Mumbai Airport T1.
Arriving early at the airport allowed me a moment to grab a bite, so I headed towards the lounge. However, upon reaching the check-in counter, the attendant informed me that the lounge was at full capacity. Despite being familiar with airport rush hours due to frequent travel, it seemed evident that the attendant was subtly discouraging entry, suggesting standing room only. This situation is emblematic of a broader issue prevalent in the service industry—a tendency to prioritize cost-saving measures over customer satisfaction.
As a frequent flyer with access privileges granted by a premium card from a major bank, which I diligently maintain by paying a hefty annual fee, it's disheartening to encounter such hindrances to accessing entitled perks. This instance reflects a systemic problem within the industry—an inclination to cut corners and compromise on service quality. It's a constant battle against insufficient standard operating procedures (SOPs), inadequate training, and the ensuing poor customer service experiences.
This mindset, focused on economizing at the expense of customer comfort and satisfaction, obstructs progress. It's baffling that such a mindset prevails, particularly when complementary perks like lounge access are offered. It's high time to reevaluate these practices—either provide a welcoming environment for customers or don't offer the service at all. This compromise-driven approach inhibits growth and innovation.
This pattern is not limited to this specific experience alone; it's indicative of a broader trend in Indian businesses. The contrast between Indian companies and other international corporations, particularly in terms of service quality and customer experience, is glaring. To truly compete on a global scale, there's a pressing need to break free from this cycle of mediocrity and embrace a culture of excellence. Indian companies have the potential to lead the world, but this potential can only be realized by prioritizing quality, comprehensive training, and a genuine commitment to exceptional customer service. #oasislounge #mumbaiairport
Director of Sales
9moCFBR...👍