Irritated with PVP

[Tapi]

I respectfully very much disagree. They aren't your travel agent getting paid solely on commissions and I think carnival would want to hear if your PVP has led you to believe that you can't/shouldn't call them if you didn't specifically book with them. Don't 90% of people get assigned a PVP AFTER booking their first cruise anyway?!

 

PVP's are encouraged to assist passengers that booked on the website in the hopes that they will create a relationship and book with that PVP in the future. But in reality, PVP's HATE assisting people that booked online. They get paid a measly base salary, and then they get paid per booking on top of that base salary. No booking, no money. Yes, they are working for free when you call them to fix something with your online booking. They are not getting a single dime from it. And that is a cold, hard fact

Edited August 8, 2014 by Tapi

[abisha]

What exactly is the benefit of using the PVP? I usually just research the rates on the website myself, jot down my choice of cabin and then call Carnival to book it (sometimes I do go through another online booking agent if there happens to be an OBC offer). I guess I'm not understanding the benefit of using a PVP.

[bassmk]

PVP's are encouraged to assist passengers that booked on the website in the hopes that they will create a relationship and book with that PVP in the future. But in reality, PVP's HATE assisting people that booked online. They get paid a measly base salary, and then they get paid per booking on top of that base salary. No booking, no money. Yes, they are working for free when you call them to fix something with your online booking. They are not getting a single dime from it. And that is a cold, hard fact

 

I will gladly never call her again and "make her work for free." She's the one who asked me to call her if I "needed any assistance at all with this booking."

 

Are you a PVP? How do you know all this? Here's the bottom line. I don't want to work with her, yet I'm being guilted into it. The website exists and people are able to book their own cruises, that's what I choose to do. I'm cold-called and then shamed by my PVP (who I did not request to be assigned to me or call me, and therefore have no obligation to her) for doing so, then specifically asked to call her for any (ANY...her words) assistance with this booking. I do that out of guilt and she doesn't even help me. No thanks. Don't want to work with her anymore. (Not that I ever did in the first place.) If she wants to create a relationship with me, she shouldn't use guilt as a tactic and should actually help me with my requests.

 

Also? SHE IS NOT WORKING FOR FREE. A "measly" base salary is still a base salary. She would only be working for free if she was commission-only. Stop saying they work for free if I don't book with them. They just make less if they don't make the booking. THAT is the cold hard fact here.

[Tapi]

I called her for assistance because she pointedly asked me to after I told her I booked online..

 

That's good that your PVP said that to you. She's trying to create a rapport with you and hopefully foster future business. She"s hoping that the next time you book a cruise, you'll think of calling her first. Many PVP's don't bother with guests thst booked online, so this is good.

 

As a suggestion, if you have ZERO interest in booking future cruises through her, don't use her services. However, if you are considering booking through her, continue talking to her and see how the relationship goes. Who knows, maybe you'll realize that you should've been using a PVP all these years. :)

[bassmk]

That's good that your PVP said that to you. She's trying to create a rapport with you and hopefully foster future business. She"s hoping that the next time you book a cruise, you'll think of calling her first. Many PVP's don't bother with guests thst booked online, so this is good.

 

As a suggestion, if you have ZERO interest in booking future cruises through her, don't use her services. However, if you are considering booking through her, continue talking to her and see how the relationship goes. Who knows, maybe you'll realize that you should've been using a PVP all these years. :)

 

I don't appreciate guilt trips. I also tried to play along and built rapport. She's not very good at her job. Perhaps I will try a PVP in the future, perhaps not. All I know is that it won't be her.

[Tapi]

Are you a PVP? How do you know all this?.

 

I used to do marketing for the Carnival brand several years ago, when I used to live in Miami, which allowed me to meet many PVP's, some which I still have a very good friendship with. So I do know quite a bit about the behind the scenes of their job.

 

You're correct when you say that, technically they dont work for free. But the monetary incentive to assist you with your booking is gone the moment that you book somewhere else. As I said at the beginning, nobody can force you to use your PVP. Next time you talk to her, tell her flat out and get her off your back. Trust me, you wont be the first one to do so. She may huff and puff a bit, and having to be firm with her may be a bit of a pain in the butt, but ultimately, it's the right thing to do. You can continue booking your cruises your way, and she can move on to guests that do want to work with her. But yes, it's like breaking up with a bad girl/boyfriend. You may not want to go through the process but in the long run, everybody will be happier. :)

Edited August 8, 2014 by Tapi

[splintz]

Not sure why she considered me her client when I never answered her calls. I knew who she was from the voice mails and emails. I answered the call after I booked because I had just booked and I thought there might be an issue or something. (Caller ID just had the generic Carnival number, no way to know it was her specifically.)

 

I wouldn't want anyone to lose their job, but it's not up to me to save her job if I'm not ready to book when she cold calls/emails, or if the one time I TRY to help her out, she ignores me.

 

Having worked with the public, I avoid dealing with people at all costs. I do everything online whenever I can. Technology, man...I love it.

