Building a Customer-First Culture at Venture Trailers
“It’s not the product, it’s the company itself,” says Matt Van Slyke of Venture Trailers. This simple philosophy has been the cornerstone of their success in the boat trailer industry for over 37 years, shaping everything from daily operations to long-term strategy.
Quality Starts on the Floor
At Venture Trailers, superior customer service begins on the manufacturing floor, with every employee understanding how their role impacts the end customer.
“The guy that’s in the axle station needs to know how his work flows down the line,” explains Matt. “If the axle is not built correctly, then the trailer goes out. Then, the customer is upset, the warranty guy is involved, UPS is sending parts out… and this is how things fracture.”
To create this culture of accountability and excellence, Venture has moved away from relying on what they call “tribal knowledge” to implementing comprehensive documented processes throughout their operation.
“We’ve really focused in the past five years on creating a work order that gives specific instruction for each trailer, telling employees everything they need to know,” says Stephanie Van Slyke.
“The new work order system has completely streamlined our manufacturing process,” says Ty Kane, engineer with Venture. “It gives us real-time access to precise build details, reducing errors and increasing efficiency. With better information at our fingertips, we’re able to build trailers faster and with greater accuracy, ensuring every unit meets our high-quality standards.”
Responding to Dealers and the Market
Each dealer is assigned a dedicated account manager who maintains regular communication and proactively addresses dealer feedback, market changes, and trends. These account managers serve as direct links between dealers and the factory, ensuring seamless communication and swift resolution of any issues that arise – an approach that proved particularly valuable during the pandemic when supply chains faced unprecedented challenges.
“Our dealers needed better visibility into delivery schedules, so we implemented an automated internal reporting system to provide real-time updates on orders and delivery timelines,” says Stephanie. “We extended this automation to dealers, offering personalized weekly delivery reports upon request.” This enhancement not only improved dealer satisfaction but also reduced the time spent on routine status inquiries, allowing account managers to focus on more complex customer needs.
More recently, as demand grew for trailers designed specifically for inflatable boats, Venture moved beyond simply modifying existing models to developing a specialized product line.
Stephanie explains, “Initially, we modified existing trailer models to accommodate these requests. However, as the demand grew, we recognized the need for a dedicated solution, so we developed a specialized line of trailers designed exclusively for inflatable boats which streamlined the ordering process for our dealers and ensured a better fit for their needs.”
Maintaining a Personal Touch
Throughout their evolution and growth, Venture has maintained a personal touch that sets them apart in the manufacturing sector. Their leadership remains directly accessible, fostering an environment where relationships matter as much as transactions.
“No matter how much we have grown, if you call us, you talk to Matt and Steph. It’s not corporate. We still have that connection,” Stephanie notes.
This powerful blend of systematic processes, proactive communication, and genuine personal connection shows that in manufacturing, superior customer service isn’t just about handling problems when they arise – it’s about anticipating needs, investing in capabilities to meet those needs, and ensuring every employee understands their role in delivering customer satisfaction. For Venture Trailers, customer service is not an afterthought – it’s the foundation of their business model.