I have good news and bad news. The bad news first. I recently turned 40. Yes, better than the alternative, but being in my 30′s was pretty cool. The good news is that I celebrated this milestone on a cruise.
The interesting thing about this vacation is that I thought a lot about work. Not in a stressful way such as worrying about clients or how I would get everything done when I got back. More in a thoughtful way about systems. What systems did it take for this cruise ship to run so well that I would feel relaxed, comfortable, and happy enough with the service to want to come back?
If you know us or work with us, you know that customer service is a hot button for VisionBridge. In working with our clients to improve and document their systems, the customer is always at the heart of it. What I noticed about our cruise line was that everywhere I went the staff made a specific point to speak to me and tell me good morning or ask if I had a nice breakfast or a wonderful day at one of our port stops. Even if I wasn’t looking at them they would make a point to speak to me and ask if there was anything they could do for me.
Our cruise line developed a simple, cost-free system that emphasizes kindness – the root of customer service. They teach their employees to speak to every passenger and empower them to help them in any way they can. It’s not a complex system and I’m sure it’s one of many, but it made a big impression on me.
As I go about my day back in Indianapolis heading to business after business and store after store, I notice that I don’t still get that kind of attention. Of course, we’re not on a cruise ship everyday. But what about the business I walk into that does treat me that way? Wouldn’t that make a big impression on their customers? So why isn’t it done? It’s simple, it’s free, and it’s just nice.
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