CEO Solutions :: KST Consulting

While on a wonderful cruise last week on the new  Oasis of the Seas, I was struck by how “fresh” all of the staff were. The magnificent ship is huge, holding over 6,000 passengers and a couple thousand staff.

 Week after week the staff greet and care for a new batch of several thousand guests on a ship they live and work on for several months without much down time. The staff work very long days. 

Watching the cruise staff interact with the passengers reminded me somewhat of association staff working an annual association conference. Association conferences are typically shorter than a cruise for most staff, lasting about 5 days. Some staff may be onsite for up to 10 days for pre and post meetings. There are some differences between the cruise staff and association staff. For instance, lots of extra time is devoted by association staff throughout the year to prepare for the annual event. The last few weeks are a definite push, with the staff usually feeling like it won’t all get done. Somehow it does! The leader has to cheer the staff to the end, assuring them of their expected success.

As staff, we come home exhausted, and usually take a few days of R&R. Yet, the cruise staff welcome a new crop of guests each week with the same energy and enthusiasm as the last. The ship’s captain oversees the whole operation week after week as well. He depends on the staff to work together as a well oiled machine, a team he can depend on to be his eyes and ears.

How do they do sustain that fresh energy and focus? What is the magical ingredient for them that enables them to remain so engaged in their work, week after week? Is it the gratuities many of them are counting on earning? Maybe the abject poverty of their home country and families depending on them to send home money, so they must keep their job and be eligible for another contract?  Are they unique in their makeup, somehow hard wired differently than the association staff? No matter the source of  their motivation, how do they avoid becoming exhausted?

It strikes me that these questions may be worthwhile to contemplate and discuss with your staff. See what might surface that could help you and your staff achieve a similiar level of energy and engagement with your members week after week.

Yes, I know a cruise is different from an annual conference and the cruise staff are not spending extraordinary time engaged in preparatory work before the next week’s cruise. Or are they? Surely, some must be. Food, fuel and other supplies must be ordered and placed onboard and registration must be prepared for the next group of vacationers to mention a few things. 

I don’t have the answers. Just the questions. What do you think? Could you be “up and on” week after week if you were interacting so closely with your members? If not, why? If so, what is your secret formula for success? Others would love to know. So would I!

I have made two trips to the nearby Verizon store to replace my Blackberry. I love my Blackberry, but the trackball keeps falling out and jamming. The store nearest me isn’t staffed appropriately to meet the customer demand. I have visited twice, waited several minutes with no acknowledgement and disappointed. My time has been wasted and I still am unable to access email on my Blackberry. I will try again tomorrow. Why don’t I just order a new phone online? Well, I have some questions about the new DROID and want to compare two Blackberry models. Besides, I love the instant gratification of walking out of a bricks and mortar store with my new operating phone in hand.

It makes me wonder, what do your customers or members experience when they call, email or log on to your website? Are their needs quickly met? Are their questions easily answered? Or, do they leave a bit disgruntled? Do you know if they will return or do they have an alternative for meeting their needs? Lots of questions here. Do you know the answers? If so, good for you. If not, maybe time to do a little research. It might be time for a tune up.