There was an article recently about what people felt were their most awkward financial moments. Having a credit card rejected came in at number one. It got me thinking about awkward moments I’ve had while cruising.
It was a HAL Eurodam cruise I took, during it’s inaugural season. That week, a couple of things became apparent that made me feel awkward; probably would not affect many, but since I’m a Customer Experience person, they bothered me.
The first was when a crew member mentioned (to me) that the ship was sailing some 90 crew members short. We did not even ask for this information; he overheard us talking at a table in the buffet area. We had a great time, but did experience some uncharacteristically sub-par service (by HAL’s standards). It was good to know that the shortage is probably what contributed to how long things took that week. However, I’m not quite sure it was right of the crew member to spill this information to passengers. If we were told, I’m sure others were as well. We never said anything, to anybody, about what we were told.
The second item was a different story, and made some of us feel uncomfortable. A supervisor was loudly reprimanding a subordinate, also in the buffet area, in front of everybody! This is a no-no, and behavior such as this should never take place in front of your customers; it can lend to poor perception. And, perception is everything! This time, we did say something to the hotel director. The director thanked us, and we actually received a letter later that evening!
Just as with an issue you may have with food in a restaurant, a situation which makes you feel uncomfortable should be reported to the proper department. If it bothers you, it is probably affecting somebody else. Lastly, if the condition continues, and goes unreported, it may never improve. Simply by doing this, you can directly have an affect on creating a positive experience not only for yourself, but for future cruisers!