Wednesday, 26 November 2014

SMRT's Greatest Asset

Lynn (Sarinda) at Raffles MRT during morning rush hour

If you use the MRT during early morning rush hour to Raffles Station, it would be hard to miss Lynn (Sarinda) greeting passengers. She has the warm smile and wishes a good morning to almost everyone who she makes eye contact with.

This is something you can't teach in staff training. Sure you can issue a memo to staff to greet and smile at commuters but it will not come across as sincere.

The best a company can do is to encourage a culture where people with such soft skills are recognised and rewarded. Especially for organisations like SMRT which millions use on a daily basis, a personal touch goes a long way.