Shep Hyken interviews Paul Rutter, global cruise director, speaker, trainer, and the author of You Can’t Make This Ship Up: Business Strategies, Life Lessons, and True Stories from Forty Years at Sea. He talks about the hospitality mentality in the cruise industry and how it can be applied to other businesses.
“Forming relationships with people is what business is all about. It’s the little things that make you stand out, like learning somebody’s name or writing a thank you note. It’s what makes them want to come back.”
“There’s always a lower price somewhere. So, you have to compete on something more than price. You have to compete on service.”
“With the ‘More than Perfect Service’ model, we wanted perfect to be the starting point. Then, you just go a little bit above and beyond perfect to stand out in a crowd. As a result, people are willing to travel a little further to go to your business or spend a little bit more money.”
“Attitude is everything. You have to wake up with the right attitude in order to do the job and excel at it.”
Paul Rutter is a seasoned professional in the cruise industry who understands the unique challenges and dynamics of living and working with customers 24/7. He is the author of Repeat Business Inc.: The Business of Staying in Business and his latest book, You Can’t Make This Ship Up: Business Strategies, Life Lessons, and True Stories from Forty Years at Sea.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
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