Session 3-A:

Confidence doesn’t occur naturally, it must be earned through both words and actions that are practiced every day. In this presentation you’ll learn how to both exceed and manage your customers’ expectations, from the first phone call or e-mail through project completion. With an emphasis on communication protocol and communication skills, you’ll discover how to build and maintain customer confidence, by establishing a policy of explaining procedures in the yard; and by relying on standard, understandable definitions for essential terms such as estimates, quotes, T&M, cost-plus, and list. With 30 years in the industry, with over a decade managing boat yards, and 20 spent working directly with customers, or teaching others how to do so, Steve D’Antonio will guide attendees through avoiding and resolving billing disputes, honing excellent communication skills, delivering more than you promise, and winning your customers confidence and loyalty. A Q&A session is included, where attendees will asked to share their most challenging customer confidence building challenges.

Wednesday, January 10, 3:00-4:15pm

Steve D'Antonio

Steve D'Antonio Marine Consulting, Inc.

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