5. An Unexpected Greeting

It was our first stay at Layana Resort in south Thailand. Everything had been smooth since arriving at the nearby Krabi Airport - the transfer to hotel, the arrival and the check-in and resort orientation.

However, don't forget that the Service Bank balance remains unchanged if the service delivery merely meets expectations.)

As the butler escorted us to the villa, a gardener stood up from his pruning works nearby, with the tool still in his hands. He smiled shyly and greeted us sincerely, and despite speaking only a smattering of English), he addressed us by names too!

W-O-W, oh WOW, what a super surprise!

The arrival service by other team members was without hiccup and pleasant; but the gardener's greeting was unexpectedly delightful! And that's the very reason why, even after several years since our stay, I am still raving about this unforgettable, peak moment.

Service Bank: Deposit of 5 💖💖💖💖💖

(Refer to first blogpost on Service Bank Concept: https://servicebankmoments.blogspot.com/2025/01/1-service-bank-concept.html)


Reflective thoughts: Your organization's service delivery may be going routinely well, but does it truly make a difference in the eyes of your guests and customers? What's unexpectedly good or great about what you or your teams did today?

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