Saturday, June 21, 2008
Customer service again
Last week I wrote an article about the problem I had at a local supermarket the week before, and I explained how I normally let the problems wash over my head. Well it happenned again THIS WEEK.
I had decided that I needed to purchase a new Digi cam at the low end of the market and had found a place at Gaisano Mall here in Davao city
Well that seemed to be ignored as two sales assistants kept playing with the digi cam trying to understand the memory full. I again asked to see another model as I did not want to purchase that one, so “please show me another”.
Unbelievably I was ignored and with no eye or verbal contact hey kept fiddling with the broken cam.
After a few minutes I just walked away and did not even get a goodbye or sorry sir..NOTHING.
I went to another store chose the camera and asked the assistant to just show me it works.
“NO BATTERY,SIR” she said.
I asked if she would plug it in to the power as I wanted to see it work, she then spoke to another assistant and ignored me for about a minute then came back to me and said “NO BATTERY,SIR”
I replied “NO SALE” and left totally flabbergasted.
What I did not tell you that before that I had taken my two week old MP4 back for repair a second time to a shop who showed no concern and wanted to enforce a NO EXCHANGE and maybe we repair policy!!!
I never lost my temper I listened to the sales assistant repeat the Managers words and everything she was told to say to me was an obvious lie and the Manager would not talk to me or give me eye contact.
After 3o mins of repeating I was not leaving until i got an exchange the Manager finally signalled that I had won and gave me a another unit. Again no thanks or sorry sir or any care or concern whatsoever.
Now please do not get me wrong nobody was rude or abusive (including me), but no one cared and I know that employment here is different but where is the pride of doing the right thing and making the customer happy and wanting him back??
Oh well I think I will just get things sent over from the UK, at least they might work.
# 1 RichardInSC said:
Interesting series of posts about customer service, John. I wonder, how do these places stay in business with that low level of customer service (actually, salemanship would be the better word in this case)? Do filipino customers have much lower expectations than western customers? Or do you think you may have been getting special treatment because you were western? Or, maybe places like these electronic stores have such a lock on the business, they can afford to treat customers this way and still get the business?
# 2 Bob said:
hello John - welcome to the Philippines! Stuff like this, I find very hard to get used to.
# 3 Dan said:
Hello John..great write up……….for me I do not think I could stand what you went thru…talk about no get up on the employes part or the owner part………here at most stores in USA you would get fired on the spot for that kind of behavior….I know when ever I have bought a camera or something like ur talked about.I always wanted to see if it worked before slapped the cash down…….
# 4 rick b said:
John
good to examine the negative aspects of life here as well as the positive, i remember your memorable purchase (what was it….in SM appliance store with steve i think it was a microwave) when you were delighted with the service, i have had this same experience too
i guess the people here with the web cam were working to instructions , not very customer friendly ones but anyway we love it here don’t we john?
# 5 Rena said:
I have been a follower of this blog for quite awhile now. John, my understanding with your experienced of the customer service in the Philippines might have been due to communication problem. Although, the Philippines is the third English speaking country outside the USA, you have to expect that not all people there can speak the language you speak. Or perhaps those employees are hesitant to explain the words to you in clear English language so; they just ignore you rather than get offended.
# 6 Steven said:
Hello John,
I have been to the Philippines many times and my experience is very simular to yours. I do find the product knowledge be very limited, especially when it comes things like cameras and their accessories. Usaually in western countries if you walk into a photographic shop or anything which requires some knowledge, you will get at least one person in that shop who is an enthusiast. In the Philippines the shop assistant would lucky to even afford a camera never mind being an avid enthusiast.
My Filippino friends here in Australia always buy there electronic goods here first before the leave for the Philippines. Three main things they buy there clothes, teeth fixed and hair done.
Shops owned here in Australia by Filippinos are pretty poor customer service if your a white person, they will just ignore you and go on chatting with there friends, so I used to send the wife to sort them out as a Filippina.
# 7 john said:
Rena
Thanks for your comment and I forgot to mention that I was with my Filippino friends when all this happened and he was surprised as he in the main does not get that service in Manila.,but I take your point about ignoring and not wishing to offend.
Rick
Yes the microwave incident was fantastic the staff were brilliant and more happy then I have ever seen in the UK.
Richard
Life and employment law is so different here and I suppose when staff know that they will be dismissed every six months its hard to stay positive.
