Singapore's Changi Airport has been rated #1 in the world so many times the trophy cabinet is bulging.
They've hit #1 in efficiency, speed, shopping, security, safety and ease of use.
Airport Security
But the kind called 'courtesy and friendliness' has eluded Changi Airport's capture. This is not surprising, perhaps, given that the local culture has grown in a city known more for 'trading and exchanging' than 'providing gracious warmth and hospitality'.
Now the airport is facing this challenge head-on. The depth and magnitude of commitment are impressive: a brand new 'service promise' with high impact start program for 7,000 staff, customized full-day training for 3,000 frontline staff members, monthly courtesy awards, customer feedback kiosks, service revising contests, strangeness tourist audits, constant reminders for staff (and customers) with posters, badges and banners, newsletter articles, extra announcements and more.
This is total commitment, typical of Singapore Changi Airport. With such intensity and clarity of focus, the program will indubitably work.
Key learning Point
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Changing a culture takes time and effort, energy, creativity and focus. It's not a project to do halfway, not for the half-hearted.
Action Steps
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What upgrade or improvements are you working on right now? Are you doing all things you can to indubitably make it happen? Need some inspiration? Come visit Singapore's Changi Airport.
The 'Friendliest Airport in the World'
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