Who to Write To?

[sail7seas]

Just wondering........

With a very large corporation, such as HAL, we know there are many departments with many Vice Presidents/Directors/Managers of these Departments.

When one wishes to write to headquarters in Seattle, why do most of us instinctively say......I'm writing to Stein Kruse? He has many very able people who are in charge of various departments. Why don't we write directly to the department which would be pertinent to the subject about which we are writing?

Do we think we'll get faster/better action by loading up Mr. Kruse's (and his assistants') mailboxes?

Why not write to Customer Service?
or Customer Relations?
or Mariners Society?
or Marketing?
or Public Relations?
or or or or or or?

Just wondering........ :)

[hammybee]

I think most consumers feel better contacting the top people.

The CEOs of most mid-large size companies receive thousands of letters/emails a week. They have processes in place to forward it to the appropriate areas for response.

[yorkie99]

We just received a thank you email "from" Stein Kruse so maybe that personal touch tends to lead some to write to him personally.

I used to work for a large manufacturing firm and when the President of the company received mail addressed to him, unless it was marked on the envelope personal/confidential, the mail was opened and distributed to the appropriate personnel. This is probably what happens when Stein Kruse received correspondence. He may not even see most of the mail addressed to him...or I could be totally wrong :p

The same applies to emails sent to him. Chances are his email is scanned by his secretary or whomever.

[mamaofami]

Sail, that's just what I'm wondering. I posted earlier this am to ask who we could write to regarding HAL pulling out of NY. I know it might not make a difference for 2008, but perhaps if enough people write they might put a HAL ship back in NY another year. I was planning on writing to Mr. Kruse, but also someone else. Anyone know if writing to the new director of North American and Caribbean marketing would be a good option? Her name is Beth Humerik. Any suggestions, please.:confused:

[hammybee]

He may not even see most of the mail addressed to him...or I could be totally wrong :p

The same applies to emails sent to him. Chances are his email is scanned by his secretary or whomever.

CEOs in businesses that sell products to the general public do not open or read mail, even mail marked personal and confidential. They have an army to handle correspondence with the general public.

[magictam]

Sail, that's just what I'm wondering. I posted earlier this am to ask who we could write to regarding HAL pulling out of NY. I know it might not make a difference for 2008, but perhaps if enough people write they might put a HAL ship back in NY another year. I was planning on writing to Mr. Kruse, but also someone else. Anyone know if writing to the new director of North American and Caribbean marketing would be a good option? Her name is Beth Humerik. Any suggestions, please.:confused:

I don't know who, but I would call the Corporate Headquarters (1-206-281-3535) and ask them who I should address the letter (email) too. They might even give you the email address of the person.

Just a thought, but that's normally what I do when I'm looking for a person, contact info.

[mamaofami]

I don't know who, but I would call the Corporate Headquarters (1-206-281-3535) and ask them who I should address the letter (email) too. They might even give you the email address of the person.

Just a thought, but that's normally what I do when I'm looking for a person, contact info.


Thanks for the suggestion. I just did do exactly that and spoke to Nancy katt at guest relations who suggested those of us who are upset with the decision to pull HAL out of NY write to:
Mr. Stein Kruse
300 Elliott Avenue West.
Seattle, WA 98119

She said he does read all the mail and if we want to be heard, that is the way to go. I'm hoping that all who are upset about HAL leaving NY will follow through and take a moment to write.

[CroozeAddict]

CEO's never read the external email sent to them. They have secretaries / assistants who read, forward them, and answer them. I was very familiar with this system when I worked for a large company inside the DC beltway.

It doesn't matter if you send it directly to the CEO or to one of the Department Directors ... it gets to the appropiate person to handle. Once the problem is resolved, it goes back to the assistant and is answered under the CEO's letterhead.

Sending complaints directly to the CEO is perfectly fine. Just don't think that they read them personally. Contrary to popular opinion, CEO's have enough on their plates. They have plenty of folks to handle customer relations.

[sail7seas]

Well, there you go. HAL's own Guest Relations says that is who we should write to.

We, too, have written to Mr. Kruse in the past and also have received very gracious responses. I'm not suggesting folks shouldn't write to him. I am just wondering why most of immediately think to write him without considering anyone else in the corporation.....even those in charge of the department about which we are writing.

Thanks for your comments.

[hammybee]

She said he does read all the mail and ..........

This is so ridiculous it's funny.

[hammybee]

Darn dupe

[sail7seas]

This is so ridiculous it's funny.


I agree. It isn't possible. Even if that is all he did all day, which, of course, is not the case. His assistants may read most of most of the mail??

[mamaofami]

This is so ridiculous it's funny.


Maybe so, Hammy, but a lot of mail on a particular subject is bound to be reported to him.

