''Service'' and acceptance,food for thought

[BKKSTAN]

After posting about my banking experience,the thought occurred that there is a big difference between Thai and falang ''service'' expectations in a general sense.The feeling that ''I'' get is that the most important person in a Thai business is the owner,boss,manger etc. etc..What I am used to is ''the customer is the most important person''.If you complain about the service or get upset,you lose ''face'' infront of the Thai observing,which is a bigger issue than your perceived initial problem.Now I try not to show that I am upset when my expectations of service are not met.But I definitely look for the businesses that make me feel that I am important to them.
I have an American friend that is always so happy.I have wondered why are her experiences so much more fun than mine?I ''think''I have figured it out.Although she lives here,she seems to usually pay the asking price, living like there is no tomorrow and the result is she makes lots of ''friends''.Kind of like me when I was a tourist!Acceptance seems to be her key!Food for thought.

[Bellmondo]

Wellcome to Thailand!!!

[arjay]

If I may follow up your point about customer service, my observations are that here most are only interested in making the sale, at whatever cost. The concept of after-sales service barely exists. The fact that they make a sale today is all that matters. They don't think about things like repeat business, or that a happy customer comes back.

If I am looking at clothes in a shop, they will thrust anything at me, regardless of whether I am actually looking for that item.
I have had them offer me brown sandals, even when I showed them that I was looking for black shoes.

When trying on clothes, I have had sales people tell me that it looks good, when clearly it didn't. When I commented that it looked very tight, they replied it's the style.

When I took back some new shoes a mere 3 days later, because they sqeaked, they simply weren't interested and when I tried persisting, they pointed out that you must return them within 24 hours if you have a problem.

Though conversely, in a large professional car showroom operation, they collected my new car from my home, took it to install an alarm system, and returned it to my place of work. So some know how it works.

[businessman]

I noticed over the years that when my wife goes to buy something she will often chat for ages with the sales person as if she has known them for years.She says that Thais like to "build" a relationship of sorts with all that they do business with and that it is through this relationship that good service comes.As farang we might tend to jump straight in and buy and so end up with what we view as poor service.I have endeavored to follow her approach and it has paid dividends over the long run.Most noticeably is the ability to,should you wish,move up a queue where the norm can be to serve Thai before farang even if the farang arrived first.Only trouble is you have got to speak a little Thai and invest some time.

[Roadman]

Agree businessman.
The same applies with my wife. There does not seem to be any rules in Thailand that apply to her in regards of complaints, requests, returns etc. - she gets her way but the shopping process (Yack -athon or barter - athon) in the first place is a long drawn out process.

The same applies here with thai resturants and thai market shops - hell I can recall where she has taken things back weeks later with no sales docket, and she who rules and the thai shop assistant are in immediate discussion about what would be better. It is the personnel relationship that is the key.

[businessman]

If you take some time to be nice to the staff at your local financial institution you might find yourself treated as a Thai.

[FrazeeDK]

I concur with the first posting.. If you blow your top and do a war dance when you have a business problem over here you can bet one thing; the party you're complaining to will probably smile goofily and then totally be at a loss a how to deal with an irae Falang. The best bet is not to blow up, but try to maintain your cool and address the problem firmly but with a smile.. I can state from experience that getting crazy angry has just made me look foolish.. I learned the hard way and caught much flack from the TW about not having Kreng Jai.. Of course, in some instances I may have lost with the business complaint but won in my own heart morally for verbally dusting the offending sales person..
On dealing with sales people, I also agree with the posting that developing a smiling relationship with the sales folks is the best bet.. Since both my TW and I are in our 50's we can leverage the aunty/uncle thing and in general get fine service.. We usually end up getting interrogated with the usual; married how long, how many kids, where ya from and we're willing to chat up the clerks (with the wife being the chatterbox). When we've taken items back to Big C, Robinson's, and Tesco, we've always gotten a quick and polite exchange of items.. Now then, getting a cash refund can be daunting but if you're firm you usually can get it, although all 3 of the stores listed first pushed us to do an exchange..
Of course the original post on getting the ATM card snatched and terrible bank support is something that I probably couldn't have completed. In my case I'm sure I would have popped a vein in my head way before getting anything resolved and been found lying dead, cellphone in hand...

