As 2018 winds to a close and Thanksgiving Day approaches, it’s only natural to reflect on the year.
At Legend Boats there’s a lot to be thankful for. In fact, after asking a large cross section of our staff, it was nearly impossible to find a common theme. Nearly everyone has a unique response to the questions;
“What has happened over the past year that’s made your job easier or more enjoyable?”
“What are you thankful for?”
It wasn’t an easy decision to move our WhiteFish head office into a bigger building. We started this as a small, family run business and we know that’s what makes us special. Moving into a bigger building felt like we might be risking that.
Our grand opening was in May of 2017, but fast forward to today and things are looking great! Not only have we been able to retain our family structure, we’ve managed to reinforce it. Everyone has their own space and their own department, which feels a little corporate but we get to help our customers better, so that’s ok! Beyond that, we’ve kept open-door policies and have plenty of multi-department discussions and projects. The new facilities are gorgeous and really allows us to showcase our products in a way that’s warm and welcoming to our customers. We couldn’t be happier with the move.
Many companies impose codes of conduct and a cookie cutter approach to working with customers. Not at Legend Boats! Instead of just Sales Representatives being assigned to a customer (and being the only one allowed to speak with them) every single Legend Boat employee is encouraged to work directly with customers. Not only that, there are no rules. We enjoy complete freedom to speak to customers how they want to be spoken to, and to help them without having to go through red tape or a prohibitive pecking order. This (lack of) structure helps customers with immediate solutions or answers to their questions, but selfishly it makes doing the right thing very easy, which feels good.
In larger organizations it can feel nearly impossible to exact change. This is even more pronounced for customers who want to make suggestions and see their recommendations turn into reality. In larger organizations these voices rarely reach upper management. At Legend Boats we understand that the customer is the one riding in boats or pontoons all day every day, and the most qualified to recommend improvements to these products. We get to listen, record, bring the suggestions to Product Development, and make it happen.
Although we’ve expanded our workforce lately, there are more than a few staff members that have been with us for years. Despite having to move around, learn new tools, train new coworkers, and relocate to the new office, their attitudes have remained positive and their actions always helpful. It’s thanks to these people that Legend Boats was able to make critical improvements to our business without sacrificing the customer experience.
They say a carpenter is only as good as his tools. Like most everywhere else, this is true at Legend Boats. In short, we’ve upgraded our processes, software, communication tools, and customer management systems. Why? Well to serve you better. When it’s easier to do our job and make you happy, we’re happy.
Almost every department has enjoyed adding new members to their team, and they’re at the top of their game! Not only has this injected a new sense of optimism and enthusiasm. To support this enthusiasm, like all other staff members, we’ve made it clear that the entire organization operates with an open-door policy. Everyone has equal opportunity to have their voices heard and introduce new ideas and innovation. It’s this approach to business that has allowed us to keep that family feeling despite all of the growth.
The people we work with are hands-down the biggest reason to be thankful this year. We spend 40 or more hours a week with each other, succeed together, and rely on each other. We can’t overstate how wonderful it is that everyone gets along and puts a genuine effort into helping each other out. This is tremendously important because we like to think as you - our customers - as family too.
Last but not least; our customers.
Of course we’re happy when we sell a boat or a pontoon. But this goes much deeper than a simple transaction. Our customers having been leaving great reviews online, sending personal messages of appreciation (including photos of their children catching their first fish), recommending us to their friends and family, and buying their second or third Legend Boat. When you start a business you always hope to be able to make a meaningful difference in the lives of your neighbours and it’s an indescribable feeling to see it happen.
This loyalty is deeply appreciated by the entire staff at Legend Boats, and we promise we feel the same way about you. When you talk, we listen.
So how about you? What are you thankful for this year?
We know that friends and family are going to top your list, but we do hope your brand new Legend Boat makes an appearance :)