One of the primary reasons we started this site was because we felt there was an opportunity to help charter enthusiasts sift through their options and successfully find the right bareboat or crewed charter companies to work with. Here's why...

My wife and I recently chartered a 43' sailboat, from a reputable charter company, in a beautiful tropical locale (read my other blog posts a bit - you'll probably guess where...), and it was a marvelous trip. The only downside? The "reputable" charter company, for whom we paid a premium to work with, really "missed the boat" on some areas that are what I would consider basic requirements for creating a satisfied customer. For instance, here are just a few examples of what happened:

• When checking out, we had to make corrections to the provisioning. To exchange 3-4 sundry items, it took about 2 hours.
• When provisioning the boat, the staff packed ice on top of the food in the refrig. I suppose that makes sense when the outside temp hovers around 80DegF all day. But, during the onboard briefing, the assistant manager neglected to point out that the refrig did not have a scupper/drain nor was the switch for the pump visible (actually hidden under the sink). Result, after only 36 hours, the ice had melted and ruined about 35% of our food provisions.
• Not one, but TWO outboard motors failed. When chartering in a place where you plan to do a LOT of snorkeling and day trips, this doesn't work well.
• When trying to remedy these issues with the base office, the manager appeared to embed herself in the "base manager office" while the staff fumbled around aimlessly
• Oh yeah - the head failed. Fortunately, our boat had two...
• There were even more issues, but you get the picture...

The point is this: when chartering, clients spend a respectable sum of money to see amazing places. But, it is their precious holiday time which many would say is more valuable (i.e. costs more) to them then their hourly wage while at the office. Further, many have their own boats (where they get to experience the joys of failed outboards, drained batteries, flakey heads the plug regularly, etc.). Paying a premium to experience this can feel like self-inflicted, expensive torture.

I believe that therer are small charter companies that deliver impeccable service. I also know first hand that within the big companies, there are good regional bases and bad bases. This also goes for crewed charters, whether independent or part of a larger global charter companies.

My (lone consumer) advice to charter companies and owners is this: take care of the little things (outboards, heads, etc.) - they matter. And, realize that customers (repeat and future) have a choice about how they spend their money. Pinching pennies to avoid a decent outboard (maybe $1500?) or rebuild a head frequently (maybe $100?) will cost at least three - maybe ten - times that in customers taking future trips elsewhere (charter companies or - frankly - beach resorts).

Will we charter again? Absolutely. We will go to the same location? I hope so. We will use the same company? I doubt it.

The same goes for being a nice person. Here is an entertaing article, somewhat related, that shows why it makes sense to be a decent person operating a charter boat (i.e. "hospitality" business - see definition below).

More to come on this topic... And, share your thoughts! Post a comment.

From dictionary.com...

hospitality

n : kindness in welcoming guests or strangers [syn: cordial reception] [ant: inhospitality]