Can somebody from the Postal Department explain exactly the process of receiving/sending mails/parcels in Brunei, please?
Until today I still do not understand how it can take almost 3 weeks for a letter from the UK to be delivered to someone in Brunei. This happened many times to us. For example, about 3 weeks ago, we sent a letter to Brunei. It was an important document but not too important for us to fork 45GBP to send it through DHL. So, we sent using an express UK mail service. With a given tracking code, we could track the letter through the internet. It was express alright, the letter reached Brunei in 2 days time. Unfortunately, the tracking system only applied in the UK so its whereabouts in Brunei, God knew! Thinking that it should arrive in safe hands within a few days, we were happy.
We were wrong. 2 days ago, the intended recipient asked where the letter was. We were gobsmacked! Finally, today we were told the letter has now finally arrived. It took exactly 18 days: 1 day in UK, 1 day travel, 16 days in Brunei.
Really, the term ‘snail mail’ literally applies to Brunei mail. What happened?
I don’t know about anyone else but a good, reliable postal service is crucial in providing a healthy and conducive business environment. Millions of e-bay UK sellers, for example, depend on the reliability of the UK postal service to deliver the goods in timely manner. Sending anything ‘First Class’ will usually mean next-day delivery wherever you are in the UK (the first time I experienced this, it knocked my socks off! haha). And you can claim for compensation if item is lost or damaged by the Post Office. So if the e-bay VP who is now in Brunei knows about the postal service in Brunei, I’m sure he will devote half his talk about the importance of a reliable delivery system.
Anyway, this is one service that can and should be corporatized (Read: the salary of all employees will depend on their ability to send letters/parcels quickly) so hopefully it can become efficient. I hear it’s in the pipeline. So, a big GOOD LUCK wish from me!
Salaam.
Showing posts with label service. Show all posts
Showing posts with label service. Show all posts
Wednesday, 12 November 2008
Sunday, 1 June 2008
Consumer Loyalty Switch
I received the email from RBA informing that they have achieved the e-ticketing target. So, what does that mean? Would they be able to improve their performance and sales? Because I can tell you that our loyalty to our national carrier has now been transferred to another, due to their poor service and sales strategy.
It happened about 4 weeks ago. When I received the (most) distressing news (ever in my whole life) from my sister, we wanted to fly home immediately, as in the very next day. It was on Saturday afternoon. I called RBA London and was answered by a machine saying that the office was now closed. I was shouting my heart out! This was Saturday afternoon in England! For goodness sake, why the BL**DY H*LL are you closed?!! Saturday in England is like THE day for business to make a lot of money.
Then we tried the RBA website. And guess what, the earliest travel date that I could book from their website was in the next 48 hours! I was gobsmacked! How ridiculous is this? RBA website is not some travel agent’s website trying to sell other airlines’ tickets. It is selling its own tickets, isn’t it? Why isn’t the website connected to their booking system? Honestly, I nearly fainted! Furthermore, the price it quoted me to travel in 3 days time (the earliest available seats) was double the normal ticket (about GBP1200 per person, if I’m not mistaken). Now where is the economics in that? Aren’t few cheaper seats better than empty seats? Charging higher fare for the last few seats is only justifiable and economically sound if there is no other airline travels to the same destination.
So, my husband calmed me down and suggested that I tried Singapore Airlines. Lo and behold! Within 5 minutes, the website gave me all the combinations of the travel dates that I could purchase, as early as the very next morning! And the prices…oh sweetness… (Thank You ALLAH!) were about GBP700 for an adult and about GBP500 for a child RETURN tickets inclusive of tax and services.
And YES, it was the double-decker Airbus 380. “WOW…” was the word uttered by my 2 daughters when they entered the aircraft.
And... RBA has lost in sales of 4 used-to-be loyal customers.
