Glassic Boatworks provides marine repair services to sailboats, powerboats and motor-yachts throughout the United States in customers’ home ports. The company specializes in engine, electrical, and comfort systems repairs to any and all fiberglass boats, including, but not limited to, the classic Chris Craft Commander line of motor cruisers. Starting in 1999, operating on weekends only, the company has grown exponentially from a small home based side business to its current customer base around the country with repeat customers constituting approximately 80% of its current business. Its success is based upon a reputation for exceptional personal service and uncompromising quality of workmanship. Based in Mooresville, NC, near Charlotte, Glassic set out to redefine the marine service industry one customer at a time by providing fair pricing, quality service, and customer education.
Glassic Boatworks was developed and is owned by Lee Dahlen. Lee grew up on boats and always has been near the water, starting on the Chesapeake Bay, and later relocating to Lake Norman in 1977 near his current residence in western North Carolina, outside of Charlotte. He has tinkered with boats and boat engines his entire life. After graduating from high school, Lee received a degree in Gas and Diesel Technology from the Nashville Auto Diesel College in Nashville, Tennessee in 1987. He created this business as a part-time venture to respond to a growing frustration expressed by fellow boat owners that quality workmanship is becoming increasingly difficult to find in the marine industry. It since has grown to a full time company, with 4 technicians, but hasn’t sacrificed that basic customer service philosophy.
By letting customers be present, assist, and learn the many different aspects of marine maintenance aboard their own boats, Glassic Boatworks contradicted the understanding in the industry that “if we teach them how to do it, we will kill our future because they won’t need us anymore.” In fact, quite the opposite has occurred! What we found was that it created more of an understanding in the "billing area" and less calls saying "How can it be this much" People now more understand the hurdles, the busted knuckles, the tight areas, and see that it's more than just a number pulled out of thin air and subsequently business has grown at a much faster rate than projected because "they don't want to do it!"
The underlying tenets of this model are threefold:
1) Integrity - Glassic Boatworks put honesty and trust back into the service field. When the customer is allowed to hang over the mechanic’s shoulder and ask questions during maintenance and repair work, there are no secrets. Simply put, the driving philosophy is that the company has nothing to hide. Glassic Boatworks believes this, and proves its success daily.
2) Transparency - Glassic Boatworks’ customers always understand the cost of services. Our mode of communication is mainly text when they can’t or don’t want to be there. They know when the service provider arrives and departs, and they watch the work that is done in between, or are provided detailed pictures and/or a sea trial video upon the final sea trial.
Customers have 2 options for service rates: (a) $125.00/hour or (b) $750.00/day (daily up to 8 hours for a job list that will keep us there)
3) Accountability - Glassic Boatworks justifies and puts accountability into its billing process. This provides assurance to the customer that its rates are reasonable based upon the services rendered.
Growth through Vision
Today, Glassic Boatworks enjoys a consistent and comfortable annual growth and has developed a reputation that surpasses most other marine service facilities. In short, the company continues to defy the odds. By keeping overhead as low as possible and emphasizing correct diagnosis, quality repairs, and personal customer service, Glassic Boatworks has developed a strong base of customers located throughout the country. The company intends to continue its steady growth, pleasing one customer at a time before moving onto the next!
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Whether it’s our Flat Rate pricing, our Customer Service, or our ability to Travel Anywhere, Glassic Boatworks breathes a fresh breath of air into the Marine Service Industry by thinking “Outside the box” to SERVE you! (It is the root word of “service”) and thus what we live by each day!
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