If I were CEO of Carnival Cruises I would…

Its been a tough month for Carnival Cruise lines after their ship Triumph lost power stranding over 4,000 vacationers at sea. Guests had to endure food rationing, overflowing sewage, and fears of looting while they waited for the ship to be towed back to land.  While all of this has created a PR nightmare for Carnival, there was one bright light among the countless tales of anger and frustration; that bright spot was the professionalism of the crew. The staff of the Carnival Triumph worked around the clock to keep passengers calm and the situation somewhat bearable. They constantly checked in on guests, had to take on the dirtiest of jobs like collecting people’s waste, and often did it all with smiles on their faces.  Report after report from guests have lauded the crew for doing an amazing job given their challenging circumstances. While Carnival will be spending a lot of their time cleaning up the public relations disaster, it would be a mistake if they lost sight of their most important asset, which is their crew. It would be easy to send them all back to work as if nothing had happened, especially since head office will have their hands full over the next couple of months. But, there is an opportunity here to strengthen their business in the long run and it involves the staff of the Triumph. So, If I were CEO of Carnival… I would bring in the managers from each department of the ship for a debrief. My goal here is to gather the lessons learned in handling both guests, and staff during the...