Yacht Services: Build Positive Momentum In Your Business - Make It Easier To Run

When businesses are easier to run, things go right more often. 

Everyone wins when things go right.  Positive momentum builds and has no limit.  Momentum grows organically as confidence spreads throughout your team.  Team members increasingly believe in their ability to create positive outcomes and are empowered because they see that their contributions matter. 

Your list of loyal customers grows and they tell other like-minded customers to give you a try.

Click here for 10 ways to make your business easier to run.

Yacht Services: 10 Ways to Make Your Business Easier to Run

As the owner of a yacht service company, making your business easier to run should be your first priority.

When a business is unnecessarily hard to run it saps the mental energy of your team, wastes time, and undermines customer loyalty.

Your business can be easier to run when you:

1.       Define your business vision, mission and core values, get your team’s input, modify as agreed, and then lead accordingly

2.       Are consistent and reduce “case by case” decisions

3.       Create customer trust / confidence to achieve extremely loyal customers

4.       Deliberately choose customer segments that fit your expertise and deeply understand the constantly changing needs of customers in each segment

5.       Define products and services in a manner that makes customers into better customers

6.       Get the right team members on board.  Coach existing team members to embrace your vision, mission and core values.  Hire only people who are naturally aligned.

7.       Implement and champion LEAN 5S and Kaizen

8.       Commit to “trusted systems” that provide the information necessary to sell and execute in a manner that demonstrates superior value to customers.

9.       Communicate in a manner that demonstrates to customers that decisions are made in their best interests.

10.   Track the most important Key Performance Indicators

Everyone Wins When Things Go Right

Look Differently At Your Customers

Are you searching for new ideas to improve your business?  Try looking at your customers in a new way.

From the customer’s point of view, look objectively at the services and experiences you offer in each customer segment.  Evaluate the actual customer experience at every contact point within your organization and with each and every team member.

Do your customers perceive:

                Risk in dealing with your company?

Competent performance of services?

                Superior value received?

                A convenient customer experience?

                Timely and informative communication delivered in their preferred manner?

                Decisions made in their Best Interest?

                Advice based on knowledge of what works, what does not work and future technologies?

Do you want better results?

Purpose:  Review the Vision and Mission for your business to confirm that they are still relevant.  Are the right customer segments being served?  Assess the alignment of your team’s actions.

Focus:  STOP doing anything that distracts from delivering value to your customers and assign your resources to the best customer segments.

Simplify:  Make everything as simple as possible to deliver a consistently convenient customer experience and to make things go right.  LEAN 5S and Kaizen are good working concepts.

Reimagine:  Get a Vision of the type of customer you want and design offerings to attract them.  Engage those customers in a manner that makes them better customers.  “Everyone Wins When Things Go Right”

Fascinate:  Create a customer experience that is uniquely compelling and appealing.

Align and Empower:  Get your team and ecosystem in agreement.  Ensure they have the training, information, processes and tools necessary to consistently deliver your services and customer experience as designed.

Consistency:  Repeatability is essential to building customer trust and confidence as well as improving the performance and satisfaction of your team.

Customers are your company’s greatest asset.  Without profitable customers there is no business.  Creating loyal customers is the path to making your business easier to run, more profitable and more valuable.

 

Reduce Your Workload Now and Move Your Business Forward

As the owner of a yacht service company, you are a busy.  It is often difficult for you to carve out the time to make the changes that you know are necessary.

We designed our “Secret Sauce” Program to create the time necessary to tackle the changes that will make your business easier to run, more profitable and more valuable.

“Secret Sauce” is the unique blend of your Purpose, skillset, goals, and personality as expressed by your company’s capability to deliver products and services that transform customers into better customers.

The steps are:

•     Purpose:                             Renew and clarify: Why are you in business?
•     Easier to Run:                     Create immediate time savings, simplify and focus
•     More Profitable:                  Get a better return on your organization’s activity
•     More Valuable:                   Innovations that transform customers

Purpose

A clear understanding of your Purpose for your business influences every decision and builds teamwork.  This is often a renewal process or rededication to a prior vision.  It could be an entirely new vision of Purpose.

