Page 1 Page 2 Page 3 Page 4 Page 5 Page 6 Page 7 Page 8 Page 9 Page 10 Page 11 Page 12 Page 13 Page 14 Page 15 Page 16 Page 17 Page 18 Page 19 Page 20 Page 21 Page 22 Page 23 Page 24 Page 25 Page 26 Page 27 Page 28 Page 29 Page 30 Page 31 Page 3214 NOVEMBER 2016 • FOGHORN FOGHORNFOCUS: CUSTOMER SERVICE and we can provide experiences that fit them all.” As an operator, try tailoring your itineraries to provide the best experi- ence for these specific clients. It’s im- possible to understand the context of your customers without talking to them, so get to know them before departing. As Blanchard says, “What sets us apart is the ability to create ex- periences depending who’s on board. It comes from our crew, who must know the destination and what the people want… We do all the best planning so we can deviate from it!” Consider asking clients a few questions when booking online or purchasing their tickets to get an idea of their back- ground, expectations, experience at sea, etc., and don’t hesitate to talk to your clients while on board. Hansen’s third element is inter- action: with the captain, the guides, other guests, locals, animals encoun- tered, the vessel and objects within it, the environment, even themselves… each of which ultimately plays into the experience. As a vessel is an enclosed environment where guests are in close proximity, the group component is vital. After all, who else will under- stand what you just experienced on board except other guests? By devising group activities, operators can accentu- ate this aspect. For itineraries involving specific groups like families, consider creating activities engaging children. As for the vessel itself, a person’s ex- perience depends on the objects they interact with. Make sure that you vessel is clean, functional, attractive and com- fortable. Hansen’s final element is time. Precognition towards any element that is part of your itinerary can have an effect (positive or negative) on a person’s experience. She recommends operators get to know their clients in order to tailor-design their experience. Just as importantly, for a true expe- rience design itinerary creating the goosebumps effect, guests should be totally immersed in the moment. Too often, people focus on the past (espe- cially if they are uncomfortable in the present), or about the future (getting home, dinner, tomorrow’s activities…), and not enough time actually living in the present. Yet, it’s these moments of total immersion people remember the most. Don’t leave people guessing - announce the itinerary in advance to keep people focused on what is happening now, and build in moments both of interaction and of silence, depending on the tour. For example, on a whale-watching vessel, the guide should stop commenting the moment you find a whale, as that could break the spell. Designs must be thought through beforehand; guides must be able to read and understand consumers in order to offer each client the best expe- rience for their particular expectations, and completely immerses them in the moment. Simply put, designed experiences should evoke all five senses: sight, smell, taste, touch, hearing. Think carefully about the experience you wish to provide for your guests and in- QUALITY FERRIES FROM THE VIGOR TEAM 144-CAR FERRY 400 PASSENGER-ONLY-FERRY VIGOR.NET MARINESALES@VIGOR.NET