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 32return, we use all forms of communica- tion to better our brand and product.  What advice do you have for other vessel operators for improving customer service? Harness and utilize as much data as possible. The more you know, the more you can use. Your system or current way of doing things may make that difficult to utilize, but if you embrace it and invest in the platforms to use it, you can see HUGE returns. On top of that, I would only say try not to say “no” to a customer. We all get crazy requests, and certainly they cannot all be done because of various reasons.  But in most cases, your customer is spending a good amount of their dis- cretionary income for you to show them a good time.  I suggest that operators should strive to make it as good of time as possible.  Has a tour group ever shown up on the wrong day?  If you were able to scramble and had the availability to give them a cruise on demand, would you?  I can say, we would.  Perhaps not in every case, but if we can, we will. It happened earlier this year and I could tell you that we gained a repeat customer for as long as we keep them happy. They have already booked two events next year. That aside, we are probably all a popular place for engagements.  Do you allow your staff to participate as much as they can to ensure it is a special night?  Or do you always look for the up-sell to do that? Trust me, I handle our finances and I want increased revenues. But increased revenue doesn’t always mean in that exact moment. If you do something special to help their evening and go over and beyond to satisfy them, would you be happy if they spent future anniversaries with you or maybe a family wedding or a school field trip?  It isn’t always about the present.And, it isn’t easy to see the return on paper. But, I know if you get people to feel good about your product, marketing almost doesn’t matter. We always tell people that we are in the business of fun. Have you ever asked yourself or asked your staff, “What can you do to make this night more enjoyable?”  Being able to answer that question is the way to keep your customers satisfied, sharing great stories about your operation, and coming back. n 8 NOVEMBER 2016 • FOGHORN FOGHORNFOCUS: CUSTOMER SERVICE www.DelawareElevator.com ▲ Service ▲ Installation ▲ Repair ▲ Testing ▲ Certification Highly Qualified Technicians with Full Credentials Contact: Larry Hatch at 757-449-1619 LHatch@DelawareElevator.com Your Worldwide Marine Elevator Contractor! Offshore Rigs & Drillships Workboats & OSVs Commercial Ships US Government Ships Cruise Ships Mega Yachts