 

I'm with you on this. i have a guy who cold calls me and leaves emails stating he is my PVP. i have never used this guy or talked to him, but i am suppose to be loyal to him because i am a name on a long list of names that was given him to cold call. i am tired of getting calls everyday from 800#'s and people trying to sell me something. and then god forbid if i forget to log off of the carnival website before i check rates for a possible future cruise. i did this 2 weeks ago and my so called PVP left 2 emails, called my house # left a message, and called my cell phone and left a message all with in 40 minutes of me looking up rates. and as far as people stating that when i don't use my PVP i am causing them to lose money and possibly their job for not meeting quotas that is nonsense. i would rather call the carnival 800# when i am ready to book since i like doing all my own research and know the room i want and what it will cost. then the random person who answers my call gets my sale and commission and gets another cruise toward their quota.

[Mary Ellen1]

You know that you can just LOG OUT when you browse the Carnival website, and the system won't prompt them to call you, right?

 

 

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I thought I had to be logged in to see the Past Guest pricing. I'll give that a try. Thanks.

 

I also just changed the phone number on my profile. To their 800#. :p

[tbbtravels]

I'm with you on this. i have a guy who cold calls me and leaves emails stating he is my PVP. i have never used this guy or talked to him, but i am suppose to be loyal to him because i am a name on a long list of names that was given him to cold call. i am tired of getting calls everyday from 800#'s and people trying to sell me something. and then god forbid if i forget to log off of the carnival website before i check rates for a possible future cruise. i did this 2 weeks ago and my so called PVP left 2 emails, called my house # left a message, and called my cell phone and left a message all with in 40 minutes of me looking up rates. and as far as people stating that when i don't use my PVP i am causing them to lose money and possibly their job for not meeting quotas that is nonsense. i would rather call the carnival 800# when i am ready to book since i like doing all my own research and know the room i want and what it will cost. then the random person who answers my call gets my sale and commission and gets another cruise toward their quota.

 

 

My real pvp quit sometime this year. The cold call guy that was calling me - doesn't exist in their data base. So I finally had a girl give me the name of her pvp - wonderful gal. Very helpful so I asked her to let me email my request to be my new pvp. I hated booking on the net and the 800 number people don't always know about premiere casino offers.

I am very happy and just waiting for that Walther guy (doesn't exist in carnival db) to call me on my home number again. LOL

[bdever]

I imagine your PVP considered you to be her client.

She has communicated with you over time.

 

If she does not book enough cruises, then she gets fired.

 

So yeah, I see how a human being could be upset.

 

I had a great PVP for over five years and then her sales apparently slipped.

She called my husband one day as we had not booked for a while(due to illness of a parent) and he told her that we could not book. He said she sounded like she was going to cry.

 

If you find a good PVP and you want to help someone keep their job, then book with them.

The time may come when you need the help of an actual human and it is nice to be able to call someone who knows you and is not someone who just started work last week.

 

As I am a skilled worker whose employer is throwing money at developing technology to replace me, I like to deal with people when I can and let the stinking computer sit there.

 

Whatever, hunh?

 

This is a really good reply to the OP's post and thank you. You have swayed my opinion and now will try to get a PVP at Carnival instead of doing all my bookings on line. I just don't know how to go about getting a PVP assigned to me... Do you wait for someone to call you?

[bunchesofun]

Way back in 2011 when we were researching our first cruise I went to the Carnival website. I don't remember how far I got, but I must have left a phone number because I got a call from a PVP. I talked with her and did book with her. Three cruises later we are still using her. She knows who I am when I call and asks about the family. After the first cruise we kicked ourselves for not buying a couple of blue Carnival beach towels. I asked her about it and she checked but said they could only be bought on the ship.....and since she was going on a cruise in a week, she could pick up a couple for us. So she sent them to me and I sent her the money for them plus some for her trouble. She tells me to call anytime I want to talk about cruising. I don't know what I'll do when she finally leaves.

[topofE]

That's like saying if you go to a restaurant and order your food then ask another server for a napkin, it's a slap in the face because she won't profit off helping you. That server, and your PVP friends, are likely in the wrong career field. If you work in any form of customer service and feel a slap in the face because you have to help someone that isn't directly contributing to your BONUS (above base) pay, then youre probably not meant to be in that company.

[mzloolue]

Nobody is obligated to book through a PVP but I don't understand ignoring the phone for YEARS like the OP has done. If she answers the phone once, and tells the PVP "No thanks, and please place me on your "do not call" list", it should be a lot less aggravating, both for her and for the PVP. The PVP's are prompted to call, and if the guest doesn't answer, the system prompts them to call again until they can change the status of the call to something besides "no answer".

 

OP, also what you did (booking your cruise online and THEN calling your PVP for assistance) is a no, no. Basically you slap them on the face and then ask them to work for free. Doesn't quite work that way.

 

 

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Well Said.

Exactly.

I want to have a good pvp when I need one.

So I book through her.

I help her and she can help me when I need it.

 

She calls maybe once a year.

[mzloolue]

This is a really good reply to the OP's post and thank you. You have swayed my opinion and now will try to get a PVP at Carnival instead of doing all my bookings on line. I just don't know how to go about getting a PVP assigned to me... Do you wait for someone to call you?

