OUR STANDARDS

Our customer standards have always begun with our Values.  We believe that all people wish to be happy and healthy. We believe that this depends in part on a community that offers affordable and accessible ways to engage in healthy activities to promote physical and psychological wellbeing.
To that end, our customer standards dictate we don’t just rent paddle craft! Beyond profit, we help people have a positive safe experience in the sport of paddling, we provide healthy, fun family entertainment for our community and visitors, and we work to strengthen the community itself through tourism, economically and socially.
Our standards include:

• “A warm welcome, a fond farewell, and a ‘wow’ experience in between.”
• We genuinely think of our customers and our staff as our friends and family. Our customers can see from the moment they arrive that we and our staff care about them, not just that they have a good time, but that they are safe.
• Every customer has a story. We need to be inside the customer’s head to know what they fear, what they want, how they feel!  So we live the concept of Empathetic Customer Service, putting ourselves in our customer’s shoes (or flip flops), finding the best and safest options for them even though those options aren’t always the most time effective or profitable for us in the short term.  The outcome is a safe ‘WOW’ experience for them, and a loyal customer for us. 
• Safety First! While paddling remains a very safe sport in general, accidents can happen.  Risk management isn’t really about liability (though of course we are insured) it is about putting the safety of the customer above all else and thinking ahead to prevent accidents. 
  • Every first time paddling customer is taught the basics of paddling and of water safety – free.
  • We are well trained ourselves to be sure our business is safe.  We are World Paddle Association certified instructors.
  • We post safety standards on the wall, in our website, on our waivers, and write blogs on the topic of paddling safety.
  • All our watercraft and accessories meet or exceed recommended standards - for example paddleboarders are required to wear both a leash and a PFD for rentals and lessons.
  • We also watch out for newbies to ensure they are doing it safely and don’t need some help.  If they do, we often paddle out ourselves and help them.
  • We pay attention to weather and water conditions and advise customers to do the same.
  • If someone has been out longer than expected, we will drive or paddle down the waterway to check on them.
  • We loan cellphone waterproof floating cases free so they can take a mobile device on their paddle, enabling them to take photos and call for help if needed.