Begging has to stop

[link99]

Just back from Majesty good time and good service from some but no Wow's that's why we left the ship with our wow cards un-used. It is the first time We ever received them, I really looked forward to using them to.

 

You can tell the crew is getting worn down quick from the constant party atmosphere . But.. The one thing that really needs to change is the constant begging from the waiters for a 10.

 

The very first night after the app order he came back and started his pitch . I tuned him out because I refuse to give a grade of a ten if you have to beg me to do so.

 

Just provide decent service and you will get a 10 out of me. Beg for it and kiss your 10 goodbye..

 

Mr Goldstein this practice needs to stop it is so annoying. And if you need to beg people for tens this leads me to believe there are some serious service issues in the fleet..

 

End of rant

 

 

 

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[Lionesss]

We noticed this on our summer Allure sailing.

 

We had excellent service in the MDR at early seating, but the last 3 nights the waiter encouraged us to give the highest ratings possible.

 

Sea Ya

[NJ Fred]

I could not agree more. "10's" are earned. Tips are earned.

 

Hound me about a ten and you will lose the one and ge the zero.

 

Yes, Goldstein, issue a direct order that groveling for "10's" is verbotten.

[MattInFLL]

OK, well I agree with you it's completely annoying and comes off as unprofessional. But as someone with experience in this form of "ratings" and customer service, they are more than likely doing it because anything less than a 10 does not help them or requires them to explain why they didn't get a 10. They could also be in a "rating" period. That kind of atmosphere means the worker feels the need to ask for the 10. But the real problem is with management not realizing that there are some people out there who just will never give a 10 even if they loved the service.

 

Anyway, just saying it may not be totally the fault of the waiters.

 

On Oasis this past weekend and on Majesty 2 weeks ago, thankfully no one asked me to rate them.

[kylen721]

The problem is that people hardly ever give 10s on those surveys (or any survey for that matter) unless they received over the top great service. Most people will give a 9 for good service because they don't like to give a perfect score.

 

Having worked in a service industry where these types of scoring methods are used it is a pass fail. If you don't get a perfect score then you failed, it makes the whole survey completely pointless but the only choice normal employees have is to ask for the 10s because they need to get a passing score.

 

So blame the management who decided that only perfect 10s is a passing score not the person who is asking for the 10 thats just trying to keep their job.

[Big_G]

 

So blame the management who decided that only perfect 10s is a passing score not the person who is asking for the 10 thats just trying to keep their job.

 

Not so sure. In our experience, it has been a rare occasion when a waiter 'begged for a 10' and it actually was never begging. In most cases, they just wanted to make sure we filled out the survey without mentioning the score... but that's just our experience.

Edited September 3, 2014 by Big_G

[link99]

I do blame management that's why I said Mr Goldstein needs to stop this practice.

 

Same thing happens at hotels I understand the logic and I know why they do it but after awhile it just becomes background noise. Just like the kid who cried Wolf.

 

 

 

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[Illyria]

The problem is that people hardly ever give 10s on those surveys (or any survey for that matter) unless they received over the top great service. Most people will give a 9 for good service because they don't like to give a perfect score.

 

Having worked in a service industry where these types of scoring methods are used it is a pass fail. If you don't get a perfect score then you failed, it makes the whole survey completely pointless but the only choice normal employees have is to ask for the 10s because they need to get a passing score.

 

So blame the management who decided that only perfect 10s is a passing score not the person who is asking for the 10 thats just trying to keep their job.

 

Pretty much this. I work in IT support, and our customers will randomly get a survey to fill out. We're rated on a scale of 1 to 7 (7 being highest), and the idea is the same, we're really only commended if we get all 7s. There are so many customers that don't understand that, and will give us lower scores for something that we don't control (like they'll put in comments that they are unhappy with x, y and z policy that the company has implemented - like I had anything to do with that!) So unless I'm truly unhappy with service that I received (in any setting - cruise ship or fast food restaurant, doesn't matter) - I'll give all perfect scores on a survey. Otherwise I'll be punishing the employee for nothing.