 

You can call and just talk to some.

Think of some questions.

You can already know the answers, it does not matter.

 

The last time I needed a new one I called and asked to speak to a PVP.

I asked my stupid question.

The first one lost patience quickly, so I told her I needed to think about things and would call back later.

 

So I waited a while and called back and asked to speak to a PVP.

With the second one I had trouble understanding her speech as it was heavily accented, so I thanked her and told her that I had a bad connection and would call back.

 

I called back later and talked to a third one.

She seemed willing to answer my questions and I could easily talk with her and understand her.

So I had a new PVP.

And I booked with her.

 

A good PVP may be with you for years.

You can talk to some and make a decision.

You want someone who wants you as a client, you can communicate well with, and who has some experience.

 

Good luck and I hope you get a good one.

Edited August 8, 2014 by mzloolue

[mzloolue]

I will gladly never call her again and "make her work for free." She's the one who asked me to call her if I "needed any assistance at all with this booking."

 

Are you a PVP? How do you know all this? Here's the bottom line. I don't want to work with her, yet I'm being guilted into it. The website exists and people are able to book their own cruises, that's what I choose to do. I'm cold-called and then shamed by my PVP (who I did not request to be assigned to me or call me, and therefore have no obligation to her) for doing so, then specifically asked to call her for any (ANY...her words) assistance with this booking. I do that out of guilt and she doesn't even help me. No thanks. Don't want to work with her anymore. (Not that I ever did in the first place.) If she wants to create a relationship with me, she shouldn't use guilt as a tactic and should actually help me with my requests.

 

Also? SHE IS NOT WORKING FOR FREE. A "measly" base salary is still a base salary. She would only be working for free if she was commission-only. Stop saying they work for free if I don't book with them. They just make less if they don't make the booking. THAT is the cold hard fact here.

 

She can only talk on the phone with one person at a time.

If you are talking to her, after you chose to deny her your booking, she will be unavailable to take phone calls from people who actually do wish to book with her.

 

Perhaps if you sent your questions in an email that she could answer between calls?

[matt87]

every time i log into carnival's website, like clockwork i get a cal from my pvp the next day. always, never fails.

[bassmk]

She can only talk on the phone with one person at a time.

If you are talking to her, after you chose to deny her your booking, she will be unavailable to take phone calls from people who actually do wish to book with her.

 

Perhaps if you sent your questions in an email that she could answer between calls?

 

I was trying to leave her a voice mail because she answered on her cell phone at lunch and I didn't want to disturb her break. She HAS my email and I even gave her that option to answer my question via email. Still nothing. And I didn't deny her my booking. I don't owe her anything. If I choose to use a PVP in the future, I'll use whoever answers my call.

 

I'm not sure why I should feel such loyalty to someone who just cold-calls/emails me, guilt-trips me into working with her, then ignores my simple question.

[mojomorris]

"Different strokes for different folks"...that saying is as old as we are and we still use a TA from AAA. SOMEBODY will wind up getting the commission/credit and we prefer to give that $$ to someone we actually KNOW and will run interference for us if necessary and will deal with ALL cruise lines. The TA and I BOTH check the websites(s) for price drops, OBC deals etc and it's become a good relationship.

It's nice to know that folks are happy/satisfied with their PVP (or whatever they are called) but we do what works for us.

Happy cruising to all and to all a good night!

[Tapi]

I'm not sure why I should feel such loyalty to someone who just cold-calls/emails me, guilt-trips me into working with her, then ignores my simple question.

 

 

You shouldn't feel any loyalty or feel forced or guilt tripped into working with anybody, period. But you started this thread by asking if the PVP's actions were weird, or if there was anything that you didn't know about PVP's. We've tried to shed some light behind this PVP's actions. That doesn't mean that you should feel obligated to do anything that you don't want to do.

 

Some people have found some amazing PVP's (personally, I wouldn't book a Carnival cruise any other way than through my PVP of 10 years), but that doesn't mean that all PVP's do a great job. All of them have to follow a script and a set of rules. Some do it better than others. Yours apparently isn't very good at what she does, plus you don't care much for her services anyway.

 

But hopefully after reading the various posts on this thread, you have a bit better understanding why PVP's do what they do. Once again, having an understanding does not mean that you should work with this PVP (or any). If what you do works for you, keep doing it. But as previously mentioned, if you have no desire to work with this PVP, make your intentions clear to her and move on. Although you don't care for her, there are other guests that do, and she can service them a lot better if she doesn't have to waste her time with guests that ultimately are not going to give her their business.

 

And about this PVP note helping you further with your questions, maybe this comparison will help. Have you ever worked for tips? And have you ever had to deal with a customer that at the end of the day you had the feeling that no matter what you did, they were going to stiff you? I have a feeling that this PVP went with the motions, telling you to call her with any questions, but ultimately she felt you were not going to give her "her tip" (make future bookings trough her). Personally, if I felt that way, I wouldn't spend an extra minute on you either. Just MHO.

 

Time to move on from this PVP. You will be better off and she will be better off. :)

 

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Edited August 9, 2014 by Tapi