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December 31
2012年12月31日

亞利桑那汽車旅館的
小故事

Way Cool Blog


 

一個老朋友,名叫 Bob,退休後住美國內華達,閒時周遊列國,兩年前來過香港。前一陣子,他跟我講起一件親身經歷的故事。有一次他跟他太太 Sue 駕車出門,半夜來到一家亞利桑那州的汽車旅館。登記入住時,旅館前台負責接待的小姐服務態度不怎麼好。

美國的汽車旅館,通常一邊靠著馬路,一邊不靠馬路。Bob 快八十歲了,對服務小姐要求住一間安靜點的房間。那個小姐卻說:不行,汽車旅館爆滿了,給你們什麼房間就住什麼房間。結果,他們給安排在一間靠馬路的房間。Bob 和他太太無計可施,勉強住了進去,一夜難眠。

第二天一大早他們起了床,發現停車場上沒停幾輛車子,汽車旅館根本沒有住滿。那個女服務員聽了 Bob 的話後,仍然不理不睬,Bob 於是抗議說,你的服務態度不好,我要找經理講理。Bob 太太正在那裡喝咖啡,發現牆上掛著一塊牌子。牌子上說,如果對旅館的服務不滿意,可以免費入住。

Bob 太太就對他說,要求免費。Bob 表示,算了吧,可是太太堅持不答應。於是他只好跟那個服務態度不怎麼好的服務小姐小心翼翼地說,你們的牆上掛著一塊牌子:「如果服務態度不好,可以要求免費入住。」那個小姐平靜地答道,你們認為我的服務態度不好嗎?Bob 的太太說,你的服務態度不好。那個服務員又問,你真的這樣認為嗎?她說是的,真的這樣認為。

猜猜看,那個小姐怎麼答的?她竟然說:「那好吧,就免費吧。」她讓他們填了一張表,晚上的住宿費用就全免了。

這是一個真實故事,我聽了有些感觸。這說明了什麼?就事論事,有規則就須按規則辦事。我們常常講國際化,但在我們這個社會裡,在兩岸四地,遵守規則做事的態度,離我剛才講的故事是不是存在一些差距呢?

就服務層面的國際化來講,在服務者與被服務者兩方面,是否還有些值得討論改進的地方?

 

An Incident in a motel in Arizona

My old friend Bob has being living in Nevada of the US since retirement. When time allows, he enjoys travelling to different countries, including Hong Kong two years ago. Some time earlier, he told me a story about an experience of his in Arizona.

Once, he went on a road trip with his wife, Sue, and arrived at a motel in Arizona in the middle of the night. They checked in the motel but found that the female receptionist far from friendly.

Most motels in the US have one side of the building facing a road and the other hidden from it. Nearly eighty years old, Bob requested a quiet room. But the woman receptionist at the desk gave him a categorical no, saying that the motel was fully booked that night. They would have to take whatever room was available. In the end, Bob and his wife were given a room facing the road. There being nothing they could do, they took the room, and had a sleepless sleep.

They got out of bed early next morning to find only a handful of cars in the parking lot. It turned out that the motel was far from full. Bob went to the front desk to sort things out, but the woman receptionist refused to listen to his complaint. Annoyed, Bob asked to speak to the manager about her unsatisfactory service. His wife, in the meantime, was having coffee, where she saw a plate hanging on the wall. It read anyone not satisfied with the motel service could stay for free.

Bob's wife told Bob about the plate and asked him to request a free night's stay. Bob was ready to give up at that point, but his wife persisted. Cautiously, he approached the receptionist, "The plate hanging on your wall says we can request staying for free if we are not satisfied with the service." The receptionist replied calmly, "Are you really dissatisfied with my service?" Bob's wife said that her attitude was indeed unsatisfactory. The receptionist repeated the question, and Bob's wife gave the same answer.

Guess what the lady said in reply? She said, "Fine, you can stay for free." Then she asked them to fill in a form, and the night's accommodation was waived.

What does this true story have to tell us? Some thoughts remain with me: I think the story underscores the importance of taking out the personal elements and playing by the rules in our daily transactions. Even though we talk a lot about internationalisation, is there not a gap between the way we run our affairs in the region of Taiwan, Hong Kong, Macau and the Mainland and the story that we just heard? From the perspective of the internationalisation of the service sector, is there not room for deliberation and improvement for both those who provide the service and those who receive it?

December 31, 2012

 

 

 

 

 

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