A Smile Melts the Toughest Heart

(Originally published in July 2007)

For tourism and MICE industry, high standard of customer service is a must. To event managers, efficient service from hotel staff, contractors and suppliers is of utmost importance, because many last minute requests from organisers and exhibitors may occur on-site within a two to three-day event.

However, efficiency is not everything. An event manager recalled handling an international conference and expo a few years ago in a city well known for efficiency. There were many sponsors with tough requirements. One particular sponsor stood out with the most last minute changes and the most demands for immediate responses. And they were not the most friendly or courteous sponsor to deal with.

Fast-forward to two years later, the event manager faced the same sponsor again, but in a Bangkok, Thailand – a city better known for smiles than for efficiency. The event manager was well prepared to handle the stringent demands, but worried that the service support from the hotel and suppliers could not keep up with the pace of constant changes. But surprise! This time, the sponsor was all smiles, despite things getting done slower than they would like. They even gave the event manager a friendly wave while having a drink at the hotel lounge.

Lesson? Efficiency is important, but providing friendly service with a smile is just as important, if not more. And…don’t oversell efficiency as a USP, just in case customers come to expect forever-faster service!