Chinese Medicine in one week of an emotional rollercoaster aboard an American Cruise Ship

Solstice My Love – Chapter 2

Chinese Medicine ups and downs in only one week...

Sunday morning, Everglades Port. 

Another cruise ended on Saturday night aboard the ship. I had a very rough week with many changes of fortune. From being sentenced to death on Monday night to becoming the great white hope on Saturday eve. From now on this will become a very typical week during all my time onboard ships - extremely crazy in every sense, without a dull moment and no rest to catch my breath...The good news is that in two and a half hours it is going to start all over again...

Sunday is Embarkation Day. From 1200 the new guests are ambushed to tour the ship's facilities and are exposed to various temptations and traps. The mighty marketing machine of the cruise industry brings them to the Solstice, our home, as a captive audience for a week. It's a mostly affluent audience who wants bread and circuses and perhaps the fulfillment of other wishes like just resting and getting healed.

Our role as therapists is to offer them our services and sell them products related to the spa treatments we provide. If during embarkation we are exposed to many of the guests and convince them to get free consultations there is great chance that the Cruise would be successful in terms of the number of treatments and the revenue generated from them. We make only a small percentage from the revenues we generate and also pay $35 per day for room and food.

I have a great motivation to succeed here. Professionally it is a great challenge to treat Americans and other people from so many countries. Added to it is that since 9 Eleven I wanted to practice in the US again as a token of empathy to all Americans. I wanted to share my accumulated knowledge and experience outside of Israel to see how I fare outside of my familiar turf. Financially I have to cover the flight expenses and compensate for my absence to my immediate family left behind. For all these reasons and more I need to professionally treat as many people as I may recruit, as we are responsible for our marketing too. 

The 4 Solstice Class ships have two instead of only one Acupuncture therapists, as is the case aboard all other 95 ships of the fleet. So it began as Dana, my American co-worker and I, stopped passers-by and tried to get them to commit to a free consultation later. There can't be greater difference between two fellow therapists as there is between me and Dana. That's the difference between fire and water. While in some guests I inserted needles, in others I was touching their shoulders and pointing out the tension, and with some I tried to make conversation and communication while Dana remained passive.

At 1545 the weekly emergency drill for the guests began. We left everything and went from deck 12, where the spa is located, to deck 4 and the Grand Aprenei Restaurant where we show guests where the assembly point is. Here they are seated in chairs and watch the video and listen to the Captain's words from the speakers.

Very quickly, I heard loud voices in Hebrew and the leader of a group turned to me and found out I was fromIsrael. Right away he pointed out to me the difference between Ashkenazi and Moroccans in the group. This was a group of Israelis down from Canada. I had not met them at all during the cruise, perhaps because spa services are not all-inclusive... 

When we returned after the drill to the spa all hell broke loose. Usually on embarkation day we book guests for treatments for the next day and on Sunday evening we only get some consultations with the hope to convert them into bookings. This time it was different. Paula had booked herself at the desk in my column for treatment at 5.30pm. But at 5.30 was waiting only Alejandro. It became clear that Dana was wrong and took Paula for treatment instead of Alejandro.

Without too much fuss I took Alejandro in for treatment. He is a young and successful businessman fromMexico. Right away we formed a good rapport and after several minutes of treatment we agreed he would take a package of five treatments and two types of herbs. When I found out that Paula is his wife and is treated with Dana, I suggested that she will do a "fiver" too. Dana has not done any marketing talk with Paula and did not offer continuity of care through additional treatments. Once out of the treatment room Alejandro "sold" to his wife 5 treatments and herbs and all that without any effort made by Dana... 

Later, standing at the desk I heard one guest speaking with an accent. He was very friendly and told the desk people he was fromNew York. At this point I still was not sure but to be politically correct I told him I could hear that he had a "New York" accent. He immediately recognized that I was an Israeli and spoke Hebrew to me. Within minutes I was told by him and his very funny wife about their 20 grandchildren and one of their daughters who used to live in Israel... 

After a few minutes more, they bought a "package" of six treatments and herbal remedies for weight loss at a great expense. The funny thing was that I tried to convince them not to lower their weight because there would be "less of them" and they fought me back very enthusiastically about my "duty and obligation" to provide this service for them...

The husband did not stop running his business via BlackBerry, even during treatments. So I threatened him that if he did not close the device, then I will grab it and throw it into the ocean ... It made him instantly shut down the machine... The two of them were a very kind couple and I had a blast working together and hearing their very funny Jewish humor.  

A few minutes later (we are still in Embarkation Eve ...) I saw a group of four young Germans talking excitedly at the gym and pointing at the shoulder and neck of one of them. I approached them and asked if any of them has a neck problem that I can solve. After half an hour of deliberation, Friedrich signed a package of 5 treatments. His heavily accented English was enough for us to talk enthusiastically about European football (soccer). It was during the time of pre World Cup inSouth Africa. The problem he came with has already been solved in the third treatment. He left for me a few of his town's special souvenirs. 

