It's good to see quality in marinas being recognised, which not only recognises quality, but sends a message to other marinas that their boating public appreciates good customer service. Ausutralia's Marina Industries Association (MIA) has recognised Gladesville Bridge Marina in New South Wales and Queensland’s Runaway Bay Marina as living up to the quality expected under the International MIA Gold Anchor General Scheme.
Russell Dickens & Michael Grundy, CMO, Runaway Bay Marina web
The Scheme’s accreditation indicates a marina has made a genuine commitment to customer service.
It provides an entry point for marinas wishing to communicate this commitment and to reinforce their customer focus in the market place.
Gold Anchor General Scheme marinas have agreed to the following:
• Staff on site during opening hours
• Ongoing staff training in customer service
• Formal process for surveying customers
• Formal complaints procedure
• Up to date customer data base
• Communications plan for maintaining and building customer relationship
MIA Director Ian McAndrew recently awarded both marinas with their accreditation acknowledging that as designated Gold Anchor marinas, each has in place key customer service plans and procedures and have committed to the Gold Anchor Customer Service Code of Ethics.
Ian McAndrew, Matt Hundleby CMM & Colin Bransgrove at Gladesville Bridge Marina
The General Scheme does not attempt to rate the marinas standard as is the case with the International MIA Gold Anchor Rating Scheme. A Gold Anchor rating is the next logical step for marinas wanting to more specifically position the marina within its competitive market place for the benefit of its customers.
The Marina Manager at Gladesville Bridge Marina Matt Hundleby said he was pleased to align with the values of Gold Anchor. 'Customer service has never been more important and the Gold Anchor Scheme assists industry to focus on it'.
Runaway Bay Marina Manager Mike Harvey said 'being Gold Anchor accredited will help sharpen our internal service standards and it will be a useful marketing tool for the marina'.
MIA acknowledges Club Marine, Australia’s leading insurer of recreational boats as the principal partner in support of the Scheme.
More at www.marinas.net.au