Attention to details keep customers coming back

Published On: September 1, 2024Categories: Exterior, Shop Techniques

When I think about why our customers keep coming back boat after boat, year after year, I find peace knowing they have been very pleased with their canvas. We have seen customers return for new canvas after we did their original project 15 or more years ago. They say, “We came back to you because the canvas has held up great!” Customers often mention some small detail we included on the previous project, and they want to make sure we include it again.

It may be a simple air vent or a cleat opening flap or a “J” zipper door for quick access. It’s always the little things. I remember a customer coming in to thank us for putting pull loops on the aft of his new cockpit cover. Although they are standard equipment for us, the customer went on and on about them. When I asked if he liked the new cover, he said, “Yeah, yeah, it’s fine, but those pull loops are awesome!”

When you ask your customers if they need a doggy door or an access flap for their garden hose and electric cords, you often make a customer for life. We once made a hanger in a customer’s camper top to provide a perch for a parrot that talked to people who walked by on the dock. People with go-fast boats like to stow the frame and top inside the engine compartment when not in use. With a little creativity, any canvas shop can incorporate special hangers and holders using common materials and hardware found in their shop.

Many of the small details are more common to the canvas trade. Canvas shops would be wise to spend a little extra time on the extras. Here, we’ll go over some of them.

Windshield vents (Photo 1)

Photo 1: Details such as thoughtful ventilation are extremely important to any boating family. Even a small vent will solve heat issues when the vessel is underway.

Placing windshield vents into windows that are rarely removed is something your customers will really appreciate. Even those who have cockpit air conditioning like to have fresh air when running the boat on open water.

Rail clips (Photo 2)

Photo 2: Sewable clips are handy and are available through ATV and Jet Ski® dealers.

Sewable rail clips prevent privacy shades and sun blocks from drooping in the heat between attachment points. These are inexpensive to buy and customers greatly appreciate the results.

Pipe exits (Photo 3)

Photo 3: Pipe exits reduce spray and leakage around pipes and give a nice finished look.

Where pipes enter and exit through the canvas, take a few extra minutes to fabricate pipe exits. These not only stop water from leaking in around the pipes, customers will appreciate the finished look.

Zippered access points
(Photo 4)

Photo 4: A simple zipper will make installing and removing a full cover much easier.

Keeping waterfowl off the swim platform makes entry onto the boat impossible without unfastening the cover. Providing zippered access allows easy entry to the boat and easier removal of the cover. “J” doors in aft curtains also are a huge benefit to customers and only take a few minutes to install.

Traveler lines (Photos 5 and 6)

Photo 5: By reversing the traveler, lines can easily be redirected.

Traveler lines often pose a problem as the line typically passes through the windshield glass well above deck level. You may want to suggest to your customers that they reverse the direction of the traveler. By doing so, the traveler lines extend forward to a pulley, then follow the sheet lines rearward, passing under the dodger at deck level.

If the traveler lines cannot be reversed, a little preplanning as to where your panel junctions will be can help you bring lines into the dodger without making openings in the glass.

Photo 6: Plan your projects ahead so that sheet and traveler lines have easy access into the dodger without the need for large openings in the windshield.

Small extras are meaningful

From folding windows and sliding doorway panels to flip-up smile windows, these little extras will set you apart from other shops in your area. Plus, customers will find that these details add enhanced functionality to their canvas projects.

The details also include the materials we use. When a customer says, “I can’t believe we have never had to bring our canvas in for a restitch,” it means that those Teflon threads are worth every penny.

By choosing fabrics that are long-lasting and PVC that won’t yellow and become brittle, you are providing extra benefits from your products and to your customers. 

We would rather be known as the shop who overbuilds than the shop that cuts corners. Wouldn’t you? 

Russ Griffin is co-owner of Northcoast Marine Specialties LLC, which operates a training facility in the art of canvas making in Port Clinton, Ohio.