WESTPORT MARINA TAKES CUSTOMER SERVICE TO A NEW LEVEL
January 26, 2010
Westport Marina is remarkable in a number of ways. For example, the recently re-opened marina is not in the business of renting slips, and its owner is a boat manufacturer thousands of miles away. But what makes Westport truly unique is outrageously excellent customer service…and the kind of customer it serves.
If you’re familiar with air travel by private jet, you already know something about Westport. As your G5 taxies in and chocks up at the “fixed-base operator,” you’re not thinking about slogging through baggage claim and taking the shuttle out to the rental car lot. Nuh-uh. You’re going down the boarding stairs and right into the limo. If your pilot radioed ahead for something, it’s there. If you ask for it, it will be done.
G5-level service is the model for Westport. The special-purpose marina is a commissioning and support facility for the Westport line of American-made super yachts. But do not think that Westport management regards the facility as an afterthought to building boats. The marina is central to the company’s core business. “We think our job is 10% building the product and 90% providing services and customer support,” said Phil Purcell, Vice President of Shipyards. “Our focus is on delivering a superior customer experience.”
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MAGAZINE: Marina World
ISSUE: January/February 2010