Vacation Learning

By Thad Plumley

My wife and I were standing on the deck of a cruise ship earlier this summer with the water displaying a
greenish tint, the mountains snow-capped, and the Dawes glacier simply awe inspiring.

We were celebrating our wedding anniversary with a cruise through Alaska’s inside passage. As we looked around at the scenery, I said while waving my hands at what was around us, “This is why we did this. For this moment right here.”

It was an incredible experience. I learned a lot on that vacation—and not just that Alaska has North America’s only rainforest. I mean, who knew?

I learned the power of preparation. I have never done so much research for a vacation. Between websites, videos, and talking to friends and travel planners, I figured out what I thought would be a good trip for us. I not only picked the cruise line that I thought fit our needs but the exact boat, the locations we wanted it to visit, and the time to go that was best for us.

I also learned the power of customer service. Shortly after getting on the boat, my wife and I were unpacking. A room steward knocked on our door and asked how we were settling in. I mentioned all was good, but I wished we had two outlets near our bed.

After disappearing for seemingly only a few seconds, he appeared with a coworker and two extensions cords. They were on the ground, wrapping cords under furniture, behind the drapes, under the bed, and what do you know? I suddenly had more power than I needed.

The two workers learned our names and checked on us multiple times a day. It was comforting knowing someone had our backs.

Finally, I learned what can happen when you take chances. This was our first cruise. We always said we weren’t cruise people, and that the boats would be too big and too crowded. Not our style. Or so we thought.

I’m so glad we were open-minded. We wanted to do something unique for our anniversary and we couldn’t be happier with our decision. Guess who now occasionally researches other cruises he and his wife could take down the road!

So why do I mention all of this? I want you to be like me.

While I don’t necessarily mean heading to Alaska on a cruise, I certainly wouldn’t discourage it!

No, I mean be open-minded with your company. Seriously consider diversification opportunities for your business. They strengthen you for downtimes, and occasionally open significant revenue opportunities.

When considering a new opportunity, do your homework. “Knowledge is power” is one of my favorite phrases. Gather the data, make a plan, and then go for it.

Finally, do it all with a smile. I talk about customer service a lot, but I don’t think it can be stressed too much. Make sure you and your team do everything they possibly can for those you are working with.

I have other awesome customer service stories from our cruise. I’m sure I will tell them to friends and family and eventually one will use the cruise line we chose. That right there is the power of good customer service.

In fact, that’s why you do all of it. Happy customers and healthy companies.

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Thad Plumley is the editor of WWJ and the director of publications for the National Ground Water Association. He can be reached at tplumley@ngwa.org, or (800) 551-7379, ext. 1594.