Yet… but VERY busy at work.
Currently understaffed and picking up shifts left and right. But after the Memorial Day weekend things should go back to normal.
Planning a visit to Paradise Farms soon
and should have lots of good photos and info then.
But I wanted to point out this article about a couple who has been banned from Royal Caribbean cruises for life… for get this, Complaining too much.
Now while working in the hospitality industry you know that there are customers, often repeat customers even, who you can NEVER make happy. But is the company justified in banning them because theyve complained about service?
I wonder…. What do you think?
Looking at the article about the couple being banned, the only thing I would have done differently is to not post the details of the compensation. Other then that, I can’t find fault with anything described in the article.
That said, the one short paragraph representing the cruise line did not really give much space to explain their justification. The paragraph basically states that the cruise line believes the couple has made a number of unrealistic complaints, but don’t really go on to provide any sort of ratio or indication to back up the statement.
In the end, the old saying “The customer is always right” seems to have been tossed out. In the end, the customer has the money that you want and your goal is to satisfy the customer in order to get that money. It’s a pretty simple formula so the only justification would be if the cruise line though the couplewas costing them money in the long run.
Nemi;
Ive been torn on this subject myself. On one end its drilled into your head that if you want to survive in this industry, and if you want to do well you will always adopt the “Give the customer what they want” policy.
But then I look at a case like this. From my understanding the couples complaints ranged from everything from a backup in sewage to improper service. Normaly on their own these are the right things to complain about, as is their right as paying customers.
Im just left to wonder if they got to the point of either complaining to complain, or complaining because they realized it was getting them “Free stuff”.
Either way its a bold move on the cruise lines part, possibly for the best.
Because ill be up front here, the customer DOESNT always know the whole story or whats best for them all the time.
I’ll bet the company tracked the complaints and realized that the number of complaints far exceeded the expected number of complaints for guests who used the cruise like as often as they did. The company is not going to release that data in a press release (or in any public forum) because it is proprietary information which could be used against them in court.
I wouldn’t be at all surprised if these people were two sharks out to game the system. It happens a lot! I’ve got contacts in the airline and credit card industry who tell me stories about people who try to scam points (as in frequent flyer miles) or have fees dropped from credit cards by complaining weekly.
Eventually the worst complainers get banned by the airline or dropped by the credit card companies. Oh and another thing: when someone calls to complain it costs the company just to listen to the complaint -and the price of listening goes up as the complaint moves up the chain of command.
So yeah, it’s fine to dump a customer who complains too much. How much is too much is up to the company fielding the complaint.
Bob;
Just the fact that these folks are repeat customers says a lot. It would be one thing to complain if your a repeat customer, and your concerned that service is slipping because you love to us that company… but I got a feeling, like you said, that these people were just in it to shark.
Bob;
Just the fact that these folks are repeat customers says a lot. It would be one thing to complain if your a repeat customer, and your concerned that service is slipping because you love to us that company… but I got a feeling, like you said, that these people were just in it to shark.
Sure, this couple may have been scammers, but the article seemed to be slanted to present them in a favorable light, so it is hard to say. The article seemed to be short on any real information other then the couple being banned and a couple anecdotes.
In the end though, the customer does know exactly what is right… for them. If something is not the a customers liking, they will likely stop paying for whatever service it is. Therefore, there is no exception to the rule although it is quite easy to see it from the other side and say “the customer doesn’t always know what’s best for them”. However, it is not up to you to decide what is best for the customer, else they can go find an alternative vendor that will meet their needs (as this couple seems to have done).
Now, the perfect marriage of the two viewpoints is to present your product in such a way that the customer wants what you believe is best for them. Granted, trying to convince a customer that sewage in their cabin is what they want might be an uphill battle.
“When Brenda returned home she wrote her usual post-cruise review on Cruise Critic and posted notes on their forums that started vigorous feedback from fellow cruisers.”
lets start with this quote…it tells me a lot. it tells me she probably is a chronic complainer (the use of the word ‘usual’) and she receives attention/feedback from ‘vigorous’ fellow cruisers. Which probably invigorates her…and has now probably catapulted her to the attention she was craving…at this point if the story gets big enough Norwegian ‘freestyle’ Cruise line would probably be willing to make her a commercial spokesperson.
“are experienced cruisers” 2 cruises a year for 3 years – thats only 6 total, I suppose thats how you qualify as experienced and not just retired/working with money and 2 vacations a year? I think I would stay with the same cruise line when I have learned the ‘system’ from the first time and have been banking discounts every since the first one.
I think Royal Caribbean they saved their self some money in multiple ways (Bob has already stated some of them) and have issued a ’round-about’ warning to the chronic complainers and scammers.
And whats her husband got to say about all this? Whats the chances of him being embarrassed about it, or henpecked by his wife? Or both…
Or maybe I just hate constant complaints by anyone. Has all her ‘good times’ on those 6 cruises (because why would you repeat so much? After the third time it should have been shame on her right?)
Maybe Royal Caribbean should tell her they will un-ban them if she writes a 6 page compliment, encouragement, and ‘Fun Times’ report to post online, 1 page for each cruise.
I have read some of her reviews (if its really hers) and its confusing, she goes into so much detail about everything and sometimes you think the review is actually good, or at least so so, but she rates them all high, 4 or 5 ribbon thingy’s and then, well here is quote from the end of one of her EXTREMELY lengthy reviews, its like a day by day play….anyway: “Funny that a bad cruise is still better than a day at work – AGREE? One day we will cruise together……….”
Or am I complaining too much now?
HA! Send them on over to me, on my ship…oh wait a minute, we don’t have cruises.
tyrone;
haha good points!
Ill send them right over to you anyway… seems to me they could do with some humility right about now.
Man, I don’t know about that one. At my restaurant, we guarantee satisfaction so if ANYTHING is wrong, we’re going to comp it for you. At some point, we may start ignoring the customer to some degree if it gets ridiculous, but I couldn’t imagine a lifetime ban. It just seems like bad PR.