Customer Service or Every Smile Counts

During the whole period of our travels, we were consistently overwhelmed by strong customer orientation. What stood out most was that this attitude wasn’t limited to (foreign) tourists only – it felt deeply ingrained in everyday interactions. One moment, in particular, remains vivid: while exiting a local island hopper (more a bus with wings than an aircraft) during heavy rain, we were asked to wait until umbrellas were ready. At first, I thought it was a joke. But boy was I wrong! To my surprise, covered aircraft stairs were promptly rolled into place, and the crew held umbrellas to escort passengers to the terminal. This wasn’t a one-off gesture but part of a deeply embedded culture of care and to put yourself in the shoes of the clients.

This customer-centric thinking seems to be an extension of the general friendliness and warmth we experienced throughout our journey. One especially fascinating aspect was how smiles seemed to light up faces almost as if by reflex, even in the busiest moments. People on scooters speeding past with neutral or stern expressions would light up with a warm, ear-to-ear smile upon making eye contact.

Reflection: This got me thinking about how small, consistent gestures can elevate experiences. What kind of routine or ritual could add similar value to the project experience for my clients and teams? Could a simple act of acknowledgment or care make a lasting impression? If I were in the shoes of my client, what would make the most difference?

A Thousand-Wheeled Beast or the State of Flow

Traffic in Indonesia is a tale waiting to be written – a never-ending story of twists, turns, and seeming chaos. Gazillions of two-wheelers weave through an occasional car or truck, creating a boiling river of movement. Yet, what amazes me most is the elegance and coordination within this chaos. To be more precise, while if looks like chaos to me, it is not necessarily for the locals. Riding a scooter with a local revealed the secret: a state of flow. People expect errors, trust others to correct their own ones, and move in harmony. What looks chaotic is, in fact, a meditative orchestration, a perfect example of collective rhythm.

Fun fact: despite the seeming chaos, Indonesia’s car accident rate is below the global average, with 11.3 deaths per 100,000 population compared to the global average of 16.7. It’s a testament to their ability to navigate unpredictability with trust and coordination.

Reflection: Watching this mesmerizing harmony, I wondered: could my (hybrid) project teams achieve this level of flow? How can I help them be more in sync and adapt seamlessly for smoother transitions?

Astounding Resourcefulness or Beauty the Savior

A good friend of mine used to say, “Lack of money is no excuse for drinking bad coffee.” By the same logic, Indonesians seem to believe that lack of resources is no excuse for neglecting aesthetics. Everywhere we went, we saw beauty crafted from simplicity. From humble eateries to upscale venues, every detail seemed cared for. Smart usage of bamboo, lotus flowers, or even simple pellets transformed ordinary spaces into places of warmth and charm.

It felt as though Indonesians had mastered Tolstoy’s belief that beauty will save the world. Their resourcefulness and attention to aesthetics were inspiring, reminding me that how things look and feel often matters more than we realize

Reflection: How can I make the aesthetic side of my projects more of a priority, even when it seems secondary? Could prioritizing beauty in design and presentation enhance engagement and satisfaction?

Travel has a way of holding up a mirror to our own routines and practices. Like a fish in an aquarium, we can see our water much more clearly when transferred to a neighbouring vessel. My time in Indonesia left me with a renewed appreciation for smiles, harmony, and beauty. As I step into this new year, these reflections guide me to think more intentionally about how I can bring these lessons into my professional life.

What about you? What lessons have you drawn from your travels or experiences? Share your thoughts below – I’d love to hear them!