I was reminded of how impetuousness can cost you just last week while attending a Seminar at Sea.
Three individuals “dumped their wagons” on an unsuspecting host at an opening seminar cocktail party right before my very eyes. I was both disappointed and taken aback. The host was shell shocked.
As most of you know, cruise lines do what they can to educate their distribution channels. We were all onboard as guests of a particular cruise line with hopes to become more versed in the product line.
The opening reception is certainly not the place, and day one is definitely not the time to rip into your host with one’s personal agenda.
Among other things, this was a clear sign of a lack of confidence on the agent’s part, not to mention a lack of professionalism. If timing is everything, this was a great example of how not to do things.
Stuff happens ladies and gentlemen. And “stuff” will happen to you. And when it does, it is your job to deal with it. But deal with it in a logical, clear-headed, results-oriented fashion.
When stuff happens to you, here are a few steps to take in proper sequence:
- Let the stuff happen. Stand back, out of the way and watch it fizzle to a boil and then allow it to cool.
- Don’t attack a problem that is boiling. And never try to fix a boiling customer. Allow time for the boil to simmer down.
- Step back and give the “stuff” a slow but deliberate overview. Take it all in. Evaluate the options and clearly see the ramifications of each option.
- Have a cup of coffee and allow time to think.
- Choose the best option and the most direct approach.
- Attempt to fix the “stuff.”
In the case of last week’s Seminar at Sea debacle, it would have been more prudent to wait a day or three before approaching the cruise rep. This would have taken the word “stranger” out of the situation and hopefully replace it with the word travel associate. A travel associate can accomplish tons more than a “lunatic stranger.”
Now, let’s flip the coin. Assume a “lunatic stranger” bombs you with a problem you were not braced to receive? How are you going to respond to that?
Same way. Go back and read #1 – #6 and starting today, take pride in your professionalism. You’ll get the job done. Deal with the stuff and then get out there and make more people glad they know you.