Tales of Asia - Memorable Moments

This weekend, I had some memorable moments centred around customer service.

It all started when I went to Shenzhen on Saturday to do some shopping. One of the ways to get to the city of Shenzhen and the Lo Wu border crossing is by train. The East KCR (Canton -- Kowloon Railways) rail line goes from East Tsim Sha Tsui in Hong Kong through a number of stations before arriving at Lo Wu in Shenzhen China. A person normally takes one train that stops all stations long the train line. This time however things were different.

The journey from Hong Kong to Shenzhen usually takes around 45 minutes. The journey is a pleasant one and its simply a matter of finding something mindnumbing to do during the train journey before realising that you are at Lo Wu and then getting off the train to go through border control.

This time however the train pulled into the station of Fo Tan and I sat there blissfully looking out the window and waiting for the journey to continue. A Chinese gentleman tapped me on the shoulder and asked me if I was going to Lo Wu. When I answered in the affirmative, he told me that the train I was on was terminating at that station and that we all had to get off and wait for another train. Upon looking around I noticed that I was the only person on the train so I heeded his advice and we all piled onto the platform whilst I wondered why this train was on going any further. Shortly afterwards, all the lights in the carriages on the train that I was on were turned off, the doors were secured and the train was driven off to some dark, desolate and lonely location until required for service the next day. I give a nod to this Chinese gentleman for not only suggesting that I needed to get off that train and get another train, but for saving me from spending the night as a train prisoner in some cold, steel railway carriage prison in the middle of nowhere. This gentleman then proceeded to look after me until I got to Lo Wu. The next train we got on at Fo Tan only went as far as Sheng Shui and we had to get off again and wait for another train. This kind gentleman even went so far as to suggest that I come with him when he moved further along the platform so we could be at the position of one oncoming carriage that will have less people in it and be less crowded and be more comfortable for us. When we eventually got to Lo Wu some time later we parted company with a smile and a few words. To my friend who I affectionately call "Mister Chong", when I said to you " thanks very much for your help, I really appreciate it", I meant every word I said because you saved my bacon.

When a foreigner goes from Hong Kong to mainland China it is necessary for them to go through border control both with Hong Kong customs and also with China customs. In my past experiences, there usually has been a noticeable difference between the customer service skills and attitudes of Hong Kong custom officials to Chinese customs officials. This may be because the Hong Kong counterparts may have been better trained in the past. I am not sure and it is only my observation. This weekend though I was delighted with the attitudes of the Chinese border control customs officials in both when entering and exiting the mainland. The gentleman who handled my documents for Chinese customs at Lo Wu border control was extremely pleasant and greeted me in English. He not only engaged me in small-talk but also wished me a pleasant stay in China. So " Mister Border Control Customs Official", I give a nod in your general direction for your pleasant manner and for continuing my weekend of awareness of good customer service.

After I had cleared customs I walked a few hundred metres to a hotel that I stay in when in Shenzhen. The Shen Zhen Hui Zhan Hotel is not the smartest or most modern hotel in the world, the décor might be straight out of the 1960s and the cockroaches seem to have been from the same family that were there last time, but the place is reasonable. Situated right next door to the Shangri-La hotel it looks more like it should be in Gotham city with Batman than sitting in the largest city of the southern Chinese economic zone. It also beats the Shangri-La hands down on price if not star rating. After all, when I stay in a hotel I only want somewhere to sleep. I don't want to feel as if I am taking out shares in the place. If the establishment provides me with some free company in the form of my cockroach family then who am I to argue. Outside I was greeted by the usual throng of spruikers, sidewalk salesmen, prostitutes and thieves and was again delighted to be approached by a hotel employee by the name of Sawyen (yes I know, but that's how he spelt it) and was escorted into the hotel where he helped me negotiate my arrangements for my overnight stay. It's always helpful to have somebody like this in China or any foreign land if you don't speak the local language fluently as is my case. Sawyen assisted me to complete the paperwork and the financial transaction before escorting me to the same room I have stayed in before where I had my reunion with Bob and Betty the familiar cockroaches. So, a nod to you Sawyen for your good service. I know you'll never read this but perhaps somebody else will and think well of you, so it's worthwhile.

Again, went exiting the mainland and coming back to Hong Kong, I was pleased to observe some really nice customer service from the Chinese customs officials and the Hong Kong customs officials. One way I measure this is when a customs official gives me my passport back after processing the document. If they flick it back in my general direction through the little hole that separates me from them so that my passport nearly spears me in my chest like a Ninjitsu throwing star, then I consider this bad service. However, when they place my passport on the countertop for me to take or when they hand it back to me in a pleasant manner, than I consider this good service. Very simple.

And finally, a nod to "Jimmy Starbuck" at Starbucks coffee, Shatin Plaza, Hong Kong. While on my way home from Lo Wu, I decided to break my journey and stop off at Shatin and take a walk around the shopping mall, Shatin Plaza. Shatin Plaza is one of those shopping centres that always has me wondering how they stay in business. It is big like all Hong Kong shopping malls, has many specialty shops such as Benneton, Laura Astley etc, and although I see people in the shops looking at stuff, I rarely see anybody ever buy anything. Anyway, whilst I was walking around and looking and not buying anything I decided to have a coffee and went into Starbucks. Now, you have to understand that in Australia I wouldn't go within 500 metres of the Starbucks coffee shop but in Hong Kong good coffee is few and far between so a tall soy latte and the lemon tart at Starbucks is quite acceptable to this coffee lover. Having made my purchase and with latte and tart in hand, I looked around for a place to sit and begin my feast. Having looked around it soon became obvious that all the tables and stools were taken and I might have to sit on the floor. Out of the corner of my eye, I noticed one of the Starbucks employees, a young Hong Kongese guy who stopped what he was doing and came over to me asked me if I was looking for somewhere to sit down. When I answered that I was, he took off like some old day American Indian stalking here and there, scouting this way and that, checking out quiet corners and secluded positions before coming back to report that he had successfully negotiated a seat at a low table with two lounge chairs occupied by a young lady who seemed to be using Starbucks as a quiet place to do her school homework whilst having a coffee. After seating me and making sure I was comfortable, he then went back to take up his former duties. So, I nod in your general direction Jimmy Starbuck. With an attitude like that, you are destined to go far.

So, herein ends my blog for customer service memorable moments. My thanks to Mister Chong, Mister Border Control Customs Official, Sawyen and Jimmy Starbuck for bringing my attention to good service. My hats off to you all.

Until next time, Tales of Asia signing off.

Alan