Dec 30, 2011 - ST Forum
I VISITED the Peranakan Museum on Monday afternoon but arrived
half an hour before the official opening time of 1pm. However, I
managed to enter the main foyer of the museum through an open side
gate.
The staff member present informed me that the museum would not
open for another 30 minutes. I saw a long bench in the
air-conditioned foyer and, having been on foot for a couple of
hours in the humid outdoors, I asked if I could sit on the bench
and wait for the museum to open. The prompt, unsmiling reply was:
'No, you cannot.'
I realised she was not being rude; she was merely speaking in a
manner many of us in Singapore are accustomed to - direct and
somewhat humourless.
I do understand there are rules to follow but instead of a curt
and uncompromising 'No, you cannot', she could have softened it
with a smile or rephrased her answer with: 'I'm sorry but...'
She could have even suggested that I go to the restaurant next
door for a cold drink, given my obvious state of dishevelment. That
would have been the difference between great service and being
merely efficient.
I contrast her manner with that of the staff at the Singapore
Art Museum, which I had visited several days earlier.
All the staff - not only those behind the counters but also
those in the exhibition halls - greeted and smiled at visitors.
While there may not be any immediate and tangible advantage in
being nice to your customers, the goodwill generated will benefit
the organisation in the long run. And ill will will do the
opposite.
Wee Kek Koon
