The cards you fill out for employees

[crissybean]

At the very beginning of our cruise, when we were given our set sail passes at the terminal, we were handed some cards to fill out for crew members that you felt gave exceptional service. (Not to be confused with the ship survey.)

 

Does anyone know if the employees actually get any type of benefit when you fill out those cards for them? We had to include their name, position, our names, room number, c&a number, etc.

 

Our assistant waiter did an amazing job; we never had to ask for a thing. Our dinners went faster than any other cruise we had been on and as he got to know us, he anticipated our needs before we could even ask. We filled out the card and gave it to him but really just wondered if it mattered because although he had a great attitude every night, the card didn't seem to overly thrill him lol.

[Clarea]

Those are called WOW cards. From what the crew tell us, and what I read here, they can accumulate cards and redeem them for various prizes or perks. However, we've been told by more than one crewmember that they would rather be mentioned by name in the Guest Satisfaction Survey.

[macruisefan]

I dispose of them before even boarding the ship. I paid my fare, it's not my job to evaluate and review the crew. I run a business myself, and while on occasion, I might seek some subtle feedback from certain clients, I would never desperately ask every person who conducts business with me to fill out a report card. I think it's one of the DUMBEST things the otherwise exceptional RCI does.

[Pumbaamd]

From all the crew we've spoke with over our recent cruises, the WOW card seems to have lost it's value to them. We are not too sure why. They all (100%) of them would prefer to be mentioned in the post cruise survey. If you give them a WOW card they say "thanks, but the survey recommendation would be much better".

The WOW card was at one time a great idea, but somewhere along the line it's value to the crew has greatly decreased.

Rick and Deirdra

[DonnaK]

For those that say that they'd rather have positive feedback on the survey rather than a WOW card, why does it have to be one or the other. Why not both? Generally, I consider the WOW card to be like a thank you card, and anyone that I choose to receive a WOW card would certainly get a positive review from me on the survey too.

 

I have to say that on our last two cruises, while service was adequate, no one really WOW'd us enough for either a glowing review or a WOW card.

[crissybean]

Thanks everyone for the quick answers. We were looking to go on the Brilliance in January and just wondered if those things were even worth bothering with next time. Now we know :)

[Langley Cruisers]

We used a WOW card on our Jewel cruise for, of all people and I'm sure he gets overlooked, the omelet station guy. He was phenomenal. We gave him a WOW card and a cash gratuity for taking care of us for 18 glorious omelet-filled mornings. :) It was nice to hand him both things.

[maureencruiser]

we used a wow card on our jewel cruise for, of all people and i'm sure he gets overlooked, the omelet station guy. He was phenomenal. We gave him a wow card and a cash gratuity for taking care of us for 18 glorious omelet-filled mornings. :) it was nice to hand him both things.

:) like :)

[elleluv]

We used a WOW card on our Jewel cruise for, of all people and I'm sure he gets overlooked, the omelet station guy. He was phenomenal. We gave him a WOW card and a cash gratuity for taking care of us for 18 glorious omelet-filled mornings. :) It was nice to hand him both things.

 

 

Would that be my friend, Damien, by any chance? He is absolutely awesome! I mentioned him by name on my survey and gave him a gratuity on our Jewel cruise in April.

 

He just got back from vacation in July on the first day of our last cruise on Jewel and was cooking in the MDR kitchen... we definitely missed him at the egg station.

[AussieVisi2r]

WOW cards can be very powerful.

 

We gave one to a barman who collected enough....not hundreds and was

 

UPGRADED TO BUSINESS CLASS for his flight from Sydney to LA.

 

That is massive - especially for a big man!

 

Made us happy!

 

R

[labeachcomber]

From all the crew we've spoke with over our recent cruises, the WOW card seems to have lost it's value to them. We are not too sure why. They all (100%) of them would prefer to be mentioned in the post cruise survey. If you give them a WOW card they say "thanks, but the survey recommendation would be much better".

The WOW card was at one time a great idea, but somewhere along the line it's value to the crew has greatly decreased.

