on customer service

Having to line up a yard to replace the mast, I had to call around to the various boat yards to accommodate our boat. You can really get a feel about the competencies of the yard by their handling of my calls.

We decided that our past experiences with SF Boatworks did not warrant our continued patronage. So we nixed out SF Boatworks as a possible yard for mast repair.

Svendsens Boatworks – we’ve heard a lot of accolades about Svendsens and they were our first choice for a boat yard. They were efficient in routing my call to the relevant person, except that he was not very available. His admin was also fairly busy, but once on the phone, she was efficient and friendly. However, Svendsens were so booked that they cannot even take the mast down before 3 weeks. That was too long of a wait on the critical path so we opted to find an alternate vendor.

Hanson’s rigging – Called and left a voice mail. Got a cell phone number, so I decided to call it instead. Reached Glen Hanson, discussed the issues with him with his promise to get back to me on some sort of estimate. So far, I have not heard back from him. Disappointing.

KKMI – Called and immediately got transferred to a project manager – Kim Desinger. He was very responsive and offered to take on the project immediately. I told him that we can sail the boat to his yard by tomorrow Noon, and he coordinated his team to accommodate us. When we delivered the boat to his yard, we pulled up to the rigging dock on J-Dock and was quickly greeted by someone that informed us this space was reserved for a pending boat with a broken mast. Given our mast was still standing, he didn’t realize that we were the boat. Nonetheless it’s nice to see that the yard’s communication process was tight. Upon checking in the front office, Kim and his riggers worked pretty efficiently to disconnect the mast from the boat and let us motor the boat back to Coyote Point with the flooding tide. It was an impressive demonstration of customer service and competency. No wonder they’ve succeeded in bringing all the Maxi boats to their yard.