A Smile means a lot

[R. Palan Ph.D.]

Rainbow Creators make a huge difference, they touch people.

In service language, Mr. Sim Kay Wee, former Chairman of Service
Quality and Senior VP of Singapore Airlines used to say more service
does not equal to better service.
I have enjoyed travelling Emirates Airlines in the past but today was
a nightmare.
They did everything to ensure I had a nightmare experience. I
travelled with them London Dubai KL. Obviously I chose not to fly
business but economy given the current economic climate. I realised
that economy passengers are punished severely.

What they did were a few simple things?
• Forgot my lunch for 4 hours
• Served me a quarter glass of mango juice and the follow on never
came
• Too busy to serve coffee
• Gave me a bag - this was meant to be service recovery - sewing kit,
comb, razor, opened box of chocolates
• They had great make up and looked real pretty

What they did not do?

All the things a Rainbow Creator would have done:

• Smile
• Say Sorry
I wish they had just smiled and said sorry. That would have gone a
long way.
Guess life is challenging. Customers have fw rights. Starve and then
get out at the airport and buy a decent meal at Burger King.
Emirates Airlines would do wll to learn from the fast food
restauarants on customer service.
I real hope they learn well and look after customers well. Otherwise
they may not have many of them left.