5 Star

Spicer's Boat City becomes one of the first Five Star Certified Marine Dealerships in the country.

Marine Industry Dealer Certification is a new industry standards program developed in a cooperative effort by boat manufacturers, dealers, and engine builders, as part of an industry-wide effort to develop programs focused on delivering an excellent boating experience. Spicer’s Boat City is one of three dealerships in the state and the only in northern Michigan to meet Five Star Certification standards.

The program provides dealers with a set of criteria designed to create continuous improvement across all departments and, in turn, develop processes for meeting and exceeding customer expectations. The criteria and business best practices address the quality of dealer sales, service, parts, follow-up, facilities, as well as employee and customer satisfaction. An independent program consultant must verify criteria compliance, and dealers are reevaluated every year to ensure they continue to meet the Certification requirements. “Spicer's Boat City is one of the finest operations I’ve visited”, said Five Star consultant Jim Edwards upon announcing Spicer’s certification.

Certification also includes a commitment to adhere to a “Consumer Bill of Rights.” This document, posted in the dealership, lets Spicer's Boat City ’s customers know what to expect and outlines how they will be treated. It is Spicer's Boat City ’s commitment to its customers.

By achieving Certification, Spicer's Boat City has demonstrated that it is dedicated to providing it’s customers with a consistent and positive experience every time they visit the dealership. Customers will know when they see the Marine Industry Certified Dealership logo that the business cares about their boating experience from purchase to service and beyond.

In order to obtain Marine Industry Certification, Spicer's Boat City employees had to demonstrate that they met the Certification criteria and best practice standards in the following areas:

· An Overall Commitment to Excellence and the Highest of Service Standards

· Customer Satisfaction Measurement

· Adherence to the “Consumer Bill of Rights”

· Employee Satisfaction and Development

· Technical Training

· Maintaining a facility that meets the highest standards in the industry

· Maintaining and improving consistent customer-focused processes in all departments

With its roots in the international quality movement, the Marine Industry Certified Dealership program applies these qualities and continuous improvement principles to retailing in the recreational boating industry. Boaters can expect to have the best experience at a Five Star Marine Industry Certified Dealership.



	Spicer's Boat City 4165 W. Houghton Lake Drive Houghton Lake , MI 48629 May 5, 2006
	Spicer's Boat City becomes one of the first Five Star Certified Marine Dealerships in the country. Marine Industry Dealer Certification is a new industry standards program developed in a cooperative effort by boat manufacturers, dealers, and engine builders, as part of an industry-wide effort to develop programs focused on delivering an excellent boating experience. Spicer’s Boat City is one of three dealerships in the state and the only in northern Michigan to meet Five Star Certification standards. The program provides dealers with a set of criteria designed to create continuous improvement across all departments and, in turn, develop processes for meeting and exceeding customer expectations. The criteria and business best practices address the quality of dealer sales, service, parts, follow-up, facilities, as well as employee and customer satisfaction. An independent program consultant must verify criteria compliance, and dealers are reevaluated every year to ensure they continue to meet the Certification requirements. “Spicer's Boat City is one of the finest operations I’ve visited”, said Five Star consultant Jim Edwards upon announcing Spicer’s certification. Certification also includes a commitment to adhere to a “Consumer Bill of Rights.” This document, posted in the dealership, lets Spicer's Boat City ’s customers know what to expect and outlines how they will be treated. It is Spicer's Boat City ’s commitment to its customers. By achieving Certification, Spicer's Boat City has demonstrated that it is dedicated to providing it’s customers with a consistent and positive experience every time they visit the dealership. Customers will know when they see the Marine Industry Certified Dealership logo that the business cares about their boating experience from purchase to service and beyond. In order to obtain Marine Industry Certification, Spicer's Boat City employees had to demonstrate that they met the Certification criteria and best practice standards in the following areas: · An Overall Commitment to Excellence and the Highest of Service Standards · Customer Satisfaction Measurement · Adherence to the “Consumer Bill of Rights” · Employee Satisfaction and Development · Technical Training · Maintaining a facility that meets the highest standards in the industry · Maintaining and improving consistent customer-focused processes in all departments With its roots in the international quality movement, the Marine Industry Certified Dealership program applies these qualities and continuous improvement principles to retailing in the recreational boating industry. Boaters can expect to have the best experience at a Five Star Marine Industry Certified Dealership. FOR MORE INFORMATION CONTACT: Phillip A. Spicer Information: www.discoverboating.com/buying/certified/marineindustry.aspx President