• http://twitter.com/EngagementAG Ali Godding

    Hear hear! great post – and what a great crew!

  • paul rupert

    I think this post paints a puzzling picture of where good customer service comes from, and asks some intriguing questions. Surely there’s a great case study here. From a great distance I would say that this looks like Basic Work Process — 101. Neither designed nor desired, this is a sudden setting in which the tasks at hand are meaningful, clear and concrete, cross-trained veterans work alone or form and dissolve teams, management of mixed skill can’t or doesn’t get in the way, and feedback is likely instant and multi-sourced. It would be great to know what the participants thought they were doing.

  • Scott Span

    @ere-ef0917ea498b1665ad6c701057155abe:disqus the intent of this piece was to get insight from others regarding the situation, so thank you. The way the crew handled the situation given the way some describe the culture seems to be opposite of what would be expected. As Carnival releases more information, pending what becomes public, I intend to keep an eye out. From a case study perspective it remains intriguing. What I left out of the piece, as you mention process, is what lead to the technical failure to begin with…process, communication, leadership issues? Something contributed to the mechanical problem being over looked, ignored, not reported, or not repaired. Something somewhere is broken, and it isn’t just the Triumph’s engine! @twitter-267763666:disqus Thank you, and I’d welcome having a crew like that on a vacation any day.