What I like even better is the fact that the SQ offered a straight, uninterrupted journey to/from Singapore, which is fantastic especially for my children. They get to have enough sleep. They sleep, we sleep. And therefore we wake up happy. Unlike RBA. We have to make a transit in Dubai, which honestly is the MOST annoying thing to do for travellers with children, especially the journey returning to London. Just imagine parents travelling with small children, who have to be woken up from their sleep- grumpy and tired, just to get off the aircraft and make a long walk along the Dubai airport just to board the aircraft again in 15 minutes. It is ridiculous!
And after sampling A380, with its fantastic uninterrupted, perfectly working personal screen in-flight entertainment [don’t even let me start on RBA’s in-flight entertainment! Which has to constantly be reset by the air-stewardess which results in my children getting angry and I (almost always) bang my head on the screens], my husband and I have promised ourselves that WHENEVER POSSIBLE, we will not use RBA for any long distance journey again. EVEN if there is a price difference. Because some things, such as COMFORT and peace of mind, are simply priceless.
I am no expert in airlines or even travel business but I’m sure it is all about satisfying customers. Plus the airline business is also in a perfect competition market. If RBA continues its shoddy sales strategy, funny flight route combinations and poor in-flight entertainment, I’m not surprised that it will be losing more and more of its customers.
Salaam.
It happened about 4 weeks ago. When I received the (most) distressing news (ever in my whole life) from my sister, we wanted to fly home immediately, as in the very next day. It was on Saturday afternoon. I called RBA London and was answered by a machine saying that the office was now closed. I was shouting my heart out! This was Saturday afternoon in England! For goodness sake, why the BL**DY H*LL are you closed?!! Saturday in England is like THE day for business to make a lot of money.
Then we tried the RBA website. And guess what, the earliest travel date that I could book from their website was in the next 48 hours! I was gobsmacked! How ridiculous is this? RBA website is not some travel agent’s website trying to sell other airlines’ tickets. It is selling its own tickets, isn’t it? Why isn’t the website connected to their booking system? Honestly, I nearly fainted! Furthermore, the price it quoted me to travel in 3 days time (the earliest available seats) was double the normal ticket (about GBP1200 per person, if I’m not mistaken). Now where is the economics in that? Aren’t few cheaper seats better than empty seats? Charging higher fare for the last few seats is only justifiable and economically sound if there is no other airline travels to the same destination.
So, my husband calmed me down and suggested that I tried Singapore Airlines. Lo and behold! Within 5 minutes, the website gave me all the combinations of the travel dates that I could purchase, as early as the very next morning! And the prices…oh sweetness… (Thank You ALLAH!) were about GBP700 for an adult and about GBP500 for a child RETURN tickets inclusive of tax and services.
And YES, it was the double-decker Airbus 380. “WOW…” was the word uttered by my 2 daughters when they entered the aircraft.
And... RBA has lost in sales of 4 used-to-be loyal customers.
What I like even better is the fact that the SQ offered a straight, uninterrupted journey to/from Singapore, which is fantastic especially for my children. They get to have enough sleep. They sleep, we sleep. And therefore we wake up happy. Unlike RBA. We have to make a transit in Dubai, which honestly is the MOST annoying thing to do for travellers with children, especially the journey returning to London. Just imagine parents travelling with small children, who have to be woken up from their sleep- grumpy and tired, just to get off the aircraft and make a long walk along the Dubai airport just to board the aircraft again in 15 minutes. It is ridiculous!
And after sampling A380, with its fantastic uninterrupted, perfectly working personal screen in-flight entertainment [don’t even let me start on RBA’s in-flight entertainment! Which has to constantly be reset by the air-stewardess which results in my children getting angry and I (almost always) bang my head on the screens], my husband and I have promised ourselves that WHENEVER POSSIBLE, we will not use RBA for any long distance journey again. EVEN if there is a price difference. Because some things, such as COMFORT and peace of mind, are simply priceless.
I am no expert in airlines or even travel business but I’m sure it is all about satisfying customers. Plus the airline business is also in a perfect competition market. If RBA continues its shoddy sales strategy, funny flight route combinations and poor in-flight entertainment, I’m not surprised that it will be losing more and more of its customers.
