Last weekend I went to a very busy and very popular restaurant. I had been waiting for a few weeks to secure a booking and I was very much looking forward to it as I was meeting a group of friends and so we wanted to celebrate the end of summer together.
Whilst the food was pretty good the service was, at best, perfunctory. It was rushed, no smiles, no personality and nothing which would entice me to return.
Whether you agree with the Amazon philosophy or not, no one can argue with its standards of service which have, for the most part, contributed to its global success. Jeff Bezos famously said: “We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.”
Having been fortunate to travel on Iona’s maiden voyage I was struck by every interaction with our crew on board – waiters, cabin stewards, reception and so many more. You may think “ah, but they knew he’s the president” but I spent a great deal of time just observing their engagement with all our guests and each time it was the same. Charming, polite, using the name of the guest and maintaining eye contact. They remembered names, they remembered favourite drinks and the warmth shown time and again is what entices our guests to return.
That service is immeasurable and unmatched by the majority of land based resorts. It also gave me such a sense of pride to be part of our culture of service and part of the team on board. Travelling on our ships is a real privilege I never take for granted.
Looking at all the social media posts we have had since Britannia returned to service I have been struck by the overwhelming positivity. Our guests have missed us and we have certainly missed them. This is what we have been preparing for and waiting for and it is how we excel and shine.
Added to that is the value aspect of a holiday with us. I defy anyone to find a holiday anywhere else which offers the calibre of dining, entertainment and accommodation for the price paid for a P&O Cruises holiday. I really don’t think we shout loudly enough about the value and quality of all that we offer.
I have booked to see a theatre show at the end of the year and the ticket cost plus an overnight hotel combined will be almost £300. That’s an averagely priced seat and one night in a very average city centre hotel. Our cruises this summer are selling for less than £100 a night with round-the clock entertainment and all meals included.
One of the very well-travelled journalists on our maiden voyage told me that he was so struck by the value of a cruise. He said “Today we have eaten the best Tomahawk steak in the Keel & Cow (which is £16 a head but would be over £50 in a restaurant at home) and the most delicious burger (£8.50); I have had an incredible three course dinner; I have watched the extraordinary Festival show, I have seen a mesmerising aerial show and laser show (all of which are included in the fare) but on top of all that – and best of all – we have sailed past the most spectacular scenery I have ever seen. Now I cannot wait to get into bed as you certainly have the most comfortable mattresses.”
I came away thinking that we should be bolder in our assertions – it is an unrivalled value for money holiday made all the more special by the smiles of our crew – and you can’t put a price on that.
Take care
Paul