[BKKSTAN]

The relationship ,real food for thought.Thanks

[arjay]

I certainly agree with the comments about keeping one's cool and seeking to establish a rapport with sales or office staff, (or indeed in any situation), which is very much my approach. I certainly don't get stroppy, shout or demand things.

I do however stand by my comments about the general tendency of sales staff in Thailand seeking to make a sale, regardless of whether the product is suited to the customer, or indeed even what he is looking for.

[Dakoda]

It seems when I am out to buy a large (cost) item, the sales people always have another item they want me to buy instead. I will look, but end up (not understanding a word) just walking off to go back to the item I came for and let TW deal with the sales people. There must be a commission in pushing some stuff! You would think they would be trying to sell the most expensive model of a item, but it always the cheapest. Not like the states, where they bait and switch Hmm, maybe they think we (I) like cheap junk

[businessman]

I do however stand by my comments about the general tendency of sales staff in Thailand seeking to make a sale, regardless of whether the product is suited to the customer, or indeed even what he is looking for.

Very true.It is also wise to do a little research on a product before you go as product knowledge by the salesperson is often minimal.They will often say yes to a question even if they do not know the answer,as to not know is to look dumb and lose face.

[PopsIcafe]

Usually when I enter my bank (Bangkok Bank), the lady who set up the account see's me enter, takes my deposit and moves me up front of the line. I really don't mind this but the looks I get from the Thai's who are doing the samething, when a falang is move up front of them.

As far as service in my internet cafe, the customer is very important here and we try to provide the best service. I value the customer and so does my wife. I like having them return and use my computers. I'm hoping to have a faster ISP, and new computers here soon. I have to do more research and to make sure what I want will be the best for my customers.

Pop's

[yorkman]

Yes ok Pop's, but you are doing what farang do as a business owner; you know full well that the customer is individual. What is being discussed is the attitudes of Thai to business sometimes, although its far from universal if you actually deal with the business owner.

The attitude of shop assistants who are on a pittance, and really only want to see closing time is pretty much the same the world over IMHO. Some are good and some are bad.

[Thai_1_On]

My own experience would be with the the government employee's at the Bangkok Airport. When we arrived I had no problem but for some reason one of the girls had a problem with TW's paperwork. I didn't really didn't know any better so I just started talking to both the girl that just cleared me and the Police officer there. All though my Thai is not very good I just joked and made small talk with them and before long the girl that didn't like TW paperwork starting chatting along too and a few minutes later she said "mai pen rai" and we where on our way.

[aj]

these salesgirls are taught to sell, they are just not taught to sell properly . so they are just doing what they are told to do ,annoying as it might be. My guiess is that in some stores where maybe tha staff stay longer the teaching is a little better . Most satart off ok , wanting tom know how they can help and what customer is looking for , sadly they then have little or no product knowledge to fullfill customers need and so resort to throwing anything in said ciustomers direction in the vain hope that something will strike interest. It rarely does . What Can be amusing though is to see where it can lead . Best i HAVE HAD WAS IN Global where a really helpfull chap offered me cement waterproffing in place or swimming pool grout. To be fair though global offer a better service anyway as at least some of the staff do understand what there products actuley do. Like most folk on here though I find that talking to them and laughing ,making a joke of it all at least gets tyhem in helpfull mood and then if they dont know they will try and find someone who does.

[Prenders88]

[quote="Pop-pop's Net and Games"]
As far as service in my internet cafe, the customer is very important here and we try to provide the best service. I value the customer and so does my wife. I like having them return and use my computers. I'm hoping to have a faster ISP, and new computers here soon. I have to do more research and to make sure what I want will be the best for my customers.

That yard you have behind the shop would make a nice beer garden

See you on the 20th March, I'll be in Udon for six weeks.