Speaking about the excellent quality of service that our memory will usually be fixed on an international airline service, four or five star hotels and services in the banking world. For most of the theory of average service excellence comes from learning and a survey or an observation on the three types of industry. Strong resources, adequate experience, a publication that has been consistent and very powerful networking makes from third-class service in the industry can be developed and known to many people. How to firms that are not too large, limited resources, can provide excellent service to its customers?
Major capital: the heart attitude and willingness to serve.
Some companies in banking or airline hospital even took the slogan “Serving with the heart.” What does this mean? This means that they will treat customers not only as business partners who make money per se, but more to a person who has a need and needs help and his own heart until satisfied when needs are met. So treat someone like a close and well-respected with great empathy. This can not happen if the service does not have the heart area with serving the customer is a noble notion, because it helps overcome the difficulty or need them wholeheartedly.
I once drove a friend who allegedly got sick respiratory and lung disease to a hospital in Jakarta. The nurse in a loud voice calling the name of my friend and I had a consort because she was lethargic and pale. The nurse said: “This why two people, so that where a sick nih?”, After I point to my friend he went with the volume that can be heard by all patients who are still waiting in line: “Get to lay it, open his shirt … Let your doctor immediately check “. Jeez … ..! This is an example to serve those without liver because no empathy at all.
Maybe you would say, yes if a patient lot and the nurse on night duty was tired out, how can it be friendly? There is no reason, the origin has a heart attitude and willingness to serve it well, at least can provide a sense of calm to a given patient with a smile. Or a little more effort to bring patients to near the bed and in a voice that is not too hard to explain what to do while waiting for the doctor to come check.
Really, anyone can do service excellent?
Service excellent predicate can be given by the customer as the recipient of direct services provided by the institution or the survey through the ranks of service standards. Of course if they have to compete with the same assessment checklist, a larger firm and steady can win. Because the assessment checklist will revolve around the people, process and physical or infrastructure. For small companies or even individuals may be lost in the second and third points, but at least can maintain the excellent service from the people. It is strong enough capital because of this side that will most directly touched the hearts of customers.
In an unforgettable experience when I was with my family on holiday to Labuan Bajo Flores to enjoy the beauty of marine tourism in the area, we boarded an airplane-propeller berbaling with a capacity of 18 passengers from Denpasar to Labuan Bajo. Boarded a tiny plane for the first time many passengers would feel afraid, but feel it is reduced when the pilot flew the ship to greet passengers at the entrance with a smile. Entering the plane without a flight attendant and without a cabin with one seat each on the left and right and only consisted of eight rows, was a sensation in itself. As we sat there were already serving food and drinks in boxes placed near windows. Towards the take off is played back a voice recording that explains the rules flight stewardess, quite informative and efficient. Before the door closed cockpit, the pilot and co pilot to ensure that all passengers had been seated and wearing seat belts. Fly us about an hour while enjoying the beauty gudukan mini islands of various shapes and colors blend of sea water between white, green and blue Tosca extraordinary beautiful. By landing notified that the plane will land soon, we also are getting ready, and landinglah aircraft with very smooth, then without warning the passengers clapped. The door opened and the pilot with a friendly smile mengatakann “Welcome to Bajo”, then the passengers one by one to say thanks to the Pilot. Arriving at the front entrance foyer Komodo Airport, I looked back and saw the pilot was watching one after another passengers luggage is being unloaded from the rear seat passengers.
It’s very minimal facilities but the pilot service end-to-end is considered excellent by the passengers, even those so impressed. I recall, it is true that aid does not have to rely on technology to support the processing speed or sophistication of infrastructure alone. But with what is, with human resources who have the attitude to serve the heart, so customers can experience excellent service.