Bizcuits | When Going Native Goes Feral

Leanda Lee

I recently embarked on one of those days that I customarily procrastinate over when the errands pile up and it is time to bite the bullet, pound the pavement and attempt to tick them all off the list. I know better than to expect total success. Inevitably there are unforeseen circumstances, missing documents, interminable queues or ridiculous company policies and nasty surprises that hamper a full bingo card of crossed-off items.

It has been slow progress, and summer in Macau is not normally the time to tease great service from banks and larger institutions – staff dream of better things to do. Local service improvements, however, have been noticeable.

Even my banking bête noire, HSBC – it is actually the Hong Kong side that’s problematic – bowled me over with impeccable service and knowledgeable staff who had the unheard initiative to offer solid and effective advice on how to proceed with my latest Macau banking conundrum. And that was just the lady by the door. My next step into the inner sanctum had me conversing with a manager about our mutual alma mater, who fixed my problems. He even suggested how best to grapple with his Hong Kong counterparts. “Don’t take no for an answer and take it up the line if you don’t get a reasonable response.” My goodness. What happened to the ‘cannot’s of Macau?

Here, where the house always wins, I knew the odds were likely to turn against me after this incredible win, but I had my list to work through. I’m stoic, if not a martyr.

Next stop, the notorious AIA Tower’s elevators. No queuing, straight up to the 20th floor and the lift was waiting for me to come down again. Strike me pink!

With trepidation I head for CTM. Last time I attempted this, the sea of heads proved too much. In a first for great service, I had received an odd SMS a few months earlier advising me that my SIM card was somewhat beyond its due-by date. Given that it had been cut down progressively since 2005, they were probably correct. I rock up; seats were available. I get asked my business and given a number. In a third for good service, within seconds I’m given a cup of water! Not only am I attended to within 10 minutes, I leave the place with a new SIM that is activated immediately and an updated contract that gives me more at two-thirds the cost.  Local service in Macau rocked this day.

Then there are other companies that began well but have sent service back in time, reminiscent of Chinese mainland service pre-Olympics. Regardless of VIP numbers and calls to diversify, maybe it is still the mainland mass demographic they are marketing to because the First Class offerings on the airport ferry to the new whiz-bang expansive no-seating terminal in Pac-On has moved so down market that even the Cotai Water Jet crew are embarrassed. An additional HKD138 gets one seated upstairs, priority access and an awkward smile with “Just one small pack of biscuits and one small pack of nuts” – such a pity I had declined the morning’s aeroplane breakfast. On the return trip, even milk tea was off the menu and the across-the-counter promotion quota of two tickets for one had already sold out by the 9th of the month.

Then there are the ‘free’ promotional tickets up Macau’s Eiffel Tower. Embarrassingly for us being accompanied by guests, although “Cotai Water Jet is your ticket to the top”, “for a limited time only, simply present your same day ferry ticket for complimentary access”… to Level 7. It is another MOP70 x n-guests to the top.

The devil’s in the detail and so is the service quality. Real local service quality might just have overtaken those who have gone sham-native.