Singapore’s Changi Airport has been rated #1 in the world so many times the trophy cabinet is bulging.
They’ve hit #1 in efficiency, speed, shopping, security, safety and ease of use.
But the category called ‘courtesy and friendliness’ has eluded Changi Airport’s capture. This is not surprising, perhaps, given that the local culture has grown in a city known more for ‘trading and exchanging’ than ‘providing gracious warmth and hospitality’.
Now the airport is facing this challenge head-on. The depth and magnitude of commitment are impressive: a brand new ‘service promise’ with high impact launch program for 7,000 staff, customized full-day training for 3,000 frontline staff members, monthly courtesy awards, customer feedback kiosks, service improvement contests, mystery traveler audits, constant reminders for staff (and customers) with posters, badges and banners, newsletter articles, special announcements and more.
This is total commitment, typical of Singapore Changi Airport. With such intensity and clarity of focus, the program will surely work.
Key Learning Point
Changing a culture takes time and effort, energy, creativity and focus. It's not a project to do halfway, not for the half-hearted.
What upgrade or improvements are you working on right now? Are you doing everything you can to really make it happen? Need some inspiration? Come visit Singapore's Changi Airport.
Ron Kaufman is an internationally acclaimed educator and motivator for partnerships and quality customer service. He is author of the bestselling “UP Your Service!" and founder of “UP Your Service College". Visit http://www.UpYourService.com for more such Customer Service articles, subscribe to his Newsletter, or to buy his bestselling Books, Videos, Audio CDs on Customer Service from his secure Online Store . You can also watch Ron live or listen to him at http://www.RonKaufman.com .