It’s official. I LOVE Malaysia! Yes, the country is beautiful. Yes, the country is rich in culture. And what ultimately makes me love the country is its people. My husband and I flew to Malaysia with no expectations of anything. But when we arrived, we were BLOWN AWAY by the extraordinary service and friendliness of everyone. Surprising to me, Malaysian culture is about being friendly and genuinely nice to everyone with whom you interact, regardless of ethnicity, political affiliation, or religious beliefs. How refreshing is this concept? Here are some examples of what we encountered, and what you can do to improve your customer service goals.
Strategies that Turn it Around:
- My husband and I forgot to exchange US dollars for Malaysian ringgits before leaving the airport. When encountering three toll-booth operators on our way to our hotel destination, all three attendants were kind and patient with us. One let us get through the tollbooth by paying three dollars only, the second let us go through for free, and the third gave us change! The lesson: in customer service, it’s always wise to be flexible. Flexibility diminishes anxiety, thereby allowing you to be kind and friendly to others.
- When we walked into our Doubletree hotel, the front desk employee came out from behind the counter and personally greeted us with a smile. The lesson: step away from your desk, out from your cubicle, or walk out from behind your register to greet customers. This eliminates the visible barriers between you and those you serve.
- The same front desk clerk personally walked us up to the 34th floor to continue the check-in process. The lesson: go the extra mile to over deliver!
- When employees say they’ll come back in 2 hours, they do! The lesson: set and meet expectations so customers know what happens next.
- Everyone smiled and greeted us as we walked by. The lesson: a smile goes a long way to setting a warm and friendly environment.
- All employees wore name badges. The lesson: customer service interactions are more likely to go smoothly if both parties are on a first name basis.
- After two days of eating at a different places, we returned to one restaurant for breakfast and were shocked when two employees expressed they missed us and welcomed us back. The lesson: nothing says that you care more than remembering customers on return visits or calls.
- Malaysians smiled at my attempts to speak Malay, without making fun of me. The lesson: never overwhelm customers by talking in jargon or technical speak. Explain things in everyday language to make sure customers understand you.
- Malaysians went out of their way to welcome us into their restaurants, mosques, hotels, stores—everywhere. The lesson: welcome everyone who walks or calls into your business. A bad reception, especially a first impression, is a sure way to lose customers.
- If my husband and I looked like we were lost, Malaysians would quickly and kindly offer assistance. The lesson: it’s not rocket science to detect when someone is lost or can’t find what they are looking for. Always offer assistance to your customers, especially if you can see they are struggling to find what they need.
- Taxi drivers were patient, informative and offered to be our tour guides. See lesson #10.
- THEY CARE. The lesson: if you don’t care about your customers, they will know it and will choose to do business elsewhere.
Remember: In Malaysia, employees don’t work for tips. And when asked how and why they are so friendly, most Malaysians will reply, “Is there any other way to be?”
What will YOU do to befriend another nation? Please share in the comments section below.