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What are the most effective ways to provide customer service on a luxury yacht or sailing charter?

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Providing customer service on a luxury yacht or sailing charter is not just a matter of serving food and drinks, but creating an unforgettable experience for your guests. You need to anticipate their needs, exceed their expectations, and handle any challenges with professionalism and grace. In this article, we will share some of the most effective ways to provide customer service on a luxury yacht or sailing charter, based on the best practices of the hospitality industry and the specific demands of the maritime environment.

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Stephan Rauer

Following the request and successfull coaching of a few yacht owners, I am pleased to add my coaching services to the…

1 Know your guests

Before you welcome your guests on board, you should do some research on their preferences, interests, and special requests. You can use a pre-arrival questionnaire, a phone call, or a personal interview to gather this information. This will help you tailor your service to their needs, such as dietary restrictions, preferred activities, desired level of interaction, and any celebrations or occasions. You should also learn their names and use them frequently to create rapport and trust.

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Stephan Rauer

Following the request and successfull coaching of a few yacht owners, I am pleased to add my coaching services to the Sail & Discover cruises.
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I always have, before selling a sailing cruise to guests, a phone call with them to be sure that the service I am offering is meeting their expectation and that we will have a great time together. It also allows me to know them better and introduce myself as a captain. Safety is important with sailing cruises and guests would like to know upfront if they can trust the captain and rely on his experience to have a safe and enjoyable vacation on board specially when there are kids onboard.

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2 Be attentive and proactive

Once your guests are on board, you should be attentive and proactive in meeting their needs and expectations. You should check on them regularly, but not intrusively, and offer them refreshments, snacks, towels, sunscreen, or anything else they might need. You should also anticipate potential issues, such as seasickness, weather changes, or equipment failures, and prepare solutions in advance. For example, you can have medication, blankets, or alternative plans ready in case of emergencies.

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Stephan Rauer

Following the request and successfull coaching of a few yacht owners, I am pleased to add my coaching services to the Sail & Discover cruises.
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Sailing and cruising is anticipating, specially with non-sailors or unexperienced guest on board. Checking on the weather forecast and adapting the cruise is important even with a bright blue sky and calm sea. Some like it spicy and sportive and some like it cool and relaxing. So early discussion and communication about what they can expect is essential as well as observing their behaviour on the yacht the first hours /day. And sometimes it is better to stay safely in the harbour that go sailing in uncertain weather. Of course all safety instructions at the beginning of the cruise have to be taken seriously. The point is not to frighten then but to make them realise that the sea has its own right and can be unpredictable

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3 Communicate clearly and respectfully

Communication is key to providing customer service on a luxury yacht or sailing charter. You should communicate clearly and respectfully with your guests, your crew, and your captain. You should inform your guests about the itinerary, the safety procedures, the onboard facilities, and the rules and regulations. You should also listen to their feedback , questions, and concerns, and address them promptly and politely. You should also communicate with your crew and your captain to coordinate your tasks, report any problems, and ensure smooth operations.

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4 Be flexible and adaptable

Providing customer service on a luxury yacht or sailing charter requires flexibility and adaptability. You should be ready to adjust your service according to your guests' preferences, moods, and feedback. You should also be able to cope with unexpected situations, such as weather changes, mechanical issues, or medical emergencies. You should be able to improvise solutions, find alternatives, and make compromises. You should also be able to handle stress, fatigue, and pressure without compromising your quality of service.

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Stephan Rauer

Following the request and successfull coaching of a few yacht owners, I am pleased to add my coaching services to the Sail & Discover cruises.
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Experience makes the difference. The sea is a tough element and even with a well serviced yacht you can have an engine failure or some other important issues. An experienced captain will first not panic in this situation as he will be confident to fix the problem(s) and assure their customers that it is ok and explaining clearly what is happening and the solution the captain and crew will apply. Depending on the guests, you can also get them involved in the problem solving. This will give them a memorable experience. I had a few engine failures mostly du to bad fuel which is difficult to anticipate when you are sailing in some more remote areas. Purging a fuel system is not a very pleasant but a task a captain / crew should no how to do

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5 Go the extra mile

To provide exceptional customer service on a luxury yacht or sailing charter, you should go the extra mile to surprise and delight your guests. You should look for opportunities to add value, personalize your service, and create memorable moments. For example, you can arrange a special dinner, a themed party, a customized excursion, or a thoughtful gift for your guests. You can also share your knowledge, skills, and stories with them, and make them feel like friends rather than customers.

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Stephan Rauer

Following the request and successfull coaching of a few yacht owners, I am pleased to add my coaching services to the Sail & Discover cruises.
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What quite often makes the difference for the guests on my cruises are the knowledge of the locals which have become friends over the years and places which are genuine which took me some time to discover. Dropping the anchor on a not well knows bay and tasting a fresh fish grilled by Giorgios, greek philosopher at his time on the beach while admiring a sunset in a great environment is unique...

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6 Follow up and follow through

The last but not least way to provide customer service on a luxury yacht or sailing charter is to follow up and follow through with your guests. You should thank them for choosing your service, ask them for their feedback, and address any issues or complaints. You should also send them a follow-up email, a handwritten note, or a small gift to show your appreciation and remind them of their experience. You should also invite them to return, refer, or review your service, and maintain contact with them until they do.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What are the most effective ways to provide customer service on a luxury yacht or sailing charter?

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1 Know your guests

2 Be attentive and proactive

3 Communicate clearly and respectfully

4 Be flexible and adaptable

5 Go the extra mile

6 Follow up and follow through

7 Here’s what else to consider

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