The Power of Every Role in a High-Performing Team: Lessons from Mr. Washy Washy
Image of Aaljon Nogaliza courtesy of Royal Caribbean International, retrieved from USA Today (May 13, 2024)
Now that I’m back in the grind, I find myself reliving last week’s vacation—not just for the relaxation, but for the powerful leadership and teamwork lessons I walked away with.
When people think about an operation as large and complex as a cruise ship, they often picture the captain at the helm, navigating the vast seas, or the senior officers making high-level decisions. But what stood out to me the most wasn’t the leadership at the top—it was the seamless collaboration of every crew member, from those in the engine room to the ones ensuring that every guest had an unforgettable experience.
It’s easy to assign importance to roles based on titles, prestige, or perceived status, but the truth is that without every team member performing their role expertly, the entire operation crumbles. A ship doesn’t run on leadership alone—it runs on the collective efforts of hundreds of people, all doing their part to create something remarkable.
And sometimes, the biggest impact comes from the smallest, most unexpected roles.
Meet Mr. Washy Washy
One of the most unforgettable people I encountered during my time onboard wasn’t the captain or a senior officer. It was a crew member stationed at the entrance of the Windjammer buffet, a man who has become somewhat of a celebrity in the cruise world. His job? Encouraging passengers to wash their hands before entering the dining area.
Now, you might think, how impactful can that really be? But trust me, this was no ordinary hand-washing reminder.
Every day, as guests approached, he greeted them with a song and dance, remixing Aqua’s Barbie Girl into a now-iconic tune:
"I'm a washy girl, in a washy world!"
It was catchy, it was silly, and it was incredibly effective.
I watched as every single person stopped and washed their hands—not because they felt obligated, but because they were engaged, entertained, and conditioned to make it part of the routine. Days later, I still couldn’t get the song out of my head (much to the annoyance of my wife and kids), and I even overheard other passengers singing it as they walked around the ship.
Beyond the effectiveness of the message, what struck me most was how people responded to him. Children ran up to him and gave him the most sincere hugs, their faces lighting up as if they were greeting a beloved character at a theme park. Adults posed for pictures with him, danced along to his song, and sang with him, fully embracing the moment. It was a genuine display of human connection and joy.
This one crew member—who some might overlook—likely did more to prevent the spread of illness on that ship than anyone else. And he did it with enthusiasm, creativity, and a sense of purpose that made his role feel larger than life.
Leadership Is Everywhere
Apart from a brief encounter with the captain, I didn’t interact with any senior officers throughout the cruise. But I had countless interactions with employees who, in the grand scheme of things, some might consider “lower-level.” Yet, it was those employees who made the experience truly exceptional.
The cabin stewards who remembered our names and made sure our rooms felt like home.
The restaurant staff who greeted us with warmth and enthusiasm, night after night.
The crew members who took a moment to share their stories when we stopped to chat.
As my wife, Nelli, and I spoke with crew members, we learned that many of them were there for far more than just a paycheck. Some took the job because opportunities back home were scarce, and this role meant financial security for their families. Others simply loved the adventure of working at sea. Many hadn’t seen their families in months—sacrificing time with loved ones to build a better future.
And yet, despite long hours and physically demanding work, they showed up every single day with energy, warmth, and genuine hospitality. Not because they had to, but because they took pride in what they did.
Every Role Matters
The biggest takeaway from this experience? Leadership isn’t about hierarchy—it’s about contribution.
You don’t need a title to be a leader. You don’t need a senior position to make a difference.
Sometimes, the smallest actions have the biggest impact.
A team is only as strong as its most overlooked member.
How you treat people—especially those without status—reveals more about your leadership than how you treat executives.
I’ll tell you this: I judge a leader more by how they treat a member of the housekeeping staff than by how they interact with another executive.
Because at the end of the day, everyone plays a role. And when we recognize, respect, and uplift those roles, we create something truly extraordinary.
Who’s Your Mr. Washy Washy?
Think about the teams you’ve been a part of. Who has left a lasting impact on you—not because of their title, but because of how they showed up?
Maybe it was an assistant who always had the answers before you asked.
Maybe it was a front desk receptionist who made every client feel valued.
Maybe it was someone whose work was mostly behind the scenes—but their absence would have been impossible to ignore.
Drop a comment and share your story. Who’s your Mr. Washy Washy?
Photo Credit:
Image of Aaljon Nogaliza courtesy of Royal Caribbean International, retrieved from USA Today (May 13, 2024). https://www.usatoday.com/story/travel/cruises/2024/05/13/washy-washy-royal-caribbean-cruise/73640013007/
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