Writing this as doing observations on the work and actions of the staff at the Thai lounge in Bangkok airport. As I did on the Cathay Pacific flight from Karachi here. And as I always do. And always wondering why simple things can be so complicated in a service product like flying or hotel.

As I wrote earlier, it’s management failure if the staff cannot deliver the product that customers expect or feel. It’s management who needs to do the instructions, training and quality control. If you don’t give your people the reasons and tools to deliver the product you are looking for, you cannot expect too much of the final product.

During the last 1,5 weeks I have been staying in global network hotels and a private club hosting guests like a hotel does. In both cases the lack of checklist was so obvious that I was already close to call the manager and give free tips. But as my dear wife is reminding me continuously that I should not to do anything for free to keep the food coming into the table, I didn’t. But it was close. But still feel the need to say this loudly and publicly. And for free.

The role of checklist in hotel or airline business is clear; that’s the way that everything is done same way and always. And if not by the exact same way, the possibly change in the product is also towards more and positive, not opposite. The core concept is so simple; you create the checklists for housekeeping, laundry set-up, reception, check-in or food serving and then you just make your people to follow that. Every visit your housekeeping makes into the rooms, they check everything by the list and there is nothing missing inside the room. Always same amount of shampoo, additional toilet paper, pen and always complete content of the minibar. And when your staff goes around in the plane to check whether the passengers want to have something to drink prior to takeoff, they really ask everyone.

I was smiling very early this morning at Cathay Pacific flight from Karachi to Bangkok since the flight attendant, as friendly and smiling she was, never ever asked whether I would like to have that drink; since my fellow passenger had two empty glasses next to him, she probably thought that tired old Scandinavian got his already. But again, when you do everything by the checklist, the expectation and experience of that service product face in a way that it was planned. As I am always looking for that perfect service product, I would give some response to you in charge for customer relations at Cathay Pacific; CK2700, seat 14K – I was skipped Why didn’t I ask for it? Because I would not have this experience that I can share with you. And most of all, when the product is what it is planned to be, passengers are not asking, they are served.

I have been looking at the differences in service cultures earlier and I do think it’s unfair to do such a comparison between Asian and European, or American airlines for example. But I also have been experienced today, maybe more than earlier in this part of the world, that great service package which is actually destroyed by putting too many people to handle same issues. On that Cathay Pacific flight this morning it seemed to be a hassle where everybody was running around to prepare for that service package for passengers. Still smiling friendly all the time, or at least when a passenger was watching. But what’s the hassle for? That perfect service package is not done with huge amount of smiling people, it’s done by professional concept, as professional management and instructions i.e. checklist that everyone in the delivery process can understand, follow and commit to.

Thai Airways, please hire someone to observe – I would do it for free but unfortunately I cannot since I am following the checklist my wife gave to me – how the process goes inside the Bangkok airport with the eyes of a international transfer passenger. Take a flight to Bangkok and try to get yourself into your lounge without asking any further instructions on your way. That experience is as important as the experience of flying and that’s where checklist should be created and get your staff to commit to it.

Cheers for professionals understanding the value of high quality service product! Cheers for checklists! Cheers for people following the checklists!