Likely, things are even hectic around the dealership right now and that can cause anyone on our team to make a mistake that, in just a matter of seconds, can lose a prospect or customer.

While the Telephone Doctor specializes in online and phone customer service training, here’s a checklist of five words or expressions that should be banned forever in every dealership:

Banned word or phrase No. 1: The word “no” at the beginning of any sentence. It doesn’t matter what the customer wants, using this word to respond will be taken by the customer in only one way — rejection. Even if “no” is the proper answer, it can be turned into a positive by saying: “We not able to do exactly that, but we can do the following for you.”

No. 2: “I don’t know.” These words should never be uttered. If you don’t know, tell the customer you’ll find out. Try this: “Gee, that’s a good question (or serious situation) and I’m going to check and find out about it for you.” Let’s face it, there usually isn’t a thing any employee can’t find out about or at least get the right person on it. So “I don’t know” should never be heard.

No. 3: “We can’t do that.” If you really want to steam a customer, this one will do it. After all, the customer comes believing you can or should do it. “We can find a way” should be the prevailing attitude of all team members. Try this: “Boy, that’s a tough one. Let me see what we can do for you.” Then, find an alternative solution that can make the customer happy.

No. 4: “You will have to.” Big mistake. The only thing a customer or caller has to do is die and pay taxes (and it seems a lot more of the latter these days). Moreover, customers don’t like being told they “have to” in order to solve a problem they’re thinking you should solve. So, instead, use these carefully chosen suggestions for openers: “Here’s how we can help you with that” or “the next time that happens, here’s what we recommend you do.”

No. 5: “Hang on a second, I’ll be right back.” If you’ve ever said that to a caller, you’ve probably lied. Besides, most customers immediately think you’re giving them the standard, meaningless “on hold” bull. Why not just tell the truth? Like this: “It might take me several minutes to get the right information for you. Are you able to hold while I check?” If it takes more than three minutes or so, check back with the customer and say: “I’m still working on it, can you stay with me a little longer?” If the customer cannot, get their phone number and promise to call back shortly. And, of course, call back shortly.

It doesn’t take much effort to memorize the best ways to respond to a customer or prospect. The truth is that the power to keep all situations under control — to please customers or at least keep them from boiling over — is on the tongue of everyone on the dealership team and there’s no better time to re-emphasize it than now, when things are good.

The problem: An increasing bloom of toxic algae that’s now appearing each summer on Lake Erie. In fact, in 2011 it was so widespread that it covered about 1,600 miles of the western and central portions of the lake with algae reaching two feet thick at many points. It’s resulted in expanding the so-called “dead zones” (areas lacking oxygen) on its bottom, reducing fish populations while also fouling beaches, hurting the $11.5-billion-a-year tourism industry and damaging the marine industry, among others.

It’s all bringing back bad memories of the late 1960s when Cleveland’s Cuyahoga River burned and Lake Erie became the poster child for the nation’s water-pollution problems. But the federal Clean Water Act of 1972 requiring vastly improved wastewater systems and state legislation to reduce phosphorus going into the lake combined for one of the great environmental turnaround stories.

In less than a decade, Lake Erie had become the sportsmen’s walleye fishing capital of the nation, while annually producing the most abundant freshwater commercial fishery in the five Great Lakes for a variety of species. Its renewed water clarity brought back activities like scuba diving, while boat sales mushroomed and thousands of new marina slips were built and Ohio sailed into the nation’s top 10 boating states. Now there’s genuine fear again for the lake’s future.

“We’ve seen this lake go from the poster child for pollution problems to the best example in the world of ecosystem recovery. Now it’s headed back again,” laments Jeffrey M. Reutter, director of the Sea Grant program at Ohio State University and a foremost authority on Lake Erie.

“The goal of [the Lake Erie Improvement Association] is to reduce nutrient loading into Lake Erie and to help address other Lake challenges,” explains Jim Stouffer Jr., association president and CEO of the Catawba Island Club. “[The association] bridges the gap between public and private Lake Erie stakeholders using a business-model approach. We’re uniquely positioned as an organization to speak for healthy Lake Erie-dependent businesses to promote economic sustainability.”

To that end, the group has developed an aggressive 22-point strategic plan. A few highlights include issuing an annual Lake Erie Status Report Card; taking direct actions like banning phosphorus fertilizer use on mature lawns; setting nutrient target loads at river tributary outfalls; and reducing phosphorus runoff on agricultural land by one pound or more per acre.