Easier to Run

Inspire and focus your team with a clear articulation of your Purpose and their contribution.

You will immediately save time by stopping activities that are not consistent with your Purpose.

Get LEAN.  Adoption of LEAN 5S and Kaizen are tools that quickly deliver time savings without investment.  The process starts with an attitude and understanding.

Simplify and focus.

More Profitable

You will start accumulating time savings by renewing your Purpose and making your business easier to run.  You can then use the time savings to generate additional revenue, continuously improve operations, explore the best customer segments, and improve your product and service offerings.

More Valuable

Customers are your most valuable asset.  Team members are extremely valuable, but there is no business without customers.

This step transforms your customers into better customers in your unique “Secret Sauce” way.

Transforming customers requires deliberate innovation.

Loyal customers are easier to serve and more profitable.

A profitable, loyal and growing customer base created by your “Secret Sauce” innovations makes your business more valuable should you want to sell it and easier to run and more profitable while you operate it.

Everyone Wins When Things Go Right

Win More Sales and Save Time

Truebuild Yachts is today launching its On-Demand Customer Quotation Service for yacht service providers.

The goals of this service are:

1. Immediately reduce your workload
2. Win more sales
3. Save you money
4. Reliably support your business

The quote format "sells" because it inspires customer trust and demonstrates your competence.

The process is easy for you as we are experienced and use our Truebuild_iT database.

The cost is low.  Just 1/3rd of 1% of the quoted price.  A $15,000 quote costs $49.50.

Give it a try.  It sells.  It is easy.  It is low cost.  It is flexible, use only as needed.

Contact:  gene@truebuildyachts.com

Get Your Time Back

Yacht service company owners are frequently short of time to accomplish things they want to accomplish in their business.

A quick solution is to STOP doing things that are not important to the business.

Define your "Secret Sauce" to create a framework for only serving the right customers in the right way to avoid distractions.

This first step will quickly save time for you and your team.

Make Your Yacht Service Company Easier to Run, More Profitable and More Valuable

What does it mean to make your business easier to run, more profitable and more valuable?

Your yacht service business will be easier to run when:

1.      Customers are loyal, repeat and refer other like-minded customers
2.      Your Team is engaged, loyal and skilled
3.      LEAN thinking in pervasive in the company
4.      Processes are effective, reliable and repeatable

Your yacht service business will be more profitable when:

1.      It is creating loyal customers in the right customer segments
2.      It consistently delivers great value to customers owing to superior execution, see                2,3,&4 above

Your yacht service business will be more valuable when your business has:

1.      A proven capability to grow the number of loyal customers, as customers are a                    company’s greatest asset
2.      A leadership position in a growing customer segment(s)
3.      A company culture of achievement
4.      A company culture of continuous improvement
5.      Proven processes that are scalable

Truebuild_iT - The best tool to make your business Easier to run and more Profitable

Choosing the right customer segments and transforming those customers into extremely loyal customers is essential to making your business easier to run and more profitable.

Extremely loyal customers are profitable repeat customers and they will refer other like-minded customers to your business.

Truebuild_iT’s sole mission is to transform customers into extremely loyal customers while lowering the cost of operation.

·         Quotation System          

·         Work Order System

·         Status Update System

Everyone Wins When Things Go Right

If you want more information on Truebuild_iT software for yacht service providers please contact me or connect with Truebuild Yachts on Facebook or Google+.

Announcing Truebuild_iT Software - Everyone Wins When Things Go Right

Truebuild_iT software, our latest tool to make things go “right”, will make your business easier to run and more profitable.  We believe that everyone wins when things go “right”. 

Truebuild_iT software is intended for use by yacht service providers and yacht builders.  Truebuild_iT is specifically designed to deal with the critical, complex projects inherent in these businesses and to make them go “right” from start to finish.

·         Quote customers easily, earn their trust/confidence, and achieve your margins

·         Execute the work in a LEAN and “on specification” manner by giving team members the information they need, when they need it

·         Update Job Status easily to keep everyone informed

If you share our passion for having things go “right” and you would like to know more, please contact me, or connect with Truebuild Yachts on Facebook or Google+.

