Staff em­brace ser­vice with a smile

Whitsunday Times - - STAY.PLAY.EXPLORE -

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.

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