The two words that too easily go left unsaid.......

They are free, and whether genuine at all times or not, are considered just good courtesy at the very least. So why do so many businesses make the fundamental mistake of not saying it to their consumers? Thank You.

Due to work commitments, I recently made it to the upper echelons of a frequent flyer program with an unnamed airline. Upon receiving my shiny new bags tags and an outline of what is now available to me as the jet-setting individual that I am, the very first thing that came to my mind when reading the accompanying letter was;

Gees, given all the time and money spent to get here, isn't the first thing you would say be thank you?

It was that glaringly obvious to me, why wasn't it to them?

The letter started with "Welcome......" as if I'd finally arrived and I should be pretty happy they opened the door, and as I understand the manner in which the letter was addressed with all the benefits bestowed upon me, I felt it to be more transactional than authentic warmth and service, something which the airline prides itself on in the air, or so they say.

Too often these days the fundamental basics of business are over complicated and unnecessarily without authenticity. In a space where digitization has improved service levels and efficiency, it hasn't replaced the need for genuinely hospitable connections and perceived value attributed to clientele individually. Personalisation is key and something consumers the world over are craving for, published in every second trend report in the travel and tourism space. Now I'm not expecting the letters to be hand signed given the volumes and international logistics, but along with these new bag tags it would have been more valuable to address the consumer at the most personal level and acknowledge the contribution made to your business. When dealing with thousands of consumers on a daily basis there are few ways to make this genuine connection, and I feel they have missed one of those great opportunities.

So as we round out 2019 in what has been a challenging year for my adopted hometown of Hong Kong, I would like to say "thank you" to my family, friends and colleagues for your continued support throughout the year and to the many guests that have stayed in our hotels, we look forward to welcoming you back in the near future and "Thank you for your business".

Happy New Year!

#MoveBeyond #LifeWellTravelled