THE BRYCE IS RIGHT!

Software for the finest computer – the Mind

  • Tim’s YouTube Channel

  • Enter your email address to follow this blog and receive notifications of new posts by email.

    Join 2,067 other followers


  • "BRYCE's UNCOMMON SENSE SERIES"
    4 New Printed Books & eBooks from Tim on:
    Change/Technology, Management, Politics, and the American Scene
    Click HERE.

  • Categories

  • Fan Page

  • Since 1971:
    "Software for the finest computer - The Mind"

    Follow me on Twitter: @timbryce

    hit counter

     

  • Subscribe

ANGERS AWEIGH; CUSTOMER SERVICE AT SEA

Posted by Tim Bryce on January 27, 2016

BRYCE ON CUSTOMER SERVICE

– Losing your cool at sea is not conducive for relaxation.

(Click for AUDIO VERSION)
To use this segment in a Radio broadcast or Podcast, send TIM a request.

We went on another ocean cruise over the holidays. It has become somewhat of a family tradition with us. This time we tried a Norwegian Cruise Lines (NCL) ship, “The Spirit,” out of Port Canaveral, Florida for a week long tour of the Eastern Caribbean, a favorite of ours. Unfortunately, this turned into a bad experience and I will never recommend NCL to any of my friends. I have been on many different ships and cruise lines, but this, to me, was the worst I ever experienced. The stops along the way were fine, the room a tad smaller than normal, but we could live with it, and the food can be described as mediocre at best. The real problem was customer service or the lack thereof. This went way beyond just bad service, it was gross incompetence. The only person who seemed to know what he was doing was our cabin steward. However, the bartenders, waiters, and the maitre d’s turned this into a horrible experience, and frankly gave the appearance they couldn’t care less. Let me give you some examples:

First, prior to the cruise, I had ordered and paid for a couple of bottles of champagne and chocolate covered strawberries for our cabins as part of our “bon voyage.” Unfortunately, they were never delivered by the staff, even though I called room service twice to check on the order. Perturbed, the next day I went to the front desk and asked for a credit to my account. The clerk, a young woman from Croatia, looked at me as if I had three eyes. She said the items were still to be delivered. I told her she obviously didn’t understand what a “bon voyage” gift meant, and demanded my money be refunded. I was informed it would take two weeks to issue the credit which I thought was rather unusual; NCL was quick to take my money to make the purchase, but slow to issue a refund. Interestingly, on the third day of the cruise, room service knocked on our cabin door with the champagne and strawberries. They obviously missed the memo and we told them to get lost.

The next incident was staged at one of the ship’s many bars, a small one with about ten stools, of which my son and I sat along with an Englishman we met. Two bartenders were actively taking orders and serving customers, except us, and we sat directly across from them. I leaned over to my son and the Englishman and said, “Let’s see how long they neglect us; let’s wait fifteen minutes and see what happens.” Again, the bartenders were directly across the bar from us. Fifteen minutes came and went with no service whatsoever, and my Scottish blood began to boil. I then got up, slapped my hand on the bar and loudly said, “What in the world is the matter with you two; are you stupid? We’ve been waiting here for fifteen minutes and you don’t even look up at us to ask for our order? Are you stupid?”

They both jumped back surprised and said, “Oh sir, you should make a sign to request service.”

“You want a sign? Well here it is,” and I took off my hat and waved it in their faces, “Here, we want service!” And they finally got our drinks. I have to admit I was explosively angry causing a stir in the bar, but the Englishman commented I was justified in my outburst.

When I turned 60, I made a pledge to myself there would be “No more games,” meaning I would no longer tolerate incompetence. Whereas over the years I was taught to be patient, courteous and wait my turn, I learned people charged with customer service will abuse such people and take them for granted. In other words, patience and manners comes at the cost of being treated badly. If you wait your turn, you will likely lose it to another obnoxious lout. So, I decided to fight fire with fire, thereby employing the axiom, “The Squeaky wheel gets the oil.” However, on an ocean cruise, the intention is to have passengers relax, not erupt into anger and upsetting everyone concerned, particularly the disgruntled passenger.

Part of the problem is the NCL adopted a policy of automatically including an 18% gratuity into every cocktail or item you buy on board. The ship’s crew takes this for granted thereby becoming apathetic towards the passengers. In other words, the passengers are automatically tipping the servers for both good service and bad.

There were many other problems along the way, such as having our luggage delivered to our cabin very late, meaning we couldn’t clean up before dinner, elevators were constantly dirty, as were tables in the casino and bars. Half empty glasses, ashtrays and debris were everywhere and nobody seemed interested in cleaning them up.

When I happened to mention this to some of the other passengers, they too were in agreement the service was rotten. Some claimed to have cruised on other NCL ships and experienced satisfactory service, totally unlike what they found on “The Spirit.”

This cruise had an adverse affect on me causing me to redefine an Ocean Cruise as “a journey at sea with incompetent service, unsanitary conditions, mediocre food, and traveling with people you would normally not be seen with.” All because of incompetent customer service.

So, why does NCL allow this ship to get into such a condition? Blame should obviously be pinned on management where the officers accept inferior workmanship, and have allowed the crew members to take passengers for granted, probably because of their policy of including gratuity into every bill, large of small. Beyond this, I believe society has been trained to accept incompetence as a natural part of our existence. Instead of complaining, we tend to roll with the punches and accept whatever the vendor is willing to give us, good or bad. To me, this is indicative of a decay in our culture where we used to work harder to please customers knowing this would result in references and repetitive business. A little customer service would have gone a long way to alleviate the problem. Evidently, NCL no longer cares.