Salaam.
Sunday, 23 March 2008
The Dilemma of SME Part 2
Other issues faced by the SMEs in Brunei are the small market size and the lack of production incentives. With our population of about 380,000 really does not make Brunei an attractive place for any production or businesses. The small market size is further aggravated by cheap competition from import and high local cost.
Of course, somebody would reply that Brunei's SMEs should not limit themselves to the domestic demand and therefore should explore the regional and even the world market. True. But in truth that is easier said than done. Heeks (1998) in his paper (click here) pointed a number of related problems. First, he pointed that Brunei is an island of wealth in the sea of local poverty, at least in Borneo island itself. But it is also true in the context of ASEAN. Brunei is the second wealthiest country after Singapore (measured by the GDP per capita) which is followed by Malaysia and then Thailand. The remaining ASEAN countries are all earning less than US$1000 per capita – they hardly can become our potential markets! Second, where regional markets exist, someone has got there first, producing high quality products at low cost, thus presenting entry barriers to new-comers especially, one that lacks competitiveness.
Now, I’m not trying to be negative but sometimes we have to be realistic. I believe, in order for our local (and weak) SMEs to take their chance in the regional market, let alone the global market, they need assistance. For example, they need to know just what types of products to produce (for e.g. products that have high import growth rates in the global market) given their capabilities. And then of course they will also need (continuous) help in the area of capacity building to increase the products’ competitiveness especially in terms of the quality. Now, my question is, have we got these in place?
OK before we go further into the discussion of providing supports for export-production, let’s first look at the supports for local production. What incentives are we giving to the local producers? You would probably be thinking of the recently reduced corporate tax. Is that enough? The corporate tax, first of all, is not payable by sole proprietorships, which makes up a large chunk of our private sector. And then there is the ‘pioneer status’ scheme, but then again does it apply to a large number of our local SMEs? Correct me if I’m wrong but I think both the corporate tax and the pioneer status scheme are more directed towards the attraction of foreign investors (which I am in support of!). Now, my question again, what then are the incentives we are giving to the local small and medium enterprises? Our SMEs don’t even have complete access to crucial information such as market demand, input costs, availability of sources of production so on and so forth! And so how do we expect our local SMEs to go abroad and compete when they are not even developed domestically.
Now, back to the issue of the small domestic market. How do we then overcome this problem? At the top of my head, we can do this in 2 ways. One, through the natural population increase, which would take AGES! And two, through migration. OK, maybe in our case, not migration per se but we need to find ways to attract foreigners to come and spend in the country. How? One, we need to increase the number of tourists coming to Brunei. The tourism department, from the looks of it, is putting a lot of effort into this. [It’s ashamed really, that the apparent lack of policy co-ordination among other departments somehow weakens the effort (perhaps another post on this one)]. Two, we can attract foreigners who have high purchasing power to come and stay in Brunei. Brunei, being a tax haven has already 'the' appealing factor for anyone to come and live in the country :). However, there is a larger policy implication which is related to another policy taboo – land and property foreign ownership. Now, I’m no expert on this but personally I don’t really see the harm in allowing foreigners, who can make ‘economic contributions’ to purchase properties for the sole purpose of occupation (see for example how Singapore is doing it). Just imagine the spin-off effects of this policy! We can expect a boom in the housing sector and the construction industry, and then of course, the increase in the demand for ALL goods and services which will have the desired direct effect on our local SMEs. Oh I can picture a shift in the aggregate demand for Brunei! (And only then we can seriously talk about providing world-class services be it in education, health etc..)
Oh dear, there’s so much to think of! I do hope I am NOT the only one thinking about this. And while thinking is good, but please for the love of Brunei, DO something about it. I will probably write more on this topic.
Salaam.