It’s the latter that’s the elephant in the room. The Lake Erie watershed encompasses more than 22,000 square miles spanning four states and parts of Canada. It’s estimated that 75 percent of the land use is for agriculture. Moreover, it’s believed most of the phosphorus originates near Toledo where the 137-mile Maumee River empties into the lake’s western end. The other area of prime concern is the Detroit River, which provides the overwhelming majority of water flow into the lake’s western end. But while the Maumee provides only an estimated 5 percent of the water flow, it contains 50 percent of the phosphorus.

To see meaningful cuts in phosphorus levels, experts agree the methods and equipment used by some 70,000 farmers impacting the lake must change. No small undertaking, to be sure, but it’s acknowledged that most of the phosphorus is now coming from farmland. Here’s why:

Nowadays, more than half of the farmland is planted without old-fashioned tilling. Rather, seeds are inserted mechanically into small holes in the unplowed ground. Then, fertilizer pellets are spread on the bare ground at the rate of 48 pounds per acre. In the old days, most pellets sank into the plowed soil and stayed there. But now there’s no plowing. So rain and snowmelt wash an average 1.1 of the 48 pounds off unplowed soil, much of it into the Maumee and Lake Erie.

The algae problem isn’t just on Lake Erie. Blooms are hitting other lakes in Ohio like Grand Lake-St. Marys or in Lake Winnipeg, one of Canada’s largest, and in some bays in Lake Huron, to note a few. The U.S. and Canada successfully spent billions in the 1970s and ’80s to reduce the phosphorus by two-thirds. But it’s back again, seemingly bigger than ever.

Groups like the Lake Erie Improvement Association see that the problem might be even more intractable now. That’s why they are lobbying, promoting research, expanding monitoring, demanding implementation programs, pushing more education and hastening to bring about a new outcome.

If you are part of the Lake Erie watershed, I strongly urge your direct support of the Lake Erie Improvement Association. If not, but you do have similar circumstances in your area, I suggest you look at the plans and actions of the association as a possible model for your direction. Simply go to: www.lakeerieimprovement.org .

Our new Samsung refrigerator was one week old. The ice dispenser was frosting up. A call to Samsung customer service (as prescribed in the manual) reached a customer service rep who immediately said:

“We’re sorry for any inconvenience. Tell me your problem.”

I did.

“Oh, that sounds like a normal startup. Just clean off the frost and it should be OK,” she advised. “And, again, we’re sorry for any inconvenience.”

We cleaned off the frost. Two days later, it was frosted up again.

“We’re sorry for any inconvenience,” said the customer service rep answering my second call.

I explained the problem and the results of my first call.

“Our tech staff is really busy these days (with refrigerator complaints, I figure) but I’ll have one of them call you back within two days,” she promised, “and we’re very sorry for any inconvenience.”

Three days later and no call back! So I called again, outlining the problem and the history.

“I’m sorry for your inconvenience,” said the third customer service rep, “and I will make sure you’re called by our tech people tomorrow.”

Forty-eight hours later, no call back.

With our new refrigerator still frosted (and me reaching the same condition), I chose to ignore the owner’s manual that said “Do not return this product to the store, contact Samsung customer service.” I decided to call The Home Depot, which I bought it. Frankly, I really didn’t want to do that. After all, The Home Depot didn’t manufacture this product, Samsung did. And in the boat business I’ve seen how the dealer can be caught between the customer and the manufacture over a problem clearly created by the builder.

But I called anyway and explained everything. I was assured by Melissa that she’d jump on it “first thing in the morning and we’ll get some action.” And, yes, she was also “very sorry for your inconvenience.” But, to The Home Depot’s credit, Melissa did exactly what she promised and our phone rang from a Samsung customer rep.

As of this writing, we’re waiting for a call from Samsung’s local service provider. We’re confident the problem will get solved, one way or another. But the point of this blog isn’t our refrigerator. Rather, that there’s something of real value to take away from this experience and here it is:

Apologizing to a customer when something goes wrong is the first and right thing to do. Maybe it’s not even your fault. It doesn’t matter at that point. It’s bad policy to let a customer stew in disappointment or anger for any amount of time. It’s time to apologize and move forward. A good four-step formula would be: (1) Apologize; (2) Explain what you will do to satisfy the customer; (3) Make some amends, if applicable to the situation; and (4) Apologize again.

