Ferry Business - Summer/Spring 2020

1 3 2 INTERV IEW Magical moments North Sea ferry travel is changing and soon the journey will be more remarkable than the destination. Jon Ingleton had lunch with P&O Ferries’ Peter Hebblethwaite to find out how A ready smile and amenable demeanour are the hallmarks of good service, setting the tone for a positive onboard experience. But these attributes are only commonplace in a happy workforce. Peter Hebblethwaite, who is responsible for North Sea routes at P&O Ferries, is well aware of the value of a motivated crew. “My biggest priority is to work alongside our team to make sure that they have everything they need to be able to consistently deliver the brand of service that our customers expect from P&O Ferries,” he says. Good ferry businesses must have the perfect combination of product and service quality – the strength of the blend will vary by company. Hebblethwaite’s assessment is clear: “If you get the service piece wrong, that can completely undermine a fantastic quality product. Service is absolutely essential, therefore the people executing that service are exceedingly important.” Hebblethwaite is resolute in his commitment to spending more time on the ships than might be expected of him. “In 2020 I’m aiming to spend four to six days a month on the ships, talking to crew and listening to their experiences. I’ll be in and around the ports too, talking to the land-based teams as they are, after all, responsible for delivering the first impression of P&O Ferries.” This isn’t a whimsical idea; he has a keen sense of responsibility and is genuinely motivated to revolutionise the European ferry experience. Hebblethwaite’s review of the P&O Ferries experience incorporates an insightful “Our corporate approach is to transcend the traditional ferry experience” Photos: Nigel Howard