Setting Standards: Lessons from Indonesian Service Excellence

by Alice Arandia

A Commitment to Excellence - Indonesian Service Delivery

I recently had the pleasure of spending time in Indonesia.  I had heard about the breathtaking scenery, beautiful beaches, and rich diversity of cultures across the 17,000 islands that form Indonesia (yes it really is that many!).  It didn’t disappoint.  It is a land of stunning beauty.  What impressed me most though, from a business perspective, was the standard of service delivered everywhere.

Here a just a few of the characteristics of that service delivery in Indonesia that I liked:

1.      Service with a smile.  Whether entering a business meeting, or stepping into a retail outlet, a warm welcoming smile and genuinely friendly greeting seemed to be ever-present.

2.      Proactive Service.  Indonesian service providers have mastered the art of “a service that exceeds your expectations”. From airport meet-and-greet services to hospitality, there seems to be an uncanny ability to understand and fulfil customer needs before they have been voiced. This set a new standard, in my mind, for that ubiquitous phrase you see in business proposals: “we offer a service tailored to your needs”.

3.      Flexibility in Service.  Nothing seemed too much trouble.  Regardless of the situation there seemed to be a willingness to accommodate change and pivot plans accordingly. This is an important lesson in the era of an “agile approach” to business. Flexibility ensures that customers feel valued and respected when unforeseen circumstances may mean a change to plans.

4.      Respectful Service.  I was impressed by how Indonesia’s rich diversity of cultures fostered an environment of inclusivity and respect.  Service providers make a notable effort to embrace cultural diversity, creating environments where every individual feels welcomed and appreciated.  Extensive research into cultural intelligence has highlighted the significance of a respectful approach in a multicultural environment.  My experience of the high standard of service in Indonesia was that it highlights the tangible benefits of adopting a respectful and culturally sensitive approach in the service industry.

5.      Commitment to Service Excellence.   From street vendors, with tiny kiosks, to high end hotels I witnessed a real commitment to service excellence. Whether it is a business meeting or a retail transaction, there is a sense of pride and dedication to delivering a first-class service.

The exemplary standard of service I encountered in Indonesia reminded me that genuine warmth, proactive anticipation, and an unwavering commitment to excellence are the keys to success in business.

It should of course be noted that this is my perspective of Good Service.  What is considered ‘good service’ can differ between cultures.  When I worked in Kazakhstan for example, I learned that “service with a smile” is not necessarily expected.  In fact, it can be considered “odd” to smile if you don’t know the person.  Instead, gestures of respect, attentive listening and demonstrating competence in service delivery are valued. This highlights the importance of cultural intelligence in business.

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