Guest complaints

The skipper is practically the only person on the yacht that guests can complain to. Therefore, the skipper must listen to the guest’s complaint with particular attention and please the guest as quickly as possible, because experience shows us that neglecting, ignoring or responding slowly to the complaint is what makes the guest angriest. The best technique to solve the misunderstanding with the guests is the explanation technique, i.e. proving statements. When a problem is solved quickly, the guest feels that the skipper wants to please his needs.

Guest complaints may be grouped into four categories of problems:

1.      Technical problems: they refer to inadequate operation of devices or equipment on the yacht such as the refrigerator, the stove, the toilet, the showers, hot water, lighting, sails, sun protection, etc. The analysis of complaints established that complaints about technical problems are most frequent and they take a long time to solve.

2.      Problems over skipper behaviour: the guests find rough, impolite and tactless skipper behaviour insulting. Improper behaviour also includes arguing between the skipper and the marina staff, the maintenance company, the skipper on the nearby yacht and others in the presence of the guest.

3.      Complaints about offering services: they refer to many unprofessionally provided services by the skipper or the charterer or the marina. The skipper will be able to respond to some of them, and solve them, while others will be beyond his control.

4.     Unusual complaints: sometimes the skippers cannot please the guests, e.g. in case of bad weather, inability to book a berth in the desired marina, booking a restaurant, etc. However, even with these complaints, the guest expects at least to be heard.

Skipper conduct in solving the guest complaints

This does not mean that the guest can always be satisfied, that is, that all his wishes and expectations will be fulfilled. In problem solving, the most important thing is to make the guest feel as if he was taken seriously. If you want to make the guest satisfied by solving his problem, the skipper must obey the following principles:

1.    Each complaint must be taken seriously, as the reply such as: “Why do you mind if the water is not warm enough, it is summer after all”, may have far-reaching consequences.

2.    One does not need to deny any possibility of guilt immediately, even when this is possible.

3.    In processing the complaint, one must not hurry, but give each guest enough time, without interrupting him, and listen carefully.

4.    Never react emotionally (insulted or angry) to the guest’s complaint, but be attentive, patient and to the point.

5.    Try to step into guest’s shoes and imagine how you would react in his place, as this is the way to understand the guest better.

6.    The guest should not be patronized or treated as inferior.

7.    A complaint should be carefully considered without being too fussy. If the complaint is justified, it should be dealt with immediately. If this is not possible, it should be solved within a reasonable period of time. The guest must not be promised things that will not be done.

A successful skipper behaviour model that solves guest complaints may be broken into several stages:

Stage 1: When the guest approaches the skipper with a complaint, he should be able to say everything he wants, even if he repeats himself. He must not be interrupted or indicated that he is not right by hand or head gestures. The skipper must not be arrogant or express doubt about the guest’s statements before proving his complaint as unfounded. In this stage as the guest expresses his complaint, contempt, depreciation or rebutting the guest’s arguments would have a negative impact.

Stage 2: If the guest was not satisfied with something, the skipper should express his regret and compassion. Still, he should not be too quick about admitting responsibility.

Stage 3: The complaint should be given adequate attention and the problem solved immediately, if possible.

Stage 4: During problem solving, one should avoid using the so called Killing Phrases, because such statements are harmful and may cause a conflict.

The complaint obliges the skipper to take a clear stand and react promptly. When the guest is told that the problem will be solved immediately, he will gain the impression that his complaint is an absolute priority. The usual statements such as:

–       We will make sure that the defect is eliminated!

–       We will try to fix that.

–       We will do our best!

are not good enough and will not satisfy the guest.

Methods of resolving complaints and conversation techniques

In order to accept and process the complaint, without causing any unpleasant situations, i.e. conflicts between the guest and the skipper, the following methods of resolving complaints are proposed:

1.    Method: YES – BUT

This method is characteristic as it first confirms the guest’s argument, and then questions it. Example: You are right when you say…, but…

2.    Method: DEFECTS – BENEFITS

This method is a version of the “Yes – but” method. First, the defects stated by the guest are confirmed, but then the benefits of your own arguments are emphasized. Example: I admit that the berth in the central part of the port is more attractive, but are you aware of the benefits offered by this berth in the more peaceful part of the port.

3.    Method: RECIPROCAL QUESTION

When a guest files a complaint, the skipper may ask a question which would further clarify the complaint. Example: Can you explain this in more detail? Why can’t you accept the possibility to berth in the peaceful part of the port?

4.    Method: OPENING UP

When the guest’s behaviour is unclear, when he does not express his views, but reacts by saying nothing, the skipper should ask straightforwardly what is bothering him and under which conditions he would be willing to accept the offer.

Case study

While they were snorkelling in a cove, the guests noticed noble pen shells on the seabed. As they could not pull them out with their hands, they turned to the skipper to lend them some tools with which they would be able to pull them out. The skipper is familiar with the legal regulations forbidding the extraction of noble pen shells, but he may respond in the following two ways:

1.  Example of a skipper reply with a negative outcome: I have no tools on the yacht to borrow. In this case, the guests may get the impression that the skipper does not want to help them or he does not feel like it.

2.  Example of a skipper reply with a positive outcome: I understand your wish to take the shells out, as noble pen shells are really beautiful, but they are protected by law and must not be extracted. We may try to find them in a souvenir shop in our next port; also, if you have an underwater camera, you can make wonderful photographs.

Lessons learned – Check list

Do’s

–         Use active listening techniques,

–         Isolate the guest if possible, so that other guests do not listen (which is difficult on smaller yachts),

–         Remain rational, avoid any angry or defensive response,

–         Do not argue with the guest,

–         Take the guest’s pride into account,

–         Show a personal interest in the problem,

–         Use the guest’s surname as frequently as possible,

–         Take the complaint seriously,

–         Focus on the problem,

–         Do not insult the guest,

–         Tell the guest what can be done and offer a choice,

–         Do not promise the impossible,

–         Set a general time for solving the problem,

–         After solving the problem, ask the guest whether he is satisfied or not,

–         If the problem cannot be solved, tell that to the guest immediately (honesty is most important in resolving complaints).

Use phrases with positive effects like:

–       I completely understand you and….

–       The solution to this problem is not a simple one, but I will do everything in my power….

–       Perhaps I was not completely clear at the beginning of the cruise!

–       Would you like me to show you how to use the engine on the auxiliary boat once again?

–       It is not surprising that you mind the noise from the nearby yacht.

Don’ts use killing phrases like:

–       Do you have any idea how long we will have to stay in port to solve your problem?

–       This is not correct, Sir ….

–       You have completely misunderstood my words!

–       I am positive that …..

–       That is not possible. You are the first one to say so!

–       Impossible, that won’t work!

–       How do you see it?

–       You are mistaken, that is not true!

–       Is it clear now?

–       No, I can’t promise anything!

–       Every reasonable man knows that …..

–       If you are fair….!

A Simple TEST…