Rusty Higgins: Aid to the Weary

[ttmott]

Geez, what a love fest...
Ok - I'll throw one down also - Thanks brother for all the help and advise over the years! Lunch on me as usual!
Tom

 

[trebbel]

I recently made the trip to Jupiter, FL from Baltimore. Several conversations with Rusty along the way, never at a convenient time. Always willing, always helpful. I had hoped to have the opportunity to have a meal with him but it did not work out this trip. He is a wonderful person, good friend and certainly the cream of the crop at Sea Ray.

Rusty, thank you for all you do for me, for us and for our passion. We are lucky to know you. I look forward to buying you that drink(s) when I see you next! : )

 

[boatman37]

Went to the Cleveland boat show last winter and at the Marine Max section there was a SR employee (forget his name). I mentioned seeing Capt. Rusty on here and he said he had just done a video with him the week prior and agreed he was an awesome person.

 

[Dani-Lu]

I have worked for large corporations my entire career. I have not had the pleasure to meet or speak to Rusty, but I have talked to Frank Webster, countless times. I would not own my current boat without Frank W.

With that said, most corporations are busy trying to create the perfect Customer Experience. At the end of the day, many products in a given industry are some what similar, so corporations are starting to understand customers don’t buy a product, rather they buy, repeat buy and recommend a product, based on the total Customer Experience. It is a journey, not the sale of a product. It starts with the first hello on the phone, or at the front desk of a showroom. It continues through the customer’s buying and ownership experience all the way to the point in time the customer wants a different or newer version. It also continues to the 2nd and 3rd owners of that brand boat. I hope Sea Ray realizes a pretty, well built boat, is only part of the formula for success. I hope they understand their repeat sales and positive references come from everything that happens after someone buys their product. From the new boat punch list to the many years of service, customer questions being answered timely and customer’s opinions being considered. This is the ultimate meaning of a Customer Experience.

Frank and Rusty are amazing guys in general, with or without Sea Ray. Rusty is clearly an amazing “Sea Ray Customer Experience” champion employee. I hope the execs take this seriously and take the time and effort to ensure all employees are trained to understand what the Customer Experience ultimately means, for Sea Ray’s long term success as well as the employee’s success.

Jeff