Beyond the Transaction: A Small Moment That Really Stuck With Me
Lately, I’ve been thinking about how much more customers value memorable experiences rather than just quick transactions. It’s not always about speed or efficiency—it’s about feeling seen and cared for, even in small ways. Just a week ago, on my flight back to Saudi Arabia from Zurich on Qatar Airways, I had a small but memorable encounter. The air hostess approached me with a polite and professional tone, asking, “What would you like, madam—beef with potato or vegetarian cheese pasta?” Without thinking much, I smiled and said, “The beef, please! I’ve had enough of cheese, vegetables, salads, etc. I couldn’t find a lot of halal options during my trip.” (Just to be clear, I totally respect vegetarians! But I’m definitely a meat person.) In that moment, something shifted. What made the moment special was how the air hostess responded. With a light laugh, sat down right next to me and shared her little bit as well, “Me too! I love meat—other meals never fill me up!” What followed was a short, genuine conversation—away from the routine tone of inflight service. It felt real, human, and warm.
Later, when she returned to collect my tray, she asked, “Did you enjoy the beef, madam?” I responded with enthusiasm, “It was amazing—felt so good to finally have a proper meal again!” She smiled, genuinely happy, and said, “I enjoyed it too.”
That tiny exchange stuck with me. It wasn’t just about the food—it was about the connection. It reminded me that great customer service isn’t just about doing the job well; it’s about bringing warmth and authenticity into every interaction. Those little moments are what turn a routine service into something memorable. it’s about connecting, even briefly, in a way that makes someone feel seen and heard