41 years of family business, with no let up
The recipe for the Marinas success is more than its product line, it is all about service. Steve and Pauine Smart understand the needs of cottagers and tourists alike. They also know that the most important things about their business are the same as any other retail or service business in a tourist area, maintaining their enthusiasm, providing customer service, and promoting the region where they operate. Even though the marina business is a seasonal operation, the Smart's work on it year round.
"The season for us starts in January at the boat show in Toronto [where they man the Princecraft & Evinrude manufacturer booths.
It seems to set the tone for the whole year," said Steve Smart, "it gives us a sense of the market and what people will be looking for in the summer time. It also provides an opportunity for us to promote the Land O'Lakes to the Toronto market." Smart's sells, maintains and fixes boats and motors, and if boat sales are not as strong one year because of the economy, it generally means an uptick in the repair business.
That requires strong, long term relationships with customers, relationships that can span two generations or more.
Each summer, when local students come to Smart's Marina to work, they get lessons in how to dock a boat and how to run the cash and about the products that are for sale and how they work. But they also learn about how to respond to a customer.
"We offer a welcoming environment to our guests and train staff to always go the 'extra mile'. Our recruiting approach is to 'hire for attitude and train for skill.' These people SMILE and understand the service culture and know that the guest comes first, ALWAYS.
Our customers know that we are a place where not only do they get great service, but get it when they need it most (on a weekend) allowing them to get back on the lake to enjoy their vacation! We all gain... Smart.
Smart's Marina sells a a premium line of Princecraft Fishing and Pontoon Boats, Evinrude Etec and Mercury outboard motors.
Located on Mazinaw Lake, Smart's offers more than just a place to buy a new boat
or motor. Their facilities include dockage, storage, rentals, gas, ice, a marine store and shop, boat and motor sales, service, parts and accessories. They have a large selection of cottage toys: wake boards, water skis, life jackets and so much more!
Smart's Marina was founded by Steve Smart's father Jim, 41 years ago. This season, Steve and Pauline welcome aboard their son James into the business. James is a duel licensed Marine and Small Engine Mechanic with over 5 years experience with Ward's Marine in Kingston. James, with sights set on taking over the family business, will be concentrating mostly on the service shop end for now so the business has a bright future!
When you check them out, be sure to drop in to their NEW SOFT SERVE ICECREAM SHOP!
