Managing customer expectations during the check-in process

Customer expectation management during turnaround day is a critical aspect of ensuring a smooth and delightful experience for your clients. Let’s explore the reasons why you should focus on this and why it is important for your business.

Here are some key points to consider for effectively managing customer expectations during the check-in process and how we can help you with this:

Why
Clear Communication: Communicate with clients well in advance of their check-in date. Provide them with detailed information about the check-in process, required documents, and any specific instructions they need to follow. This helps set the right expectations from the beginning.
How we address it:
All documents are immediately available to your customer once you create their trip, all information required is in a single interface: whether it is yacht information and specifications, charter documents, crew lists or any other documents that you need to share with your client.

Why
Timely Updates: Keep clients informed about any changes or delays that may affect their check-in schedule. Timely updates help avoid frustrations and uncertainties and demonstrate your commitment to excellent customer service.
How we address it:
We address this in two ways. Before the arrival of the customer in the marina all the relevant information can be uploaded and sent to your client. When the client arrives in the marina, by using their account or the “airport dashboard” they will see their vessel status, estimated technical check-in time and when they should come to the base manager for final documents check.

Why
Efficient Check-in Process: Streamline the check-in process to make it as quick and hassle-free as possible. Having all necessary paperwork ready and a well-trained team on hand ensures a seamless experience for clients upon their arrival.
How we address it:
All the documents are automatically generated, from contracts to crew lists and these can even be signed electronically. Also, the technical check-in can be done in a self service manner by your customer or along with your employee. Your choice. All is done on a smartphone and tablet and immediately available in PDF format.

Why
Setting Realistic Timelines: Provide clients with realistic timelines for the check-in process. Let them know how long it may take and manage their expectations accordingly. Avoid rushing through the process and ensure thoroughness while being mindful of their time.
How we address it:
With the “airport dashboard” now your customer expectations can be realistically managed. You have the opportunity to announce the estimated check-in time and also schedule your clients to come to your office.

Why
Clarity on Yacht Features: During check-in, take the time to familiarize clients with the yacht’s features, amenities, and safety protocols. Ensure they have a good understanding of how to operate onboard equipment and where to find essential items.
How we address it:
Information about the yacht features, amenities and operation will be made available to your customers even before they come to your base. Each yacht item in the yacht profile has a description, photos and even a link to a youtube video should you want. It will give your client the opportunity to customize themselves with your yacht.
They did not do this beforehand and they are at your base? Not a problem, for each item on your yacht after you create a description, upload photos and even post a video link to a video you can generate a QR code that you can stick next to that item on your yacht. This way, your client can always scan that code and access the instructions you have prepared for the respective item. It is that easy.

Addressing Queries and Concerns: Encourage clients to ask any questions or express concerns they may have during the check-in process. Being responsive and attentive to their needs demonstrates your commitment to providing exceptional customer service.

Why
Manage Potential Delays: In the event of unexpected delays or technical issues, communicate openly and honestly with clients. Explain the situation, apologize for any inconvenience caused, and provide alternatives or compensation if necessary.
How we address it:
First of all, you will know exactly the status of your yachts at every stage of the charter preparation process. This gives your base manager an insight on the current situation and can easily identify potential delays and take quick actions to manage clients expectations.

By effectively managing customer expectations during the check-in process, yacht charter companies can create a memorable and enjoyable experience for their clients. Clear communication, personalized service, and a focus on customer satisfaction contribute to building trust and loyalty, which are crucial for a successful and thriving charter business.

Book a demo with us to see how the Yacht Charter Management Platform solves these challenges for you.