b'Continued from page 4: Letter from the Presidentfor boarding explains that unless the dog is a service animal, the guest maydecorative | durable | functionalnot board. The ferry capacity is several hundred and there are 50 passengers aboard.Doyouremployeeshave thecommunicationskills,training, confidence, and empathy to properly deal with a situation like this? Or will they simply state the rule leaving the potential customer in a very difficult situation?Theexampleaboveactuallyhap-pened. The rule was enforced and the customer was left to find another way of getting home. As you can imagine, it did not end there. A letter was writ-ten, and a response was necessary. USCG-Certied Light-Weight Aluminum Do your frontline employees possessHoneycomb Panels for Passenger Ferriesthecommunicationskills,attitude,rigidized.com/markets/marineand confidence to make the right de- 658 Ohio Street | Buffalo, NY 14203 | marine@rigidized.comcision even when it may not be com-pletely consistent with a rule? Whenrecruitingandinterviewing4 8 1 8 - H T Capplicantsforpositionsthatwillin any way interact with your customers, dont forget to ask questions that will give you a glimpse into how they may49 PAXreact when a passenger has questions,+ 2 CREWcomplaints,orispresentedwitha challenging situation where a rule may not necessarily fit the moment.Remember, the difference between a good customer experience and a bad one can be an employees attitude or their confidence in making an adjust-ment that may not be completely in line with a rule.Sincerely,James P. SwindlerPVA President, 2023 www.brixmarine.com 1-360-457-575245 OCTOBER 2023'