Many would think that as long as we provide what the customer wants, the customer would be happy. However, from my point of view as a customer, to make me delighted, I would want to remember that delightful experience forever and use it as an example in telling others how good that service staff is in delighting customers. I feel that only then, one is successful in delighting a customer.

Customers like me, tend to look for value-added service in all service providers that I come in contact with. I would want to receive such service that I do not feel any gap between myself and the staff. Maybe this is due to my outgoing personality and the way I work in the airport where I have to interact with passengers.

Delighting customers is part of service recovery. Only then, you can retain your loyal customers.

Customers are always there for you to serve them. In hospitality industry, customers can be from all over the world. We can get friendly customers from America or even get customers from Japan who has difficulty in communication. Making them feel satisfied and enhance their stay in Singapore starts from the experience that they have in Singapore.