The director of Barcelona Watersports has communicated with this client and her partner through various emails after the course. Due to their dissatisfaction with our skipper we did offer further training with a different skipper FREE of charge.
Only on the last day did we realize that this couple were not happy with our skipper and since then we have addressed every single point the clients have made about our skipper, with the skipper. We have been in touch with the three other customers on that course and they were extremely happy with the course and skipper. It is apparent that this client took a disliking to our skipper. Without any former complaints we have used this skipper in the UK over the years and he has proved a great hit with the clients and fellow staff, ironically that is why we picked him to come out and work for us in Barcelona. The skipper thought that the course had gone very well until the last day when everyone was packing up, the client expressed her dissatisfaction.
The skipper was extremely upset and said corners had not been cut and meals that should have be provided were provided apart from the last breakfast as there had been a sail until mid-night the day before. Infact when the boat was cleaned there was still plenty of food leftover that we had supplied for the course. We know that the client is from a cruise ship background. A yacht course is very different. Crew are expected to all muck in and help with all duties around the boat, this has nothing to do with a "paying" customer, its part of the course and learning to work as a team. If our skipper made the customer feel like a skivvy, we have told him that he needs to work on how he gives his instructions. The jokes may have been in poor taste for this client but they do not reflect his true values, it is just "banter onboard," which in light of this complaint we have asked him to tone down for international cliental, as it can obviously cause misunderstanding and offence.
This is the first customer to put in a complaint about an RYA course in Barcelona and as a result we are watching the skipper in question very closely as we obviously do not want any complaints such as this again. As the customer said above our yacht is absolutely beautiful and our location is fantastic. We are a small company that acknowledges the importance of customer service. Again, as per our emails with the client we apologise that this couple were unhappy with the course.