Monthly Archives: August 2015

Crew can choose between complaints, compliments

Does it really matter if guests are happy all the time or are complaints just a part of the charter business? Does service, especially exceptional service, count as a decision-making factor for today’s guests? What is the impact, if any, more »

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Steer service through storms from the inside out

As soon as our feet touched Bahamian soil outside the airport gates, our driver greeted us with the warmth and familiarity of an old friend. The first point of contact can be such a mood setter and truly steer any more »

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Clear, dedicated vision needed to see big service picture

Think of service as a giant TV screen and envision the guest or customer as holding the remote control, choosing which channels to watch or to use. As that guest clicks on each button, sometimes they find static, sometimes there more »

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Every contact a pot of gold? Go the extra (s)mile for service

Another boat show. Do you know who your next client will be? Do you know who may refer your next client? Do you know who may give you a positive recommendation, or a negative one? Do you know who may more »

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Be positive to customers, even if your mood isn’t

High notes, low notes, coughs, gulps, groans and deep sighs. Boredom, rudeness, reticence, enthusiasm, frustration …. Wait a minute, back up. Enthusiasm? I was prepared for all of the rest when booking a hotel stay recently, but not enthusiasm. However, more »

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Having Reservations About Central Reservations?

The properties are magnificent. The brochures are spectacular. The service experience promises to be one of the best ever. The guest is ready and dials the number for reservations. Filled with excitement and anticipation for a specific location, thanks especially more »

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Unsolved Mysteries of Service, or ‘The Case of the Big Fat Pink Pen’

During a visit to a high end spa, everything was high class. The staff was enthusiastic and the services were well presented and delivered. I was so pleased that I decided to buy some skincare products. They wrapped them in more »

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No Substitutions! No Exceptions! NO SERVICE!!!

When entering any dining establishment, guests should make sure they read the fine print at the bottom of the menu. It could be an indicator of service and whether or not they’ll get much. The phrase “no substitutions” may mean more »

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Service First Aid

Good doctors get sued. Nice doctors don’t. This poignant statement, made by a malpractice attorney, reveals how legally dramatic the difference can be when professionals of any kind take the time to be nice. In the hospitality industry, problems will more »

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Doctor, Could You Prescribe Some Service Please?

Healthcare is on everybody’s minds these days. Politicians, business leaders and everyday folks are scrambling to find the best solutions to care for everyone, to ensure all get the medical services they need. Most everyone agrees that health care is more »

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