I meant to also include my thanks for what you were going to post. It was beginning to look like I was getting outnumbered by Captain Jack's friends. Nothing wrong with that kind of support and it lets you know that there are many good things about his business. I do think that some were just missing the true issue here.
As a business owner you need to figure out how to get me to come there and then get as much of my money as you can. Then you need to make me want to come back and to tell my friends what a great place it is. You do all of that in a lot of ways but mainly by providing as many services as you can. That would be the bait, groceries, ice, place to stay, etc. Some will say the most important service of these many services is CUSTOMER SERVICE!!! Actually ought to be CUSTOMER SERVICES as customer service is really more than one thing. It is ALL things. I cannot say that loud enough. A smile, hello, ready to help when needed, the ice, the bait...all of it. If I had a customer who came in with a flat tire on a trailer and didn't have a jack for whatever reason, not only would I find a jack for that customer but one of my young employees would be out there changing the tire for them.
Give the customer what they want and need and they'll be back. Go above and beyond the call of duty and they'll never go anywhere else. I don't just provide services to customers I provide CUSTOMER SERVICES. You'll get stuff from me that you'll definitely NOT get from my competitors. The goal should be that I will do everything I can possibly do to make this the most enjoyable experience my customers ever have.
Sure, there are problems that come up now and then. Comes with the territory so to speak. Having policies and procedures in place will help tremendously. The true measure of a business and owner is how these problems are handled...at the moment and then later on with the follow-up. Getting a backup system in place so when it happens again there is no problem, retraining employees, free launch next trip, apologies (a must-do) are examples of what I mean.
Sounds like to me that Captain Jack is on top of things as he seemed to be addressing the issue in the closed post. I've heard mostly nothing but good things about Sweetwater and while I am mostly a freshwater type of guy (mostly the Atchafalaya Basin) if I were to make a trip down there that's where I would probably go.