[CroozeAddict]

She said he does read all the mail and if we want to be heard, that is the way to go.

Please don't kid yourself;). That's the standard reply. She's probably the one who opens the mail:rolleyes:.

[hammybee]

Maybe so, Hammy, but a lot of mail on a particular subject is bound to be reported to him.

I think they expect to receive a lot of mail/email/calls. This happens when a ship, any ship, changes its seasonal home port.

[ekerr19]

I worked as Executive Assistant for the CEO of my Company for a number of years... I read everything addressed to him and funneled correspondence to the appropriate department. Periodically, I would pass him something of interest with my comments. "Confidential" meant zilch - my boss wanted me to look at everything and just handle it.

Complaints - even those alledging fraud or abuse, were sent to our Complaince Dept. (The company owned a brokerage firm back then).

I sincerely doubt Stein Kruse reads everything - probably not anything. He would not have the time nor inclination.

The only time I got a personal letter from someone at HAL - it was from Kirk Lanterman, he personally responded to a letter I forwarded to my TA.

[MHS4]

I agree. It isn't possible. Even if that is all he did all day, which, of course, is not the case. His assistants may read most of most of the mail??

And, indicate to their secretary which standard letter response to use, and unless you are a VIP on his level or a personal friend or a Very Large Donor, that gracious response with his "signature" on it is either signed electronically or by an AutoSign machine which uses a standard fountain or ballpoint pen. If there is sufficient volume, there would be a database/merge process to deal with it in a timely manner -- again, actually done by the support staff of the Assistant.

The most to "hope for" is that the opinions are counted and some department head gets a monthly report with that count.

This is not just common sense evaluation, it's first hand knowledge. Same is true of responses from our political "leaders".

[magictam]

I agree that Mr. Kraus probably has an assistant to open all his mail and route it to the appropriate person/department. But aren't we all underestimating the man by insuating that he doesn't read any of his emails or letters? Or that he isn't aware of complaints, suggestions, ideas, etc?

Even if he doesn't, I would guess that during staff meetings, each department gives an update of what is going on in their departments. So if customer service is receiving a lot of complaints about the move from NY they will be reporting it up the line. He will be made aware of it.

I'm assuming it was his involvement with all aspects of the company that got him where he is, and a smart manager will continue with that same involvement.

Just my humble opinion.

[Krazy Kruizers]

We had trouble with our days being correct on our last cruise. I e-mailed the Mariner Socity and within a few hours we got everything straightened out.

[sail7seas]

I agree that Mr. Kraus probably has an assistant to open all his mail and route it to the appropriate person/department. But aren't we all underestimating the man by insuating that he doesn't read any of his emails or letters? Or that he isn't aware of complaints, suggestions, ideas, etc?

Even if he doesn't, I would guess that during staff meetings, each department gives an update of what is going on in their departments. So if customer service is receiving a lot of complaints about the move from NY they will be reporting it up the line. He will be made aware of it.

I'm assuming it was his involvement with all aspects of the company that got him where he is, and a smart manager will continue with that same involvement.

Just my humble opinion.

I absolutely agree with you that we are approaching being insulting in our description of Mr. Kruse as regards mail from Mariners. I think he is very hands on and also believe he has a very real feel from his assistants of the 'mood' of the letters and any specifics his trusted assistants believe he would want/needs to know.

It's a matter of there only being 24 hours in his day the same as ours. Once in a while, I imagine he needs a bit of sleep. :)

My impression is very little gets by Mr. Kruse... that not much is being said/done in that company about which he has no knowledge.

I also believe that it would not be out of character for him to pick up a phone to call a person about a letter that was passed to him which he felt needed more attention from someone with authority.

In most cases, most of the letters, most of us (if honest) would agree that Form Letter I, II or III can handle the vast majority they receive. ;)

[hammybee]

I agree that Mr. Kraus probably has an assistant to open all his mail and route it to the appropriate person/department. But aren't we all underestimating the man by insuating that he doesn't read any of his emails or letters? Or that he isn't aware of complaints, suggestions, ideas, etc?

Even if he doesn't, I would guess that during staff meetings, each department gives an update of what is going on in their departments. So if customer service is receiving a lot of complaints about the move from NY they will be reporting it up the line. He will be made aware of it.

I'm assuming it was his involvement with all aspects of the company that got him where he is, and a smart manager will continue with that same involvement.

Just my humble opinion.

An assistant?

I think it a small army. A CEO of a cruise line with 13 ships and almost 1 million passengers a year probably gets thousands of letters including hundreds asking for cruise donations benefitting some cause.

I would not be surprised if someone within the HAL organization knows within one percent, how many letters/emails/calls they will receive, relative to pulling out of NYC. I think they would scratch their heads if no one wrote or called.

