I emailed Adam Goldstein and they called me!

[Iluvcruising2]

Why is it so hard to believe? Obviously Mr. Goldstein takes a keen interest into what his customers have to say. He may not answer all of these emails personally but his staff makes sure the customer is contacted. This is one reason that helps to make Royal Caribbean successful and keeps it's passengers coming back. If there is a problem out there Mr. Goldstein cannot fix it if he does not know about it.

 

It is the volume. Judging by how vocal RCI's customers are, Mr Goldstein would receive hundreds if not thousands of emails a day.

 

Can you imagine how much time it would take for Mr Goldstein to read through all the emails? He won't have time to do anything else.

 

And he is the CEO.

[JillLovesTravel]

Anyone who thinks that agoldstein@rccl.com is Adam Goldstein's email address is living in a fantasy world. He has a complete staff of people who are trained to handle situations and the thousands of inquires that are received.

 

No one will ever know what his true email addresses are except for other top executives and selected staff.

 

Oh please don't burst the bubble of those on here who think Adam is their BFF! And anyone who reads posts on CC for any amount of time knows who these frequent posters are, HA!

[Gil T. Azell]

I'd love to know what kind of incentive they get. I sent an email mentioning several people and was told that they would be given special recognition and my email would be forwarded to their supervisors.

 

Many times the incentive is a day off with pay. A letter written to corporate to praise an employee means more in theory than a positive comment on the on ship survey but overall both are equally important. A comment of the ship survey or WOW card takes several to numerous comments (depends on the dept) to get a good incentive but sometimes just one letter written to corporate to praise an individual can get the employee the incentive. The theory is that it is easier to get positive comments written on the on ship survey than to leave such a positive impact on a passenger that they are compelled to write about it after their cruise. They also give prizes to employees on the ship based on the on ship surveys so these surveys are very important for them to receive positive comments.

[KeywestK]

To OP: When my husband and I returned from our Liberty TA sailing in November, I emailed Mr. Goldstein regarding a very bad experience we had at Chop's Grill. Our complaint was regarding the manager of the restaurant and how badly he handled a situation. Within 20 minutes of sending that email, a representative from Mr. Goldstein's office called to discuss the matter. He was very interested in hearing what I had to say, and assured me that this kind of feedback is important and necessary in order to keep guest satisfaction up. I made it clear that I had no expectations, and that I just wanted Corporate to know what happened. We were very kindly offered credit for the specialty restaurant of our choice on our upcoming Eclipse cruise, and a complimentary bottle of wine.

 

I did not set out to "get something" but I did think it was very nice to be offered some compensation.

[Emeripsni]

Honestly, I don't care if he reads it. I just care that results happen. It could be his kids reading it for all I care. If someone responds, that's all that matters to me. That's what I appreciated.

 

Agreed!

[Iluvcruising2]

To OP: When my husband and I returned from our Liberty TA sailing in November, I emailed Mr. Goldstein regarding a very bad experience we had at Chop's Grill. Our complaint was regarding the manager of the restaurant and how badly he handled a situation. Within 20 minutes of sending that email, a representative from Mr. Goldstein's office called to discuss the matter. He was very interested in hearing what I had to say, and assured me that this kind of feedback is important and necessary in order to keep guest satisfaction up. I made it clear that I had no expectations, and that I just wanted Corporate to know what happened. We were very kindly offered credit for the specialty restaurant of our choice on our upcoming Eclipse cruise, and a complimentary bottle of wine.

 

I did not set out to "get something" but I did think it was very nice to be offered some compensation.

 

Cool stuff! Looks like the team managing that email account is 'on-the-ball'.

[Debde]

Why is it so hard to believe? Obviously Mr. Goldstein takes a keen interest into what his customers have to say. He may not answer all of these emails personally but his staff makes sure the customer is contacted. This is one reason that helps to make Royal Caribbean successful and keeps it's passengers coming back. If there is a problem out there Mr. Goldstein cannot fix it if he does not know about it.

 

One key example of how good major corporations are at this stuff. They make you think he responded and signed the letter. Makes some think they have some connection with the CEO. Until someone hears his actual voice on the phone-most times it is him telling staff what to say or staff already knowing what to say. Don't take it personal but it's possibly not a direct response.

 

I'd much rather the man uses his time to ensure cruising a good experience at a good value then taking time to read every 'Why are kids allowed in the CL' e-mail!! ;)

[peteukmcr]

Curious to know: How long before you got some sort of response to those who did receive one?

(Sent one yesterday and wanted to make sure I didn't miss an emal or call!)