Samsung essentially followed 1, 2 and 4. But, this situation clearly indicates there should be a Step 5. It’s having a fail-safe system in place to document a problem and record what action is being taken. And, most important, the system should include the customer service rep following up to see that whatever action has been promised the customer is actually being fulfilled.

More specifically, in this illustration, at least two of the three Samsung customer reps who committed to have the tech people call should have been required to follow up with their tech group to see that the commitment was being kept. Just assuming someone else is doing it is clearly not enough. Further, if for any reason it is not being handled as promised, the customer rep should be the one responsible to immediately contact the customer to explain further action.

Absolutely, an apology is a great first step. But only keeping promises to resolve the problem — and timely communication with the customer — completes the circle. How does the system work at your dealership?

The hard truth is that as small business owners, dealers have very limited ability to influence public policy. Small-business owners simply don’t have the deep pockets of the big corporations that can hire their own lobbyists. But when dealers unite, the picture suddenly changes. Enter our industry’s marine trade associations.

I chuckle at the position of the Federal Trade Commission that business associations exist to fix prices and restrain trade. Duh! Ranked highest in virtually every survey of trade association members is the role the organization plays in addressing legislative and regulatory matters. Dealers recognize they can’t get it done alone.

It’s easy to imagine every dealer wishes he had the expertise and contacts in local, state and federal levels of government. But the influence is limited at best. And there’s obvious reason for that. Dealers are addressing the myriad issues in their business every day and time to consistently run off to their state capitol, never mind Washington, and knock on doors is just not realistic. However, that doesn’t reduce the urgency to get something changed or something new or simply prevent lawmakers and regulators from adopting damaging policies.

It all calls into play the real importance of being a member of both your local/state marine trade association and your national association which, for dealers, is the Marine Retailers Association of the Americas. Look at it this way: we go to a doctor when we’re sick. So when we need to affect laws and regulations, we need to turn to and support our trade associations. It means setting aside any competitive business interests to get things done not just for your dealership, but something better for the industry as a whole.

It’s important to note that while you might hold memberships in the appropriate trade association, you work is not done. While your organization might have a full-time staff and even lobbyists on retainer to carry the ball for the team, there can still be an effort you might need to put in. Sending letters or emails or making phone calls when directed by your lobbying team are things every dealer should be prepared to do to support the lobbying effort. In effect, you are a lobbying partner with you association team.

It’s also important to realize that legislation and regulation are often incremental things. These processes can move slowly and in pieces. So lobbying isn’t for the short haul, it takes time to effect change, especially when you’re talking about government. This reminds me of the tourist who was standing next to a park ranger looking down into the Grand Canyon. The park ranger said: “It took three million years to make this canyon.” The tourist looked at him and asked: “Government job?”

Maintaining or renewing your association memberships is the kind of commitment that’s needed these days to make things happen.

That observation certainly applies to closing a sale. But in this case I’m referring to acquiring testimonials that, when used well, can be a big influence on a prospective buyer.

Unlike an ad or a website in which we boast about how great this product is or that service will be, testimonials are deemed as far more believable and trustworthy. For example, countless studies show an article in a newspaper extolling the benefits of a product will be twice as believable to readers as an ad that says exactly the same thing running in the same publication. In general, people are skeptical about ads, but readily buy into articles and even more so into testimonials.

Testimonials are endorsements of our products, services or even the manner in which we treat people. They are characterizations of our dealership by those who have had positive experiences and are willing to tell others. Bottom line: they are customers, in effect, “selling” for us.

So how do we get them? We must watch for opportunities and then we ask. For example, whenever a customer is complimenting the dealership on a problem solved or something done well, our team should know to ask: “Would it be OK with you if we print your comment on our website or in our newsletter? We really value your input.”

It might not only be when we solve a customer’s problem. After all, boating is an emotional thing. How often have you heard a customer telling you what a great day they’ve had with their boat or sharing what the boat means to their family lifestyle? How about a customer indicating how happy he is with his new boat? Or what about a customer describing their latest cruise, fishing success or adventure? “May we tell others, through our newsletter or website, what you’ve been enjoying?” is the obvious follow-up question.

