Ownership changes, management shifts, or even a change in dockmaster can be challenging to even the most loyal customers. People choose a marina not just for location or price, but because of the relationships and routines they’ve built there.
A smooth transition and open communication helps protect that trust. It’s about more than handing over keys and files to a new owner or having a new manager take control of the facility. It’s making sure that service standards, billing practices, and customer touchpoints stay consistent from one day to the next. Additionally, when changes occur, ensure that you inform your customers directly, rather than through the grapevine or social media.
Professional support during a transition doesn’t replace your team or even remove you from the driver’s seat; the intent needs to be to strengthen the team and process. The goal is continuity. Making sure the new fuel dock process feels just like the old one. We ensure that transient guests who book this season receive the same warm welcome they received last year. Ensuring that behind the scenes, systems like accounts receivable, vendor contracts, and preventive maintenance schedules carry on without interruption. This is not to say that change will or should not occur, but during transitional periods it is imperative to work to keep things status quo.
During a recent transition, we were involved in a project where a client purchased a well-run marina that had been a family business for generations. Having a structured onboarding plan meant customers realized the transition had occurred but did not notice any operational changes during the process. They still saw familiar faces, their billing stayed consistent, and the new owners were received with welcoming discussions as opposed to trepidation and distrust of what was to come.
Recognizing the importance of a structured plan and process, even for simple tasks, can help avoid confusion and create problems that can be easily planned for in advance. Ensuring that vendors get paid on time. Monitoring that customer inquiries are followed up by the right person with the right messaging. Checking with the team to ensure that planned maintenance does not get delayed. Missing on simply identifiable items like these can erode customer confidence quickly. This not only leads to mistrust but also social media backlash, creating challenges that can be easily addressed with a solid plan in place and shared with the team and your customers at the appropriate time.
Whether you’re selling, bringing in new investors, or just changing out a key staff member, having experienced hands on deck can keep things steady. The proper process protects your reputation and your revenue while allowing you to focus on the exciting strategic side of the change.
If you’re planning a transition, or even just thinking about it, let’s talk. With a bit of planning now, you can avoid the need to recover later.