Cracks on the Business Wall
What makes a reputable business fall on its feet? Perhaps not having the courage and culture to continually change. Maybe in having a narrow vision of near term returns to the detriment of missing out on having both stakeholder financial and customer satisfaction viability in the long run. It is also possible that staff, especially those dealing with clients, are not well trained.
On a recent flight on Qantas from Sydney to Brisbane last Sunday night, the food provided to economy class passengers was dismal - exactly four chips, an avocado-based dip and a token biscuit. This is not a budget airline, nor do passengers are expected to tighten their belts. It was apparently a classic case of the business only considering its short-sighted perspectives. No orange juice was available when requested, and the shared video system had also seemingly broken down by nightfall, after it was assured to us that it had been working all right all day long. Not good enough. We do not want expensive adverts to excite us as customers, but only a reliable quality of service and attention to detail when we actually use Qantas services.
Earlier, I was rather shocked when the driver of a commercial home to airport transport service asked me which terminal I was going to take my flight - and also called me by an incorrect name. Leisure Coast has the records, and for most of the time, its drivers are courteous, alert and sociable when dealing with passengers, especially repeat passengers. This was not expected.
Rydges South Bank in Brisbane, on the other hand, had a most innovative idea in reducing the need to queue in front of the reception counter, by the introduction of an option by customers to check in via the internet before they actually arrive. If a such a guest arrives late in the night, or after a long journey, he or she can have his key card ready to be picked up immediately at the counter, and then head straight to some well deserved rest. Some big city airports can consider a variation of this idea.
Conventions can be big business and profitable. A professional body keeps on reminding its conference delegates to write and provide detailed feedback - and this year was no different. The amazing thing was that the delegates do not receive feedback from the organisers. In choosing the Brisbane Convention Centre, the organisers did get a viable food caterer, which offered very tasty lamb stews and chicken curry to feed the diverse lunchtime crowd of at least 600 individual attendees. Why the organisers still fail to attract more participation to the official dinner was not resolved satisfactorily - and this time does not have to do with the food at all.
On a recent flight on Qantas from Sydney to Brisbane last Sunday night, the food provided to economy class passengers was dismal - exactly four chips, an avocado-based dip and a token biscuit. This is not a budget airline, nor do passengers are expected to tighten their belts. It was apparently a classic case of the business only considering its short-sighted perspectives. No orange juice was available when requested, and the shared video system had also seemingly broken down by nightfall, after it was assured to us that it had been working all right all day long. Not good enough. We do not want expensive adverts to excite us as customers, but only a reliable quality of service and attention to detail when we actually use Qantas services.
Earlier, I was rather shocked when the driver of a commercial home to airport transport service asked me which terminal I was going to take my flight - and also called me by an incorrect name. Leisure Coast has the records, and for most of the time, its drivers are courteous, alert and sociable when dealing with passengers, especially repeat passengers. This was not expected.
Rydges South Bank in Brisbane, on the other hand, had a most innovative idea in reducing the need to queue in front of the reception counter, by the introduction of an option by customers to check in via the internet before they actually arrive. If a such a guest arrives late in the night, or after a long journey, he or she can have his key card ready to be picked up immediately at the counter, and then head straight to some well deserved rest. Some big city airports can consider a variation of this idea.
Conventions can be big business and profitable. A professional body keeps on reminding its conference delegates to write and provide detailed feedback - and this year was no different. The amazing thing was that the delegates do not receive feedback from the organisers. In choosing the Brisbane Convention Centre, the organisers did get a viable food caterer, which offered very tasty lamb stews and chicken curry to feed the diverse lunchtime crowd of at least 600 individual attendees. Why the organisers still fail to attract more participation to the official dinner was not resolved satisfactorily - and this time does not have to do with the food at all.
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