Letters are gold. When a customer takes time to send a letter of thanks or appreciation, that letter should be put in a plastic sleeve and placed in a notebook that’s strategically placed where customers and prospects can easily access it. Tip: More people will look at the book if it’s left open on a table or counter.

Finally, if letters are gold, videos are platinum. They’re the new testimonial “letter.” It doesn’t take a pro to shoot a minute or so of a customer or customers talking about their boating enjoyment. It doesn’t even take a fancy camera. You can shoot good video these days with your iPad or iPhone. Videos of happy customers posted on your website are today’s powerful marketing technique. That’s why, for example, the industry’s Discover Boating national campaign uses such an excellent array of videos. They are professionally shot, of course, but customers sitting on their boat casually talking about their boating or dealership experiences doesn’t take a pro to shoot.

And, speaking of Discover Boating, it’s important to note there are a number of excellent general videos that dealers can post on their websites free at www.growboating.org. If you never have before, it’s worth your time to look them over and use the ones that can improve your website.

Testimonials are valuable third-party endorsements of a dealership and its products. Is it wrong to ask for a testimonial? No. It’s just part of a good marketing plan. Moreover, people who are pleased by their relationship with a dealer will likely be happy to tell others.

But we gotta ask.

Michigan lawmakers stirred the pot last year when they passed a bill prohibiting random stops of recreational boats for safety inspections. So it comes as no surprise that their action spilled over to neighboring Ohio where a similar bill is now rapidly moving through that legislature. But perhaps the biggest surprise is a recent Arkansas Supreme Court ruling that random boarding violates the Fourth Amendment.

First, Ohio’s House Bill 29, sponsored by Rep. Rex Damschroder, R-Fremont, had its final hearing Tuesday. It was unanimously passed out of committee and passage by the full house seems assured. The bill has broad support from Ohio’s boaters, the marine industry and the Ohio Division of Watercraft. Division chief Rodger Norcross might have summed things up in Ohio the best during his candid testimony:

“We are supportive of HB 29 and agree that it is common-sense legislation designed to encourage, rather than discourage, recreational boating,” Norcross told lawmakers. “In my time serving as chief, it has been made clear that excessive and random boardings of vessels by Division of Watercraft law enforcement are unacceptable,” he added.

Norcross later noted that while it’s currently his policy, confirming it in Ohio law assures boaters the policy won’t change with future administrations and that’s important.

The Michigan law (and Ohio’s HB-29 when it passes) covers state and local agency marine patrols. But Michigan’s waters include four of the five Great Lakes while Ohio has the largest part of Lake Erie. Those waters are also federal and, therefore, patrolled by the Coast Guard. Boaters have been complaining about excessive random Coast Guard boardings for several years.

When Michigan’s law passed, I asked the Coast Guard if it would follow the Michigan statute. The answer was: It’s up to the various sector commanders, but federal law allows random boarding and federal law trumps state law. And that brings me to Arkansas.

On Feb. 7 , the Arkansas Supreme Court (case: Arkansas v. Robert M. Allen) handed down a ruling that the random stopping of Allen’s boat was unreasonable and violated Allen’s constitutional rights under the Fourth Amendment.

Allen was randomly stopped for a safety equipment check by Sergeant Glenn Tucker of the Game and Fish Commission. Tucker proceeded to arrest Allen and charge him with intoxication. Allen entered a no-contest plea in District Court and then appealed the conviction to the Garland County Circuit Court.

That court granted Allen’s motion to dismiss, finding that Arkansas Game and Fish officers had no authority to stop and arrest Allen because “there was a complete lack of probable cause for this Defendant’s (Allen’s) stop.” The state appealed to the Arkansas Supreme Court, which upheld the lower court’s ruling.

The Supreme Court ruled that regardless of Arkansas’ law stating that Fish and Game Officers can stop boats for random safety inspections, they do not have the unfettered right to stop and check a boat at will. To do so without probable cause removes the Fourth Amendment protection from unreasonable search and seizure. In this case, randomly stopping Allen’s pontoon, which was “legally registered and illuminated . . . and being operated in an unremarkable fashion” . . . was “unreasonable and violated Defendant’s rights under the Fourth Amendment.”