 

Thanks,

TnT

I received an email reply the same day and the follow up telephone call was with 2 or 3 days and that was only because the specialist had to consider the time difference between the US and UK as Miami is -5 hours behind.

[peteukmcr]

One key example of how good major corporations are at this stuff. They make you think he responded and signed the letter. Makes some think they have some connection with the CEO. Until someone hears his actual voice on the phone-most times it is him telling staff what to say or staff already knowing what to say. Don't take it personal but it's possibly not a direct response.

 

I'd much rather the man uses his time to ensure cruising a good experience at a good value then taking time to read every 'Why are kids allowed in the CL' e-mail!! ;)

I agree that corporations are good at thinking you are corresponding with the CEO and this is an example of how Mr Goldstein utilises his time effectively. He ensures that there are satisfied customers both pre cruise by providing good value as you mention, and post cruise by providing customer satisfaction for issues raised.

[waterbug123]

Anyone who thinks that agoldstein@rccl.com is Adam Goldstein's email address is living in a fantasy world. He has a complete staff of people who are trained to handle situations and the thousands of inquires that are received.

 

No one will ever know what his true email addresses are except for other top executives and selected staff.

 

Ding ding ding, we have a winner! :D

[waterbug123]

It is the volume. Judging by how vocal RCI's customers are, Mr Goldstein would receive hundreds if not thousands of emails a day.

 

Can you imagine how much time it would take for Mr Goldstein to read through all the emails? He won't have time to do anything else.

 

And he is the CEO.

 

And I assure you that while it's good for him to have a finger on the pulse of the customer, the board members would be livid to find out that he spends hours a day, at his salary, reading and replying to customer emails. And yes, it would take hours, if not all day and then some, to read and reply to everything addressed to him.

[fb0075]

Believe what you will---I was a skeptic, BUT I emailed about a 2 year old problem that Customer Service would / could do nothing about.I was contacted by Cynthia and was treated with respect and a genuine concern to make me HAPPY! I told her at the time that I was President of 2 corporations,so I realized that Mr. Goldstein didnt read these but it was still comforting to know that there was a dept that tried to help. She immediatly corrected me and said that he did try to read most of them and that their office was rather small and only a couple people actually did handle these requests!

End of story--after several weeks (over Christmas) and her staying in contact with me during this time--I was given OBC and another request was granted and made me a HAPPY cruiser!

 

FRANK

[addicted2]

After first reading this post yesterday I decided to send Adam Goldstein a short email. It was a thank you email for not only all the great times my family has had on Royals ships, but also to thank him for something I learned to do on our Mariner cruise last week. It had to do with knee problems and my rehab on our cruise.

This afternoon I received a reply from Adam. And yes I do believe it came from Adam himself. In his reply were some of his own personel experiences with health problems he has had and how he is doing now. Maybe my email was forwarded to him because it was a positive one, who knows. All I know is that it makes me want to book alot more cruises with RCCL. and makes me feel like they really do care about their customers.

[NorbertsNiece]

Thanks for posting this thread. You motivated me to email the CEO regarding the embarkation debacle I experienced on Navigator last year. I had commented on the relevant form at the time and felt de-motivated by the time I got home. Would be nice to get something back in writing.

 

On the 23rd I received an email response and today I got a call from someone who describes himself as an 'Executive Guest Specialist' (he's the executive, I'm not). We circled each other for a while to some miniscule effect; I found out one small piece of information I didn't already know. I acknowledged the fact that he took the time to call however. I may write up the conversation in my blog. Then again I may not.

[yankeechick78]

They definitely take the compliments and complaints seriously. After a trip I took on the Jewel OTS, I was so struck by the above-and-beyond service and care I got from one of the staffers, I wrote a letter to Corporate in Miami to sing his praises (I had already given the proper shout-out to him on the onboard satisfaction survey).

 

The next trip I took on the Jewel, I saw him again and he told me that a copy of my letter had been sent from Corporate to the ship so it could be hung on a bulletin board they have down in crew quarters to recognize and applaud staffers that go the extra mile. And yes, he was "incentivized"; I was too polite to ask for details.

i noticed in your signature you were on the explorer in Sept. I wonder if you were on the same cruise as me. I went Sept 10.

[CFIGuy]

I didn't email Adam Goldstein, but did submit comments via the contact us on the C&A page. I received a phone call in 2-3 business days where they went over all of my comments. They were about 80% complimentary and 20% suggested changes/improvements. She made sure to spend a lot of time on each getting full clarification on what I liked and what needed improvement. I can't think of any travel company that would call back for a complimentary email. Definitely glad to see this and cements my belief that RCI is my cruise line. Did I mention that I am booking another cruise?