[innlady1]

I think consistency is key here. Everyone should send their letters to the same person...the strength in numbers logic. Not that it'll do a darn thing, but at least those of us who are upset about this will have gotten it off our chests!

I'd suggest putting the same title in the subject line on an email or on the front of the envelope if it's snail mail. Does that make sense? :confused:

[sail7seas]

Exactly my impression, Hammy.

[innlady1]

Thanks for the suggestion. I just did do exactly that and spoke to Nancy katt at guest relations who suggested those of us who are upset with the decision to pull HAL out of NY write to:
Mr. Stein Kruse
300 Elliott Avenue West.
Seattle, WA 98119

She said he does read all the mail and if we want to be heard, that is the way to go. I'm hoping that all who are upset about HAL leaving NY will follow through and take a moment to write.

Carol, is his email address skruse@hollandamerica.com?

[hammybee]

I absolutely agree with you that we are approaching being insulting in our description of Mr. Kruse as regards mail from Mariners. ;)

This is not a ma/pa shop operation. HAL has about 1 million passengers a year and employs tens of thousands of people, any and all of whom are free to write/email or call the CEO, about anything.

[ekerr19]

Can you imagine the number of things people probably write to him about?

I see what is posted here sometimes and shake my head.

I can't imagine a letter of complaint about something absurd going anywhere but into the "circular" file... sorry.

HAL must get thousands of letters a week. I'd be curious to know if they track any of that... some mail rooms do.

[magictam]

This is not a ma/pa shop operation. HAL has about 1 million passengers a year and employs tens of thousands of people, any and all of whom are free to write/email or call the CEO, about anything.

Hammybee
Maybe I'm misinterpreting you, but I'm getting the impression that you think the President of Holland America is not in touch with his consumers, their feelings or opinions. That the CEO of a multi million dollar company doesn't have any personal involvement in his company?

I beg to differ. I work for a multi million dollar company and the president of this company does a hands on approach. Granted it's limited, but he is kept informed of every aspect of the day to day operation of this company. We serve well above millions of individuals over the course of a year. I think I can safely say we are all thankful not all of those individuals feel the need to contact the company. I'm sure not every letter or email is foreword to the president, but I can safely say that if it's an import issue or if numerous people have responded, he is made aware of it.

I hope Mr. Kruse works the same way.

[sail7seas]

I think an interesting number (%) would be......

On any given 7 day Caribbean cruise, how many pax letters to Headquarters are generated each week?

On an "S" class ship is it the same percentage as from a Vista?

I'm sure that number has to vary according to good weather, bad weather. Isn't it HAL's fault if it rains two days out of seven?

It would vary if there was a major toilet back up on a deck; more than one deck. For an hour; for five hours. HAL's fault some of us can't figure out we can't flush hand cloths and every other darn thing you can think of into the vacuum system.

I love numbers and would really enjoy knowing are more letters generated on an average 10 day European cruise vs a Caribbean cruise vs Canada/New England?

Does one particular ship often generate more letters to Headquarters than another? Are there more positive ones from that ship? Or more negative? Does that trigger any sort of action?

All things I am very sure are None of My Business. :D

[ekerr19]

I'm curious now too, Sail. I'd love to know more. :)

[jhannah]

Okay, here's my take from my years of corporate experience. The CEO does not open his/her mail. An administrative assistant does this. Letters from customers (not suppliers, government agencies, etc.) are forwarded to appropriate departments, as noted.

For the small sampling of letters that the assistant does send to the boss so he/she can feel the pulse, he/she will read those then note on the letter the way to respond. If it is to be by letter, then the CEO will specify paragraphs from a reply template.

"Reply with paragraphs 1, 4, 7, 8, and 14."

For other letters, either the assistant or some other designated person assigns paragraphs from the template and sends the response.

The CEO is made aware of what's coming down the pipeline ... but the responses are far from a buddy-buddy personal reply.

[hammybee]

Hammybee
Maybe I'm misinterpreting you, but I'm getting the impression that you think the President of Holland America is not in touch with his consumers, their feelings or opinions. That the CEO of a multi million dollar company doesn't have any personal involvement in his company?

Oh magictam, I am probably not being clear, here.

I strongly believe the CEO of HAL has the pulse of his organization and consumers.

Personal involvement, at this level, does not involve opening the mail or crafting form responses.

[hammybee]

Can you imagine the number of things people probably write to him about?

I see what is posted here sometimes and shake my head.

I can't imagine a letter of complaint about something absurd going anywhere but into the "circular" file... sorry.

HAL must get thousands of letters a week. I'd be curious to know if they track any of that... some mail rooms do.

