By Carole Dennett
It’s been a couple of months since we met Katy Taylor, and Wightlink’s new CEO has spent that time getting her feet under the table. While she’s enjoyed the “new and shiny” aspects of her job, she’s also been quietly diagnosing the company’s aches and pains. Now she’s moving from warm welcomes to “challenging conversations”.
‘A great business’
Katy assures us that Wightlink isn’t a sinking ship – unlike some others we could mention. In fact, “It’s a great business.” The fundamentals and infrastructure are sound, and she is quick to praise the teams who proved their mettle last weekend when, despite Storm Darragh, Wightlink kept the public moving while other services didn’t.
However, while the ship may not be sinking, Katy has spotted some rusty patches showing through the paint. Despite some classic corporate jargon – “weaknesses” become “opportunities” – Katy is talking about sensible improvements, focusing on the two Cs that make or break a company’s reputation: customers and colleagues. She plans to “really listen to what customers need,” and her shipmates will be offered “opportunities” to grow. A pat on the back for showing up isn’t enough she believes. Although, if she comes across that elusive ‘essential member of staff’, perhaps she could persuade him to be a bit more reliable.
It’s not all about staffing and schedules. Katy has noticed that pictures on the wall “have been here a long time”. Not exactly a crime, but perhaps a telling symptom of a business that could use a little modernising “from the inside out”.
Multilink makeovers
Katy’s ears have been firmly to the deck when it comes to customer gripes about Multilink tickets. Although many are OK with pricing (some grudgingly), they want better access to sailings and friends and family included. So, there will be changes, including a loyalty package with friends and family options. And Islanders who can’t stump up the money in advance will be able to pay in three instalments.
There will be options for different budget-conscious travel as well, more discount vouchers in the post, and an upcoming Best Fare Finder tool. It will not only help you grab the best deal, but for flexible travellers will even check whether changing your travel day could save a few pennies. “And we won’t be putting everybody on the 3am ferry,” she adds quickly. How could she have known what we were about to ask?
The bigger picture
Wightlink’s success is tied inextricably to the Island’s economic growth, Katy explained. A sentiment we’ve heard before, but historically more lip service than action. But she sounds as though she really believes it. She’s realistic about the challenges – not denying that ferry fares are a factor in declining tourist numbers, but insists that accommodation and the Island’s attractions must also be part of the answer.
She will be seeking collaborative solutions, including (God help her) with our much-loved council.
When asked about Wightlink’s financial structure and colossal debts, Katy deftly sidesteps, sticking to the party line that “our shareholders deserve to make a profit from their investments.” Her job, she explains, is on the ground — controlling costs and delivering the best and fairest services possible.
Sweeping the decks
Other improvements to come include better notice for rescheduled services, bumping it up to four days’ notice instead of just 24 hours.
Plus, when the Catamaran is off and passengers arrive in Fishbourne instead of Ryde, she believes Wightlink has a responsibility to make getting home less of a solo adventure.
Katy wants Wightlink’s customers to help her on her voyage of improvement, by sending their experiences – both positive and negative – to feedback@wightlink.co.uk. Whether they’ll listen remains to be seen, but her message is encouraging and feels like a breath of fresh Solent air.
A promising start
The IW Observer team won’t be donning Wightlink caps just yet, but credit where it’s due — Katy is off to a decent start. She’s not carrying a magic wand to solve every Wightlink-related woe, but she’s at least asking the right questions and is in listening mode. If she’s steering Wightlink towards calmer waters, even small improvements are worth cheering from the shoreline – albeit cautiously!