Of course, somebody would reply that Brunei's SMEs should not limit themselves to the domestic demand and therefore should explore the regional and even the world market. True. But in truth that is easier said than done. Heeks (1998) in his paper (click here) pointed a number of related problems. First, he pointed that Brunei is an island of wealth in the sea of local poverty, at least in Borneo island itself. But it is also true in the context of ASEAN. Brunei is the second wealthiest country after Singapore (measured by the GDP per capita) which is followed by Malaysia and then Thailand. The remaining ASEAN countries are all earning less than US$1000 per capita – they hardly can become our potential markets! Second, where regional markets exist, someone has got there first, producing high quality products at low cost, thus presenting entry barriers to new-comers especially, one that lacks competitiveness.
Now, I’m not trying to be negative but sometimes we have to be realistic. I believe, in order for our local (and weak) SMEs to take their chance in the regional market, let alone the global market, they need assistance. For example, they need to know just what types of products to produce (for e.g. products that have high import growth rates in the global market) given their capabilities. And then of course they will also need (continuous) help in the area of capacity building to increase the products’ competitiveness especially in terms of the quality. Now, my question is, have we got these in place?
OK before we go further into the discussion of providing supports for export-production, let’s first look at the supports for local production. What incentives are we giving to the local producers? You would probably be thinking of the recently reduced corporate tax. Is that enough? The corporate tax, first of all, is not payable by sole proprietorships, which makes up a large chunk of our private sector. And then there is the ‘pioneer status’ scheme, but then again does it apply to a large number of our local SMEs? Correct me if I’m wrong but I think both the corporate tax and the pioneer status scheme are more directed towards the attraction of foreign investors (which I am in support of!). Now, my question again, what then are the incentives we are giving to the local small and medium enterprises? Our SMEs don’t even have complete access to crucial information such as market demand, input costs, availability of sources of production so on and so forth! And so how do we expect our local SMEs to go abroad and compete when they are not even developed domestically.
Now, back to the issue of the small domestic market. How do we then overcome this problem? At the top of my head, we can do this in 2 ways. One, through the natural population increase, which would take AGES! And two, through migration. OK, maybe in our case, not migration per se but we need to find ways to attract foreigners to come and spend in the country. How? One, we need to increase the number of tourists coming to Brunei. The tourism department, from the looks of it, is putting a lot of effort into this. [It’s ashamed really, that the apparent lack of policy co-ordination among other departments somehow weakens the effort (perhaps another post on this one)]. Two, we can attract foreigners who have high purchasing power to come and stay in Brunei. Brunei, being a tax haven has already 'the' appealing factor for anyone to come and live in the country :). However, there is a larger policy implication which is related to another policy taboo – land and property foreign ownership. Now, I’m no expert on this but personally I don’t really see the harm in allowing foreigners, who can make ‘economic contributions’ to purchase properties for the sole purpose of occupation (see for example how Singapore is doing it). Just imagine the spin-off effects of this policy! We can expect a boom in the housing sector and the construction industry, and then of course, the increase in the demand for ALL goods and services which will have the desired direct effect on our local SMEs. Oh I can picture a shift in the aggregate demand for Brunei! (And only then we can seriously talk about providing world-class services be it in education, health etc..)
Oh dear, there’s so much to think of! I do hope I am NOT the only one thinking about this. And while thinking is good, but please for the love of Brunei, DO something about it. I will probably write more on this topic.
Salaam.
Wednesday, 19 March 2008
New SME Financing
When I read today's news (see here and here) I thought, oohh that was fast! (i.e. the response to my previous post) haha.
It was indeed a welcoming development made by the Standard Chartered Bank to offer a collateral-free Business Installment Loan. I don't know what the interest rate is, but I suspect it would probably be as high as the risk involved. SCB is, after all a commercial bank. The detail of the financing scheme can be found here.
However, the scheme is not for start-ups. It is meant for businesses which have been up and running for at least 3 years. Therefore, I hope our local businesses will only participate when it is absolutely necessary.
The issue of start-up financing, thus still remains.
Salaam.