Yacht Service Company Owners: Can Customers be Trained?

Frustrated yacht service company owners often ask, can customers be trained?

Customers can not be trained, but they can be led. Customers can be led to behave in a way that is good for them and good for your business, when the purpose of your business is clearly communicated and backed by action.

State clearly the purpose of your business and why a customer should care.  Customers that believe what you believe will associate with your business and try your offerings. 

Design your products/services to reflect what you believe and deliver them consistently to earn your customer’s trust.  If the customer segment is large enough, your business will be profitable and your frustration with customers will abate.

Yacht Service Company Owners - Is Your Business "Secret Sauce" Negatively Affecting Your Customers?

Weak Customer loyalty and low profit margins are a serious problem for many yacht service companies.

Every business has a “Secret Sauce” that affects their Customers, whether it is intentional or not.  Often the actual “Secret Sauce”, as Customer’s perceive company performance, drives Customers to try other service providers or encourages them to bargain for lower prices.

When speaking with yacht service company owners, I define business “Secret Sauce” as the unique blend of their skillset, vision, goals, and personality as expressed by their company’s capability to deliver products and services that can transform Customers into more loyal and more profitable Customers.

Discovering and deploying “Secret Sauce” to transform Customers is a deliberate process, the goal of which is identifying the best Customer segments in which to gain the Customer / Trust and Confidence.   Customer Trust / Confidence is gained by consistently demonstrating Competence and making decisions in the Customer’s Best Interests, as perceived by the Customer.

Business Owners: Are You Too Busy To Grow Your Business?

After having skillfully grown their business, as a result of smart decisions and hard work, many small business owners have their time consumed by daily activities with no time left over for the activities to do the things they want to transform their business for further growth.

Growth plans get deferred, season after season.  This condition results in work days that feel repetitive and unproductive, while the dates for achieving financial and lifestyle goals seem to get further into the future.

What is the best way to break this pattern?

Yacht Service Company Owners: Customers Are Your Most Valuable Asset

Without Customers there is no business.

As a business owner, it is your job to make your business more profitable by transforming your Customers into more valuable Customers.

Yacht owners are demanding Customers.  They are active participants in getting the service they desire, whether they are personally involved or they delegated the oversight to a representative.  They are curious as to how their boats will be properly serviced.  Their safety and enjoyment of the boat directly relates to dependable performance of the yacht’s systems.  They want to be knowledgeable.  They want to be involved in service work “at will”, not out of a sense of necessity.  They want your leadership in forming and achieving their vision of the future of yacht technology and how it fits their yachting goals.

They do not want to be embarrassed by poor workmanship on their boats or by having the wrong gear.

Yacht owners are constantly changing and evolving in their needs.  They are individuals who uniquely respond to service offerings. 

Your task is to design and deliver your service offerings in a way that transforms each of your Customers into a more valuable Customer for you, while simultaneously making your services more valuable to your Customer.

The image below portrays the key elements in the Customer transformation process.  Future posts will discuss each of these elements.

Yachting Service Company Owners: What is your "Secret Sauce" and Why should you care?

“Secret Sauce” in your business is the unique blend of your skillset, vision, goals, and personality as expressed by your company’s capability to deliver products and services that transform your Customers into Better Customers.

You should care about this because turning Customers into Better Customers makes your business:

Ø  Easier to Run

Ø  More Profitable

Ø  More Valuable

Ø  Scalable

Yacht Service Company Owners – It’s About You (part 1)

Finding and deploying the “Secret Sauce” in your yacht services company will make your business easier to run, more profitable and more valuable.  (see blog: “Find and Deploy Your Secret Sauce in Yacht Services” http://bit.ly/YUHDKA)

Few yacht service providers have discovered or deployed their “Secret Sauce”, so the industry remains fragmented.  This leaves you an opportunity to get more of what you want from your business.

It is not only up to you, it’s About You.

As the owner of a yacht services company, whether intentional or not, your business is driven by the answer to the question:  What’s in it for you?

