Good service starts with simple acts

Companies often spend large amounts of money on marketing, hoping to attract customers to their establishments. When the customer finally shows up, service from front-line staff can make or break the deal.

My recent trip to Batam highlighted some things about good service:

• Smile, always

I was feeling groggy after a bumpy boat ride, and I wasn’t in my best mood after exiting the ferry terminal. The chauffeur from KTM Resort wasn’t deterred by my grumpy face, but took all my things with his warm smile. Upon arrival, the front-desk staff welcomed us with enthusiasm, as if they have been looking forward to it the whole day. The waiters at the restaurant were very patient with my requests, such as that for non-spicy food (while the standard menu had some form of spice in almost every dish) and warm water (not cold, not hot), and tried their best to accommodate me with a smile.

• Give and you shall receive

I heard a persistent knock on my room’s door on the morning of my second day there. “Room service”, said a male voice. I didn’t want room service. I shouted back, “No need.” The voice replied, “Cake”. I opened and was pleasantly surprised to see a cream-cake with the words “Happy Birthday” inscribed on it. Yes, I love this room service indeed. 

• Clarify, don’t assume

This is important, especially when communicating with customers who are from a different country or culture, even if you are both speaking in a common language. I asked if I could check out of the resort later than the stipulated time. I got a “yes”, and almost assumed that I could leave my things unpacked in my room till evening. The staff quickly clarified that I still had to vacate my room by noon, and leave my luggage at the reception till I got back to settle the bills. I’m glad the staff clarified. Otherwise, I’d have left the place with a bad taste in my mouth for having to pay extra money for "over-staying" unintentionally. (The resort wasn’t perfect, of course. But I love their service.)

Simple acts like those above can make a big difference for your customers’ perception of your service.

Would you have anything else to add?