It was indeed a welcoming development made by the Standard Chartered Bank to offer a collateral-free Business Installment Loan. I don't know what the interest rate is, but I suspect it would probably be as high as the risk involved. SCB is, after all a commercial bank. The detail of the financing scheme can be found here.
However, the scheme is not for start-ups. It is meant for businesses which have been up and running for at least 3 years. Therefore, I hope our local businesses will only participate when it is absolutely necessary.
The issue of start-up financing, thus still remains.
Salaam.
Sunday, 17 February 2008
Which Bank? - Reply to Anonymous
I received this comment/question in my previous post. At first I just wanted to reply in the comment box but as I was typing, my reply got longer haha! So, I've decided to put this as today's post. The person has also gathered some information about banks in Brunei which I feel could be useful to those who are in the same situation as hers/his.
Hello Anonymous,
Thanks for regularly visiting this blog.With regard to your banking question, Gosh I don't know what to say really. I'm no expert to say one bank is better than the other (unless they pay me to hahaha) because each bank has its own services, charges etc.
Anyway, I think you have done your homework (i.e. comparing bank charges etc) and now what you need to think about is what services of a bank that you are looking for. Is it just for an everyday banking (where you can deposit/withdraw money at any time of the day) or is it for a long-term saving (such as time or fixed deposit)as dif banks have dif products.
Personally, I put my money in a few banks in Brunei. NOT because I'm rich (hehehe who knows one day?) but because of the different services. For instance, my gaji and my everyday banking is in 1 local bank (which has many ATM machines located in convenient places). For my regular saving I use another local bank which offers a better return than the first bank and also gives me freedom to withdraw the money whenever I want (unlike some local banks which require you to write a letter etc). For our time/fixed deposit we (my husband and I) use another bank which obviously offers the most competitive rate and islamic. And lastly, because I travel a few times in a year, it gives me a peace of mind to have a bank that I can access to wherever in the world. So I use 1 international bank which gives me this service (of course with a cost/fee). So, there you go!. 4 banks in all and I'm not even remotely close to being a millionaire hehehe.
With regard to my opinion of the banking service in Brunei, well I've had my shares of good/bad experiences and let's say generally I concur with the general opinion that banks= money leechers HAHAHA. But I tell you, with wit and proper research, you can beat these banks at their own game! The Rule of the Thumb however is to try NOT to borrow money from them. Or even if you have to (eg. credit card) you MUST always pay what you owe ON TIME.
I must say you all are very lucky that you don't get to be tangled up in a big-bad borrowing situation. Thanks to the government's directive on personal loan capping introduced a few years back. I tell you, it WAS madness! People were borrowing beyond their means the moment they were employed (in the government sector of course). And those borrowed money were spent mostly on some unnecessary items such as big, expensive cars and large and lavish weddings. (If there are people out there who borrowed for some worthy cause, then I respect.) They were even some idiots (sorry but I HAVE to use that word) who borrowed at 9% interest rate and put those money back in the bank in a form of fixed deposit which only had about 3-5% return. I mean HOW did these people think, is still beyond my comprehension!
Anyway, good luck with your new job and finding a good bank. And thanks again for reading this blog. My hope is that something good would come out of it. I never intend to belittle anyone. I just hope we Bruneians get to think before we do something that sometimes can be life-altering. Haha look I've become emotional!
Salaam.
P.S Anyone working in the banks are WELCOMED to sell their services *wink*
Which bank do you feel offers the best service here in Brunei? I just
started working and have been using the bank (TAIB) that my parents have
allocated - which is basically the normal you get the card - passbook, withdraw
your money but non-interest being accredited if I'm not mistaken.I realised, the
non-abundance of ATM machines available for TAIB which annoyed me to some extent especially when the nearest TAIB ATM machine has been out of cash. So I started to think about the competition, and did some research of my own by getting the tariff of charges, services offered through each banks' website. I found out that HSBC and Baiduri Bank have the most ATM machines here in Brunei. But then again when I check the tariffs/service charges for HSBC, it is shockingly steep!
