112. Airport Representative Service: Emotional Engagement Triumphs!

The friendly airport rep of Siam Kempinski Bangkok greeted the guest by name and a warm “Welcome back! It's good to see you again!” (Ahem, number of luggage pieces was not confirmed.)

The employee informed that the car would take 5 minutes to reach and asked if the guest would like to use the restroom. With the intention of making some small change, the guest enquired if there was a convenience store nearby, to which he confirmed there was one right ahead on the right side and offered to show the way. The guest told him she would be quick and would leave her bags in his care, before rushing off.

When the guest headed back the same way after the errand run, she saw two officers standing guard at the passage where she had came from earlier.  She had not realised it was a one-way traffic outwards, not inwards. 

Just as the guest was starting to wonder (and feel slightly stressed) whether she could get back in, and if not, how she was going to make her way to meet the the airport rep and driver in a timely manner, she saw the employee waving cheerfully from behind the officer. He then said something to the guard who then allowed the guest to pass by without any fuss. How did the guest feel? Relieved and thankful, and truly taken care of (as if he was her personal bodyguard!)


The employee had taken good initiative to walk about 40,45 metres with the trolley of luggage to be on look-out for the guest. He could have stay rooted at the initial waiting spot, checked/played with his mobile phone while being passive in waiting for the guest's return. Instead, he anticipated the likely situation and as a result, made it convenient for the guest.

While walking towards the hotel transport, they had an easy and natural conversation about guest's upcoming plans during the stay. The employee also informed of the weather forecast this coming week.

~

Learning point: When there are several "Service Bank Pluses" for a single encounter - recognition, anticipatory service, thoughtfulness and natural engagement - guests will easily overlook and happily forget about missed functional standard/s (Qualifier: as long as it's not excessive). Emotional engagement triumphs!


Reflective thoughts: What are the potential hiccups that could happen during a meet-and-greet at the airport? How can we remove these minuses? What could add deposit to the Service Bank?

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