The Arkansas decision settles it for the fish-and-game officers there. It certainly raises a comparable question for all other states. But it really opens an interesting question about the same actions of the Coast Guard. The Fourth Amendment to the U.S. Constitution applies to the states but it is the federal law of the land. And, under the rule of law, the actions of government officials are prescribed by the principles and laws that make up our legal system and do not reflect the arbitrary whims and caprices of the government officials themselves.

In other words, isn’t a policy of stopping and boarding recreational boats, whether by a local, state or federal officer including Coast Guard personnel, for random safety checks unconstitutional at all levels? It seems reasonable to assume so. At the very least, isn’t it clearly time for a thorough review of any such policies as we begin another summer of boating?

The convenience store industry is a leader in monitoring diverse consumer behavior. So it’s worthy to note that Convenience Store News recently reported on a new survey conducted by New York Life and Ipsos Public Affairs that reveals when it comes to having a more positive outlook for their financial future, 84 percent of Hispanics surveyed expect their family’s finances to increase in the next four years while only 68 percent of the general public feels the same.

Among the Hispanic respondents currently employed full time, 85 percent feel confident about their current job security, according to the report. Moreover, fully two-thirds of the Hispanic adults studied said they believe they’ll even be able to retire without drawbacks, compared to just half (52 percent) of the general population.

We know from the latest U.S. Census that Hispanics are the fastest growing minority segment of our population. This study joins many others that clearly indicate Hispanics are also experiencing increased affluence and wealth creation, not to mention political importance (just ask Mitt Romney). Specifically, Hispanics are already more than 16 percent of the population and growing three times faster than the general U.S. population, according to a Goldman Sachs study. Demographers at the Pew Research Center predict Hispanics will make up 29 percent of the total population by 2040.

Perhaps that explains why Walmart has targeted the growing spending power of Hispanic consumers by allocating a reported $66.6 million in 2010 and double that the next year to reach them. Clearly, if Hispanics are not on our boat sales radar before, they should be considered our general market today. And dollars are being allocated to multicultural marketing efforts to increase boating and fishing. For example, the Recreational Boating & Fishing Foundation this year has retained an ad agency, Lopez Nagrete of Houston, that specializes in the Hispanic market. They’re developing a campaign to introduce Hispanics to fishing and boating as a way to improve their quality of life.

The industry’s Discover Boating national campaign is also aiming promotion at Hispanics, as well as African-Americans and Asian-Americans. And it’s more than just including some pictures of minorities in boats. Many Discover Boating materials, like the excellent “Guide to Getting Started in Boating,” are now available in English or Spanish. Dealers should check out www.growboating.org to see the variety of free materials available including video, photos and printed items that feature minorities.

The changes in minority profiles of the country can be observed in some areas more than others, of course. Dealers must determine the ethnic makeup of their particular market area. For example, minority groups reportedly make up at least 50 percent of the populations of Los Angeles, Miami, San Antonio, Honolulu and other cities. In fact, states like Florida, California, Hawaii, Illinois, New Mexico, Texas and New York have numerous cities with large Hispanic populations. On the other hands, most New England states don’t. Notably, the majority of Walmart’s so-called Hispanic stores are concentrated in eight states, including 171 stores in Texas, 126 in California, 50 in Florida, 36 in Arizona and 33 in New Mexico.

Successfully targeting the Hispanic market, or any minority group, involves more than running an ad in the local Hispanic publication or having a Spanish-speaking salesman on staff. It’s recognizing the culture, tastes and values of the group, because every minority has a culture of its own with traits that must be reflected in ad messages. Studies show that for Hispanics, the No. 1 cultural characteristic is spending time with family. And that value couldn’t be better for boating since we know our products genuinely support and improve the family lifestyle.

Perhaps we’ve finally reached the tipping point in the industry when it comes to targeting minorities, especially Hispanics. Because it’s a convenient truth that the nation’s 52 million Hispanics have a large and growing buying power right now that Bloomberg Businessweek predicts will top $1.5 trillion in less than two years.

Benefits can easily tack on 25 to 30 percent more to the total cost for a dealership to keep an employee. Benefits, then, are no small expense. But beyond the required benefits, dealers can get creative and do a lot of things — at low cost or even no cost — that will create employee satisfaction and build loyalty. It might take a little time, some phone calls and some research, but the results could be a win-win situation. Here are some random ideas to get you thinking:

These days there are many corporate customer programs offered by a wide variety of businesses. For example, restaurants, amusement parks, water parks, movie theater chains, hotels, golf courses, and many more offer significant discounts to a firm that offers to “enroll” all its employees. Big-box stores like Sam’s Club and BJ’s have programs that give membership discounts to the employees of their corporate members. Benefits like these are frequently cited in surveys of people who say they’re happy with the company fro which they work.