[ladysail2]

Cruising isn't a the only industry that begs for a perfect score. Bought a car last year and the sales gal told me about the survey that I was going to receive. She asked me to please give her a perfect score or she wouldn't receive her bonus. She said her bonus made up most of her pay! How's that for pressure?? Sure put a guilt trip on me. No one is perfect on my estimation. Being a car sales person, I didn't know if I should believe her or not, LOL

 

What I wish would stop on cruises is the pressure to tip extra! I always prepay my gratuities. The cabin steward then knows they are secure and he or she will receive them. But, had one steward who had the gall to leave the 'extra tip' envelope with his name written on it!! I was not impressed to say the least.

 

:D

[boulders]

I agree with you OP. It's very annoying. A seven, eight or nine doesn't mean that the person did anything wrong or even that there was anything that they didn't do right. But begging for a score of 10 is very off-putting and sours me on the whole experience.

 

If they want a true evaluation of the experience, they should have a different scale. Something like "exceeded expectations, met expectations, did not meet expectations". Even that scale would depend on the evaluator. If they expected dinner to arrive 5 minutes after they ordered, that would be a "did not meet expectations".

 

In any case, management should find a way to evaluate their employees that doesn't annoy their customers.

[cruisinfanatic]

Not so sure. In our experience, it has been a rare occasion when a waiter 'begged for a 10' and it actually was never begging. In most cases, they just wanted to make sure we filled out the survey without mentioning the score... but that's just our experience.

I've never heard that either. The waiter only wanted us to be sure and judge his service separate from food quality

No big deal. He's trained and required to do the speech

Edited September 3, 2014 by SeaUs

[Arizona Cruz Chic]

I agree...nothing worse than being served your food and the waiter stands there begging for a ten...meanwhile your food is getting cold. :mad:

 

***

[reallyhooked]

I agree...nothing worse than being served your food and the waiter stands there begging for a ten...meanwhile your food is getting cold. :mad:

 

***

 

 

I think there's always room for improvement. I do give the "WOW", to the one's I think are trying their best during the week. I don't expect them to bend over backwards, I appreciate that they tried to make our week enjoyable

[pharaoh]

This is interesting. I work in a customer service job currently. Almost all of our customers get a survey about a day after their visit, but we are not allowed to even mention the survey to them in any way. It can be tricky because we need to get a certain amount of surveys back or else it's a red flag, so we have to provide such a high level of customer service and help enough customers that we both get a high score and a high number of responses without having to ask for anyone to even fill out the survey.

[2004corvette]

a maître d' who wears a WOW pin (whom i will not name) on one of our sailings was begging hard......i kiddingly mentioned to him that his unwanted soliciting can get one unWOW'ed.....he got the message and only smiled and said thank you each night as we left the MTD area....:)

our waiter and server were both excellent and in addition to a WOW each they received an extra tip and since both had bad eyesight we also gave each a pair of "2.0 magnified reader glasses"......which they both greatly appreciated and could not thank us enough....:)

[thegima]

Every time I take one of our vehicles to the dealership for any kind of service I always receive a survey email. I've talked to the service advisors in the past and they flat out told me that anything less than a 10 was flagged. They too push for making sure you rank them perfectly.

 

IMO it defeats the purpose. I personally can't stand some of the meaningless conversation that is started in order to incorporate hints towards giving good scores. Waste of time, just be friendly, helpful, and prompt -- you'll get a 10 from me every time :cool:

[LMaxwell]

I've heard it on cruise ships and in other land based services. I don't understand why 0-9 = 0 and only a 10 = passing. In fact, whenever I read restaurant or product reviews I tend to skip 1 star or 5 star, it is not realistic. I feel bad for the wait staff on ship that have to ask, but if someone were to rank them a 7 or 8 it is as bad as ranking them a 1.

[MattInFLL]

But a lot of people won't give 10s, even if they loved the service, and yet management often will ding an employee who does not get 10s. And having lived with a car sales person (for a luxury car line), yes it is true - if they don't get 10s they don't get certain bonuses and it makes up a big chunk of their pay. Now that's not the same situation here, of course, but still - the issue is much more with management and the environment they create, and not the employees. Personally, I'm not going to punish the employee and I will deal with the annoyance.

[Nebr.cruiser]

Cruising isn't a the only industry that begs for a perfect score. Bought a car last year and the sales gal told me about the survey that I was going to receive. She asked me to please give her a perfect score or she wouldn't receive her bonus. She said her bonus made up most of her pay! How's that for pressure?? Sure put a guilt trip on me. No one is perfect on my estimation. Being a car sales person, I didn't know if I should believe her or not, LOL

 

What I wish would stop on cruises is the pressure to tip extra! I always prepay my gratuities. The cabin steward then knows they are secure and he or she will receive them. But, had one steward who had the gall to leave the 'extra tip' envelope with his name written on it!! I was not impressed to say the least.

