exemplifies outstanding service and leadership under its passionate General Manager, Taylor Doll. SERVICE TECHNICIAN TO GENERAL MANAGER Doll’s journey with Dockside Marine Centre is both impressive and unique. In 2015, while competing in the World Jet boating Championship in Alberta, Doll was headhunted by Dockside, which was looking for service technicians. They offered him a position he couldn’t refuse, leading him to move back to Kelowna and start working within the service department. Despite his initial success, Doll eventually left the company to open his own shop in Kelowna. When Dockside was sold to the Knight Automotive Group, and new Management came on, they quickly recognized Doll’s potential and approached him with an offer to return and run the company. Doll agreed, ushering in an exciting new phase for Dockside. BUILDING A CUSTOMER-CENTRIC CULTURE Doll’s return marked a significant transformation for Dockside Marine Centre.With a background in service rather than sales, he brought a fresh perspective to the company. He emphasizes that if he can’t service something, he can’t sell it, focusing on doing a few things exceptionally well rather than juggling too many tasks. The approach hones in on service, communication, and support after the sale ensuring every customer feels valued and appreciated. One of the significant milestones achieved under Doll’s leadership is establishing a cohesive and dedicated team. He notes, “We have an incredible team of great people.”The commitment to teamwork and excellence was recently recognized when one of the local polls voted Dockside Marine Centre the number one place to buy, sell, and/or service a boat in Kelowna. COMMUNICATION AND TRANSPARENCY Clear and consistent communication with customers is a cornerstone of Dockside’s strategy. Doll acknowledges that this has been an area needing improvement. “Communication with the customer is massive,” he states. “Even if it’s not good news, updating the customer about where we are at is 225 BUSINESS VIEW MAGAZINE VOLUME 11, ISSUE 08 DOCKSIDE TOW & STOW
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