Steven
That is so worrying that the poor attitude to customer service is taken with them ,again the role model is Mcdonalds, it may be over the top, but it is good.
# 8 Ron W said:
i would have to agree with you john in the citys for sure.although i would have to say that in rural areas and away from the city a bit that the salespeople were very friendly and seemed to have some knowlage of the products they sell.there is a nice mall in tagum that the people seemed to want your buisness.mabe try a camera shop where they specialize in that sort of thing.
salamat john
# 9 Steven said:
Hi John,
It is a shame as a business needs regular customers to survive and employees who know their product. Good service with a smile also will bring pople back and those people will also recommend that shop to others. I am not labeling all shops in the Philippines are bad as I have some very good customer service, but service hascome from bigger companies and the little specialty shops. Mind the Philippines is not the only country where I have had bad customer service.
I have noticed that the best customer service is where filippinos work for international companies. I stayed in a good resort in Cebu a few gears ago and I thought customer service was excellent and I more than happy to tip each person served me.
My big problem in the little shops in the provences is that I have to stoop[ everytime I enter one, if I don’t I cop a gym shoe or numerous other odds and sods in the head, I might add to the great amusement of the people inside.
Enjoy your day
Steven
# 10 macky said:
hi john -
yep, sounds like home. i won’t beat around the bush about bad customer service. from what i can gather, it doesn’t sound like it was because you didn’t look local (re: post #1)
but one way to go around this is to go via recommendations from friends in where to procure certain services. in your case, i’d ask a amateur photographer friend who he recommends to get camera related services. he will likely have a relationship with the vendor. so you are more likely to get extra service by the vendor for knowing a friend.
this came in handy to me when i bought a high end pc from a computer store that a techy friend recommended.
there were problems with the pc & i would keep going back to have it fixed. i’m pretty sure that if i was just a regular customer, i’d be charged for extra service fees.
but through my friend’s relationship, the vendor did not want to lose face & embarrass his friend for recommending him.
though the pc had some bugs that took some time to fix (hardware compatibility issues). i wasn’t given a hard time & they seemed to go out of their way (for them anyway) to help me.
in the philippines it’s all about who you know. i’m not saying i like that system (i don’t), but that’s one way to avoid a few headaches in the future.
# 11 Charlie Smith said:
Hello John,
I have exprienced the same while I was in Davao City last year. Can you tell me if these 6 month contracts for employment are the law or what the employers want? I know in the USA they do this , Temp employees, to get out of paying benifits. Although I must say most of my experiences in Davao were positive when it came to contact with the locals there. My suggestion for living in the Philippines would be to pray for lots of “Patients”.
# 12 John Miele said:
John: This has been the primary thing that has been hardest for me to get used to since moving here. Frustrating, to say the least. Last week I bought a paper shredder for my office… In the States, a simple purchase… Go into Office Max, pick up a box, go to the cashier, swipe the card… In and out in 5 minutes or less. Here… well, let’s just say that the number of forms to fill out appeared more lengthy than a mortgage application (on a 3K peso purchase). I have come to the conclusion that, especially for electronics, it is easier and more reliable to get them shipped in from abroad. I bought a digital camera in Hong Kong last month, 50% cheaper, and took 2 minutes, total purchase time (Including plugging it in). The warranty is even valid here in the RP! I guess I am fortunate that I travel so much that I can pick things up easily while abroad… Perhaps a shopping excursion to HK or Sing twice a year could help on major expenses like cameras or computers? At the very least, you’ll get a welcome mini holiday.
It is funny in a way: When I first visited here and went to the store, I was almost annoyed by all the salespeople trying to help me find things. Every time I turned, another “Good morning Sir!”.Then, time to check out and pay…. Ugh!
When I first started dating Rebecca, I was literally AMAZED at the things she shipped here from Abu Dhabi… My perception has changed somewhat, though certain things (Like the cooking oil we dragged on the plane
) are still far more trouble than they are worth, despite any savings. (The things you do for love!) One tip though… The Levis I bought in the States were far cheaper there… Her first visit will hopefully be next month, and I am already anticipating a suitcase full of jeans on my return.
