b'yourplansinplace,yourchartsplotted,butthepeopleAllthesehuman-to-humaninteractionscreateanover-steering the boat ultimately decide what direction its going. allspecialexperienceforouremployees,whichleadsto improvedretention.Oneofouremployeesstartedasa Watermarks brand culture empowers our team to have15-year-old ticket agent and has since worked his way up to fun and establishes a foundation of safety and respect.captaining our largest boat. Now his little brother is work-These are the building blocks of our employee experience.ing his way up the ranks. This didnt come from a stale, The reliance on technology can create a cold, unwelcom- monotonous,turn-and-burnemploymentexperience.It ingenvironment.Theemphasisonhumaninteractioncame from having a connection with their workplace, an is what instills a sense of reward and fulfillment. Sure,understanding of their roles, and a commitment to provid-our team could do their minimum required duties anding their guests with the best experience possible.go home, but weve found that they dont want to. They want to go above and beyond. They understand that theirGUEST EXPERIENCE = YOUR THROTTLEduties to the boat and operations come first, but whenA happy customer tells a friend; an unhappy customer they can, they want to go the extra mile. For example, thetells the world. team was having a slow day on the dock, so one of theUnknownticket agents pulled out a microphone and speaker and created Ticket Stand Karaoke. This brought more at- Alright, we have our navigational instruments, our steer-tention to our operations and got a few smiles from pass- ingwheel,andnowourthrottle:guestexperience.You ersby. If we just had a kiosk there, well, that would havecan know where youre going, steer in the right direction, been a missed opportunity. but guest experience determines your speed. A poor guest Robust, reliable Ferry Experts dynamic positioningProven performance to put your trust insales@easternshipbuilding.com850-763-1900 kongsberg.com/maritimePanama City AllantonPort St. Joe13 NOVEMBER 2024'