Your Vision
 
Every day, with every interaction with your team, with every interaction with your customers, and with every interaction with your suppliers you are signaling “What is in it for you”.  The meaning of these signals must be intentional.

 The signals you send must originate in a clear “Vision” of what you want from your business.  That “Vision” must be based on the realities of your skills, interests, capabilities, dedication and financial goals for your business.

The purpose of a “Vision” is to clarify why your company exists.

A “Vision” is the first step in making your business easier to run, more profitable and more valuable.  “Vision” is the big idea around which employees, suppliers and all stakeholders shall align. 

Your Vision for your business is about how you and your team spend your time.  A clearly stated “Vision” enables all company stakeholders to make better decisions and all efforts to create more value for customers, employees, suppliers and you.

 

Your Vision Must Fit You

 For every business “Vision” there must be a business model to execute the business and deliver the “Vision”.  The key elements of a business model, as written by Alexander Osterwalder & Yves Pigneur in their book Business Model Generation, are: Customer Segments, Customer Relationships, Channels, Value Propositions, Key Activities, Key Resources, and Key Partnerships.

How you design each of these key elements must fit your skills, interests, capabilities, dedication and financial goals.  For example:  If you design services that require a highly personal relationship with the customer then you must be the right person to conduct the relationship, or you must create a process to handle the customer relationship correctly.  Alternatively, design your service differently, so they fit you.

You are your business.  The first step in finding and deploying your “Secret Sauce” is creating an appropriate “Vision” that fits you.

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If you would like more information on creating your own special “Secret Sauce” for Yacht Services, please email me, gene@truebuildyachts.com

Some of my background in yacht services and service innovation can be read online at the links below.

Truebuild Yachts Blog:  http://truebuildyachts.blogspot.com/

What Boat Buyers Say http://truebuildyachts.com/testimonial_buyers01.html

What Boat Builders Say http://truebuildyachts.com/testimonial_builders01.html

Service Innovation Takes Your Business to Where You Want ItTo Be http://bit.ly/VHs2fU

Find and Deploy Your "Secret Sauce" in Yacht Services

As the owner of a yacht services company, you can make your business easier to run, more profitable and, more valuable if you find and deploy your "Secret Sauce".

“Secret Sauce” results from matching your Vision for your company with the design and execution of service offerings uniquely  focused on your customer.  The goal is , from the customer’s point of view, to demonstrate Trusted Competence, Superior Value, and create Evangelist Customers better than your competition.

As you know, running a yacht service business is a special challenge.  Most yacht services are not standard, not routine, there are many stakeholders, the yacht is at risk of damage, and the yacht owner is usually actively involved.  Few yacht service providers have discovered and deployed their “Secret Sauce”.  

The industry remains highly fragmented, leaving you an opportunity for profitable growth.

Success in providing yacht services requires achieving and retaining the trust of yacht owners and the yacht service eco-system.  This can only be achieved by demonstrating competence, value, and reliably making decisions that the yacht owner perceives are in their best interest.

 

There are many ways to create and deliver your “Secret Sauce”.  Getting it done can be hard.  You have constraints, limited resources, and daily challenges that prevent you from generating the progress toward your goals.  But the rewards are high.  Your business will be easier to run, more profitable, and more valuable.

 

The process starts with determining the answers to these three key questions:

1)      What’s in it for your You?

2)      What’s in it for your Customers?

 

3)  What's in it for your Team Members?

These are deep questions that have a profound and personal impact on you, your company culture, technician empowerment, business practices, training, and communication paradigms.

If you would like more information on creating your own special “Secret Sauce” for Yacht Services, please email me, Gene Kohlmann, gene@truebuildyachts.com

Some of my background in yacht services and service innovation can be read online at the links below.