# 13 Bob New York said:
About ten years ago or so, customer service in the UK seemed to be becomming somewhat of an issue with those that live there and for the millions of tourists that go there as well. Mr. Derek Williams came up with an idea to recognise, award and publicise UK merchants and businesses that offered ( by UK standards ) outstanding customer service. Nominations for ” The WoW Award ” come from the consumers that patronise these merchants and businesses. As a frequent visitor to the UK I have many friends and a relative there. Even though the exchange rate is not the most desireable for USA visitors there I still lke to frequent many retail establishement there and purchase things that to me, are a bargain or something I just can’t get here in the USA, that are unique to the UK.
I wonder, if a similar program were to be initiated there in the Philippines, the recognition of outstanding merchants and businesses offering excellent customer service could create a similar effect as ” The WoW Awards ” program has created in the UK ?
I have written several articles for The WoW Awards ( UK ) about my experiences there and one of the independent merchants I nominated recieved the WoW award a few years ago which did increase his business from the positive publicity alone !
In some instances I have been able to deal directly with national distributors in the UK buying things made for the UK market only and I have recieved excellent service from them as well. My most favored UK retailers are, Richer Sounds ( where customer service is always paramount ) Thame Audio, a small independent audio store who, after meeting me in person will now drop ship items anywhere in the UK for me with just a phone call from the USA, Henley Designs Ltd , and Sound Leisure Ltd of Leeds.
On my recent visit to Mindanao, China Air misplaced my luggage and I did not know if I was ever going to see it again. I arrived in Iligan City with little more than the clothes on my back from when I left New York, and my small carry on camera case. Anticipating that I might be separated from my luggage, I carried spare ” essentials ” in my camera case.
My first day in Iligan found me at the Gaisano Dept. store where my friends brought me so I could buy some clothes. I was originally going to buy some ” local clothes ” anyway so I would have a bit less of that ” out of town look ” ( LOL ) when visiting and touring Iligan City. I found the Gaisano Dept. Store ( soon to be replaced by Gaisano Mall in Iligan ) to be well stocked, well staffed and the service very good. They even altered the pants I purchased ( length ) while I waited. I may have had a ” slight ” bit of ” Culture Clash ” upon checking out as I wanted a bigger bag than they originally put my purchases in although they did comply with my request when I became a bit ” insistant “. Upon leaving the store I had to remind myself that I was not in the USA and to try to exercise patience in an insatnce like this.
There are two Jollibee franchises in Iligan and they were foremost on my list of places I wanted to go. Both locations were very clean even at peak business times. They were well staffed and those employees I came into contact with were most polite and respectful at all times. The full service Mens ” CR ” were well stocked including hand soap and fully functional electric hand driers.
An independent eatery that really impressed me was a place called ” Zoeys Cafe ” in Iligan, Very clean, tables, chairs, fixtures etc all in excellent condition. Well staffed, great service and great tasting food well prepared and attractively served. This place really impressed me and the friendliness of the staff and propriotor made me feel that I could have been in my own home town here in the USA.
I stayed at the Elena Towers Hotel while I was in Iligan City and I would not hesitate to stay there again. I chose a ” standard ” grade room. It was clean, well equipped and all items in the room such as Air Con, Cable TV, plumbing etc. were in good working order. They advertised both Hot and Cold water for the shower and they had it. The staff was most helpful to me in making attempts to contact China Air and the Hotel management showed a genuine concern about re-uniting me with my misplaced luggage. They were most helpful in assisting me to contact China Air. My misplaced luggage did show up 3 days after my arrival.
Another local business I frequented in Iligan City was the ” Club Seven ” right next to the hotel. Each time I went there with my Iligan friends I was always greeted with a smile and handshake from the staff there. It me with an excellent atmosphere to enjoy my first taste of Sna Miguel and Red horse beer along with some great food.
As I have done in the UK for friends there, I wanted to buy some kind of useful ” Gifts ” for my closest friends there in Iligan City. I went into ” Imperial Appliance ” . At first I just wanted to see what kind of appliances are available for the Philippines market. A polite but Not overassitive salesman asked if I needed help and I told him I was just looking. I liked this store, the sales people knew their stuff when it came to the products they had on offer for purchase. The store was clean with neatly displayed merchandise with prices of the items plainly marked. I purchased a Carrier Air Con for one friend and a refridgerator for another friend. Both items were brought out, un-crated for my inspection and plugged in to verify operation before I even payed for them. Both items delivered to their recipients homes within 3 hours after purchase. I was happy and had a good time in Imperial Appliance in Iligan City and my friends were delighted as well. Isn’t this what a vacation is all about ? Having a good time ? I certainly did at Imperial Appliance in Iligan and I am sure I will be back in their store again even though I live half way around the world from them.
