Visiting South Korea on business is an enlightening experience. Two Aspen Organization Development consultants spent some time there recently to facilitate a team development session with a group of senior executives. We asked them to comment on their Asian experience.

Q. What were your overall impressions of how business is done in South Korea?

A. In South Korea little things seem to mean a lot. We were impressed with the attention to detail that seems to be everywhere, from getting handed a pair of slippers while your shoes are being x-rayed at the airport security, to the heated toilet seats in the hotel rooms. A lot of thought and analysis seem to go into how things are done. Everything seems to work as it should – perhaps this is an example of the analytic mindset in action.

Q. What stands out for you during your short trip?

A. That one is easy – the quality of the service. From the time we started our journey on Korean Air, through to the hotel and restaurant service, we were blown away! Here is a great example: one of us developed a bad cough and sore throat and thought it was turning to bronchitis. This was really worrying as he was due to fly out to a week long set of important meetings. He asked the concierge about seeing a doctor to get some medication and the concierge directed him (in perfect English) to the Overseas Visitors desk at the hospital just across the road (see if you can find one of those at a US hospital). Over he went and explained his predicament. One short phone call later he was assigned a guide and interpreter (a Korean MIT student home from Boston for the holidays named Henry) who whisked him up to the Ear, Nose and Throat department. He was taken to the head of the line of about 200 locals (quite embarrassing) and went straight in to see the doctor. The doctor punched the prescription into his computer and his drugs were waiting at the pharmacy within ten minutes. Yet again we were impressed by the level of service.

Q. What did you learn from your trip?

A. Now that we are back in the US our attitude towards things Korean has definitely changed. Brands such as Kia, Hyundai, and Samsung look a lot better than they used to, and the importance of effective customer service training has been reinforced for us.