Formula Customer Experience

Brief Summary

Ever wonder what goes into buying a boat and why some people become lifelong customers of a brand? It's not just about the boat itself; it's about the entire experience. We sat down with two proud Formula owners to get their take on what makes the process—and the brand—so special. The stories they shared are a master class in how a company can build not just incredible vessels but also a dedicated family of boaters.

The first thing that blew them away was the level of customization. Forget picking from a few pre-set options. Formula's "Flex" and "MyWay" programs let customers get hands-on with the design. Imagine going to the factory in Decatur, Indiana, and sitting down with a designer to pick every detail, from the interior colors to the exterior finish. It's a personal touch that makes the boat truly feel like your own before it even hits the water.

But the customization is just the beginning. The communication and customer service are where the magic truly happens. One owner was shocked to find himself on a conference call with the very engineers who were building his boat—talk about direct access! Another received daily email updates with photos of his boat's construction progress. It's that kind of transparency and responsiveness that builds trust and excitement every step of the way.

Then came the delivery. It wasn't just a simple handover. A Formula captain, Justin, dedicated an entire day to walking one customer through every single feature of the boat, ensuring he knew every system inside and out. Then, they spent a second full day on the water, practicing handling the boat in different conditions. This level of personalized instruction isn't standard, but it’s a key part of the Formula experience, ensuring every owner is confident and comfortable at the helm.

After the sale, the support continues. Formula arranges detailing and maintenance checks to keep the boat in pristine condition. This post-delivery care solidifies the feeling that you’re not just a customer but a valued member of the Formula family. It’s a relationship built on a shared passion for boating and a commitment to quality that goes far beyond the initial purchase.

Both owners originally chose Formula for its reputation for building solid, well-handling boats. The fact that the company is family-owned and made in the USA was also a major plus. One owner was so impressed he noted that the company’s pre-delivery checklist was even more extensive than his own—a true sign of their dedication to quality.

Ultimately, both customers agreed that their expectations were completely blown out of the water. They’ve become lifelong customers, confident that they’ve found a brand that not only builds exceptional boats but also takes pride in every aspect of the customer journey.