Even outside the airline industry, SIA looks for new ways to do things. They benchmark other service industries such as hotels and restaurants to make their service more comfortable, convenient and creative. With over 27,000 staff member representing 25 nationalities, communication is critical. SIA publishes a number of newsletters and publications keeping people informed of important matters. Regular meetings between management and staff keep communications flowing.
Excellent service is a learned behavior requiring constant reinforcement and recognition.
Unless an organization develops systems and processes to reward and recognize the behavior they need for success, they will never get it. At SIA excellent performance is rewarded with increased pay and promotions, but the most prestigious award is reserved for superior acts of customer service. Winners and their families fly to Singapore for a special dinner celebration. Gregory P. Smith shows businesses how to build productive and profitable work environments that attract, keep and motivate their workforce. He speaks at conferences and is the President of a management consulting firm called Chart Your Course International located in Conyers, Georgia.