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Over the years I have come to admire the customer support that I have received from the folks who work at Bass Cat Boats. In fact, I have seen the BCB customer service model as an example from which I often rate others against.
Last week during a conversation with Rick Peirce about the issues that was being experienced trying to help a friend with another boat manufacturer we all agreed that there will be times when things go wrong, or components do not hold up as they should. As we all agreed, shit happens, welcome to the real world. But what sets a great person or a great company apart from the others is the way that the issues are handled afterwards. Is the issue swept under the rug? Or does the person(s) responsible stand up and set things right?
Unfortunately, in today’s economy a large number of companies and their employees simply ignore component and service issues, leaving their customers frustrated. Having dealt with these types of companies and employees on too many occasions consumers are becoming accustom to the poor service and respond by taking their business elsewhere. Often, we the customers, give up with our local businesses and head for the “cheapest deal” since we have to accept the fact that we will be left to our own accord if there is an issue with the purchase.
One such consumer incident happened to a purchase of mine the other week. Since this was with Bass Cat Boats, I had a feeling that things might be straightened out with a little help from both of us, the retailer and the customer. Long story short, there was supposed to be an item that I had ordered and paid for that I required for my trailer that was to be given to me at the Owner’s Invitational in Beaver Lake last month. Unfortunately, the item was misplaced back at the Bass Cat Shop during the transfer that B.C.B. is doing from the old shop to the new manufacturing building. OK Stuff happens. Well when I called to see what we could do about the issue I was informed that the parts have been shipped (on B.C.B. dime) to my residence. And since they heard that I was looking for a replacement cup holder they through that into the order as well.
Now that is true customer service.
We are not perfect, but those who admit errors and go the extra mile to make things right are what make Bass Cat Boats stand above the rest.
Thanks
D Brame
Kingston, Ontario
Can’t beat Parts service. Ordered a new side mount jack and a some bling for when I get a new truck not to far down the road. Ordered around noon EST and shipped by the end of the day. Should have in 3 days. Shipping is still awful expensive but that’s a FedX issue not BCB.
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