Page 79 - Binder MO 256-012-Tahun ke-20 (English)-1

As times have changed, so has the
approach to customer service. Where
the old adage once said “The customer
is king,” Santoso believes in a new
approach: “Treat the customer as a
friend.”
“Customers are like friends. Why?
Because when they complain, as a friend,
they’ll tell you what’s wrong with your
room and offer constructive feedback.
They’ll still come back. But if you treat
them like a king, with strict protocols, it
becomes difficult. Treat them as friends,
so they feel comfortable. That’s what we
need to do,” Santoso emphasized.
Having built a long career in
hospitality, IB Santoso remains unfazed
by the increasing competition. He
confidently asserts that, in the end, it
is the customers who will make the
final choice. As long as he and his team
continue to provide exceptional service,
he believes they can face and conquer
any challenges that arise.
Moreover, IB Santoso emphasizes
the importance of collaboration within
the broader tourism sector. He believes
that by working together, the Indonesian
tourism industry will continue to
thrive and attract more national and
international travelers. n

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