Boat Repair Shop Owner Meets Growing Demand because his Answering Service was a seamless partner!
October 17, 2016
Summer is an incredibly busy time for Weyden Dozier. His company, Dozier Prop Works, offers propeller and fiberglass hull repair services to recreational boaters. Dozier’s business is nestled on the bank of a major waterway and reservoir popular with fishermen, water skiers, and vacationing families.
To cope with the high seasonal demand for its services, Dozier Prop Works relies on a telephone answering service to help serve its customers. “Just last week, a guy called us on a Sunday afternoon. The very first time he took his boat out, he hit a submerged tree trunk and put a hole in his hull. It was a $45,000 boat, and it had only been wet for an hour,” said Weyden.
“Since it was a Sunday we weren’t open. Our answering service helped him, though. They took down all the details, told him where to deliver the boat, and emailed him a work order. When the guys got to the shop on Monday, everything was ready to go. Lucky for him, the boat was fully insured. We got him up and running in about two weeks, with lots of summer left for him to enjoy his new boat.”
The waterway is also a nationally known walleye fishery. “One of our most-common jobs is prop repair. Those fishermen are really serious; a few of them are sponsored professionals. For them, service has to be available,” said Weyden.
The service Dozier Prop Works offers has cultivated a national customer base. “Mostly, our non-local customers are big-time fishermen. Since we do good work, offer 24-hour service, and turn around jobs quickly, we’ve attracted a lot of out-of-town customers,” said Weyden.
“Word spreads quickly.”
Pursuing this national market meant making some changes. First Weyden added a toll-free number to encourage his nationwide customers. Initially, it didn’t seem this would pay off because his phone system couldn’t handle the influx of calls during the day and no one was around to answer the calls afterhours from different time zones.
To overcome these challenges, Weyden has calls overflow to his answering service during the day when the phone lines light up. If a customer attempts to contact his shop when the lines are busy, the call automatically forwards to the answering service. Their professional staff handles routine matters, such as providing standard prices, turnaround times, and shipping information. For more complicated questions, messages are sent to his fax machine in the shop. “Yeah, it’s old school, but it works for us. At first we tried email but would forget to check it for hours.”
Weyden also added after-hours answering service coverage to serve customers in other time zones. When an out-of-state customer’s prop is damaged, they can receive repair tickets directly from the service. The customer then ships the prop directly to the Prop Works.
“Using a telephone answering service,” says Weyden, “opened up a whole new realm of opportunity.” His off-season work has picked up, too.
“Word-of-mouth advertising has been a big part of our success, but so has answering the phone when people call – whatever time of day or night that might be. There’s no substitute for that kind of service.”
Janet Livingston is the president of Call Center Sales Pro, a premier sales and marketing service provider for the call center and telephone answering service industry – and who helps businesses and organizations find the perfect answering service. Contact Janet at email@example.com or call 800-901-7706.
Peter DeHaan is a freelance writer from Southwest Michigan.
www.Fuzionme.com CCSP Fuzion data portal provides ultimate 1-stop management resource for healthcare call center supervisors and managers Call center ...
Answering Service Case Study: Insurance Agent Loses with Answering Machine
By Peter DeHaan As an independent insurance agent, Jack Kippling had been in the industry most of his career. To grow his clientele he would buy maili...
Answering Service Case Study: Restoration Service Saves the Day—and the House
By Peter DeHaan Michael and Susan Carbine had spent the last six months doing a meticulous remodel of their beloved home. Their kitchen was last, and ...
Answering Service Case Study: Security Solutions for Security Guards
By Peter DeHaan Gerard Hoover sighed. His new security guard monitoring system wasn’t working as well as he hoped. With his staff of guards scattere...
Answering Service Case Study: Attorney Seeks Maximum Impact for Minimal Cost
By Peter DeHaan Dustin Murphy was stepping into his future, with law school behind him and his new practice before him. He needed to make the most of ...
Answering Service Case Study: The Dental Difference
By Peter DeHaan Terry Tyler loved caramel. But as he chomped on the sweet goodness of his mouthwatering treat, something bad happened, something reall...
Answering Service Case Study: Restoration Service Shines While Insurance Agent Falters
By Peter DeHaan With rain pouring down, Jerry Tresman and his wife, Mindy, looked in horror at the water rushing into the basement crock that held the...
Answering Service Case Study: Cleaning Up With Advertising
By Peter DeHaan Jerry Pelzer started Commercial Cleaning and Restoration Services as a one-man company, so he was seldom in the office when the phone ...