Start On The Inside

GUEST POST from Shep Hyken

As I write, I’m looking at a book I just read, Delivering the WOW by Richard Fain, chairman and former CEO of Royal Caribbean Group. If you’ve ever been on a Royal Caribbean cruise, you’ve most likely experienced some of the WOW Fain talks about in his book. That word especially applies to Icon of the Seas, which as of today, is the world’s largest and most spectacular cruise ship, able to accommodate 7,600 guests and a crew of 2,600 employees, coming in at a cost of $2 billion.

I had a chance to interview Fain about his new book where he shared his strategy for delivering WOW. However, before we go further, it’s important to know Fain’s background. Prior to joining RC, he worked for a shipping company. He described it as a commodity business. The customer needed a shipment of something to go from point A to point B. The price, as Fain said, “… [had] to be cheaper than the other guy,” and as long as it was and the shipments were delivered as promised (on time), the company earned repeat business.

However, cruise ships are part of the hospitality industry, where people have different expectations. While customers (passengers) may consider how much the trip costs, they also look at the value proposition for the money they spend. Done well, customers are less concerned about the money than about the experience. Fain said, “I found myself going from a commodity business (the shipping company) where price was all that mattered to a business where wowing the customer, exceeding their expectations, blowing them away and making them desperately interested in coming back and doing it again (was what mattered).”

While I thought I was going to learn specific ways Royal Caribbean delivered guest service, I was pleasantly surprised to hear Fain talk about the true secret to the WOW strategy, and that is to create the right culture. Fain said, “The ships are beautiful. I like architecture, the art and the design, and I’m very proud of the spectacular vessels. But it’s really the crew members who bring that to life and make it (the experience) exceptional.”

With that in mind, here are five of Fain’s strategies to WOW the customer.

1. It’s the Culture: Fain’s culture is about a dedicated team of employees who are never satisfied and always finding ways to improve. Fain said, “We’re looking for the kind of people who really feel passionate about their jobs. You need to love doing your job. I’m amazed at our crew members who seem like they’re the ones on vacation.”
2. Finding the Right People Is the Key to the Culture: When the culture is good, you’re going to attract the right people. Fain shared that the best way they find new employees is when current employees tell their friends, “This company is really amazing and working for them is exciting and fulfilling.” Just as you want customers to evangelize a brand, you want employees to do the same.
3. Create the Culture Where People Don’t Leave: Fain was excited to share that he’s had the pleasure of awarding employees for 50 years of service to the company, and that the senior executives have a tenure of more than 15 years. The point is, Fain says, “People don’t leave us that easily.” When you treat employees right, they stay.
4. The Defining Statement Aligns the Culture: I asked Fain if he had a mantra or credo for the company. His answer was simple. The WOW concept is the most common. It’s not just about providing a good cruise. Employees are expected to go above and beyond, and everyone understands (and is trained) in what that means. It’s not about an over-the-top moment, although it could be. Above and beyond can be as simple as a small gesture. Fain explains, “If you’re dealing with a child, you don’t just bend down, you get down on a knee and talk to that child. If someone asks where something is, you don’t just say, ‘Go down the corridor, turn left, then take your first right.’ You take them there.” In other words, do a little more than expected, sometimes just a tiny bit more, and you’ll be delivering an above-and-beyond experience.
5. Your North Star Gives You Direction: As I wrapped up the interview, I asked Fain to share one final tip from his book, Deliver the WOW. He said that a company’s defining statement becomes its North Star. This is the direction you are always headed. It’s physically thousands of light years away, and it’s impossible to actually get to the North Star, but that’s the direction you are headed. Fain shared his final comment: “Mariners navigate the ship by looking at where the North Star is. And we navigate our business by constantly thinking of our North Star.” His point was that his people are focused on what makes next month better and next year better. They are always looking to make a positive change. And not just modest incremental change, but big critical changes that make a real difference.

No matter what business you’re in, you need a North Star to guide every decision and every employee. It doesn’t matter if you call it WOW or something else. What matters is the relentless focus on getting better. That overarching strategy must be ingrained in the culture. People must make that happen. Without it, you risk staying where you are while a competitor improves and passes you by. Commit to constant progress, keep your team aligned and you’ll create an ever-improving experience that gets customers to say, “I’ll be back!”

This article was originally published on Forbes.com.

Image Credits: Pexels

Sign up here to join 17,000+ leaders getting Human-Centered Change & Innovation Weekly delivered to their inbox every week.