Speaking of discounts, don’t overlook big discounts for the employees and, perhaps, even extended family members on all products available in your dealership. Similarly, always give employees the first shot at anything being deeply discounted for clearance.

Here’s a big one: Surveys indicate a majority of employees value time off for specific things as much as salary. Supporting time out of the store to attend a child’s school activity or sports game is ranked as a huge benefit. Time to attend to or transport an elderly parent ranks almost as high. Similarly, offering employees who want to be involved in a community volunteer event a limit of regular pay hours in community service time ranks high — it wins the hearts of staff and community. And giving a day off on their birthday is big, too.

Benefits from the “easy to do” column should include frequent recognition of accomplishments. It is the No. 1 non-monetary compensation named by employees in surveys. Regular communication was No. 2. Note that both don’t cost a dime.

In addition, provide business cards for every staffer because employees feel more important when they have a card. Give an occasional handwritten thank-you note citing the importance of what they do in the dealership. While recognizing success is a must, recognizing an employee’s effort is important, too. Even if the idea hasn’t worked out, it’s a sign of a good employee’s commitment to the dealership and needs to be noted.

Here’s more: Every birth and wedding of a team member deserves the recognition of a shower. Provide food and time toward the end of the day. Or how about inviting any employee who has a birthday that month to meet you for a birthday breakfast? Similarly, I know one CEO who has breakfast with every new employee, regardless of position, on the first morning that employee reports for work.

During a particular “crunch time” (like spring launching, overbooked service schedule, etc.), bring in a free coffee service and soft drinks, even lunch or supper. Have a “Crunch Award” that can be given to a department or employee(s) that has gone beyond to meet a schedule, etc. If someone has worked into the night to take care of a problem, how about giving them a bouquet of flowers to take home to their spouse as a thank you for allowing the dealership to infringe on their family time. Watch the thank-you notes come back for that.

Something equally creative could be bringing in experts on a variety of subjects of interest to your employees. Dub it the “lunch bunch” that occasionally gets together during lunch to hear a speaker on topics that could range from personal financial planning to weight-loss programs or home improvement ideas or personal safety skills. If it’s a subject employees, in general, think will improve their lives, they’ll be there. Finding local experts to speak shouldn’t be hard.

Finally, a somewhat unique but increasingly popular benefit is a prepaid legal plan. They’re usually paid for, in whole or in part, by the enrolled employees through payroll deduction. Common fees range from $6 to $12 per month. Benefits include the employee’s immediate access to legal help for personal or business problems, contracts reviews, will preparation, trial defense and other services.

While telling employees you appreciate them should be obvious, we likely don’t do it enough. Be as specific as possible about what you appreciate. Bottom line: More benefits mean happier employees. Happier employees mean more company loyalty. More company loyalty can mean increased profits.

The U.S. Senate voted 74-20 on Monday to close debate (called cloture) on the Marketplace Fairness Act. The bill now moves to the floor for debate and a vote that could take place as early as today.

The Marketplace Fairness Act is legislation that has been sought by a broad base of the nation’s brick-and-mortar retailers and is a high priority of the Marine Retailers Association of the Americas, according to MRAA Washington lobbyist Larry Innis.

The bill (S. 743) is sponsored by Sen. Mike Enzi, R-Wyo. It would hand state governments upwards of $11 billion annually as it grants all states the power to collect taxes from out-of-state vendors selling goods to their residents via the Internet. Cash-strapped states are eager to get the revenue, so they’re lovin’ it. So are retailers.

The idea has been proposed for years. Congress hasn’t moved. But it’s never been closer to reality than it is now with a filibuster-proof Senate majority apparently locked in. Those that are opposed claim it’s a new tax, but technically it’s not. Current law calls for shoppers to keep track of their online purchases and pay the applicable taxes in their annual tax filings. But few people do it. It’s also notable that the bill does not require states to collect the money, but gives them authority to do it.

Online retailers have been able to undercut the prices of their non-Internet competitors since online shopping became popular. Shoppers aren’t dumb. They’ve learned they can browse products in, say, the accessory section of a dealership, then with a click on their smartphones, make the purchase from an Internet retailer and save an average of 5 to 7 percent in sales tax.

