I think Eddie would probably “smile” by the Title of this entry.
I would agree that service standards in Singapore are not really good. But one of the reasons are also because the customers themselves are not “good” either. Especially Singaporeans. I remember the my retail days, we would see alot of those execs, in shirts, pants, blouse, walk by our counter. Came in to try our massage machines, laugh at their own groups then walk off without even saying thank you. There are some other execs whom ask for discounts like as if we sales person OWN the company. Asking sales person to forgo our commission for their discounts without knowing that by selling the pathetic mini machine, the most we get are around $5, $10 or max $50 for a massage chair.
Another most common sight. Execs love roadshows! Perhaps its partially because their office is around the corner and they just drop by. But, they are also very impatient! The most impatient type of Customers I can say. They want good bargain, they feel that they are the most “superior” customers. They do not want to wait. Do not want to queue. Expect the sales person to treat them like KINGS & QUEENS. Oh please…. The spending power from Execs in Singapore? Miserable.
Alot of times, you might see some uncle/ aunties walking around town wearing quite shabbily. Please do not feel that they do not have much spending power. Amazingly, some of those are those whom are really RICH!! Do not bargain much, doesn’t mind to wait and treat sales person with respect! Once my ex-manager closed a massage chair sale with full payment in cash! The customer is a uncle whom wear those plain shirt/ tugged out, with berms and hair is kinda messy. Bringing his elderly parents to the roadshow at taka basement. Of course, not all sales person will wanna serve someone like that as well.
Anyway, yesterday Eddie & I were at the Starhub Roadshow at Suntec. Eddie needs to get the MaxMobile Surflite and another new mobile line for his Account Executive. We met one irritating staff with poor customer service and another is a extremely LOW EQ customer.
The Staff – I felt he doesn’t really wanna attend to us. Because there are 3 guys standing together and chit chatting away. Even though he sees Eddie is looking at the brochures, he didn’t bother to attend. It was only then Eddie approached him instead. Then he gave us all those stupid answers. We asked 1. We want to sign up for the Max Mobile. Then he answered “Oh Sorry, I do not do that, you have to approach the counter at XXX, my side do mobile only.” Then our 2nd question “Ok, then how about if I need to sign a new line”. He asked if we wanna continue the contract or its a 2nd line under the name. We said the latter. His reply was “Oh sorry, then you have to check with the sales counter. My side only do mobile line” Which is soooo DUH!!! So what the hell do you know? We then walked over to the MaxMobile Counter and the staff there was much much more professional. Excellent service and candid way of speaking with good body language.
Actually we took around one hour to finish all our transactions there. Reason is because their PC hang when they tried to do the submission. Eddie was there standing all the while. Only sat for like 5min. When we went to the cashier, we notice the staff wrote the price wrongly for the phone. Instead of correcting on the spot. The cashier wants us to walk back to the counter and get the staff to amend. Which is kinda stupid actually. Ended up we have to queue again to do the payment. Can see from Ed’s body language that he is already abit “pissed” of the wait. Thus, I told him I’ll go queue for the vouchers (free gift) first.
Low EQ Customer – When the lady was preparing for my voucher. There is this FAT Exec Guy came over to the counter and say “SPEAK TO THAT GUY!” Referring to the staff behind the counter. I figured out that this couple might be there for quite sometime as well. Then the staff referred him to the wrong counter to collect the freebies. Then he kept slapping his papers on the desk as if asking the lady to speed up my redemption. But the 2 of us.. IGNORED his prescense. Suddenly there is a loud bang behind me. I turned around, saw like 5 or 6 shopping bags on the floor. Turned my body more. I saw another “OL – Office Lady” Slamming her handbag on the bench nearby. Immediate thought on my head “BO LIAO, CHILDISH, LOW EQ, NO MANNERS” They are a couple. No one picked up the bags. The lady giving the vouchers also can’t be bothered with the couple. Asked me slowly on what vouchers I want, I also in turn tell her slowly. Then politely said my thank you, turned around, gave the Man a glance, then walked off.
When we are going down the escalator, we saw the OL walking back. (Middle Age OL) Her face was damned piss off lor. But what’s the point of throwing all those shopping bags on the floor? Someone still gotta pick them up right? Isn’t it more embarrasing to pick them up? If you want to come to a roadshow, you must be prepared that there are more consumers. So be prepared to wait! Stupid Couple.
I simply hate it when I see people who treats others without respect. It never harms to say a “Thank You” or “Smile” to a sales person/ service staff. Everyone deserves to be respect.
Lastly, never under estimate those who wears shabbily, they might be earning far more than you!!! They might know how to spend more wisely than any one of us!