Houseboating Adventures - Issue 17 - (Page 38) HOUSEBOATING COMPANY OF THE YEAR Sumerset Houseboats www.sumerset.com Interview with Sumerset’s President, Steve Lochmueller HBA: It has been four years since you took the helm at Sumerset. What was the biggest challenge you faced when you first took charge? SL: On a smaller scale, getting the word out to the public that the company was under new ownership and leadership and working with the current customer base to correct issues they faced. On a larger scale, elevating the company from a small-town cottage industry to become a professional corporation functioning in a global economy. HBA: What do you think the biggest changes at Sumerset has been in the past four years? SL: Internally, the challenge was to re-invigorate our quality control and a commitment to service after the sale. This was not really a change in attitude, because the commitment to quality and service has always been at the heart of this company. It was a change in intensity and focus. A good analogy might be comparing it to developing the intensity and focus of a championship sports team. We needed to concentrate on listening to our customers about what they want in a custom houseboat—instead of what we think they need. Externally, the development of our Exclusive Dealer Network, including our International Sales Division, and the introduction of our Five (5) year warranty – Sumerset Secure. These programs brought Sumerset up to the level of other well known boat builders in the industry. HBA: What are the biggest advantages Sumerset has developed over its competition? SL: From a design standpoint our advantages include the quality of our materials, our production processes, and )6B@" A05("%C&5AB9&@ the care and craftsmanship our people put into every project. Also, our flexibility and desire to create the customer’s vision; we are not going to tell our customers, "We don’t do that." From a value standpoint, we develop customer relationships that last decades, not just until the check clears the bank. We provide responsive service and experienced problem solving. If you read our customer testimonials, they say things like, "we’ll never own anything but a Sumerset; your great service is why I bought a Sumerset; your product and your people are fantastic." We made it our business to provide the best product AND the best customer service. HBA: What is the biggest change you have noticed in house boating in the past four years? SL: Definitely the customer’s attention to safety and the value of NMMA certification. As houseboats become more mainstream, thanks to publications like yours and television programs like Houseboating Today, the demands of the consumer for a safe, well-made houseboat has become loud and clear. Because Houseboating is such a family oriented activity, the consumer wants to feel comfortable putting their family onboard and rightfully so. We have also seen a trend developing over the last 12 months that deepens the customization process beyond counter tops and TV choices to hull designs, deck configurations and extensive outdoor living spaces on the upper deck. Again, I think this trend is an offshoot of houseboats becoming more mainstream. I just received an email the other day and I quote, "I just spent our best Photos: Nelson Rapoza http://www.sumerset.com
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