INTERVIEW: WIGHTLINK’S NEW CHIEF EXEC TALKS VISITOR NUMBERS, CHALLENGES AND CHANGES WITH ISLAND ECHO
“I can’t give everyone everything they want all the time, it’s a job of balancing competing demands” – that’s from Wightlink’s new Chief Executive, Katy Taylor, who has sat down for her first interview with Island Echo this week answering questions honestly on her impact to date, plans for the near future and the Island’s falling visitor numbers.
Katy now heads up the cross-Solent operator having developed years of experience with the likes of Go-Ahead Group (the parent company of Southern Vectis) and Southern Water.
Appointed in August this year, Katy has already implemented a number of changes in her first 4 months in post as she looks to turn the ship around, excuse the pun. She has already begun a more collaborative approach to how the company operates and says she believes that the way you get things done is through your people.
To date, Katy says she has been engaging with stakeholders and customers more and making sure she is visible, all whilst looking at the company’s people engagement strategy. She has been honest in saying that she recognises that disruption communication needs improving as it is not always as robust and rigorous as it could be.
The refurbishment of the Fastcat waiting room at Ryde Pier Head, the refreshing of signage and the introduction of gluten-free meal options onboard the ferries are also quick-fix changes implemented by the new Chief Exec over the past 16 weeks.
Talking about how her appointment is going to benefit the local community, Katy has told Island Echo:
“We are not a ferry business, we are a people business because fundamentally we can have the nicest ships in the world, but they’re not going anywhere unless we’ve got the right people running them efficiently, making sure they run on time, making sure our passengers are getting on, that they’re safe and all of those things.
“I hope I’m bringing a real people-centred sort of focus to the business, in terms of how our colleagues work and operate. A people-centred business is also in terms of our customers and making sure they’re at the heart of everything we do. All of our conversations are around if we’re going to do this thing, is that ultimately going to be the right thing for the customer?
“As part of that as well, we are being more open and transparent and collaborative with our communities. We’ve met with Wightlink User Group, I’ve met with all of the MPs, the council and have just been much more involved listening and finding out – having conversations and saying well what can we do, what can’t we do?
“I can’t do everything, I can’t give everyone everything they want all the time. It’s definitely a job of balancing competing demands but I will have that conversation and then I’ll have it transparently and I’ll explain where we are.
“I hope I’m bringing sort of a different sense of openness, a sense of collaboration, and a sense of really sort of focusing on what it is that the people, be they the communities, be they our customers or our colleagues, need in order to make the whole thing successful”.
