Alright pro’s let’s look at how to win at customer service when supply chain issues are present with Roz Lunn.
Welcome To The Show!
Welcome to The Dive Locker Podcast, the podcast for dive professionals where we bring you the latest in diving industry resources that make you excellent at teaching techniques, risk management and dive business.
Supply chain issues are a thing. We are seeing this increasing and it is affecting every area of our lives just about. Problems with global supply chains were supposed to be getting better by now. Instead, experts say they are getting worse. With Russia’s invasion of Ukraine, exports have been cut off from Ukraine and Russian businesses were put under sanction, this set off a series of new supply-chain bottlenecks. There was also a surge in Covid cases in China, which led to lockdowns in parts of the country.
This has then affected all types of manufacturing. And it is hitting our industry. Scuba equipment manufacturers are burdened by supply chain issues such as cargo ship issues, port and dock workers, labor issues, trucking issues gas and diesel prices. And of course lack of employees, it is affecting us in the retail areas quite a bit.
So in today’s episode I wanted to bring on diving marketing guru Rosemary Lunn to discuss how we can capitalize on the customer service side of lack of inventory and supply chain issues. Although it may be bleak and customers may be frustrated, we can actually be proactive and win customers over by our care, concern, and empathy.
Roz Lunn Bio
A little bit about Roz. Rosemary E Lunn (Roz) is the Business Development Director at The Underwater Marketing Company. This British firm specializes in providing marketing, communications, social media and event management for the Recreational and Technical Diving Industry.
Born in Essex, England Rosemary fulfilled her long-held desire to learn to scuba dive in 1992, after being left a legacy by her late Grandfather. She spent every moment she could exploring Britain’s magnificent coastal waters and wrecks. In what was to be a pivotal moment in 1996 she was handed a copy of aquaCORPS magazine, and she was soon planning her underwater excursions with a different mindset and discipline utilising Nitrox and twinsets.
By 1997 Rosemary turned Pro and proudly achieved her PADI Instructor rating. She taught for a season in Turkey before turning her hand to diving journalism. Her articles in Dive Girl opened doors at 9>90, a British technical diving magazine. After a spell with DrägerDive, Roz was headhunted to open a dive center on the English South Coast. Two years later, the warmer waters of the Red Sea and a Dive Guide / Instructor job beckoned, enticing her to teach in Egypt.
Rosemary has worked as a professional instructor / dive guide, on History Channel and National Geographic documentaries, modeled underwater for training agency shots, as a safety diver for underwater shoots, and scuba relayed the English Channel for charity.
She has worked with most of the major diving agencies, and blue chip brands including Dive Rite, Fourth Element and Poseidon.
Roz is a respected, prolific diving author, and a staff writer for X-Ray Mag. She is an Associate Member of the Women Divers Hall of Fame, a SSI Platinum Diver, and takes an active role in the diving industry. She sits on the SITA Board (Scuba Industry Trade Association), and the British Diving Safety Group. and Roz was on the League of Extraordinary Divers episode 44 and you absolutely have to hear that one and her description of Scapa Flow. Awesomeness.
And you are going to love the information she shares.
Items In This Episode
- Being polite, kind, when customers are frustrated
- Being proactive with delayed orders, stay in front of customers
- Marketing when inventory arrives, make a big deal about shipments
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