What Boat Buyers Say   http://truebuildyachts.com/testimonial_buyers01.html

What Boat Builders Say http://truebuildyachts.com/testimonial_builders01.html

 

Service Innovation Takes Your Business to Where You Want It To Be  http://bit.ly/VHs2fU

 

BCVMY40 Design Progresses

Tad Roberts is progressing on the design of the Best Coastal Voyaging Motor Yacht Under 40ft.  This design is based on an open discussion with cruisers in a Truebuild Yachts hosted group at http://groups.yahoo.com/group/Truebuild_Yachts_Project_Discussions/

Pictured above is the planing hull version intended for a top speed of 17 knots

Please join the group or become a Fan on Facebook if you are interested or would like to participate.  http://www.facebook.com/pages/Truebuild-Yachts/227783397698?ref=ts

BCVMY40 – Time to Execute the Project

The group of cruisers discussing the Best Coastal Voyaging Motor Yacht Under 40 ft has agreed there are (at least) two versions of the BCVMY40.  One version has a planing hull capable of 17 knots top speed, the other a displacement hull that would cruise around 7 knots.

The planing hull version has developed the most ardent following to date and is entering the execution phase of costing, sourcing and builder qualification to verify that an exceptional yacht can be realized with radically better value for both the builder and the buyer.

Everyone is welcome in the group discussion.  Join the discussion at http://groups.yahoo.com/group/Truebuild_Yachts_Project_Discussions/

The above sketch from yacht designer, Tad Roberts, depicts the general “rough” concept that has been embraced by the group.  Tad’s willingness to respond to ideas with well thought out images continues to propel the group.  http://www.tadroberts.ca/

“Free” Yacht Contract Review Promotion to Increase Yacht Value for Buyer and Builder

My previous blog discussed why yacht builders price excessively for the cost of “dealing with buyers”.  

Truebuild Yachts is offering contract reviews to yacht buyers for FREE to illustrate how an effectively crafted yacht purchase and sales agreement can increase value for both the yacht buyer and the yacht builder.

If you are a yacht buyer considering purchasing a new yacht and would like Truebuild Yachts to offer suggestions on the content of your yacht purchase contract please contact gene@truebuildyachts.com for a FREE contract review.

See http://www.truebuildyachts.com/contract_review.html for additional information of the contract review process.

Yacht builders price excessively for the costs of working with buyers

Let’s talk about the price yacht builders add for “dealing with buyers”. A large portion of this added price is unnecessary as it is the result of poor communication between buyers and builders or gaming by one side or both. Buyer behavior can add or subtract to the selling price. Note: For the purposes of this discussion, the term “yacht” primarily refers to boats, sail or power, between 35 feet and 100 feet in length, built on a production or semi-custom basis.



In my January 6th blog post I offered my view of a yacht builder’s value calculation.


New Yacht Builder Value = (Gross Profit + Brand Enhancement) – (Sales Costs + Buyer “Interface Costs”) “Interface Cost” is the builders actual and perceived cost of dealing with boat buyers.


Yacht builders add price for dealing with buyers. Most builders think the cost of working with buyers does not scale with the size of the boat. I’ve heard it said many times, by many different builders, over many years, that they would rather sell a 50 footer instead of a 40 footer, or a 75 footer instead of a 50 footer, etc. because the customer is the same amount of work.


Some of this cost for dealing with customers is included in the base price and more may be built into change order pricing. If a builder thinks a buyer is going to be difficult to work with, the buyer will pay for it. Builders calculate the price added for dealing with customers in many ways and call it many things but the amount is based on staffing costs, overhead, service costs and perceived risk created by buyer behavior. The builder’s perceived risk can be mitigated by a properly crafted purchase and sales agreement that can result in a lower purchase price on a boat, keeping mind that the builder is not going to risk the brand (see Brand Enhancement in the formula above). I will discuss crafting the sales and purchase agreement to minimize the added price of dealing with boat buyers in a future post.


Don’t get me wrong. Yacht builders love customers, but the challenges and costs of working with each buyer varies greatly and is often unpredictable by the builder at the time a builder signs a sales contract with a buyer. Most yacht builders in business today are the “best of the best”. They have decades of experience and have satisfied many buyers, but often neither the buyer nor the builder believes they got the value they anticipated at the conclusion of the deal.


