msc cruises – client k

Saying Nothing At All

My recent experience
with MSC cruises
wasn’t good.

They sent me
a follow up survey.

I know my replies
on that survey
will punish the cruise ship crew.

And they had NO control
over the issues
with my cruise.

So I’m not filling out
the survey.

Filling out the survey
won’t solve the issue
and it will harm
innocent people.

Sometimes no answer
IS an answer.

If sales are decreasing
and past customers
aren’t filling out
automatically-sent surveys,
you might wish
to personally follow up
with them.

I recently took
a MSC cruise.

EVERY meal in the dining room
was served cold.

Why?

Because waitstaff waited
until every meal in their section
was ready
before picking it up
from the kitchen.

Yes, this improved efficiency.
Fewer trips had to be taken
to the kitchen
which meant
fewer waitstaff were needed.

But it decreased
the guest experience
so much
I would never recommend
MSC cruises to anyone.

Increasing efficiency
is great.
But don’t increase efficiency
at the expense
of customer experience.