Uncompromising Service Excellence - Forget about "Asian Barbies"
They are the most beautiful. Icons made of flesh and blood: The Singapore Girls - the legendary stewardesses of Singapore Airlines. No one trains as hard as they do. No one lives Service Excellence as uncompromisingly. No one!
Recently, I had the opportunity to visit the training center of Singapore Airlines - and I was deeply impressed. Not only that: I was moved. Because these elite stewardesses achieve something that we often fail to do in the West:
They combine perfection with authenticity. There is no artificial smile with them. They combine devoted service with pride. Blasé attitudes are foreign to them.
Persistently excellent
Singapore Girls are proud of their job, their airline, proud of Singapore, proud of Asia - and vice versa: The airline, Singapore, all of Asia are proud of the Girls. The best ambassadors one can imagine. Behind this stands a completely different culture than in the German-speaking region, where such unspeakable terms as "juice pusher" circulate.
What fascinated me during my visit to the training center in Singapore was, on the one hand, the joy with which the Girls voluntarily submit to the strictest etiquette and outfit rules: gliding walk, always smiling, a bun with a specified diameter (6.5 to 7 cm), perfect fingernails (4 mm), and wearing precisely defined makeup according to skin type. Spending up to two hours in front of the mirror before work. Never gaining a clothing size.
Bowing with class
On the other hand, it was the Singapore-Girl-typical way of dealing with guests who regularly test the patience of the stewardesses. I mean those who have consumed two to five alcoholic drinks too many, messed up an important contract, or can't handle the end of their summer vacation and then look for someone to take their frustration out on. It all happens, of course. But none of it can unsettle a Singapore Girl.
An elite stewardess knows exactly what to do: she slows down her service, persistently refills water, converses in a friendly and assertive manner. And now comes the kicker: In front of guests who are particularly challenging, a Singapore Girl bows particularly low - not meant to be submissive, but quite the opposite. She bows to meet the guest at their level. Humbly on equal terms - that works!
This is subtle domination in perfection.
If that is not enough, a Singapore Girl may also counter with precise self-defense. Of course, tailored to the possibilities of the skin-tight, custom-made costume dress designed in 1972 by Pierre Balmain, Paris. I say:
"Perfection impresses. Excellence touches. Charm inspires."
Have you also experienced
excellent service up close? What has touched you? Write to me. I look forward to your stories. Because I am sure: We are all still far from what is possible in terms of
encounter quality. Far from the excellent service attitude of the most glamorous pop stars of the skies.
We tend to overlook that they - very, very much harder for the customer and for themselves than we are used to. And than we consider reasonable. And, to be honest: That is what makes me very pensive...
Wishing you an excellent week,
Carsten Rath
For more information on Service Excellence, visit Carsten K. Rath's profile:
https://www.speakers-excellence.de/redner/carsten-k-rath-service-hotelbranche.html