Just having an ATM card is BND 20 per year, and if your balance falls below the
minimum thats another charge. Standard Chartered offers considerably less, with
BND 12 per year for the ATM card. Baiduri Bank however did not disclose their
tariffs/service charges - sometimes it makes me wonder if that is why they have
been cited as the "Bank of the Year" by the Banker's magazine. "Bank of the
Year" in this context is which Bank gets the most profits in the country -
typically from ATM charges, services charges and foreign exchanges transactions
- possibly from Investments, I'm not quite sure. Should I just stick to TAIB
Bank, no-frills account with the free ATM card, no penalties whatsoever for
having only the minimum balance? I would be happy to know your views - it could be insightful to read.
Hello Anonymous,
Thanks for regularly visiting this blog.With regard to your banking question, Gosh I don't know what to say really. I'm no expert to say one bank is better than the other (unless they pay me to hahaha) because each bank has its own services, charges etc.
Anyway, I think you have done your homework (i.e. comparing bank charges etc) and now what you need to think about is what services of a bank that you are looking for. Is it just for an everyday banking (where you can deposit/withdraw money at any time of the day) or is it for a long-term saving (such as time or fixed deposit)as dif banks have dif products.
Personally, I put my money in a few banks in Brunei. NOT because I'm rich (hehehe who knows one day?) but because of the different services. For instance, my gaji and my everyday banking is in 1 local bank (which has many ATM machines located in convenient places). For my regular saving I use another local bank which offers a better return than the first bank and also gives me freedom to withdraw the money whenever I want (unlike some local banks which require you to write a letter etc). For our time/fixed deposit we (my husband and I) use another bank which obviously offers the most competitive rate and islamic. And lastly, because I travel a few times in a year, it gives me a peace of mind to have a bank that I can access to wherever in the world. So I use 1 international bank which gives me this service (of course with a cost/fee). So, there you go!. 4 banks in all and I'm not even remotely close to being a millionaire hehehe.
With regard to my opinion of the banking service in Brunei, well I've had my shares of good/bad experiences and let's say generally I concur with the general opinion that banks= money leechers HAHAHA. But I tell you, with wit and proper research, you can beat these banks at their own game! The Rule of the Thumb however is to try NOT to borrow money from them. Or even if you have to (eg. credit card) you MUST always pay what you owe ON TIME.
I must say you all are very lucky that you don't get to be tangled up in a big-bad borrowing situation. Thanks to the government's directive on personal loan capping introduced a few years back. I tell you, it WAS madness! People were borrowing beyond their means the moment they were employed (in the government sector of course). And those borrowed money were spent mostly on some unnecessary items such as big, expensive cars and large and lavish weddings. (If there are people out there who borrowed for some worthy cause, then I respect.) They were even some idiots (sorry but I HAVE to use that word) who borrowed at 9% interest rate and put those money back in the bank in a form of fixed deposit which only had about 3-5% return. I mean HOW did these people think, is still beyond my comprehension!
Anyway, good luck with your new job and finding a good bank. And thanks again for reading this blog. My hope is that something good would come out of it. I never intend to belittle anyone. I just hope we Bruneians get to think before we do something that sometimes can be life-altering. Haha look I've become emotional!
Salaam.
P.S Anyone working in the banks are WELCOMED to sell their services *wink*
Tuesday, 19 June 2007
Service with a Smile
This morning we had to fax the ‘mileage claim’ form to the RBA office in Brunei. It was actually my husband’s. We just found out that his airmiles from BWN to LHR, a trip he made in early April, had not been credited to his Royal Skies account. Actually I don’t really understand how this could have happened. When we checked his boarding pass, his Royal Skies numbers were clearly written and they surely must have also been in the RBA computer system. I just wonder, if the staffs handling the Royal Skies mileage award have to do their work manually i.e. checking for each name. Otherwise, I don’t understand how their computer system could possibly miss anyone…hmmm.
