HomeMy WebLinkAboutCharting Our Course Living the Serve value1
Tom Thiersch
From:Nevey, Steve <neveys@wsdot.wa.gov>
Sent:Tuesday, April 2, 2024 7:20 AM
Subject:Charting Our Course: Living the ‘Serve’ value
To the Washington State Ferries Team,
I trust this message finds you well as we navigate through another week of challenges and opportuniƟes at WSF.
This week, I want to focus on our shared value of "Serve" and its significance in our daily work at Washington State Ferries.
While we oŌen refer to ourselves as a system, it's important to recognize that at our core, we are a service. That is why our
first value, "Serve," is our guiding star. "Serve" is a commitment to providing safe, reliable service for our customers. This
value is the cornerstone of our mission and vision. It's about ensuring our passengers and the communiƟes we serve are at
the core of everything we do.
Aligning ourselves around shared values, such as "Serve," enables us to make decisions that prioriƟze the needs of our
customers above all else. This is especially crucial during these trying Ɵmes when challenges such as crew shortages and a
shortage of boats test our resolve. The weight of the challenges we currently face is undeniable, and I want to acknowledge
the dedicaƟon and effort each of you puts in to overcome them. Your commitment to providing the best service possible
despite these obstacles is commendable and truly appreciated.
When I contemplate the essence of the "Serve" value, it manifests in three disƟnct ways:
1. Serve Our Customers:
PrioriƟze the safety and comfort of passengers on every journey.
AnƟcipate and address customer needs promptly and courteously.
Provide accurate and helpful informaƟon regarding schedules, routes, and ameniƟes.
ProacƟvely maintain vessels to ensure a posiƟve customer experience.
2. Serve Each Other:
CulƟvate a supporƟve and collaboraƟve work environment among colleagues.
Extend assistance and support to teammates whenever necessary.
Foster effecƟve and respecƞul communicaƟon for smooth operaƟons.
Acknowledge and appreciate the contribuƟons of fellow employees.
3. Servant Leadership:
Lead by example in upholding a commitment to service excellence.
AcƟvely listen to the concerns and suggesƟons of team members.
Empower and nurture others by providing guidance and opportuniƟes for growth.
Make decisions with consideraƟon for both customers and employees.
The nature of a mariƟme organizaƟon is complex. You have vessels and terminals spread over a vast area, all operaƟng
independently of each other, supported by a central office. It’s crucial that each of those vessels and terminals and the
teams in the support office understand that we are all one team, pulling in the same direcƟon with one set of standards.
Each team exisƟng to contribute to our ulƟmate goal of service excellence. It’s important that each of those teams respect
and understand the challenges of the other. When we develop that understanding and coalesce around the “Serve” value,
only then can we really start to dispel the ‘us vs them’ mentality.
As always, thank you for all that you do.
2
Regards,
Steve
Steve Nevey (he, him)
Assistant Secretary | Washington State Ferries
C. 206-697-1584 | E. Neveys@wsdot.wa.gov