Rick and Deirdra

Maybe this is true for the crew that are "expected" to get them, or the ones who have the most passenger interaction - your stateroom attendant and your waiter/assistant waiter in the MDR. But what about the other crew that don't get remembered as much - the bartender in the Schooner Bar, the maintenance worker that came promptly to unclog your shower on day 1, the sports team member that taught you how to surf on the Flowrider, the security team members who welcomed you back to the ship after each port, etc.

 

I gave mine to one of the women on the sports team on Oasis and she was really appreciative. Also mentioned her by name in the survey.

 

For all the talk from the crew and on these boards about mentioning people in the survey, I wonder what THAT gets them? A more favorable mid-cruise and cruise-end review? A raise after a certain amount of mentions?

[Langley Cruisers]

Would that be my friend, Damien, by any chance? ..

 

Actually no, this was Prasad. He was wonderful. :)

[negc]

For those that say that they'd rather have positive feedback on the survey rather than a WOW card, why does it have to be one or the other. Why not both? Generally, I consider the WOW card to be like a thank you card, and anyone that I choose to receive a WOW card would certainly get a positive review from me on the survey too.

 

quote]

 

I agree. We do both and certainly don't agree that it is such a dumb idea or so much of a burden that I would discard them because

it's "not my job" to evaluate the crew. In fact, if evaluating the service I receive helps improve the cruise experience for the next folks who travel on the ship, I am all in favor of it. I am sure that a larger gratuity and/or a positive mention in the cruise survey are equally or more important to the staff, but how is giving soneone added recognition for his or her excellent performance, something to be denigrated?

[macruisefan]

For those that say that they'd rather have positive feedback on the survey rather than a WOW card, why does it have to be one or the other. Why not both? Generally, I consider the WOW card to be like a thank you card, and anyone that I choose to receive a WOW card would certainly get a positive review from me on the survey too.

 

I register my satisfaction the same way I do on land: When it is appropriate to do so, I will offer a gratuity. And if I am pleased, I will be a repeat customer, and refer others.

 

This nonsense about surveys and "WOW" cards is outdated and disingenuous. I don't pester my customers to constantly help me evaluate and praise everyone in my operation. As an occasional tool, customer feedback is useful. But this model of constantly bombarding people is ridiculous. I've never filled out a WOW card, or a survey.

[RevSmith]

Those cards mean a lot for the crew members who do a lot for you. Sometimes money isn't the only answer. Taking a little time to thank someone on that survey means so much, and it's so little effort for the passenger to fill out the card. To me it is a nice thing to do if you are happy with them and they did a great job, or something extra.

[LucasLounger1]

They didn't even give me WOW cards on my Christmas cruise. Nor did they give them to my sister's family. I'd never heard of them until I started reading Cruise Critic. Maybe they're phasing them out?

[macruisefan]

Those cards mean a lot for the crew members who do a lot for you. Sometimes money isn't the only answer. Taking a little time to thank someone on that survey means so much, and it's so little effort for the passenger to fill out the card. To me it is a nice thing to do if you are happy with them and they did a great job, or something extra.

 

I understand that. But I tend to disagree with the CONSTANT utilization of these. Most customer service and HR specialists will tell you that you will get as good or even better data from a periodic sampling as you will from a constant feedback system.

 

I would be more willing to do them if it wasn't constant. Maybe survey 10% of guests each time. Maybe do all the guests once a quarter or something. Quantity does not always equal quality. And when they constantly blitz guests for feedback, to me, it kind of dampens the experience. "Don't forget, all these people are working really hard so you can enjoy your vacation!" It's just a bit of a downer. I prefer the Ritz Carlton model: "We are ladies and gentlemen serving ladies and gentlemen". There is an air of dignity and pleasure in providing top level service. Not because someone is hoping to get good feedback, but because that is what they are there to do.

[printingchick]

I think they're a great idea. Some people don't care about pats on the back forms of recognition, but this type of thing means a lot to me in my job. Sure, a raise means more. But a raise is typically once a year. Getting recognized for my efforts, as opposed to having them taken for granted, is a big smile-inducer!

