Revitalizing Otter Creek Marina

From Legacy Operations to Modern Success

The Challenge

When we acquired Otter Creek Marina, it was the middle of high season, and we were immediately thrown into the deep end—literally and figuratively. From figuring out how to pump fuel without creating a small disaster, to sorting through decades’ worth of paperwork piled high in the office, to introducing ourselves to customers who knew the place better than we did, it was trial by fire (or water, in this case).

The marina’s charm and loyal community were undeniable, but the outdated processes—like handwritten contracts and cash-only payments—meant inefficiencies were everywhere. We knew we had to balance preserving the marina’s legacy with bringing it into the 21st century.

The Solution

To tackle these challenges, we rolled up our sleeves, put on our life jackets (just in case), and got to work:

  • Operational Overhaul: We waved goodbye to the endless paper trail and implemented a digital system for contracts, payments, and communications—no more missing Post-it Notes.

  • Digital Presence: Created a user-friendly website and amplified the marina’s visibility on social media, ensuring our customers could find us both in-person and online.

  • Customer Experience: Upgraded amenities, small DIY physical improvements, ensuring reliable utilities, and making the marina a place customers wanted to spend time.

  • Revenue Streams: We launched promotions for winter storage and explored new opportunities like boat rentals, liquor licenses and adding boat lifts.

The Results

The transformation was nothing short of extraordinary:

  • Efficiency: Administrative tasks were reduced by 40%, giving us more time to focus on strategic goals (and spend some extra moments out on the water).

  • Customer Satisfaction: Slipholder renewals shot up to 95%, with glowing feedback about the improvements.

  • Revenue Growth: Annual revenue saw a 20% boost, thanks to better marketing and optimized operations.

As one of our slipholders put it:
"I’ve been at Otter Creek for years, and this is the best it’s ever been. The small changes are adding up over time and show the care and attention you’re putting in to the marina and us as customers.”