Service with a Smile =)
May 15th, 2012 by Yunzhen
I just came back from a trip to Philippines and was utterly impressed by this land of ‘encouraging people’. Why do I say that? No matter where you go (with the exception of taxi drivers), you will see people treating each other with respect and more often than not, looking each other in the eye before breaking into a gentle smile of acknowledgement.
Who says you need a high per capita income to be happy. Sometimes, having that doesn’t always make you happier.
As a result of that, I felt encouraged to shop and shop…what a clever way to boost the economy! Despite all the bag checks whenever you enter a complex, the stout build security guard never puts you off with the emotionless look and monotonously harsh tone that we are so used to. They would welcome you with ‘Good Mornings’ and a smile despite having to do that to thousands of people entering the complex daily. I was flabbergasted by their tenacity and high level of service excellence.
The times when I dined at a restarurant, the service staff always looks in your direction to see if you have any needs, looks you in the eye with a smile and speaks in a warm tone. Interactions with them were more than pleasant, I could feel their sincerity, regardless of how you dressed, they treat you no differently. There was obvious class differences in the country but it didn’t result in high-handed behaviour of the customers as there was absolutely no need to. There was a culture of politeness and genuine mutual respect. The reciprocal relationship was dynamic and warm, no false smile which fades off the moment you turn away. They take the time to build the relationship with their customers after their ‘how is the food?’ question.
Then I recalled the umpteen times I tried to get hold of a service staff here and their eyes were just fixated at a place where there happened to be no customers. To get them, I’d have to do the frantic wave and occasional loud ‘excuse mes’ but still I had to wait.
I had a personal breakthrough too. I smiled at a couple of strangers whom I met in the washroom, known as their ‘comfort room’, when our eyes met. I would never do that here, but there, somehow I was confident the smile would definitely be reciprocated. I felt a warm glow in my heart on those occasions.
Perhaps I belonged to the type who armours up because of past negative encounters with people. But in Philippines, there was no need for that. I love the place and its people. It’s time to pay it forward here







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