Kern River Rafting Company Adopts Brigade Customer Service Standards

Kern River Outfitters is "raising the bar" for customer service in the whitewater rafting industry.

Bridgade-style service is a standard of performance and care defined by a select group of river outfitters in Idaho and Oregon offering multi-day rafting vacations. It recognizes the need to provide exceptional service to clients who have a myriad of family vacation choices. Today’s successful adventure travel providers have elevated their service standards to compete with cruise lines, destination resorts and other vacation choices.

For Kern River Outfitters, based in Wofford Heights, California, adopting a brigade style service philosophy was an easy step. Already recognized as the premier rafting outfitter on the Kern River, the company queried guests and guides to determine what standards needed to be defined and implemented. Reservations manager, Dawn Jordan, summed it up, “It is a company wide effort to provide memorable and exhilarating rafting trips that feature exceptional customer service, acclaimed meals, gracious and welcoming guides, and a desire to introduce guests to the secrets of the Kern River Valley.”

The company set standards for a variety of trip elements. Boating safety, environmental interpretation, food handling & meal preparation, equipment inspections, guide training, and office staffing all were reviewed to set a level of service beyond what is typically expected on a rafting trip.

Will Volpert, Operations Manager, believes the effort pays big dividends for guests and guides. “We’ve set the bar for guest satisfaction at a very high level. We have always been committed to running the highest quality trips possible and in this economic downturn it is more crucial than ever to continue on this trend.”

For information on rafting the Kern River, contact Kern River Outfitters at 1-800-323-4234. Idaho & Oregon River Journeys is another outfitter that has adopted this level of service. Learn about their trips at http://www.IdahoRiverJourneys.com or http://www.RogueRiverTrips.com.