I had a generally favorable experience in dealing with those merchants and businesses in Iligan CIty that I visited with. Experiences like this are most definetly contributing factors as to why I want to make a return visit there and I shall patronise those businesses again. It is this kind of repeat business generated by good customer service that generates often overlooked future profits for any merchant.
Please check out http://www.thewowards.com . I wonder if a similar program in Mindanao or the entire Philippines might be a worthwhile program for someone to start up ? Rewarding those who give ” Great ” customer service, could assist those who don’t, to wake up and smell the profits they are missing .
# 14 Bob New York said:
Correction to my previous comment. Link to the website for ” The WoW Awards ( UK ) is as follows. I made a typo in my original post.
http://www.thewowawards.com/default.aspx
# 15 john said:
Bob New York
As I recall the JOLIBEE guys started here in Davao selling Pizza and now that franchise is huge and I agree the service is better than McDonalds. Now as it is staffed by well trained people and is a huge successful business it beggars belief that in the main the CUSTOMER SERVICE principle is not followed in main stream retail here.
John M
I am considering going to Singapore and buying bulk and buy for my friends too.
Charlie
The reason for the enforced six months contract is to cut down wages as pass that time an employee is allowed an increase and holiday pay along with sickness help and in some cases help with house buying after a certain time with the company. Hence the six months rule, infact most sign their resignation letter on the day they start!!!
# 16 Tess said:
Hi John- Tess from Kansas, U.S.A.
Maybe no one knows how to operate this unit. he he he he, But still its not an excuse.
Customer service is very important,if you dont know how to” LISTEN, APOLOGIZE AND TAKE CARE THE PROBLEMS” Then you have a huge problem because customer will never go back again.
Sorry! for what you encountered.
Have a nice day!
Tess
# 17 Steve said:
John, tell me what you need and I will send it from the UK to you.
Believe me it will be a lot easier and the items will work !!
# 18 Todd said:
When I made my first trip to the filipines I was amazed at the good service I got at the Mall of Asia.It is no wonder that is my favorite place.
On my subsequent trips, especially my last one, the service in all other areas was simply AWFUL. I am amazed at how much filipinos are willing to put up with really poor customer service. There is no need to beat around the bush about these things.
It is to the point that I don’t plan to buy ANYTHING in the filipines unless I absolutely have to.
I have a lot of passion for the filipines and the people…so don’t get my comments on this subject or any other subject wrong. I have decided to not purchase products that would result in THOUSANDS of US dollars in sales because of the poor knowledge, poor service, and downright poor attitudes of so many places I have been in the filipines.
Their loss…not mine.
I could say a lot more about the poor service and attitudes but I will not turn this into a bash the filipiines post.
# 19 john said:
Todd
I hoe that the culture of customer service will change, in some places its excellent but in the main its just terrible and I see this comes from the top.
# 20 Peter Bennett said:
John, an excellent story mate, its sad to see those practices are still going on over in the Philippines, customer services does seem to be a little out of touch with the rest of the world.
I am surprised John that you do not buy your stuff from UK Ebay and just have it shipped over, Digital Cams from Hong Kong and Malaysia seem to be good value and hi end models as well, I am very loathed to buy anything in the Philippines as my wife tells me that once it leaves the store it is almost impossible to return anything.
Hence the reason, they tend to have it out all over the floor to check it as happened to me in SM Appliance store last year, what a picture, 4 members of staff with my water cooler, toaster and juicer all over the floor being checked out prior to letting us purchase it.
It took over 1 hour to purchase 3 items, in the UK, the office of fair trading has just re-iterated new guidelines to consumers about returning faulty goods, you will be pleased to hear John that you can take any item back up to 6 months, and it is the responsibility of the outlet or shop to exchange the item, or if they cannot, offer a rull refund, and consumers must stand firm on their rights, even though the outlet may attempt to fob off the customer.
Its reassuring legislation, in the Philiippines ? hmmmm I do not think so, hence my reluctance to purchase anything of any value there.
Good story John,
# 21 john said:
Good idea Pete.
I was looking at Tesco prices and that would be a good price even with shipping costs