b'PUTTING IT ALL TOGETHER days, Id track over 50,000 surveys, first by laborious snail mail, WOWs are stories created by insanely great service and are a litmusthenbyemail,withanamazing40percentresponserate. test for the organization: if a leader or teammate cant describe a recentWed score each question, category, and overall survey, and com-wow, then superior customer service is not a daily focus. Celebrate thesepare how we were doing versus last week, last month, and among amazingstoriesandstarteveryvarious operations. Wed push meetingaskingforwowstories.theresultsouttofrontline These heartfelt stories will bringA service system of vision, crew and create real-time feed-a smile to faces and create a fun,backloopsonwhatourcus-can-you-top-this environment. values, hospitality behaviors,tomers thought. Tie results to therightincentives;youcan All this is deceptively simple to con- and recovery steps, led from theuse these scores as benchmarks ceive, yet hard work to implement.toimproveandpaybonuses A service system of vision, values,top and continuously reinforcedforsuperiorservice.Typical-hospitalitybehaviors,andrecov- ly, a leaders bonus was 60 per-ery steps, led from the top and con- through example will ignite cent-based on department goals tinuouslyreinforcedthroughex- (sales, cash flow, costs, or safe-ample will ignite your front line.your front line. Youll be amazedty)and40percent-basedon Youllbeamazedwiththeircre- with their creativity in deliveringcustomer surveys.ativity in delivering world class cus-tomer service. And your guests andworld class customer service. A living service system is the key fellow crew members will love theto building an enduring custom-insanely great wow stories. erserviceculture.Withit,you canbeatDisney,oranyother Lastly, once you have a service system in place, rigorously mea- challenge coming your way, while having a whole lot of fun creating sureyourcustomersurveysandsocialmediascores.Intheoldmemories on the water.PRECISE 360 PROPULSION PLUS FULL AUXILIARY POWER EXCEED GLOBAL EMISSIONS STANDARDSOperate 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.com17 NOVEMBER 2022'