Oh to be the fly on the wall at HAL headquarters.:D

[ekerr19]

Oh to be the fly on the wall at HAL headquarters.:D

No kidding Hammy! I wish Stein Kruse was my boss! :D

[cruise_4_me]

I could be wrong but if they start selling out the cruises from FL, I don't care how much people complain, they won't come back.

[hammybee]

No kidding Hammy! I wish Stein Kruse was my boss! :D

I wish I was Stein Kruse.:D

[ekerr19]

I wish I was Stein Kruse.:D

HAAAA HAAAA!! You're good Hammy! ;)

[hammybee]

I could be wrong but if they start selling out the cruises from FL, I don't care how much people complain, they won't come back.

Agreed.

Thinking they are not as dependent upon SRO status, cause they are not expending the same fuel, as they did sailing from NYC.

[magictam]

Well I did write my letter to Mr. Kruse. It'll be interesting to see what if any response I get.

No, I don't expect him to open it or see it personally. I do hope that if HAL recieves alot of letters, Mr. Kruse will be made aware of them and that maybe he or they (is there a board of directors at HAL?) will rethink this decision.

I throughly enjoyed my cruise and I will still cruise with them. In any case I live in rural America and have to fly to every disembarkation.:D

[Jade13]

Just wondering........

With a very large corporation, such as HAL, we know there are many departments with many Vice Presidents/Directors/Managers of these Departments.

When one wishes to write to headquarters in Seattle, why do most of us instinctively say......I'm writing to Stein Kruse? He has many very able people who are in charge of various departments. Why don't we write directly to the department which would be pertinent to the subject about which we are writing?

Do we think we'll get faster/better action by loading up Mr. Kruse's (and his assistants') mailboxes?

Why not write to Customer Service?
or Customer Relations?
or Mariners Society?
or Marketing?
or Public Relations?
or or or or or or?

Just wondering........ :)

The Key is to have a specfic name. If some of us had the name of the VP of Customer Relations, perhaps a letter would go there.

I was told Mr Kuse reads all of his mail. I actually would not be surprised if he did but of course has others send out the responses.

[sail7seas]

Call and ask. ;)

[seaair100]

I wrote a letter today.HA, even with all its changes,(as all cruiselines are changing),is still my line of choice.
AYWD ,not going to go there.But when you take my money, do not inform me, my TA, or let your guest relation people know, so that when they reply to email, they are not reassuring you that you have wrong info, and on and on. And will see what I hear in the next week or so. Dee

[NHBob]

The Key is to have a specfic name. If some of us had the name of the VP of Customer Relations, perhaps a letter would go there.


HAL officer from whom I got results is:

Mr. Richard D. Meadows, CTC
Executive Vice President
Marketing, Sales and Guest Programs
Holland America Line
P.O. Box 34985
Seattle, WA 98124

I wrote to Mr. Meadows, with cc to Mr. Kruse, about concern with AYW dining - both my TA and I were being stone-walled by guest services. Within 10 days I received both e-mail and phone call from one of Mr. Meadows' staff resolving my concern.

I do not know if Mr. Kruse reads all his mail, but I can assure you, after years of working for small-to-large companies, that an effective chief executive insists that his or her staff keep him informed of problem areas. This is often called "management by exception". Senior executives do not like surprises and are particularly upset by middle managers' hiding problems from them.

You can bet that regardless of our feelings about some HAL/Carnival decisions, the company could not enjoy the financial success it does if senior executives weren't very much aware of the day-in and day-out operations of the company.

[mamaofami]

Well I did write my letter to Mr. Kruse. It'll be interesting to see what if any response I get.

No, I don't expect him to open it or see it personally. I do hope that if HAL recieves alot of letters, Mr. Kruse will be made aware of them and that maybe he or they (is there a board of directors at HAL?) will rethink this decision.

I throughly enjoyed my cruise and I will still cruise with them. In any case I live in rural America and have to fly to every disembarkation.:D



I also wrote my letter. Do I expect them to make a change based on some letters? No, not at all. But, I do think if something really upsets me, then it behoves me to take some action rather than just whine about it. So, I for one, wrote of my disappointment and at least feel as though I have done what I could to make my voice count.

[innlady1]

I also wrote my letter. Do I expect them to make a change based on some letters? No, not at all. But, I do think if something really upsets me, then it behoves me to take some action rather than just whine about it. So, I for one, wrote of my disappointment and at least feel as though I have done what I could to make my voice count.

Ditto here, too, Carol. Will my opinion matter? Probably not, but at least I voiced it.

[hammybee]

You can bet that regardless of our feelings about some HAL/Carnival decisions, the company could not enjoy the financial success it does if senior executives weren't very much aware of the day-in and day-out operations of the company.

Well said, Bob.

[JimVrhovac]

Every time we have written to HAL (good comments and problems) we have always received a letter back with the CO signature block and signature on it.

Jim & Ruth