b'LETTER FROM THE PRESIDENTAT THE HELM The Customer ExperienceBOB BIJUR // PRESIDENTW hen I think of traditional customer service training, I thinkuct support to fellow PVA members. So many of their products and of a Dale Carnegie course. At the completion of the sessions,services are incorporated into the passenger vessels we operate and the you came away feeling motivated and inspired to share arelationships that we build with PVA shipbuilders, vendors, and sup-newfound optimism with all your co-workers. My optimism was ex- pliers help us solve pressing problems and develop new ideas for how tremely short lived however, because, early on, there was no process inour operations and related passenger experiences can be enhanced.place to continue this learning. In other words, this type of training was not consistent. In todays high-speed interactions with customersAs PVA vessel members, we constantly compare our customer expe-and employees, developing a process to enhance customer service is ariences and offerings with other members from around the country. continuous evolution. In many cases, we have shied away from answer- As we meet at PVA Region Meetings, the PVA Annual Convention at ing customer questions or making suggestions face to face. We used toMariTrends, or just visit with members while traveling, we always can rely on meeting and greeting the customers as they inquired about ourcount on being greeted with openness. Through these interactions I services. When was the last time that you got a live person on the otherhave always come away with a new idea. Likewise, I try to share some-end of a customer service line?thing my company is doing in the hope that it is equally helpful to my industry peers.I believe that it is imperative that we embrace standardized customer service training for the long term. This type of training yields happy,PVAs Region Meetings this fall were hosted by loyal PVA vessel and polite, enthusiastic employees who know your products and are confi- associate members who stepped up as sponsors and really showcased dent in their answers. These attributes are important in our busy andour industry. Many thanks to City Experiences and Marine Group for competitive worlds. hosting receptions for our PVA Western Region Meeting attendees and to Miller Today, a customers experience starts theToday, a customersBoat Line and Jet Express for making the moment they search out a possibility onPVA Great Lakes Region Meeting such a your vessel or with your product. Theexperience starts thesuccess. Additional thanks must also go challengeistoenticethesecustomersto the Gateway Clipper Fleet for hosting into our world and address each inquirymoment they search out aawildlysuccessfulPVARiversRegion or potential sale as seamlessly as possible.Meeting and to Cross Sound Ferry who Our first customer service data point topossibility on your vesselhosted the PVA Original Colonies Region evaluate might be software. Any frustra- or with your product.Meeting aboard the historic WWII LST tion the customer feels early on will be asMV Cape Henlopen, which has been con-real as a telephone busy signal.The challenge is to enticeverted into a functioning ferry vessel. Inmycompany,weworkwithallofthese customers into ourWhile the primary purpose of PVAs Re-ourinternaldepartmentsoncustomergionMeetingsistodiscussimportant service.Thisincludessales,marketing,world and address eachregional and national topics that affect accounting, and event coordination. Onus as PVA vessel and associate members, the vessel-operations side, we involve theinquiry or potential sale asit is equally as important to be together marinecrew,servicestaff,galleycrew,seamlessly as possible.in person. The exchange of ideas and up-and engineering. All have a significantdates provided at each meeting this year role to play in improving the customerwasimpressive.Specialthankstothe experience.Processingcustomerfeed- U.S. Coast Guard for their extraordinary back is critical to take both corrective action and acknowledge exemplaryparticipation at all our region meetings. The fact that we were honored performance. One relatively new approach is to treat employees like cus- to have three admirals attend is a testament to the strong relationship tomers. We need their buy-in, comments, and suggestions at all levels. Allthat exists between the Coast Guard and our association. employees are consumers in a general sense, and they have great ideas, for example, on what is important for them when taking their families on anFollowing our region meetings, PVA leaders and staff participated in outing. My company is extremely fortunate to have talented professionalsour fall PVA/Coast Guard Quality Partnership meeting. Rear Admiral who continually strive for the best customer experience possible. Wayne Arguin, Assistant Commandant for Prevention Policy, and staff participated. We had a highly successful meeting discussing a variety of In my experience, our PVA associate members also work hard to ensuretopics and issues of mutual interest. Eric Christensen at echristensen@positive customer experiences as they consult, design, and offer prod- passengervessel.com will provide future updates on this meeting. Continued on page 43FOGHORN 4'