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It Pays to Serve

Singaporeans are ardent shoppers. They will locate any shopping outlet even if it is at the corner of the earth. It is a truth that I realised when I travelled to the States with my classmates.

Singapore is a shoppers' paradise. Unfortunately, we don't have stores that boast the best service. It's a wonder whether the sales staff are even trained before they are appointed.

Shopping in Singapore can be very claustrophic. As soon as you enter a store, you will either have a salesgirl staring at you or tailing you around. Many times, I have exited a store without browsing because I could sense a salesgirl watching me at arm's length. My friends have also complained about similar situations.

It is understood that sales people have a duty to watch over the stores from shoplifters but I'm sure this could be done discretely.

When I was in U.S, I recall receiving the same kind of service, no matter which store I walked into. The sales girl would greet,"Hello. How are you doing today?" and they would proceed to, "Let me know if you need anything." Then, they would continue with their work. (Another thing that I would like to point out. Our sales people are extremely free!)

Now could this scenario be viewed as the salesgirl not doing her job and that she is going to let a shoplifter get away scot free?

No, she is still keeping a watchful eye but in her own space. Trust me. These people know you. Once I walked into a store for the second time and the salesgirl went, "Oh! You're back again," and she smiled. You wouldn't want to mess with them.

Another notable trait in our sales people is that, they have NO product knowledge. ZILCH!

You could walk into a store and ask them about a product and the first reaction would be to look around to see if their colleague knew the answer to your question. How do you sell something when you don't even know what it is all about???

That's exactly what happened today when my classmates and I went to the Bukit Timah Nature Reserve to find answers for a small segment of our assignment. We could not find information for one of the questions and my classmate approached the "ranger" at the information counter. She asked him if there were any invasive species that affect the forest. The guy shook his head. He did not know the answer. The next thing he said was that we need to register if we're exploring for a school project. My classmate enquired about the registration and he replied, "Through the Internet."

So were we supposed to go back home, register through the Internet and return to the Reserve? Do these people realise what they're saying??

We told him that we were not on a school excursion. We were simply looking for answers for the questions that our lecturer gave us. Anyway, he was no help.

Back in Oklahoma, our lecturer brought us on an excursion to the Wichita Mountains. Nick, the guide, also the ranger shared with us all that he knew about the mountains, including its history. Nick also helped us answer our quiz questions.

I do not understand Singapore's priority when it comes to service. Especially, when tourism is so important to us.

Forget that. Whatever happened to job commitment? It doesn't matter which job we do but shouldn't we make an effort to know what it is all about before we carry out a task? How do you sell or promote when you don't even know what your product is about?

The sales people may not care for they are not the ones collecting the profit. But wouldn't it be nice to do a job well and not just for the incentives? This is something to think about.

I have just the story for the situation.....

Once upon a time a very strong woodcutter asked a timber merchant for a job, and he got it. The pay was really good and so were the working conditions. He would receive commission for each tree he brought down.

His boss gave him an axe and showed him the area where he was supposed to work.

The first day, the woodcutter brought down 18 trees.

"Congratulations," the boss said. "Go on that way!"

Very motivated for the boss’ words, the woodcutter tried harder the next day, but he could only bring down 15 trees. The third day he tried even harder, but he could only bring down 10 trees. Day after day he was bringing down less and less trees.

"I must be losing my strength", the woodcutter thought. He went to the boss and apologized, saying that he could not understand what was going on.

"When was the last time you sharpened your axe?" the boss asked.

"Sharpen? I had no time to sharpen my axe. I have been very busy trying to cut trees..."

That's how our sales people work. They have been busy watching over the bosses' property that they have forgotten to hone their skills and help their bosses double the sales.

Never work just for money or for power. They won't save your soul or help you sleep at night. - Marian Wright Edelman

Labels: To Think About

Thachayini Coffee Talk at 3:59 PM