Thursday, April 14, 2011

8 DAYS TO GO . . .

     FRIDAY APRIL 15, 2011

     THE COMMENT CARD.  I GUESS THIS SOUNDS PRETTY SELF EXPLANATORY, BUT I NEVER KNEW HOW IMPORTANT THIS REALLY IS.  DISNEY LEAVES A COMMENT CARD FOR EVERY GUEST TO FILL OUT ON WHAT THEY THOUGHT ABOUT THEIR CRUISE, THEIR ACCOMMODATIONS, ACTIVITIES, ETC. AND MOST OF ALL THE SERVICE.
     MOST PEOPLE IT SEEMS NOWADAYS, FROM WHAT I CAN TELL FROM RESEARCHING ANYWAY, DON'T FEEL THAT THE DISNEY CRUISE LINE'S COMMENT CARDS ARE BIG ENOUGH TO PUT ALL THAT THEY WOULD LIKE TO ON THEM.  HAVING WORKED IN THE HOTEL AND HOSPITALITY INDUSTRIES MOST OF MY LIFE I CAN TELL YOU THAT THE ONLY REASON PEOPLE WANT TO WRITE A LOT IS TO COMPLAIN.  I KNOW THAT SEEMS LIKE A BLAZING GENERALIZATION, BUT TRUST ME THE FACTS OVER YEARS OF RESEARCH HOLD THIS OUT TO BE TRUE.
     IT'S EVERYONE'S RIGHT TO SPEAK THEIR MIND AND LET SOMEONE KNOW THEIR OPINION IF THEY SO CHOOSE, BUT BE MINDFUL AT THE SAME TIME.  DISNEY, LIKE MOST CRUISE LINES, DOES ACTUALLY READ THESE COMMENT CARDS.  I KNOW IT CAN SEEM LIKE THEY DON'T, AND YOUR COMMENTS ARE JUST FALLING ON DEAF EARS, BUT EVERYTHING TAKES TIME.  SO BECAUSE YOU DIDN'T SEE AN IMMEDIATE CHANGE IN SOMETHING AFTER YOUR COMPLAINT, DOESN'T MEAN IT HASN'T BEEN HEARD.  PLUS WITH CLOSE TO 4,000 PEOPLE ON EVERY CRUISE, IT TAKES A VAST MAJORITY OF REPETITION FOR SOMETHING TO BECOME MORE THAN A RARE COMPLAINT OR REQUEST.
     WHAT FAR TOO FEW PEOPLE THINK ABOUT WHEN THEY VENT THEIR FRUSTRATIONS ON THESE COMMENT CARDS IS HOW THEY AFFECT THE EMPLOYEES THAT THESE COMPLAINTS OFTEN REFERENCE.  DID YOU KNOW THAT SOME CRUISE LINES WHEN THEY RECEIVE A SPECIFIC COMPLAINT ABOUT A SINGLE INDIVIDUAL FIRE THEM IMMEDIATELY?  OTHERS ARE DEMOTED OR SUSPENDED.  SOME CRUISE LINES, INCLUDING DISNEY, BASE RAISES AND PROMOTIONS ON THESE COMMENT CARDS.  NOT ONLY WILL BAD COMMENTS OR REVIEWS PREVENT THESE EMPLOYEES FROM GETTING RAISES, BUT AS A RULE OF THUMB IT TAKES SEVERAL GLOWING COMMENTS ABOUT AN INDIVIDUAL FOR THEM TO BE RECOGNIZED AND REWARDED.
     WE ALL HAVE BAD EXPERIENCES TO SOME DEGREE WITH THE PEOPLE WE COME IN CONTACT WITH IN OUR PUBLIC LIVES.  SOMETIMES IT SEEMS WORSE BECAUSE WE ARE EXPECTING SO MUCH MORE.  SOMETIMES IT'S BECAUSE WE'RE IN A BAD MOOD TO BEGIN WITH.  SOMETIMES IT'S BECAUSE WE WERE HOPING TO IMPRESS SOMEONE WITH US, AND MANY OTHER REASONS.  AND NO MATTER HOW WE REACT, GOOD OR BAD, RESTRAINED OR OVER THE TOP, IT RARELY MEANS SOMEONE'S JOB.  BUT THIS IS EXACTLY THE CASE IN THE CRUISE INDUSTRY.
     DISNEY WANTS YOUR COMMENTS.  THIS HOW THINGS CHANGE, SERVICE IMPROVES, DESIGNS ARE BETTER IMPLEMENTED.  BUT SHORT OF A "CAST MEMBER" GOING OUT OF THEIR WAY TO ACTUALLY RUIN YOUR CRUISE, IS IT REALLY WORTH RUINING THEIR JOB BY SINGLING THEM OUT ON A COMMENT CARD?  SO PUT A LITTLE THOUGHT INTO WHAT YOU'D REALLY LIKE TO PUT ON YOUR COMMENT CARD BEFORE FILLING IT OUT AT THE END OF YOUR CRUISE.  YOU CAN LIGHTEN A TIP, ASK FOR A DIFFERENT SERVER, OR AVOID SOMEONE OR SOMEPLACE ALL TOGETHER.  YOU CAN'T TAKE BACK SOMETHING IN WRITING ONCE YOU'VE ALREADY TURNED IT IN.
     SEA YA REAL SOON!   ºOº
TONIGHT'S MOVIE IS "LILO AND STITCH".  ONE OF MY SISTER'S FAVORITES.  HAS GREAT HEART AND TEACHES A GREAT LESSON ABOUT FAMILY.  IT ALSO MADE MY SON AN ELVIS FAN!

2 comments:

  1. I stumbled onto your blog from passporter.com. We are going on the Easter cruise as well. I have learned so much from all of your entries that I glanced through and I just wanted to say thank you! My kids and I cruised last year for Easter and it wasn't at all what I had expected- it was even better! Reading your blog has made me even more excited for next week! Safe Travels!

    ReplyDelete
  2. Lauren, I sent you a message on the DisBoards about our Group Meet on Easter Sunday at 3pm on-board. It's also posted on our 4/24 thread. I hope you can make it!

    ReplyDelete