The Employee Pathway:

Turn Your Shop Inside Out

Valerie Ziebron, VRZ Consulting


Target Audience: Dealership Owners, Managers & Employees

Date & Time: Dec. 10, 1:00 PM CST



It’s time to turn your shop inside out.


The increase in new boaters has been a tremendous advantage in 2020. Many dealerships served more total customers, more first-time customers, and younger customers. But research shows our record with new boaters needs work. Historically, soon after we bring in new customers, we begin losing them at an alarming rate: 42 percent of first-time boat buyers get out of boating within five years of their purchase, well before they get fully vested in the on-water lifestyle, according to Info-Link.


That’s where you and your employees come into play. You are the insiders of the boating community. The ones who understand boats, boating and boat ownership better than anyone. And your shop is at the heart of the customer’s ownership experience. With support from and collaboration with employees from other departments, your shop team has the ability to make ship shape a lot more than just boats and engines.

In the workshop, “Turn Your Shop Inside Out” dealership expert Valerie Ziebron will help you identify what’s causing your customers pain – and how you can bring your sales and service teams together to change that pain into long-term gain. In the end, you’ll be armed with the knowledge to lower customer acquisition costs, generate more revenue per customer and department, and improve relationships between employees and departments.

This workshop is a Continuous Certification Live course, allowing those in 2020 Continuous Certification to earn credit for their Q4 curriculum, and those interested in learning more about Continuous Certification to gain first-hand experience with the education the program offers.

Learning Objectives


  • Understand leadership’s role in supporting customer experience and retention; 

  • Track the effectiveness of your interdepartmental hand-offs; 

  • Identify opportunities for improved customer education and transparency in sales;

  • Know what key service positions build the most dealership loyalty and how to best set them up for success;

  • Understand where and how management can support service;

  • And discover how to get more qualified sales leads from service.