What a Cruise Ship Can Teach You About Running a CPA Firm

We’re two days into our 11-day Mediterranean cruise, and I’m amazed by what I’m witnessing. 

When we boarded, I couldn’t help but think about how this massive operation runs so smoothly — and how much CPA firms could learn from it. 

1. The Boarding Miracle 

We boarded at noon. By that time, the ship — carrying over 3,000 passengers — had arrived at port just four hours earlier. 

By 8:00 a.m., every guest from the previous voyage had disembarked. By noon, thousands of new passengers (including us) had boarded, luggage loaded, cabins cleaned, meals prepared, and safety protocols completed. 

Can you imagine the systems, communication, and coordination required to make that happen?

That’s operational mastery in action. 

 

2. Feeding Thousands — with Personalization 

Every day, more than 3,000 passengers are served multiple meals — breakfast, lunch, dinner, and everything in between — across different restaurants, cuisines, and dietary needs. 

On our first night, I saw this precision combined with genuine care. 

We told our waiter we only eat halal meat. He immediately called over his manager, Jean, who went through the menu with us and assured us our meals would be prepared accordingly. 

Later that evening, the Assistant Maitre D, Arun, stopped by our table to introduce himself and personally assure us that we would be well taken care of for the rest of the voyage. 

It wasn’t just process — it was personal attention at scale. 

 

3. Predictable Precision at Sea 

The ship moves from country to country, port to port, with astonishing punctuality. 

Each stop requires permits, docking schedules, customs coordination, and fuel management. 

Yet everything happens like clockwork. 

Why? Because they follow a repeatable, proven system. 

Every process has an owner. Every detail has a checklist. 

And that structure creates something rare in business — predictability you can trust. 

 

4. The Human Touch in Every Interaction 

When we were booking excursions, the staff member didn’t just hand us a brochure.

She asked what we enjoy doing — then patiently explained each option, sharing personal recommendations from her own experiences. 

That small act turned a transaction into a relationship.

It’s a reminder that excellence isn’t cold efficiency; it’s systems combined with empathy. 

 

5. The Culture That Powers It All 

What’s most impressive is the crew’s culture — it’s the invisible system behind the visible systems. 

Everyone knows their role, their timing, and how their actions affect the next person’s. 

There’s no “that’s not my job.” Just shared purpose and synchronized excellence. 

Whether it’s the dining team, maintenance crew, or housekeeping, every department operates in harmony. 

And even after long hours and thousands of guests, they serve with energy and pride because they believe in the mission: delivering an unforgettable experience. 

That culture doesn’t happen by chance. 

It’s built intentionally through training, clarity, and leadership that values ownership over hierarchy. 

 

The CPA Firm Parallel 

As I’ve been observing all this, I couldn’t help but draw parallels to running a CPA firm. 

A cruise line and a CPA firm may seem worlds apart, but they share the same success ingredients: 

• Systems: Clear, repeatable processes that produce reliable results — tax returns, financials, reports, and client calls all on schedule. 
• Team Coordination: Everyone understands their role and how it contributes to the client experience. 
• Predictability: The ability to deliver on promises consistently, no matter the workload. 
• Ownership Culture: Team members take pride in excellence, not just output. 
• Client Experience: Every touchpoint — like every meal or conversation onboard — feels intentional and smooth. 

The result?

Clients feel cared for, not managed. 

The firm runs like a well-oiled machine — even when the owner isn’t at the helm. 

That’s what I call operational excellence, and it’s what separates “good” firms from truly exceptional ones.