Learning from Mistakes

Business, like life, is all about the learning curve. And some weeks the curve just gets deeper and deeper.

The steepness of the curve is measured by the mistakes we make in the process of learning. Perhaps you've gathered that I am speaking from experience....a current experience.

And its one thing to make a mistake that just impacts yourself. Its another thing when it impacts others.

Its been a relatively trying time for me and a group of my clients. You see they entrusted me to plan and facilitate their family's holiday vacation. And for the most part all went well. They asked questions, I found answers. I quoted them a price and we booked the cruise.

The first problem came when I entered the pricing into my confirmation system and transposed two numbers so the pricing on the confirmation was $600pp less than I quoted. Thankfully the family understood and honored the original price quoted. I sent them a gift card to thank them for their understanding--it could've gotten ugly.

The second and more serious of the problems arose out of my ignorance, stupidity, and neglect. When I entered the cruise into my booking system, the system generated an approximate final due date, which in ignorance I accepted; in stupidity didn't question; and in neglect never checked against the cruise line's final due date.

The cruise line final payment date, due to the fact that it was a holiday booking, was two weeks earlier than the system generated date so when I called to make final payment the booking had cancelled. Thankfully, luck was on my side and the cabins were still available and the cruise line reinstated them at original price which was lower than the current prevailing price of the cabins.

I really thought I'd dodged a bullet and didn't give it any further thought until the client contacted me last week to say that when they reviewed the cruise documents it was noted that they have early dining when they specifically requested (and I had confirmed in writing) that they wanted late dining.

So I checked the cruise line confirmation from the reinstated cruises and right there in black in white it clearly states: early dining.

At this point we are three weeks out from the sailing date, and pardon my pun, but I get a sinking feeling that I am in deep trouble. And I am.

I called the cruise line and fessed up the whole ordeal and plead for mercy, but as I feared, late dining wasn't available. I couldn't even waitlist it. My clients were now at the mercy of the maitre'd--only he could arrange to change their seating and that couldn't be requested until they were physically on board the ship.

Naturally my clients, who booked this cruise almost a year in advance, are livid. But I was too chicken to fess up to them that I screwed up again, so I blamed the cruise line saying that there must have been a large group requesting late dining and they got bumped.

I am beside myself not only with worry, but with shame. I ignored my own ethical principles and flat out lied to my client.

I appealed to higher levels within the cruise line and asked for my parent company to intervene. But the end result was the same..."no room at the inn."

In mega-ships as my client will be sailing, there are many dining options, so eating in the main dining room every night is no big deal. Unless you need kosher food.

And of course that was the case. One of the sons requested kosher meals, which it turns out, can only be served in the main dining room.

So that bullet I thought I'd dodged, is now headed my way.

After further conversation with the cruise line I learn that the family can ask the maitre'd to have the kosher meals delivered to the specialty restaurants on board.

So my fate and my clients happiness all rest within the hands of the maitre'd on board the ship.

To make amends I have offered to pay the nightly per person fee rate at the specialty restaurants for the four nights when they will be returning from shore excursions (they were concerned about being rushed to make early dining).

I haven't heard back from the client, but I am hoping they will accept this offer.

I'll keep you posted.

Three days later....all is right again in the universe. The cruise line was able to guarantee my clients (all three cabins) late dining. To thank them for thier patience, I still gave each cabin $50.00 shipboard credits

And while this could have been an extremely expensive mistake, there is no doubt I learned my lesson!

Self help, coaches and finding one's course

As a member of eWomenNetwork, an international women's organization, I have the opportunity to receive two free coaching sessions from a list of pre-selected coaches. For two years I've debated whether or not to utilize this benefit.

My excuse is also probably my ignorance for this profession. But I always believed a coach was akin to a psychiatrist and I wasn't getting comfy on one of those couches. Besides, I always felt I could self correct without outside influences.

But I know some of the most successful women have personal coaches for various aspects of their lives. Perhaps I was wrong.

SO I finally decided to give it a try. Well, that is I made the connection with the coach. Now I have to make the appointment. I'm a little unsure of what to do. You see she asked me to tell her a little bit about myself what area I would like to concentrate on in the session: personal or professional.

