By Seli Baisie
Less than 24 hours after arriving in India, one thing had already become clear: customer service here is not treated as an obligation, but as a culture.
From the moment our journey began, through the flight, arrival procedures, and the transit to New Delhi, assistance was immediate and attentive. At the airport, staff did not wait to be called. If someone appeared unsure or paused for too long, help arrived swiftly. Questions were answered patiently, directions clearly given, and even after assistance was provided, the same question followed: “Do you need anything else?”
It was a small detail, but one that set the tone for what followed.
That sense of welcome deepened on arrival at the hotel. We were greeted warmly, presented with fresh flower garlands, and ushered in with smiles that felt genuine rather than rehearsed. A staff member explained that the flowers symbolised positive energy, a cultural gesture that immediately made the space feel less like a temporary stop and more like a place designed for comfort.
At check-in, there was no rush. I was asked if I was comfortable, if the journey had been tiring, and whether there was anything I needed before heading to my room. These questions were not perfunctory. They were followed up with action.
A short while later, a practical issue emerged. I needed to access a colleague’s floor, but my key card was restricted to just my floor. A quick call to reception solved the problem. Within minutes, the card had been upgraded, allowing free access in case of emergencies or work-related needs. The process was seamless — no long explanations, no repeated follow-ups.
It was a striking contrast to experiences many travellers know too well, where simple requests can take hours, if not days, to resolve.
Even rest did not interrupt the attentiveness. After breakfast the following morning, room attendants knocked politely to ask if cleaning or any assistance was required. When told everything was fine, they left. Then another checked in. And later, a third. The message was consistent: comfort was being actively monitored, not assumed.
Later that morning, the value of this approach became more evident. One of my colleagues fell ill and contacted reception to ask if medication could be arranged. Rather than simply sending pills, the hotel connected him to a doctor almost immediately. After a brief consultation, medication was prescribed and delivered directly to his room, accompanied by flowers and a handwritten note wishing him a speedy recovery.
It was thoughtful, human, and reassuring.
Personal touches appeared everywhere. A large screen in the hotel displayed a welcome message with my name. A handwritten note waited by the bedside. Toiletries, room accessories, and even the presentation of everyday items reflected attention to detail. Nothing felt accidental.
The evening meal reinforced the pattern. Unfamiliar with the menu, some members of the group asked whether simpler or customised meals could be prepared. There was no hesitation. The kitchen obliged, checking preferences along the way. Staff returned regularly, not to rush us, but to ensure the experience was comfortable — offering desserts, suggestions, and gentle guidance.
This, too, felt deliberate.
India’s long-standing philosophy of Atithi Devo Bhava — the belief that a guest is to be treated like a god — is often referenced in travel writing. In these first 24 hours, it felt less like a slogan and more like a lived practice. Service here is proactive, layered, and personal. It anticipates needs rather than responding belatedly to complaints.
For a country like Ghana, which has positioned tourism as a national priority, the comparison is unavoidable. Warmth alone is not enough. Efficiency, follow-through, and consistency are what leave lasting impressions. In this regard, India offers a compelling lesson.
After just one day, the experience has already reshaped expectations. It is the kind of service that encourages return visits, not because of luxury alone, but because of how welcome one feels.
And this, by all indications, is only the beginning. With nearly two weeks still ahead, there will be more stories to tell. But if the first 24 hours are anything to go by, India understands something fundamental: good customer service is not an extra — it is the experience itself.
