(Through the Lens of The Human Edge™)
Recently, I was fortunate enough to get off the grid with my sweetheart, Blue-eyes, for three full weeks, traveling through Greece, Italy, and Spain. The first 12 nights were part of a Mediterranean cruise on the Disney Fantasy.
Now, I’ll be honest, I’ve spoken on cruise ships before, but “cruising” was never really my style of vacationing. That is, until Disney. Their approach to service and experience completely shifted my perspective. It wasn’t just the ports we visited, the Broadway-quality shows, or the food (although, yes, I’m still thinking about that molten chocolate cake). It was the way they treated people. with precision, joy, and attention to detail that felt effortless.
In between admiring Barcelona’s La Sagrada Familia, chatting with strangers at a rooftop pool, and climbing more stairs than I thought possible, I saw leadership and customer service principles in action. These weren’t just vacation moments, they were masterclasses in what I call The Human Edge™: the soft skills that separate good from great in business and in life.
Here are seven lessons worth bringing home.
- Meet People Where They Are, No Matter Their Age or Role
One of my favorite parts of the cruise was watching Disney characters interact with guests. They didn’t just bend down to greet small children, they did the same for anyone, including grown men who had clearly been waiting for this hug since they were six years old.
Here’s the part that stuck with me: the characters never released their hug until the other person did first. Then, they’d turn to greet the next guest as if they were the long-lost friend they’d been hoping would show up all day.
In leadership, sales, or service, people want to feel seen, heard, and valued. That takes presence, the ability to be fully in the moment with the person in front of you. It also requires flexibility. Too often, we expect others to adapt to our style instead of adjusting to theirs.
Business Example: A sales leader coaching a Gen Z rep might send a quick text between meetings, while that same leader might pick up the phone for a seasoned Boomer client who prefers live conversation. Meeting people where they are bridges generational gaps and builds trust.
Reflection Question: Who in your world might feel more valued if you adjusted your approach to meet them where they are?
- Consistency Builds Trust, Energy Builds Loyalty
Every server, every character, every crew member on the Disney Fantasy showed up with the same thing: genuine energy. Even when you knew they’d said “welcome” or “good evening” a thousand times before, they made you feel like you were the only one they’d been waiting for.
Processes and scripts create consistency, but energy, authentic, human enthusiasm, is what turns customers into loyal advocates. The emotional presence you bring matters just as much as the words you use.
Business Example: A client service rep who answers an email at 4:59 p.m. on a Friday with warmth and genuine curiosity earns a loyalty that can’t be automated or faked.
Reflection Question: When was the last time you brought contagious energy to a routine interaction?
- Remove Friction Before It Frustrates
At every port, Disney had air-conditioned coaches waiting to shuttle guests into town. No guessing, no scrambling for a taxi, no deciphering local bus schedules. The comfort started before you even realized you might need it.
The best leaders, salespeople, and service providers do the same. They anticipate obstacles and remove them quietly, without fanfare. This not only delights people but also creates a deep sense of loyalty because you made their life easier.
Business Example: In sales, that could mean sending a client a pre-filled form they’d otherwise have to hunt for. In leadership, it might be streamlining an approval process before it bottlenecks a project.
Reflection Question: What is one recurring frustration you could remove for your customers or team this week?
- Precision Under Pressure Requires the Whole Team
During a sail day in Greece, a passenger had to be airlifted off the ship for medical reasons. It wasn’t just the captain, it was the crew clearing the top deck, the helicopter pilot hovering with precision over a moving ship, the medical team ready to receive the patient, and the coordination with the port authorities.
It was a breathtaking display of calm, practiced teamwork. Nobody was grandstanding. Everyone knew their role, trusted each other, and executed flawlessly.
High-pressure moments aren’t won by one star player. Rather, they’re the result of preparation, clarity, and collective trust.
Business Example: When a company faces a PR crisis, it’s not just the CEO who responds. It’s the communications team drafting the message, the legal team ensuring accuracy, the customer service team trained to handle tough calls, and the managers keeping morale steady.
Reflection Question: If your team faced a high-stakes challenge tomorrow, how prepared would you be to perform in sync?
- Vision Outlives the Visionary
Standing inside Barcelona’s La Sagrada Familia, still under construction more than a century after Antoni Gaudí began it, I felt the weight of a vision so compelling that it outlived its creator.
In business, great leaders create visions that inspire others to keep building even when they’re gone. That’s the mark of a truly embedded culture, one that doesn’t rely on a single person’s presence to thrive.
Business Example: Apple’s innovation didn’t stop when Steve Jobs did, because his vision was built into the company’s DNA.
Reflection Question: If you stepped away tomorrow, would your vision be clear enough for others to keep building?
- Health is Wealth, Especially if You Want to Keep Showing Up
Between the walking tours, museum visits, and endless stairs, we clocked over 33,000 steps some days. We could do it only because we’ve made physical health a priority.
Your ability to lead, sell, serve, or simply be present depends on the energy you bring to the table, and that energy depends on your health. This isn’t about perfection or running marathons. It’s about having the stamina and focus to fully show up for the moments that matter.
Business Example: A sales professional who travels frequently but schedules workouts and packs healthy snacks shows up sharper in client meetings than one who runs on caffeine and convenience food.
Reflection Question: What daily habit could you strengthen to improve your energy and presence?
- 7. Make Time to Step Away, Even if It’s Brief
One of the best gifts of this trip was perspective. But here’s the truth: you don’t need three weeks in Europe to get it. Sometimes, it’s five minutes between Zoom calls to walk outside, breathe, and reset your brain.
When you step away from the grind, even briefly, you return with clearer thinking, better ideas, and more patience for the humans around you. It’s not a luxury; it’s leadership maintenance.
Reflection Question: When’s the last time you gave yourself permission to pause without feeling guilty?
Final Thought
Three weeks away from my inbox didn’t just give me rest, it reminded me that The Human EdgeTM lives in the way we treat each other. Whether you’re selling a service, leading a team, or steering a cruise ship, success isn’t only about strategy. It’s about making the person in front of you feel seen, safe, and significant.
And that’s something you don’t need a Mediterranean cruise to start doing today.
Let’s connect to design a customized program to sharpen your Human Edge™—the trust, influence, and impact AI can’t match.
