A Service Quality – For Whom?

I feel very comfortable to touch on a subject that is related to Thailand as I am Thai. And, I do accept both good and bad things about Thai. And, knowing and fully accepting bad things is a gateway to its improvement.
Many of my experiences, no matter what I am a trainer on a particular subject of service excellence or a customer who is looking for a good service from a staff somewhere, I always think of how to truly sustain a good service behavior of employees.
As a customer in a restaurant, many times, I have seen an excellent and extraordinary service provided by a waiter or waitress, but normally not at my table. One day I am in a nice Thai restaurant, I watch carefully how the specific lucky customers at certain table being served and serviced. I can see that the customers are obviously happy and proud of being pampered with the service that is too far beyond excellent than I ever can imagine. Then, because of my instinct trainer’s curiosity, I find out who are those customers. The answer is they owners and senior managers of that particular business!!!
Strangely, owners and senior managers in any business are always the top VIP at their own place(s) receiving the best service usually not given to guests because the staff is busy with those owners and managers. Welcome to amazing Thailand. When observing this, I always look at the restaurant’s name and think the restaurant name should be “Owners ONLY, please".

© Mai-BS & Tevabanchachai N. (2009), Honorary Advisor / Director, Mai-BS (THAILAND)
© Mai-BS &Tevabanchachai N. (2009), Program Director at Travel Industry Management Division, Acting General Manager at Salaya Pavilion Hotel and Training Center at Mahidol University International College

By: MaiBS

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Mai-BS (Thailand) Hotel and Resort Consultant and Training Company Bangkok / Thailand mai-bs.com