And then even later... the lady Doctor Botox of the spa team turned to me and introduced me to James. James is a cattle farmer from the South and seemed with his cowboy hat as if he just came out of a Marlboro TV commercial. Despite his wealth he was very kind and very sensitive - the exact opposite of the macho man he looked on the outside. The connection between us was immediate. After a quick diagnosis of the orthopedic pains which he had suffered for twenty years, he signed a package of 5 treatments and herbs. The treatments with him started that very evening.

I should explain something about the tips on spa services. For each service, but not for products (also called Retail), there is an automatic tip of 10% charged to the guest's bill on top of the service charge. In addition to that, if the guest wants to show gratitude for excellent service, he can add more in his own hand writing on the bill which he signs. 

On my very first week onboard, Linda the South African beautician, taught me how to present the guest with the bill in a way that it will be marked on by a pen with three V's. One at the extra tip line, one at the total line including the extra tip and one for signing. At first I was ashamed to do it, because that automatic ten percent seemed more than enough, but soon I saw that everyone else do this and I began doing it too mainly in order not to hurt others.

So it happened that I presented to James the bill marked with the three V's. James looked at it for a moment and then smiling broadly challenged me by saying he never tips extra before he receives the full service. He also added that he is a heavy tipper and that the burden of proof is on me. If I can handle it successfully, he promised to tip me handsomely. I was not offended at all and accepted the challenge gladly. I suggested that he will inform his bank about the release of his retirement funds in order to stand by his word... we formed an extraordinary relationship that grew and intensified as the treatments progressed in solving very successfully the problems he complained about. James has felt better from the first treatment. His pains and aches of 20 years were released and gone to his very great surprise. He had never been to Acupuncture treatment before. I think he repented and became a true believer…

On Saturday, the last day to Cruise, he begged me to have one extra treatment on top of the five which had ended on Friday. (On Thursday I took a day off in San Martin and gave no treatments), in addition to more herbs, he additionally bought a gel for massage. He also invited me to visit him and his sweet wife, a senior judge in the Supreme Court of their state, to their farm ...and gave me an extra tip of $200! (highest tip at the spa for one service provider). He also wrote very good reviews on the guest's feedback report and asked me for my email so he could send me pictures from the farm and ... he is seriously considering to return to the Solstice in the next six months as long as I will continue to work and be on board... just for a follow up treatment... . 

The next day I ran a seminar. One of the participants was Eva's son RJ, a young man of 19. He came to my seminar with Eva and her sister who later became patients taking fivers and herbs too. JR had begun treatments last week and he continued taking treatments this week too. This may happen only if guests are taking "back to back" 2 week cruises. His mother Eva was widowed eight months ago and inherited a fortune from her husband, who was killed in a car accident. To ease the grief over the loss of her husband she embarked on a series of cruises over 8 months in various Cruise Lines. Every week she invites friends, family and relatives to sail and enjoy with her and all is charged to her expense.

I first heard of Eva last cruise when she very generously paid for 3 treatments taken by her old lady friend. This lady recommended RJ to have treatments with me and so it went on. RJ was very interested in Chinese medicine education and employment as an option for him ... he promised to invite me to his graduation ceremony ... Beyond the professional treatment I'd given him, I acted as a father figure and mentor to compensate for the loss of his father. 

On Monday, I began to see patients every half hour (in two rooms) and so it continued until evening. Because of the heavy pressure of so many treatments, changing sheets, printing bills and signing them, intake of new guests and so on and some delays that are not related to me, the last patient was, after completion of the diagnosis, waiting for me in the treatment room for half an hour. Then when I arrived she got up and left angrily. And so, at the height of success and madness, as early as the beginning of the second day of the cruise when I had created more income then the last 2 cruises put together, I was called to the office of Anna (the European spa manager).  Waiting there for me was also the Desk Manager (Irish, redhead, bad temper) and for about half an hour they both came down on me for the patient that left.  The next thing is, I was told that I was going to get a warning (if you get three of them then you fly home) and she is seriously considering eliminating one of us to get someone more experienced in our place!

I explained quietly how it happened that the patient stayed in so long and I took the responsibility for the whole story and not telling the whole truth. In short, a humiliating experience. Finally, I pointed out that during the period I had been aboard the Solstice I had not heard even one good word from her and turned her to look at the bookings done by me the last two days. This was said while slamming the door behind me and storming out of her office. 

I had a very bad feeling. If in a situation where I treat so many patients who confirm every day the quality of care they receive, I do not get any support but am made aware only of the faults, what will happen when earnings will not be so high? The atmosphere created at the spa was heavy and full of terror, the girls looked at me with suspicion and disapproval and I began to think seriously that all these intrigues and politics were not for me.