When I started to respond I was like a "push me-pull you" character...every time I wrote about my personal goals I got pulled into business goals. They are not exclusive of each other.

Here's what I mean...

I’m 47 and never been married---my choice. Two years ago I entered a relationship with a great guy, but he has three children and I never wanted kids. He lived an hour away and it became increasingly difficult to travel back and forth and since he had custody of the boys, we decided I would give it a shot and move in with him and work from home. The kids love me, so there’s no issue there.

What I found after a year was that I had changed. Without my circle of influence that gave me a sense of pride and self worth, I was losing ground to the fuzzy bunny slippers/sweat suit work style and slower pace life. I knew going in that I was going to give up things to make this work, but what I realized recently is that when you give up core values and needs, everything suffers. I was spiraling downward and my relationship and my business suffered.

I gave up my home
I gave up my close proximity to my circle of influence
I gave up my music (I was a regular fan on the local blues circuit—check out http://www.marilynsmusicscene.com/ ) because what was once an hour drive to see the bands is now 2hrs.
I gave up my sense of self

But that's where the self-correcting factor kicks in. I must have unconsciously recognized that I needed to make a change because I began to resurface in the networking world. I traded my sweat suit for a dress suit (sadly a few sizes larger than I'd like) and took on the challenge of building a new chapter of eWomenNetwork in South Jersey.

But I couldn't do it alone. Thankfully, Milt and I can talk about anything. In a tear-jerker session the other day he vowed to support my "rebirth" because what is important to me is as important to him. And he means it. Like a said earlier, great guy.

So when I stayed back in Cherry Hill the other night to catch the Randy Lippincott Band at Red, Hot & Blue and then drove up to the Mermaid in Chestnut Hill later that night to see Zydeco-a-go-go, he was totally supportive. John Colgan-Davis from the Dukes of Destiny, who was at the Mermaid summed it up when he said, "the music world is all right again...Marilyn is back."

And I think I'll send the coach a link to this blog so she can decide where should I begin....

Networking--

Every once in a while you are given a chance to start something meaningful from the ground up. If you are lucky there is a blueprint to follow, but the final result is determined by the building blocks you can lend to the foundation.

So it is with the new eWomenNetwork chapter in South Jersey. After a few years of attending events on the PA side of the bridge, I lobbied the founders of the organization to start a chapter in New Jersey.

In most states, chapters can be found in major towns and cities, but my vision expanded beyond townships and counties--I wanted to bring this organization to all women in South Jersey and I now have that opportunity as the new Managing Director of eWomenNetwork SJ.

I am blessed that I have a core group of women standing right by my side as we launch the new chapter. Some are women that, like me have be attending the Philly events, others are women that I've known and admired through my own business network and others are friends of these women.

Together we are poised to create the largest, most resourceful organization for women in business in SJ.

"It takes teamwork to make the dream work." (I wish I could claim that as mine...but kudos to rightful owner of that quote.)

In many ways eWomenNetwork is about business—we want to connect women with other women opening doors for them to do business with each other. But we are much more. At eWomenNetwork our philosophy is that you must first and foremost give to others "first." We believe that by giving and being "other-focused" you create a world of abundance for all. For us, networking is really the art of "giving" and searching for ways to serve the needs of others before focusing on ourselves.

eWomenNetwork is comprised of various levels of women in business…from entrepreneurs with one–two employees to representatives from larger companies. Our goal is to offer the best resource for women to do business with other women. We offer members a website on which they can post their photo and business profile for the 200,000 women who visit the site every day; we celebrate women authors by providing them a publishing company dedicated to their success; we have our own radio program; we offer free mentoring and coaching sessions to the members; we support other women through the eWomenNetwork Foundation; and we strive to provide access for our members to women in senior levels of the business world.

http://www.ewomennetwork.com/
http://www.ewomennetwork.com/vision.html
www.ewomennetworkfoundation.org/index.html

I hope you will read this and "get it". If you do, I'm sure I'll see you at an upcoming event. Just visit the website listed above and click on events. Scroll down to SJ and make your reservation! And remember to share this with other women you admire.

