Beyond Tourism: Cambodia's Unspoken Business Lessons

“Allow me to take a good picture of yours, which you can post on social media and hopefully influence more people to come to Cambodia. The more the travelers, the better for my people!” said my Khmer (Cambodian) guide, his eyes shining with hope.

I could feel his passion, not just for his job but for his country. It was a small gesture, but it felt grand in its intention.

He's aware that his government isn’t heavily advertising tourism. So, instead of aiming for more Google reviews, he's focused on increasing the pie at zero marketing cost! Just like Amazon’s ‘Aur Dikhao’ campaign did when they came to India.

Every guide I encountered had this unique touch. They were not just clicking photos; they were capturing memories. They've got the spots, the angles, and the efficiency down to an art.

It's evident they deeply comprehend their customer journey. Their attentiveness reminded me of the importance of cherishing every customer. For budding businesses out there, take note – make every customer feel seen and heard.

During my Siem Reap escapade, I was continuously absorbing lessons:

??? Be a Consultant, Not a Salesperson: While it's tempting to pitch your products, discounts, and upsell/cross-sell, avoid overwhelming your customers. Instead, understand their needs, preferences, and constraints. Address only what’s relevant.

For instance, upon our arrival, our hotel receptionist first inquired about our plans and pre-booked tours. Only then did she recommend additional services.

?? Communicate Rules Clearly: Although flexibility is appreciated, businesses may have non-negotiable rules. It's essential to communicate these rules clearly and well in advance.

For example, local temples mandate covered knees and shoulders for all visitors. The dress code reminders in Siem Reap – from hotel staff to tuk-tuk drivers - came from a place of concern, ensuring we enjoyed our visit without hiccups. Unlike my experience in Istanbul – where the locals didn’t give a heads-up and then we were stopped at the entry gate. Forced to buy the overall. In fact, the locals inside Hagia Sophia gave judgemental looks if they felt I wasn’t covered enough!

???Offer a Taste of Your Service: While it’s frustrating when potential customers only browse without buying, have confidence in your offerings. If they've shown interest, let them sample or experience your service. This might lead them to consider a purchase or recommend you to others.

As an anecdote, I had no intention of buying a painting during my trip. But when it started raining, I took shelter in a market. A vendor let me browse her paintings without pressure. Though I didn’t buy anything , her gracious attitude left a lasting impression. If you're planning to visit soon, message me, and I'll share the shop's location with you! Conversely, in Paris, I once left a shop abruptly after being scolded for merely touching a toy. Even though I wanted to buy that toy for my nephew.

??Kindness Always Wins: Even during challenging times, a warm smile can make a more significant impact than a discount. Business can be unpredictable, but people always remember how you made them feel. Cambodia reminded me of this daily.

Throughout my week in Cambodia, the phrase ‘it’s okay’ paired with a genuine smile was a heartwarming constant.

?? Advocate Causes, Not Obligations: Cafes and surroundings of temples in Siem Reap had a different charm. There weren't people asking for donations outright. Instead, there were well-placed information cards about causes they deeply cared about. It left the ball in the visitor's court. Read, understand, and if you feel the connection, donate. Otherwise, continue your journey. It was less about the act of donating and more about sharing their passions and causes. The sincerity in this approach was truly admirable.

?? Personal Touch in Comfort: In Siem Reap, the efforts to make visitors feel at ease were truly commendable. Our guides, for instance, didn't just show us around. They were thoughtful enough to carry water and cool wet towels, anticipating the tropical heat. And then there was our resort – a true game-changer. In a place where 'chicken powder' often takes the front seat over 'salt' and only red meat gets the non-vegetarian tag, they outdid themselves. Every morning, seeing my preference, they freshly whipped up vegan alternatives from their buffet spread. It wasn’t just about service; it felt like they genuinely cared about our experience and well-being.

?? Be Found, Stay Accessible: In a digital age, it's tempting to rely solely on your online presence, but it's the human touch that makes all the difference. Being listed on platforms and easily searchable is just the beginning; it's the timely responses and personal interactions that seal the deal. For instance, our tuk-tuk driver in Siem Reap was effortlessly found on Google services. A quick WhatsApp chat ensured we had all the details down, and we felt at ease. On the other side of the spectrum, I've had AirBnB experiences where hosts were neither reachable by call nor text, keeping us on our toes until the very last minute.

In business, as in travel, the best stories come from authentic experiences and genuine connections. Cheers to Cambodia for teaching that the heart of service lies in understanding and kindness. To the next adventure and the next insight! ???????