We recently had the wonderful experience of taking a three-night journey on the Oriental & Eastern Express from Singapore to Malaysia. To say the service blew our minds is an understatement. Whilst this was undoubtedly a very special, luxury experience, I took away some important lessons in what makes quality service precisely that. Read on for my musings on the subject.
Written by:
Justin Walton
Date:
March 14, 2025
We recently had the privilege of touring Malaysia aboard the Eastern & Oriental Express, a luxury train that sets the gold standard for exceptional service. Every aspect of the journey reinforced a key truth: great businesses don’t just provide a service—they create an experience.
While luxury travel comes at a price, the principles that make it extraordinary apply to any business that aspires to greatness. The real magic isn’t in the lavish décor or fine dining—it’s in the way people are made to feel valued, respected, and cared for at every touchpoint.
Here are five essential lessons that any business—regardless of industry—can learn from the very best in hospitality.
From the moment we were collected from our apartment, in a comfortable limousine—with drinks, snacks, and a refreshing towel—it was clear this was no ordinary trip. We were greeted by name upon arrival at the station, our luggage was whisked away and taken care of, and we were directed clearly through the pre-boarding areas.
🔹 Business Lesson: First impressions aren’t just about looking good; they create trust and set expectations. Whether welcoming a new client, launching a product, or opening a store, every detail of the first interaction matters. A warm, well-prepared, and seamless introduction can turn a casual customer into a lifelong advocate.
On the platform, a welcoming committee offered local flowers, a personal introduction to staff, and a photo opportunity. In our cabin, a welcome note, champagne, and fresh fruit were waiting, and our personal steward for the duration of our trip personally showed us around our cabin and to the key areas of the train.
🔹 Business Lesson: The little things make all the difference. A handwritten note, a small welcome gift, or simply remembering a customer’s name can create a sense of exclusivity and appreciation. Businesses that pay attention to details stand out in a crowded market.
Throughout the journey, staff members greeted us by name and checked in regularly—but never in an intrusive way. Whether it was the train manager, the steward, or the guides on excursions, the focus was always on making sure our experience was seamless and enjoyable.
🔹 Business Lesson: Customers appreciate engagement when it’s genuine, timely, and personalised. Whether in retail, professional services, or hospitality, regularly checking in—without being pushy—creates more substantial relationships. People don’t just buy products or services; they invest in brands that make them feel valued.
Every meal followed a structured yet flexible format—a set menu with choices, unlimited drinks, and impeccable service. The schedule was clear, but never rigid. Small in-cabin touches—like trip reminders, branded notebooks, and curated keepsakes—made everything feel intentional.
🔹 Business Lesson: The best businesses create seamless, predictable, and enjoyable experiences. Customers should never feel lost or unsure of what’s coming next. Whether in a store, a website, a service process, or an event, clarity and ease are essential. Structure should exist, but it should never feel like a burden.
At the end of the journey, staff lined up for a farewell send-off and another photo opportunity, creating a sense of closure and connection. The excursions, too, were well-thought-out—local musicians welcomed us, guides escorted us with ease, and everything felt immersive yet relaxed as trips ended seamlessly.
🔹 Business Lesson: How you end an experience matters just as much as how you start it. Whether it’s a final thank-you, a personalised follow-up, or a farewell gift, leaving customers on a high note ensures they’ll return—and recommend your business to others.
The magic of the Eastern & Oriental Express wasn’t just in its luxury—it was in its flawless service execution, attention to detail, and commitment to making every guest feel special.
Any business, in any industry, can apply these same principles to stand out:
✅ Make first impressions seamless and personal
✅ Pay attention to the small details that make people feel valued
✅ Engage consistently, but with authenticity and care
✅ Structure experiences to feel effortless and intuitive
✅ End on a high note—because the last interaction is what people remember
The businesses that master these fundamentals don’t just attract customers—they create raving fans who keep coming back.
How can your business take service to the next level?
Justin Walton is an Executive and Financial Coach, and Consultant working in Essex and London. He writes regularly on financial well-being and brings his lived experience and professional expertise together to benefit clients and partners.
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I offer a range of executive and financial coaching and consultancy solutions for business leaders and their teams and can tailor my services to help you meet your goals.