Anyway, speaking of our beloved national carrier, I hope they are currently improving their customer services (now with the new CEO). Not only their in cabin service (actually those flight stewards/stewardess are not bad) but also their ground service. You see, I have had quite a few unpleasant incidences with their ground staff (particularly those at the check-in counters). I don’t know for some reason, they look quite stressful and very rarely I get a ‘service with a smile’, be it in Brunei or in my current case, London. My husband always told me to make proper complaints, but then I brushed off the idea. I didn’t want anyone to get into trouble simply because they probably had a PMS or bad-hair day or a quarrel with their other-halves.
Anyway, we economists believe that Economics, to a large extent, is a study of incentives. So I would say the main reason why we don’t often get good customer services from some of the ground RBA staff is mainly because there is very little (monetary) incentive for them to do it (even though I notice that there is a form for customers to fill in to vote who his/her STAR staff or something. Now, has anyone actually filled those up?)
So I guess, it is up to the employer then in this case to give some incentives so that their staff will always give a ‘Service with a Smile’ to everyone and anyone (everytime) because hey! words of mouth can give greater rewards especially when there is competition.
Just to share you our story, many years ago, my husband and I made a trip to Singapore using SIA. On the way, it was raining heavily. When we landed and made our way to the baggage isle, our names were held up on a card. Then a lady, a SIA staff approached us (sorry lady, I don't remember your name). She explained that because it was raining and wet, our baggage could be damaged. Then somebody actually extracted our luggage for us! Then this lady gave us a phone number to call in case any of our stuff in the luggage was affected. When we checked, there was no damage, not even the exterior of our luggage! Now, THAT’s what I called ‘first class’ service! Oh, and we flew economy. And honestly, after what happened, we actually loved and flew many times with SIA.
Anyway, I hope one day I would be able to share you a similar ‘first class’ service from RBA….Who knows, we may probably experience it this coming July, from the London and/or Dubai ground staff hehehe…
Salaam.
Anyway, speaking of our beloved national carrier, I hope they are currently improving their customer services (now with the new CEO). Not only their in cabin service (actually those flight stewards/stewardess are not bad) but also their ground service. You see, I have had quite a few unpleasant incidences with their ground staff (particularly those at the check-in counters). I don’t know for some reason, they look quite stressful and very rarely I get a ‘service with a smile’, be it in Brunei or in my current case, London. My husband always told me to make proper complaints, but then I brushed off the idea. I didn’t want anyone to get into trouble simply because they probably had a PMS or bad-hair day or a quarrel with their other-halves.
Anyway, we economists believe that Economics, to a large extent, is a study of incentives. So I would say the main reason why we don’t often get good customer services from some of the ground RBA staff is mainly because there is very little (monetary) incentive for them to do it (even though I notice that there is a form for customers to fill in to vote who his/her STAR staff or something. Now, has anyone actually filled those up?)
So I guess, it is up to the employer then in this case to give some incentives so that their staff will always give a ‘Service with a Smile’ to everyone and anyone (everytime) because hey! words of mouth can give greater rewards especially when there is competition.
Just to share you our story, many years ago, my husband and I made a trip to Singapore using SIA. On the way, it was raining heavily. When we landed and made our way to the baggage isle, our names were held up on a card. Then a lady, a SIA staff approached us (sorry lady, I don't remember your name). She explained that because it was raining and wet, our baggage could be damaged. Then somebody actually extracted our luggage for us! Then this lady gave us a phone number to call in case any of our stuff in the luggage was affected. When we checked, there was no damage, not even the exterior of our luggage! Now, THAT’s what I called ‘first class’ service! Oh, and we flew economy. And honestly, after what happened, we actually loved and flew many times with SIA.
Anyway, I hope one day I would be able to share you a similar ‘first class’ service from RBA….Who knows, we may probably experience it this coming July, from the London and/or Dubai ground staff hehehe…
Salaam.
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