Quick Thought 44 – The Key Lime Pie Incident

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This is Intentionally Vicarious… I’m Todd Youngblood… And I was just sitting here at my desk pondering aimlessly… And I started thinking about all the bad customer service I’ve gotten over the years. The stream of examples seems endless.

But lucky me, I just finished up an experience – one that lasted two full weeks – that stands out as the consistently best customer service experience I’ve ever had. I won’t go through the entire litany of examples during my time aboard the Crystal Symphony on their “Spectacular Alaska” cruise. Just one will suffice.

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It was dinner on the 2nd night of the cruise. Ramazan, our waiter who hales from Turkey, had just handed me the dessert menu. We had struck up a friendly, running conversation throughout the meal, and I jokingly “complained” that their was no key lime pie listed. He apologized – sincerely I must add – noted that in his 8 years on board the ship he had never seen it offered, and then suggested their ice cream and fruit parfait which turned out to be amazing.

Finished up my ice cream and coffee, thanked Ramazan and went on about my vacation.

Four days later, while finishing up yet another sumptuous dinner, I spot a waiter across the room, headed right toward me and decisively making eye contact. He was carrying what looked like an entire, gigantic pie. Our eyes stayed locked as he sailed right on past me…

Then he reversed course, came back to my table, re-locked eye contact, flourished this enormous pie and said, “Mr. Youngblood, perhaps you would enjoy some key lime pie for dessert this evening.”

Think through the chain of events needed to make this happen… In truth, not all that complex or difficult. What’s remarkable is that Ramazan and Crystal Cruises and their clearly customer-centric culture actually made it all happen. And they made a host of other small and large niceties happen multiple times per day every day.

Kudos to them all! This was my very first cruise. Not only do I want to go on another, I will only go on a Crystal cruise. That level of customer service earned my loyalty. And I want more key lime pie!

Think about it…


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