Boomers, vacation planning and River Cruising

I recently read an article from the Chicago Tribune, "Boomers are spelling 'vacation' l-e-a-r-n-i-n-g. "

This seems to hold true in the cruising industry, too. As we (yes, I am a "boomer") look towards taking future vacations, the potential for seeing new places, learning about different cultures, and experiencing new adventures are all major components of the decision making process.

CLIA (Cruise Line International Association) lists the number one reason (76%) people choose cruising is the "opportunity to visit multiple places." And 60% are looking for "unique and different" experiences. 42% of cruisers reported that they seek a "cultural learning experience."

And the industry is listening. Luxury cruise lines such as Crystal, Regent Seven Seas and Cunard all have some type of on board enrichment programs.

Celebrity recently spun off a new cruise line called Azamara. It's two ships, the Journey and the Quest each offer the experienced cruiser an exploration type experience on a deluxe cruise line.

Holland America has the Culinary Arts Institute on board all their ships.

CruiseWest and Hurtigruten provide unique sailing that are itinerary intense. And the size of their vessels allow close encounters with nature.

But of all the cruise products out there, river cruising seems to best fit our growing desire for cultural immersion. Picture cruising up the Rhine, the Danube or the Yangtze river with history within view from your stateroom on deck. Image sitting down to a meal sampling the culinary delights from that day's port of call or local storytellers coming on board in the evening to share their history with you. Or perhaps the idea of spending an overnight at a port of call entices you--enjoy a night at the opera, an evening at a local pub or specialty restaurant or maybe be invited into the homes of your hosts.

With so many choices, its no wonder cruisng is a favorite vacation for Boomers!

If you ready to learn more about any of these cruising options, drop by my website or drop me a line.

Trade Shows and Tired Shoulders

I just returned to my office from a Home-Based Travel Agency trade show in Atlantic City. It was great to meet reps from the cruise lines, resorts and convention and visitor bureaus of various countries. I reconnected with some colleagues and spent some time chatting with the CruiseOne team, including our CEO Vivian Ewart who is so genuine and easy to talk to. She was there to market the company to potential franchisees--not that I need any more competion in my backyard!

I know setting up and working trade shows are hard work--I used to run the Chamber's Annual Business Expo and I've had display tables at many, many trade shows.

But what about the attendees??? After walking row by row and stopping at each table, I was loaded down with 4 bags of brochures and information. As the show was coming to a close,the vendors were happily handing out as much as could, the idea being they more they give away, they less thay have to pack and slep back to the office. Good stuff, absolutely. Heavy as heck---you better believe it.

You'd think my shoulders would be used to the extra weight from carrying my tote bag around, but I'm telling you--I could have used these bags for weights in my exercise routine!

Next time I'll bring a suitcase on wheels--I may look funny, but when I'm still standing up straight at the end of the day and everyone else is hunched over...guess who will have the last laugh then!

Dressing for Success

Every Wednesday morning at 7:15 I head out the door to meet with the South Jersey Women's Network, an informal group of professional women from the Atlantic County area. Each of us represents a different industry and each is there to learn about and support the other members by word of mouth marketing.

Being in the travel business and working from home I find myself at a quandry as to what to wear each week. One of our members makes no apologies for her attire, and to be honest, I applaud her---she works out every morning at 6:00 a.m., so she comes straight from the gym.

Another member is in the financial business and she is always dressed impeccibly in her business suit.

Others, like myself, dress according to what the rest of the day holds. If I have other appoinments I'll dress in business attire. If I'm coming right home to work in the home office then I'll wear jeans, a tank and a decent jacket and good shoes (today I wore my pink Cozumel tank and pink cowboy hat...souvenirs from my recent cruise!)

And that's really who I am, a low maintenance, dress down, casual person. Does that mean I can't be professional when dressed this way?

Its all about image perception. The question I have to ask is whether I perceive myself as less professional. If the answer is yes, then I'm doomed because my confidence is tied to my self perception.

Turns out that I am a victim of comformity, because in many situations I do need to put that suit on to feel the power of confidence.

Now if only I could button that suit jacket..ah but that's fodder for a future blog!