 

I do comply with the scores begged for, unless there really was a problem, because I don't want anyone to suffer for such a ridiculous way of using surveys.

 

:D

 

I've noticed this scenario at various businesses lately; our car dealership, where we go for repairs/service, always asks that we give 10's, otherwise they say they are in trouble.

 

IMO this completely negates the meaning behind the surveys; no one should be expected to be 'perfect' all the time. I believe, in fact, that it is impossible. I do blame the companies for putting this kind of pressure on employees so that they feel they need to beg for perfect scores. Just because I score someone an 8 or 9 doesn't mean they didn't do a good job--those are good scores!

 

When I fill out a survey I do my best to be honest, and most of the time, honestly, perfection is not reached. I'm sorry for those who are put under this pressure. It's unrealistic and makes the surveys meaningless.

Edited September 3, 2014 by Nebr.cruiser

[dancinman66]

Who knows but data can alwYs be made say what ever you want it to say

Wonder about it's real worth to a company

 

 

Sent from my iPhone using Forums

[cruisnseas]

While it is annoying, it is so obvious most of you have never worked at a job where your pay and employment were reliant upon a survey.

 

The reason they do their spiel is because if they get an 8 or a 9 you may think that is still great but their boss thinks it is terrible. If it isn't a 10 it might as well be a 0. It is unfair but these employees are just trying to keep their job. Punishing them for this is beyond unfair. It is petty.

[Zou Bisou Bisou]

Sorry, but I for one am terribly sick of those surveys and employees who are compelled to ask you to fill them out and give you a good rating.

 

They do this in stores, restaurants, travel industry, everywhere.

 

When you have had a wonderful time on a cruise, the last thing you want to hear is please answer the survey and give me a good rating. Just cheapens the whole experience.

 

We tip well for good service. We do the automatic tips and drink package. So tips are covered when we step on board. But we keep going.... tipping waiters, bar waiters, dealers in the casinos....and anyone else for that above and beyond (which we usually receive).

 

So PLEASE Royal Caribbean don't encourage this behavior. Cheapons my experience.

[wassup4565]

I hate this, people desperately trying to convince you to give then a WOW or a top-of-the-top ranking. Of course I`m going to do that if someone feels their job will be lost if I don`t. But what meaning does that have?

 

Last I heard, we do customer service surveys to try to find out how to make our businesses better, not to punish staff. Who may be hidebound by stupid procedures, inept supervisors or bad products. None of those are the fault of the staff.

 

If RCI wants to evaluate the performance of their staff, that is properly the job of managers. They should not be delegating that task to customers, who don`t know the realities the staff operate under.

 

As a professional trainer, evaluated at the end of every course, I noticed the evaluations of my courses depended in part on the temperature of the room. Too cold or too hot, my ratings went down. I did not have a key to the furnace room.

[Zou Bisou Bisou]

While it is annoying, it is so obvious most of you have never worked at a job where your pay and employment were reliant upon a survey.

 

The reason they do their spiel is because if they get an 8 or a 9 you may think that is still great but their boss thinks it is terrible. If it isn't a 10 it might as well be a 0. It is unfair but these employees are just trying to keep their job. Punishing them for this is beyond unfair. It is petty.

 

Sorry, but I worked from age 11 on. Nothing was ever handed to me. Had a loving family and great education (because that was important to America in the 1960's to early 70's). I did not come from money but am nearing 60 and have more than I ever dreamed of or could spend in a lifetime. I was able to be a stay at home Mom from the birth of my first child.

 

If I were to give an employee an 8 or 9 instead of a ten and their boss thinks it is terrible, that is the problem of their boss. That is why I don't like these surveys and usually do not answer them. They mean nothing...except maybe a reason to give employers to underpay their workers. And most employers underpay their workers these days. Sad but true.

[PuterMonkey]

Our waiter on our last cruise told us that anything less than a 10 counts against him. In other words, it's basically his job on the line with those 10s. I'd be making sure the customers knew, too.

Edited September 3, 2014 by PuterMonkey