We had the privilege--for lack of a better word--of flying to Tokyo on a Singapore Airlines Airbus A380, the super-jumbo airliner introduced a few years ago. My father-in-law was several rows ahead of us on the upper deck of the plane, but he was cordoned off from the rest of us because he was in business class.
Robyn, Diamond in the Rough and I were back in economy, though it wasn't nearly like the Southwest Airlines flights we've become accustomed to through the years. That brings us to our tip for entrepreneurs this week: emulate the customer service of successful companies.
Exceptional customer service has pretty much gone the way of the VHS tape in America. You find examples every now and then, but they are the exception and not the rule. Our tip for small business owners is: fly with Singapore Airlines if you need to fly to the Far East, and go business class if at all possible.
First, think about your typical experience on any American airline. A flight attendant may or may not speak to you as you enter their airplane, and then you are charged for blankets and pillows, luggage and any food. Now consider our recent experience flying the friendly skies with Singapore Airlines.
As we walked onto the plane, several smartly dressed flight attendants warmly greeted us and pointed which aisle we should take. As we walked down the aisle, another smiling attendant greeted us and showed us to our seats. A pillow and blanket were waiting in every seat. Other attendants came by several times to see if we needed anything. Yes, it is their job, but it felt as though they really wanted to make us as comfortable as possible.
Before the huge airplane took off, the attendants handed out hot towels for us to cleanse our hands and headphones for us to listen to an assortment of movies, TV shows and radio programs. I'm embarrassed to say that I watched three movies during the first flight. My father-in-law used his time more wisely and read two books during our three flights.
Within four or five minutes of takeoff, the flight attendants passed out glasses of orange juice and water, and within half an hour they brought out the first of three meals. We had a choice of a Japanese chicken dish and an "international" beef dish that easily would have been at home on our kitchen table. Charles got filet mignon in business class. After the meal was served, attendants came around with little cartons of Ben and Jerry's ice cream (chocolate brownie and cookie dough).
My only disappointment was with the seats. I had pictured in my mind a seat like the one Charles enjoyed in business class that reclined enough to lay down for the long flight. Even with its individual video screens and other amenities, the economy class seats were pretty much the same as other airplanes. The seat backs move back about four inches to help you get a dreamy night's sleep as you follow the sun across the Pacific for 10 hours.
Leaning back four inches did nothing for me. I was uncomfortable much of the flight, ... but the customer service was wonderful. The flight attendants were always ready to visit, always smiled and were always ready to help.
If you want to open, or keep open, a successful business, make sure you treat your customers the same way. Go the extra mile to make them feel special, to show them that you are only in business because they came to or used your business. Don't, and you'll be out of business, even if you have a great sign, the best commercials and the most amazing logo in the world.
By the way, dua is "two" in Balinese.
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