Singapore is regarded as one of the richest and most developed countries in the world. The city-state is roughly a quarter the size of Karachi but the economic production is several times more than Pakistan. The per capita income is $65,233 and it operates the world’s best airlines, hotels and airport. Singapore Airlines has been voted as the best for several years, while Changi Airport is rated as the best in the world.
The rise and development of Singapore has been rather surprising. One wonders the key to success that this tiny nation became so prosperous. Before the coronavirus pandemic, my friend was staying at a hotel in Singapore when he sent his suit for pressing which got slightly burnt. The hotel manager along with staff came to his room, apologised, and offered a chauffeur-driven car to buy a new branded suit from any outlet in the city. He even offered to fetch one himself and eventually replaced my friend’s suit.
My friend was so satisfied by the courteous staff that he vowed to stay at the same hotel whenever he visits the city again. Mistakes and accidents can occur at any time but how to handle them is the real effort. There are similar examples in Singapore and the developed world. Customer service and staff attitude play a vital role in a company’s success.
With regards to Pakistan, the attitude of both private and public companies is rather dismal and the customer is treated as if a favour is being done. From airlines to railways or any other service, this discriminatory behaviour is seen by companies towards customers.
A recent incident shows the poor standards in Pakistan. My friends was carrying his child’s corpse via air to Islamabad but when they reached the airport, they faced a hostile staff. They forgot their personal grief and move from one terminal to another. When they reached the cargo terminal, they were informed that the airway bill is made at the main airport without which the body will not be loaded.
My friend had to return back, get a copy of the airway bill and load his child’s body on the airline. This airline will allot a few seats to VIPs but not care about the family who have lost their beloved child and the helpless father running from one end to another. Only one person was allowed to board the flight and the mother along with two daughters were left behind. They had to board another flight for the funeral. This shows that we are indifferent towards the suffering of others. It is unfortunate that we have lost basic ethics and morals which were a part of our society and religious teachings
We have lost respect, tolerance and patience which our religion taught us. It should be remembered that as long as we do not inculcate these principles in our business dealings, we will never find success. Until and unless you do not change your attitude, people will never respect you.
Companies should stress on improving their employees’ customer satisfaction skills and train them to adopt a positive attitude at all times. This will yield immense benefits in the growth and success of the company. The government should improve customer satisfaction in public companies. Just like Singapore, a smile can make a difference with a happy customer. This is their secret to success.
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