to make things right. A customer complaint log is kept and reviewed to check whether the complaint requires a modification to a process.

A log is kept of all employee training and employees are required to receive training of some kind every year.

We at Hoffmaster’s embrace the certification system. We feel that an independent certification reassures the consumer that we are focused on continuing improvement and realize that we must strive to reach the unattainable but worthwhile goal of 100% customer satisfaction.

To learn more about this program visit the Discover Boating website at
http://www.discoverboating.com.