[RevSmith]

Macruisefan

This cards are used for the staff rating. Their job status depends on the cards. This is the way that Royal does it, correct or in correct, it's the way it is. Until it changes I will help out in any way I can. Since you feel that way, why don't you write it down on your next comment card. I assure you your opinion will be heard.

[Ray in NH]

For those that say that they'd rather have positive feedback on the survey rather than a WOW card, why does it have to be one or the other. Why not both? Generally, I consider the WOW card to be like a thank you card, and anyone that I choose to receive a WOW card would certainly get a positive review from me on the survey too.

 

I have to say that on our last two cruises, while service was adequate, no one really WOW'd us enough for either a glowing review or a WOW card.

 

I feel the same way, and sometimes wonder if I am becoming jaded? Over the years, we have been treated with some very outstanding service deliveries, and perhaps them line between what is normally expected, and what is exceptional, has become blurred.

I feel the same way about questionnaires that ask if my "expectations were exceeded". My expectations have been continually rising so what I now consider "normal" others (and myself previously) may view as exceeding expectations.

Maybe I am giving this too much thought. :confused: However, as Donna mentioned, I find myself still saying "Wow", just not as frequently as before.

 

Ray in NH

[blonde375]

macruisefan, you've obviously never received a pat on the back or heard the words "job well done" when you needed to hear it most!!!

 

For a lot of people especially those in any type of service industry, it's not about the money and the gratuities, it's about taking care of someone because they enjoy doing it.

 

I am REALLY glad that I do not work for you at your operation!!!!!

[retiredgram]

Those are called WOW cards. From what the crew tell us, and what I read here, they can accumulate cards and redeem them for various prizes or perks. However, we've been told by more than one crewmember that they would rather be mentioned by name in the Guest Satisfaction Survey.

^ this is the same thing our cabin steward told us.

 

We used a WOW card on our Jewel cruise for, of all people and I'm sure he gets overlooked, the omelet station guy. He was phenomenal. We gave him a WOW card and a cash gratuity for taking care of us for 18 glorious omelet-filled mornings. :) It was nice to hand him both things.

We will remember this from now on. Never really thought about the omelet station workers and we have had some good omelets;)Thanks

[macruisefan]

macruisefan, you've obviously never received a pat on the back or heard the words "job well done" when you needed to hear it most!!!

 

For a lot of people especially those in any type of service industry, it's not about the money and the gratuities, it's about taking care of someone because they enjoy doing it.

 

I am REALLY glad that I do not work for you at your operation!!!!!

 

Don't make assumptions about me! You don't know the first thing about me! As an employer, the last thing I do before leaving every day is go around and thank everyone personally. If someone comes by my office on their way out to say goodbye, I thank them! If someone really steps up, or shines, I will go out of my way to let them know how much I appreciate it. You haven't the first clue who I am or how I do business. And statements like those you made show your ignorance.

 

I have an incredibly loyal staff and very satisfied customers, and I work hard to let all of them know how much I appreciate them. I have customers who also express their appreciation for my staff and myself, and it means the world! But they do it because they CHOOSE to, and because it is merited by the service they receive. Not because they are constantly being bombarded with surveys and feedback cards.

 

Is there merit to RCI's approach? Perhaps. They are after all, a large successful company. Do I think it's an ideal way to continuously engage customers? Personally, no. So, I don't choose to engage back. I do not believe they are expecting or demanding 100% participation. So no harm, no foul.

 

Now, have I on occasion expressed my pleasure when I was in fact very pleased? Of course. But I do not and will not feel obligated to submit a "report card" on every aspect of my cruise every time I step on board.

[Desert Cruizers]

At my former employment, we as the employees talked among ourselves, that despite little rewards and such to show appreciation, a simple Thank You for our Employer was worth more then Gift Cards etc.

[Luna_Lovegood]

For a lot of people especially those in any type of service industry, it's not about the money and the gratuities, it's about taking care of someone because they enjoy doing it.

 

 

Agreed! I'm a fan of the wow cards because I spent several years working at theme parks in the Service industry and I loved getting any positive feedback from guests/managers/etc. The service industry is sometimes a thankless job and a positive comment from a guest had the ability to make my day.