Staff embrace service with a smile
AN INCREASED focus on customer service is what Abell Point Marina owner Paul Darrouzet is most proud of achieving in his first year at the helm of the business.
To do this, he first had to sell his vision to his staff.
“The big plan was to have the vision shared by all the staff and owned by all the staff and then to get on with it,” he explained.
According to Mr Darrouzet, the next step was about listening to the customers.
“We needed to know what was being done well and what was being done poorly and from that we could re-structure our staff and our management and implement the service standard and physical changes,” he said.
Small, but important changes, such as employing dock hands to meet and greet visiting boats are just some of the strategies Mr Darrouzet believes can transform a stay at Abell Point Marina into the best customer experience in the world.
Other changes, such as the introduction of a code of conduct for marina staff, tenants and commercial operators, have been slightly more controversial.
“But if you look around now, people are wearing correct clothes, they’ve all got company shirts with logos – they look like they’re part of a team and the people that come here – that’s what they want to see,” Mr Darrouzet said.
“Now that the code of conduct has been implemented, we’re travelling along very well and you’ll see a different level of overall presentation that’s in line with building a world-class facility.”
Mr Darrouzet also believes that the better the marina is presented, the more operators and services it will attract, levelling the playing field with competitors.
Inviting new customers and persuading old ones to return is now the objective of the marina’s new tagline – stay, play, explore.
This positioning statement has been adopted as an open invitation for mariners to consider Abell Point Marina in a new light, as a welcoming, service-oriented and friendly place.
As Mr Darrouzet himself says, the line neatly sums up the marina’s appeal - of a place to moor and stay for a while, a place where there are enjoyable activities on offer and a gateway to exploring Airlie Beach and beyond.