b'BUSINESS BUSINESS MATTERSRe-engaging with CustomersBOB SHAW // INDUSTRY CONSULTANTR ecently, a senior sales leader told me thatHow do we connect and perfect those specialzations focus. Start every meeting asking we must re-learn how to engage with ourmoments for all of our guests, while making itfor wow stories. These heartfelt stories customers. We have been in flux for so long,an amazing place for our crew? Customers arecreate smiles and a can you top this that we must return to those basic habits fromthe life blood of business and re-engaging withenvironment. the past.themstartswithwordofmouthandflows through marketing, sales teams, and your crew. Mind the details: appearances really doWhen you get disoriented in the wild, locatingmatter. Rust on the exterior makes the the north star can re-center you. In the chaosWord of mouth typically is the most powerfulcustomer wonder if the meal is going to be of daily business, identity statements are terrif- way to get another customer, but unfortunate- good. Some operators have pristine boats ic to re-orient you. One of my identity state- ly few have cruised the past two years. Let uswhile others have significant deferred ments, creating unforgettable memories, hasfocus on an excellent product to drive positivemaintenance due to tight times. Bring been a fantastic guide for my teams. Remem- word-of-mouth referrals. back your high standards.ber: we arent in the business of selling boat rides, meals, entertainment, service, or won-Celebrate those amazing wow mo-Solicit customer feedback via surveys, rig- derful skyline vistas. And as we think aboutments.Indeed, they become the litmusorously score them, educate your crew on our corporate customers, Im reminded of Rajtest of an organization. If a leader orthe results, and fix those systemic issues. Rajamannar (CMO of MasterCard) urging usteammate cant describe a recent wow,People want to excel at work, and this is a to reframe B2B as P2P, or person to person.then customer service is not the organi- wonderful focus area.PRECISE 360 PROPULSION EXCEED GLOBAL EMISSIONS STANDARDS PLUS FULL AUXILIARY POWEROperate a lightweight vessel equipped with hybrid or electric engines. Reduce your operating and maintenance costs. Minimize your environmental impact. BUILD A CARBON FIBER FERRYTwin Disc Marine Control Drives (MCDs) allow variable propellerMARINE speedfrom full engine output to slower than engine idlewhileCONTROL splitting main engine power to drive FiFi pumps or other auxiliaryDRIVEequipment. The MCD-2000/4000/5000 series covers extended diesel power requirements from 1680 kW (2280 HP) to 5250 kW (7130 HP)with heat dissipation capabilities up to 450 kW (610 HP).And our Veth Z-drives provide 360 thrust for optimal vessel maneuverability and positioning.If you want the ultimate in slow-speed maneuverability, highly accurate positioning and simultaneous, full-firefighting capability, specify Twin Disc and Veth Propulsion on your next tug build.VETHFor expert engineering assistance to assure your optimal product specifications Z-DRIVEand performance, contact Klaus@TwinDisc.com.Learn about Americas only carbon T- and K-Class ferry builder:www.ARCADIA-ALLIANCE.comFOGHORN 26'