As for me, I did not like having to create an ugly scene, it was unsettling. Shortly after returning home, one of my friends observed I looked more agitated than relaxed. It was obvious the cruise did not agree with me. This is why I will not cruise with NCL again. It was such a toxic experience, I may give up cruising completely, regardless of the line.

Keep the Faith!

Note: All trademarks both marked and unmarked belong to their respective companies.

Tim Bryce is a writer and the Managing Director of M&JB Investment Company (M&JB) of Palm Harbor, Florida and has over 30 years of experience in the management consulting field. He can be reached at timb001@phmainstreet.com

For Tim’s columns, see:   timbryce.com

Like the article? TELL A FRIEND.

Copyright © 2016 by Tim Bryce. All rights reserved.

NEXT UP:  THE NEED FOR CONCEALED WEAPONS CLASSES – Why it should be considered mandatory to attend such classes.

LAST TIME:  UNDERSTANDING THE TRUMP PERSONALITY  – People simply do not understand the “Type A” personality.

Listen to Tim on WJTN-AM (News Talk 1240) “The Town Square” with host John Siggins (Mon, Wed, Fri, 12:30-3:00pm Eastern); WZIG-FM (104.1) in Palm Harbor,FL; and KIT-AM 1280 in Yakima, Washington “The Morning News” with hosts Dave Ettl & Lance Tormey (weekdays. 6:00-9:00am Pacific). Or tune-in to Tim’s channel on YouTube.

Advertisements

4 Responses to “ANGERS AWEIGH; CUSTOMER SERVICE AT SEA”

  1. Francis Dryden said

    I was part of a 4 man business meeting a couple of years ago. The fellow that “called” the meeting was treating (that gives him the right to chair the meeting as far as we were all concerned). We were seated at a nice quiet table and an attractive wait person approached to greet us… the host called her over and gave her a $20 bill and said, “this can be all of your gratuity or some of it… the choice is yours”… she understood immediately what he meant and went on to earn a handsome tip of 25% on the tab.

    Cruise ships (which I personally loathe) used to have passengers tip on debarking… this is obviously what led NCL (and probably others) to make tips (although a tad low and no doubt shared) inclusive. There is no rule against going to the main steward upon boarding and quietly giving him $50 dollars or so and letting him know that you appreciate good service.

    Tipping will always be a bug bear but the problem is with the non or poor tippers. I am a constant 20% tipper and well known for many years by 100’s of wait people to be so… I get excellent service right off the bat anywhere I return to so it obviously means something. If I am not, for any reason, happy with a restaurant, bar, etc. I don’t punish the wait person… I just don’t return. When asked about one of these restaurants, etc., I replay that I have been there twice in one trip… the first time and the last time both at the same time.

    Unless most wait people know you’re a good tipper, and unless you’re like my business guy in the first sentence (by the way, I have tried that with great success), they are going to be mediocre… that’s the way it is because they have had plenty of poor tippers or complete stiffs. Often when I’m out at a place I know and someone “picks up the check” and shorts or stiffs the wait person (by my standards)… I lag behind and make it up… those ones definitely never forget me!

    I loathe pooled tips (the best wait person makes the poor wait person’s tips) and I especially loathe (this is actually edging on hate) when the management or owners get any share of the tips… I find that this is the case I do two things… I take the wait person to the side and give them an extra tip and inform them that I don’t return to places that do this. Period.

    Being a service worker is like any other non-union job… the 80 – 20 rule applies… 20% of the people make 80% of the money. Others should contemplate a career change.

    Liked by 1 person

  2. Tim Bryce said

    A W.H. of Boulder, Colorado wrote…

    “You know, in the US Navy at least, when at sea, the COMMANDING OFFICER (CAPTAIN) of the ship is “GOD”. When he says “jump” you ask “how high sir?”

    It would APPEAR then, that civilian ship lines (regardless of nationality) only expect the Captains of their ships to navigate the ship safely and to the correct places rather than exercise executive management over the staff working on that ship. Otherwise, WHY would any employee tell you that it would take WEEKS for a refund if the Captain was the senior representative of the company and could authorize it on the spot? Even if they did expect the Captain to be that same “GOD” that the military navies have, it is unlikely that someone who spent a career learning seamanship would have also spent any significant amount of time learning management of resources. Perhaps that is because in the civilian world a seagoing professional STAYS AT SEA most of the time. In our navy, at least, we sprinkle in shore duty with schools and training that teach our officers how to lead, how to manage PEOPLE, and how to be responsible for logistics support (in other words, if the equipment isn’t working, you can’t get your job done). Of course, we also have a 24/7 watch posture on our ships, where we know (tankers, at least) allow the crew to sleep at night with the ship on automatic pilot – and no one to answer distress calls or avoid potential collisions. That’s why so many of them use out of lane tracks or have automated alarms that klaxon off when another ship approaches or is detected on their scanners.”

    Like

  3. […] ANGERS AWEIGH; CUSTOMER SERVICE AT SEA […]

    Like

  4. Tim Bryce said

    A C.D. of Norfolk, Virginia wrote…

    “I think it is very telling, when tips are mandatory, service goes down. There is some chatter here in the U.S. to eliminate tips, arguing that many people don’t tip or don’t tip enough, it’s not a liveable wage, blah blah blah. When I waited tables, my whole focus was on customer service because I would go home with nothing for the night if it wasn’t. Looking back, the difference in pay is trivial because now I have a job that actually requires some skills. But for the time, an extra $20 was a big deal. It’s all about perspective. But in some countries, they do not tip, but customer service is still of high quality. So maybe these are employees who are used to getting tips the right way, but now that they are automatic they think they don’t need to work for it. it is a sad state of affairs.”

    Like

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s

 
%d bloggers like this: