b'LETTER FROM THE PRESIDENTAT THE HELM Keeping the Customer Satisfied REPOWER PATRICK MURPHY // PRESIDENT YOUR VESSEL. RENEW YOUR T his month Foghorn focuses on customer service.Good customer service can improve brand loyalty, retainOPERATION.Whether you operate excursion vessels, run a ferrycustomers,attractreferrals,increasecustomerlifetime serviceservice, or you are an associate member, customervalue, and differentiate a business from its competitors.Mariners trust mariners, and for good reason. Nobody knows is essential in the passenger vessel industry. WhileThis is not groundbreaking for all of us who have been in travelingtothePVARiverstheserviceindustryformany Region Meeting I read a greatIt never ceases to amazeyears, so for fun I found somewhat it takes to properly repower like you do, except for customer service article writtenentertainingquotesbyHelpCummins. With marine engines that conserve fuel, ensure by John Iwuozor for the ForbesScout.Hopefullytheywillemissions compliance and dont require the usual Advisor. The article emphasizesme that companies spendmake you smile.midlife overhaul, youve got a friend you can trust with both your vessel and your bottom line, and that having a great product isntmillions to attract newthats Cummins. cummins.com/marineenoughforbusinesssuccess;customers (people theyItneverceasestoamazeme excellentcustomerserviceisthatcompaniesspendmillions crucial. Poor customer servicedont know) and spendto attract new customers (peo-canfrustratecustomersandnext to nothing to keepple they dont know) and spend drive them to competitors. next to nothing to keep the ones the ones theyve got!theyvegot!Seemstomethe CustomerserviceinvolvesSeems to me the budgetsbudgets should be reversed! supportbefore,during,andTom Peters,afterapurchase,includingshould be reversed! speaker and authoransweringquestions,resolv-ing complaints, and providingTOM PETERS Asmileisacurvethatsets guidancethroughvariousSPEAKER AND AUTHOR things straight. channelslikephone,email, Unknownand social media.I wont complain. I just wont come back. Key components of good customer service include:Brown & Williamson Tobacco adPersonalization: Treating customers as individuals. Customerslongtointeractwithevenrelateto employees who act like there is still a light on inside.Empathy: Understanding and relating toChip Bell, founder Chip Bell Group customer concerns.Dealing with people is probably the biggest problem you Responsiveness: Providing prompt assistance. face, especially if you are in business. Yes, and that is also true if you are a housewife, architect, or engineer. Product Knowledge: Having a deep understandingDale Carnegie, best-selling authorof the product.Although your customers wont love you if you give bad Professionalism: Maintaining a respectful and service, your competitors will. courteous demeanor.Kate Zabriskie, founder Business Training Works2021 Cummins Inc.Continued on page 48FOGHORN 421-CMI-0450_ad_Marine Media - Foghorn Print Ad_Repower_v1.indd 1 8/16/21 3:03 PM'