The amount a builder includes in a negotiated selling price is based on the status of the yacht builders overall sales backlog, the order backlog for a particular model, the builder’s current cash flow and the perception of the type of buyer with which the builder is dealing.


Boats built for stock and sold without modification have a lower portion of buyer costs included in the pricing, but stock boat pricing includes other inventory related costs. Boats that are tailored to buyer preferences may have a higher amount of buyer costs included in the base price and also in change order pricing formulas.


Builders have different attitudes toward customizing boats for buyers and these attitudes may change based on market conditions. Even those builders with a willing attitude generally prefer to do less customizing than more. I’ve heard it said by yacht builder executives, in many different companies, “can’t you just tell the buyer to give us the order and we will call them when the boat is ready”.


There are many valid reasons why builders worry about and price for the costs of dealing with buyers. A common friction point between yacht buyers and yacht builders is the cost and production schedule effects of change orders. Builders feel they cannot charge enough for changes and buyers regularly feel ripped off. Some buyers do not care what change orders cost, as long as the pricing is “fair”. They want their boat the way they want it. These buyers are willing to pay a fair price and to wait extra time when necessary. This is fine for that buyer, but in a series production or sequenced production situation, delays from change orders can ripple through production schedules, causing delays to customers following in the queue. Delays cause accumulation of overhead costs on all boats in process and reduced production value throughput. In some cases, there is no way a builder could justify charging a single buyer what extensive change orders or customizations really costs for a single buyer. Builders willing to customize boats run a significant risk, especially if they encounter a domino effect of production delays.


The definition of a change order is often not clear between builder and buyer. The yacht buyer believes a change order is added features after the purchase and sales agreement is signed. The yacht builder looks at a change order being any buyer instruction that requires execution. Buyers often argue that instructions are merely defining the specification. Buyer instructions can include moving a thru hull a few inches, re-routing a hose, modifying cabinetry or locating machinery among other things. I’ve witnessed Buyer instructions exceed 300 items. Buyers rarely expect to pay the builder for implementing their instructions.


Buyer Types


I offer below, my own characterization of some buyer behaviors I’ve observed. Some buyers are composites of these types. The purpose for including this list is that buyers can save money for both themselves and the builder by identifying the type of buyer they intend to be and documenting it in a properly crafted purchase agreement.


Smartest Buyer – The builder perceives this buyer will ask questions, request quotes and make changes for the sole purpose of gaining recognition as the smartest boat buyer that the builder has ever worked with. The builder perceives minimal, if any, merit in many of these time consuming buyer requests.


Helicopter Buyer – This buyer wants to constantly be in the yard, is in daily contact with questions and information requests which are often based on what they “just heard” from a friend, forum or supplier and is frequently looking over shoulders challenging ongoing work or outcomes. The build process is slowed owing to daily uncertainty on how to proceed and frequent rework.


After the Fact Buyer – Does not reveal intentions to be deeply involved in fine details of the boat build until “after” things are done, then surfaces with experts and opinions requiring explanation, re-work and back tracking.


Disengaged Buyer – Does not respond in a timely manner to the builder’s information requests leaving the builder uncertain as to execution details causing delays as production milestones get missed and build costs to escalate.


Easiest Buyer – When a buyer states to a builder they are going to be the easiest buyer the builder has ever worked with, the builder usually assumes the opposite. This buyer seems to understand that there is a price to be paid for not being an easy buyer. This buyer often wants to “make all the changes” up front and will “forget about the boat” until it arrives. Builders rarely see a Buyer actually behave this way.


Experienced Buyer – Once a builder has had experience with a buyer, the builder knows what to expect and can price the deal accordingly. Buyers and builders that have built a good relationship with one another on prior yacht builds generally price a deal with minimal “interface costs”.


The overall goal of this blog is to find radical new ways to increase value for both yacht builders and yacht buyers. A key element of that effort is builders and buyers “declaring” what kind of relationship they will have and effectively documenting it in the yacht purchase and sales agreement. A properly crafted agreement can minimize the initial price, minimize change order costs and increase schedule reliability for the benefit of both the yacht buyers and yacht builders.


All comments are welcome.