The Marketplace Fairness Act won’t apply to businesses generating less than $1 million in out-of-state revenue. Still, it is common-sense legislation that is overdue in recognizing the real-world marketplace of today. A similar bill by Rep. Steve Womack, R-Ark., is in the House. If you want to see this become law, email your two Senators and your Congressman now.

Remember the 1990 Coast Guard User Fee? No, it’s not back, but there is a current proposal by the Coast Guard to institute a new annual fee of $26 for the renewal of documentation certificates on recreational boats. While there is an extensive list of applicable charges pertaining to issuing new certificates of documentation, heretofore there has been no charge for the required annual renewal. The proposed fee will, of course, only apply to boats that are federally documented and would be in addition to any state registration fees.

Boats must be at least five net tons to be eligible and documentation is often required by lenders financing a boat purchase. That’s because documentation provides a first preferred ships mortgage that has superior advantages for lenders in the event of a default situation.

Whether there should suddenly be any charge for renewal notwithstanding, this proposal brings up an interesting question: Why does a documentation have to be renewed every year if nothing material has changed?

If the proposed fee is to cover labor costs involved in mailing notices and processing renewals, why not just reduce those costs through operating efficiencies and by making renewals every three or five years? The documentation process is already loaded with a substantial schedule of fees depending on the specific service requested. But this proposed renewal fee appears to be simply a general revenue raiser and needs either genuine justification or immediate reconsideration.

Click here before May 3 if you want to share your thoughts with the Coast Guard on this proposal.

But there are some fundamental facts that clearly make it more lip service than reality. And that’s why it’s important for marine dealers to be actively lobbying for our best interests. If we don’t, we get . . . well, lip service.

The upcoming 2013 American Boating Congress, which runs May 8-9 in Washington, D.C., shines a spotlight on the need for dealers, as part of a total marine industry effort, to be engaged in lobbying for favorable public policy decisions by lawmakers and regulators. Let’s face it: lawmakers usually take the road that gives big business — with big lobbyists and big bucks — the big advantages. The blatant favoritism toward the ethanol producers for E15 is a case in point. But there are even broader examples of government’s lip service to small business.

We have, for example, one of the world’s highest business tax rates. But it’s a mirage. The myriad of tax policies big business has lobbied to get into the code are so favorable the actual taxes paid, if any, are nominal. Witness General Electric or Boeing or Verizon — all profitable, but paying no tax. I doubt there are many, if any, dealers who pay less than the full tax because as small-business owners we don’t have an army of tax accountants to game the system or lobbyists to push for dealer-specific tax breaks.

Our industry has professional lobbyists, of course. Most notable are the lobbyists from the NMMA and MRAA, all located in Washington. They continue to do a great job on legislative and regulatory fronts in spite of the fact that our industry is certainly not considered a big one. Sadly, I believe we tend to think that because we do have industry lobbyists, they’ll “handle it” and our work is done when we pay our association dues.

But that’s our failing. To assume we don’t have to do any more is a mistake. We must recognize that we are partners with our lobbyists and we must do more together to achieve success.

If there is one thing dealers and, for that matter, most of our manufacturers have in common, it’s that we have far less ability than the big corporations and industries to politically affect what happens to us, particularly on the federal level. But we are not powerless. Standing up as a united group, looking past competitive issues, to accomplish something that’s greater for our industry is exactly what an event like the American Boating Congress is all about.

Previously, I’ve urged dealers to attend the ABC and I do so again. I recognize there is a cost to going to Washington, but it’s properly viewed as an investment in your business. This year’s lineup of speakers sets a new benchmark and the issues are compelling. Click here for registration details.

Special webinar set for today

If going to ABC is just not possible, the need for you to “lobby” for the industry and your business is still there. Every dealer should be committed to lobbying their elected members of Congress by using email and/or the phone to advance industry positions.

Frankly, the invention of email has made it incredibly easy to lobby. I do it regularly and I get responses back.

Today, you can be briefed on the issues that will be prominent at ABC by simply attending a special webinar briefing for those going to Washington. You don’t have to be going to ABC to attend to the webinar. It’s free and easy. But it happens today, from 2-3 p.m. EDT. Register for the webinar by going to ABC’s preparation webinar