Category Archives: The Triton – Nauttcal News for Captains & Crews – Mega Yacht Industry
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, … Continue reading
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 … Continue reading
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 … Continue reading
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 … Continue reading
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, … Continue reading
Alumni relations a powerful service ally
“We’ve got spirit, yes we do, we’ve got spirit, how about you?!” Remember this simple, enthusiastic cheer from high school sporting events? There was and is nothing like being part of something and showing your loyalty. When we join an … Continue reading