You know, the other day John made a post about customer service in the Philippines. He had some things to say that I really agreed with. One of the things he specifically pointed out was the bagging of the goods purchased. I wanted to look at this a bit more.
When John posted about customer service, a number of people commented that the customer service was already good enough here, or that it should not be “Californiacated” or something like that (not trying to give you a hard time, Dave, just using the example). Because of some of these comments, I just wanted to clarify a little bit, from my perspective. I can’t say that my experiences and Johns are a perfect match, but I know that Feyma and I have talked about this subject for years.
We have a large family, and usually when Feyma buys groceries there is a large amount. In this case, the “bag boys” don’t put it in bags, they put it in cardboard boxes. Of course, they ask her which she prefers, but she always goes with boxes. Now, the problem comes in when the guys don’t really know how to box the stuff up right. For example, Feyma has purchased a bag of potato chips, and a bunch of canned goods (as an example). Without exception, if she is not watching the process, the bagger will put the potato chips at the bottom of the box, and throw 40 cans of canned food on top of the chips! Of course, when she gets home, all the chips are crushed. Or, she will have eggs, and heavy goods will be placed on top, and 1/3 of the eggs are broken when she arrives at the house. These are the things that come to my mind when John talks about customer service and the proper bagging or boxing of the purchase.
So, I just wanted to point out that in our case, we are not looking for service that matches US standards, and we are quite happy that the employees are usually cheerful and polite. But, common sense must also be used. No matter if you are Filipino, American, British or from anywhere else in the world, you don’t like coming home and finding out that all your eggs are broken due to improper packing!
A week ago, a bagger at Walmart put my baby's snacks and a big pack of fresh shrimp together in one bag. I didn't realize it until we reached home. It was too late to complain. Now, I'm confused who's got the better/higher bagging standard.
Hi Kiarizona – I know, it happens in the States too. The difference is that it happens here EVERY TIME, if you are not watching. I have indeed lived in both places, I know where it happens worse. I am just pointing out my experience. And, yes, I had plenty of smashed chips and broken eggs in the States. It's just worse here, that's all.
Haa haa you liked that Californicate reference, admit it Bob 😉
Yes, I will cry uncle and give you that issue on "dumb" bag packing, hand's down. In some supermarkets they stil use boxes, a much better alternative, I think, than the ubiquitous plastic bag, but Henry Sy likes those ugly green bags, and OPEC does to, they are very wasteful of petroleum. I saw piece in the Manila papers about 3 weeks ago that said SM was going to go to a re-usable bag concept for Hypermart …our UK readers should be able to shed light on this, it's been common in England since I lived there … in fact when I shopped in British supermarkets you were expected to have your own bag/basket.
I haven't had near the problem some have had here becuase of two techniques some might want to try.
Mita and I go to Hypermart together whenever possible. One feeds the groceries to the checker and the other supervises the packing and the placement in the cart.
The other half of the equation is to feed the items in orderly groups so that the cans go in one bag, the fresh veggies in another, the frozen and perishables in another and the eggs and bread are given up last. They either go on top automatically or go in their own bag, last. Nothing heavy can go on top when they are the last items.
This not only avoids the worst of the packing fiasco's it makes putting the food away at home about 10 times faster
you know I shopped in SM supermarket today and it was a real pleasure. The people were helpful and at checkout the girl was a trainee bagger. She was more than happy to let me show her how to bag stuff properly and the cashier was giggleing about me teaching. Hopefully now we have at least one bagger that can properly bag items.
You have baggers in the US too? Here in Belgium we had to put everything in the bags ourselves. Now there are no more bags. We have to bring our own bags or box. Something about saving the environment crap.
Hi Dave – Yep, you got me, I do like your "Californicate" word! It's one that I'll remember! Thanks for your excellent tips on shopping!
Hi Louis – I can see you now! If the training doesn't work out, maybe they will hire you on! If you go to work there, I'll go to your line every time, because I do believe that you know your business! And, I'll even give you a P5 tip on every visit! You'll be rich!
Hi Luc – It must have something to do with Al Gore. 😉
Hi Bob,
Exactly my thoughts! Good customer service is plain good customer service, it's not American, European, etc. Clearly, baggers who can't pack properly (whether in or outside the Philippines) were not trained – it also would have helped if they had a little bit of common sense. Am I asking too much? 😉
Hi Tina – My thoughts exactly!
I love the PI but it IS NOT a bastion of common sense ! As a filipino once mentioned to me…" there is the right way , and there is the filipino way ! "
Bob- You're really funny, ya know?
Brian- You know what they say about common sense, it's not too common. Kinda like the guy that tried to mug me in Cebu… not a good idea to mug a guy that's ex-army and has martial arts training.
Bob,
I remember one time, after hearing me complain about people's lack of common sense, my Dad telling me "They won't be doing what they're doing (meaning, their type of job) if they were as smart as you." Definitely gave me something to think about…
Hi Brian – Well… as much as I hate to say it… there is some truth there.
Hi Louis – You mean you aren’t up for that? Ha ha…
Hi Tina – Feyma has used the same statement on me! Sometimes I will get upset about the maid doing something stupid, and Feyma will tell me that if she was smart, she wouldn’t be a maid, would she? Ha ha… what can I say or do?
Hi Jerico – You have a point there!
on the contrary Brian and Tina, the philippines IS a bastion of common sense… but only for their own self interest. Why do they need to put effort in sorting and packing stuff if it wont do them good. Why would they pack it the right way, if they can pack it their own way. Filipinos are like that. unless you complain, they will just do the things they wanna do. Ironically, Filipinos are not the complaining type. Eventhough they are being wronged or something, most Filipinos would choose to stay quiet, as if complaining is a sin. Sometimes I really hate how things are done here in my country.
Hi Bob,
Just wanted to clarify something. I am not belittling the work done by baggers, waiters, maids, etc. On the contrary, I admire them as I am a firm believer in the dignity of honest labor. My thoughts were more along the lines of are we, then, expected to lower our standards because they don't know any better or should we help them improve and better themselves? We, Filipinos, are known for our hospitality and congeniality. This, coupled with good customer service, is a win-win situation! I also believe that the Filipino can do better, and this is where proper training comes in.
Hi Tina – Yep, I understand what you are saying, and it is very similar, if not identical to my feelings. From some comments on some of my posts, I feel that when I write about something that I feel needs improvement here, some people feel like I'm just complaining. That's not the case. There are so many things that I love here, and when I point out something that I feel needs improvement, I am just trying to do my small part to help improve the place.