The William G. Mather
Museum serves Cleveland and our Great Lakes' Heritage in many ways, but
the only way to truly educate and inspire our guests about the people, machines,
and feats of our maritime past, is to make a connection with them here --
today! One way to do that is to interpret what they see, hear, and experience
on board, but before we even get a chance to "show off our boat",
we need to make sure that our visitors know that we care about them and
truly want them on board. That is hospitality.
Without a sincere desire to help our visitors have a positive and memorable
experience, it doesn't matter how much money, time, and effort we spend
on training, maintenance, restoration, marketing, exhibits, and programs.
If our visitors don't feel like honored guests when they come up our gangway,
we just wasted a lot of effort.
This section will discuss what guests want from a visit to the Mather,
how to treat each visitor as an individual and anticipate their needs, how
to handle difficult or delicate situations if they should arise, and how
to make sure every guest who leaves the Mather will be sure to tell
their family and friends about their visit, and have a desire to return
and support the Mather.
Remember, to our visitors, whoever they encounter on board IS the Mather.
This means that YOU are the Mather and need to embody the spirit
of Great Lakes hospitality!
A
Smile
Courtesy
"Remember
Me?"
Why
Guests Quit Patronizing
Complaints
What
Is A Customer?
Hospitality
Commitment
Hospitality