It later turned out that the entire spa together did not produce revenue of even a thousand dollars that day and Anna and the desk lady had looked for a way to release their frustration. And so it was the next day when I went off the ship in San Juan Puerto Rico and spoke with my eldest son in Skype in the internet cafe at Starbucks and when he told me he loves and misses me and wants me back – I could not speak and was just choked on my rising emotions for several minutes. 

That week moved slowly after that, the tension was high and I was ignored by Anna. I worked with extra carefulness, had more and more patients, seminars were given, a few mistakes here and there that I had solved by myself and some affection and laughter with some patients.

Wednesday night I went to see G. the Israeli security officer, a young and kind man who carries a position of great responsibility. The official reason was for me the need to use his office laminator machine so I can laminate the certificates and licenses allowing the practice of medicine in the U.S. The guy showed me how he can, from his office, at the click of a mouse, see each one of all seven hundred security cameras located everywhere around the ship. I told him what was going on at the spa and how relations are with Anna. He advised me not to try to cover up for anybody and take no responsibility for someone else. He accompanied his words with many examples from different departments and told me unequivocally that if Anna did not want me at the spa, ultimately I can not stay there, even if I was completely professional in the clinic.

As we spoke he received a frantic phone call. Someone from Food and Beverage was found drunk in his room after not showing up to work his shift. When I asked G. if it suits him that I stay he insisted that I stay and watch what will happen. This is how I got to participate in a live execution. Two officers from the Department of Human Relations, the HR's office, were called in as witnesses. At first we pretended that I was the drunk and because they already knew me as a participant in meetings of the officers they were pretty shocked, but soon we all burst with a laughter. Within minutes the guy came with his manager. A chubby Peruvian of Indian origin. Well tempered and a little too friendly, who received from me an immediate empathy.

G. acted firmly and effectively, offering a breath test. The young man did not refuse and that was the only proof needed. The limit is 0.08% alcohol in the blood. The guy blew .193% which meant that he had at least 6-7 beers in a sequence. He did not refuse to sign that he blew that result. G. showed that to the 2 officers and they all signed. The sentence was signed, and the guy has probably already found his way home. My heart was out for the guy, but G. was very impartial and did not even blink for a second. I could just as easily be fired too. A chilling thought and certainly very daunting. 

On Saturday, the end of the Cruise, the overall picture began to emerge. Spa with all 34 employees performed very bad that cruise. At 1900 on Saturday night I followed Anna to the weekly meeting of all department's managers who produce revenues. Dana was not around. The meeting is chaired by the Over Board Marketing Manager, the OMM, staffed by Michelle, a very fast talking lady from Wales. It turned out none of the ship's departments met their targets.

Anna was sitting across the aisle when I arrived. I did not sit next to her. At the end of the meeting, Michelle asked every department head for their achievements last week. When she turned to me I pointed out (without knowing how much Dana did this week) that we had a good week, I looked at Anna for approval, and I mentioned our revenues have increased by one hundred percent compared to the cruise before. Anna shook her head and said aloud, "no, much more than that - he alone has done so many dollars this week". This was the first compliment I heard from her, and what a forum she chose to praise and laud me....wow. Extremes in both directions, humiliation or praise.  Michelle responded immediately and said I was welcome to her office at any time to study the charts and tactics that she plans.... So Mordecai was saved from the noose, but only for a few hours of grace... 

Later in a meeting with all members of the spa it was evident that it was the weakest spa revenue aboard the Solstice ever. I was mentioned as the second best revenue maker after Tyson from the Gym, who was the first. Now I had to deal with jealousy and other "evil eye" influences. So when I had the opportunity to speak at the spa meeting, I praised Dr Botox who had introduced me to James the Marlboro Man.

I also thanked Chelsea the British massage therapist who had referred to me Claude the Canadian. I told them how Claude came to me as he complained to Chelseaof a pain in the leg. How Chelsea sensed there is more to it. And how I understood he has been troubled by the decline in his performance, and how it was taken care of with Chinese Medicine to his complete satisfaction. I made it clear that referring to me will not come at their expense but rather creates the possibility of extra revenue for everybody, because the fivers are visiting the spa 5 days of the seven the cruise lasts and that exposes them to other spa services. I explained that Chinese Medicine has a great scope and it could upgrade the possibilities that they offer for guests and can make the spa a source of revenue for us and for the Cruise Line by repeated guests. Anna has supported what I said fully. But not for long. The seeds of hostility had been planted and soon will be rooted too deep.

All this and much more happened in one week...constantly moving an emotional rollercoaster... 

To be continued in the third chapter... 

 Effi Kfir L.Ac