TYHA NEWS
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CHAIR’S REPORT
Has it been an Olympic Summer for your business?
W
atching the many athletes compete in Rio, I have been reminded
through the diversity of the games that the camaraderie within the teams and mutual respect of each competitor shines through. As each stands in respect for others whilst the relevant national anthem plays celebrating superhuman achievement, there still is a human element...
So what does this have to do with our industry you ask? Well, in a world of trying to be the best marina or the top of the game supplier, an element of ritual and determination can lead our choices without touching upon the human aspect of our industry. We are a customer focused industry within a highly competitive leisure market where people's free time is the 'gold medal'. Sometimes the message coming across is those with the highest spending power will have the best marina, but that is not always accurate and a view point that can be changed. In my travels in and around
marinas, what has caught my attention most have been the marinas who work as a team to provide the best customer service, facilities and information for those berth holders and visitors irrespective of size or anchor
04 FORE & AFT SEPTEMBER 2016
rating. These marinas have the same determination, mutual respect and camaraderie that drives them to provide the best they can in every aspect of the marina, within the constraints they have. These marinas are the marinas who are happy to offer questionnaires and are not frightened to ask if improvements are needed. If they are within the Gold Anchor scheme, they want to fully use the opportunity of having the advice of a professional assessor, because they have someone on site who can assist them in providing solutions for scenarios to help them be the best they can within their setting. As we roll out the new Global Gold Anchor Accreditation, ensure you make use of the assessors' time for your benefit. The accreditation process, yes, categorises the marina but that isn't the only goal. Marinas should be able to take credit for what they already have achieved and take onboard areas they can improve, with the assessors help, not to change their anchor award but to ensure each section is balanced. So if you are a three gold anchor marina due to what you have on site, you can be proud that you are the best three anchor marina you can be because all elements of the marina are in harmony; yard services, customer service, office, environmental, facilities are all
areas working together to make you stand out above the rest. Sometimes the difference
between gold and bronze medal winners are down to seconds or decimal points! The same is true with our marinas... It is the little things that makes the difference and pulls the customer experience from "ok" to "excellent and we will definitely return!” Yes, top of the range facilities, all singing all dancing with bells on are fantastic and the super yacht marinas know their clientele and know their needs, but this can be replicated in most marinas by ensuring what your offer matches what is needed. So look after and maintain what you have because if the marina is seen to look after what it owns, customers will have a confidence that you will look after their boats well too! I look forward to seeing you at Southampton Boat show if you are around, but remember it is your association, let us know what you need, make use of your assessor, use the self assessment to help you manage your own improvements and let's make 2016 a year of achievement not just in the Olympic arena but in the Marina field too.
Sarah Hanna - TYHA Chair
shanna@britishmarine.co.uk
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