Tag Archives: Commerce

Tourism and Philippine business culture

Today I had a very nice day out to the Tinago Falls in Iligan. And on the way we stopped in the nature park in Initao, a (very small) piece of tropical rain forest on the coast where we used to go for swimming. And it turned out they had built a very interesting and impressive canopy walk in that nature park. But, as I have heard more often than I like, it was “temporary out of service”. And fortunately I was fast enough to walk up the walk bridge leading to the canopy walk and was even able to climb up the stairs that lead up to the bridges that hang high in the sky at tree top level. So there was indeed a canopy walk here, kind of unbelievable. And it was impressive. And in my opinion it has quite a lot of tourist potential. But it was out of order because the platform connecting the stairs to the bridges in the tree tops had fallen down or something.

So someone had had a very good idea and had even been able to realize the idea. But somehow it was not realized good enough. And somehow I guess there had not been enough paying tourists or local visitors to maintain this canopy walk. Or it was just not built good enough.

So when I came down to fetch a camera and made some photo’s and wanted to walk up the walking bridge leading to the stairs again I was stopped by the caretaker. Which didn’t really matter anymore as I had already seen what I wanted to see. So I came back and was not sure whether to tell him that I already had walked towards the stairs and had even climbed the stairs. Which of course probably was not safe. But as I am interested in helping The Philippines, helping e.g. building the tourist industry I asked who was the owner. And, of course(?!), it was the government. Which in my opinion means that it will be very hard to build a tourism industry. As governments in general are not good in building ‘industries’. Businessmen are good in that. So in my opinion tourism should be driven by businessmen wanting to make a profit, which in the end they can only do if they provide good service, provide things people want. And yes, governments should create the conditions, some conditions to support businesses. And maybe provide infrastructure. And yes, maybe even build the canopy walk itself and indeed be and stay the owner of things like this piece of rain forest.

But somehow in The Philippines the government is running many things that I think would be better run by business people, people looking for profit, people providing services and products in an efficient way at the right quality. And I have seen many things and even was involved in tourism related government projects. And I just see too much government involvement, like the government even running resorts and cafes and restaurants.

And somehow that doesn’t seem to work. And I keep wondering how that is in other countries, countries that are better in catering to the needs and wants of tourists and are better in also getting the money in.

So maybe really worthwhile how that is done in countries, in places that do have a flourishing tourist industry, like who is doing what there. Like what role does the private sector have and what role does the government have. And indeed,if cultural or natural tourist attractions have been damaged or ruined or destroyed if private businesses have too much power, too much control.

But I have seen better than here in The Philippines. So it can be done better and I guess I would like to do about that, for the people here, especially the poor people, and even for myself, as I still want The Malasag House also to cater to tourist needs.

So let’s see what can be done. As there are really beautiful and nice things to see and to do. Like I saw and did today.

Why not make customers happy

I was on my way to an internet cafe, pondering what I just heard in a phone call from Smart. And the thing that finally stuck with me was, why don’t Smart and Globe and all those other big companies just make you, me, humans, their customers happy, even if it would take some extra effort in specific cases like mine. And I think that’s even what Napoleon Hill basically states: if you just serve your customers, other people, you will be successful. And from my point of view, in my case, the solution of the issues that annoy me so much my Smart internet connection is very simple:

  1. Put someone in charge to solve the problem. And put him or her in charge until the problem is solved and I have my unlimited internet access at certain speed back OR until I’m satisfied with whatever solution is offered or found.
  2. Solve the technical problem, just install some other technology or figure out what’s causing the deterioration of the signal. My location is a bit remote and it seems that for whatever reason the device that is installed does not fit its purpose anymore.
  3. Get rid of the Fair Usage Policy the way it is phrased and stated. Just make it a real Fair Usage Policy like users sharing available bandwidth. Nobody will have any problem with that as long as Smart keeps their network capacity.

And while I was on my way to the city I was pondering what Mr. Napoleon L. Nazareno, the CEO of Smart Communications, Inc., who I wrote this letter to, would think or would want to happen if he knew the whole story. Would he really want me to apply for disconnection as his support staff suggested to me this morning? I doubt, unless he and the whole industry in 2014 are only about greed and not about serving customers, not about serving humans.

So I am still thinking of what to do next, as I don’t want to lose my Smart internet and I guess in the end Smart would not want to lose me as a customer.

And no, I don’t know what it is to be the CEO of a big company like Smart or Globe. And I’m quite sure he has many challenges and is certainly not interested, and should not be, in a specific technical problem with a specific simple standard connection for just one customer only paying PHP 999.00 a month. But yes, somehow he is responsible and somehow he should find ways to solve this problem, presuming I’m not the only one in this kind of situation. But again, if I were the only one, the problem would be easily solved: just install something that makes my internet connection work again and you’ll never ever hear any complaint from me again. On the contrary.

And that’s part of what annoys me very much, as I have always been very happy with the SmartBro solution. So I have always recommended Smart to my friends and other people who needed internet or had complaints about their current internet provider. And now Smart let’s me down, one of their biggest fans, always telling people the Smart network is or was better than the Globe network, at least related to internet.

And yes, I am very annoyed and tired as it’s not easy to serve my customers without proper internet, running an internet business partly from an internet cafe. But I’m trying to see the opportunity or opportunities who are certainly there, as e.g. this whole thing brought me into contact with the CEO’s of Smart and Globe and it’s also a very good example of my concerns related to big companies and humanity, treating humans as humans and not as customers of service representatives.

So looking forward to your help of making those large organizations human again. And I mean things like serving customers as human beings and not as profit centers or complaints to handle. And giving employees more freedom and authority to solve problems and talk to customers as human to human and not just passing on company policies and procedures.

Looking forward to your help and support!

Sort this from that

So here I found myself, after a visit from the local installer from Smart who were able to get my Smart internet connection going again. And it seems the main problem with our Smart connection right now is a weak signal, possibly caused by trees growing or something like that.

And i felt a bit embarrassed because it seems Smart as an organization and the people within Smart have been doing their best to help me, even when I got more and more confused and annoyed and even angry inside, the last i didn’t show. And I still feel a bit embarrassed, but I don’t think I should be, because the problem with the Fair Usage Policy is still there. And the choice of implementing that policy, as a policy and technically, has made everything around problems with our internet connection very confusing and annoying, for me as I guess for the staff within Smart. And I don’t need to be embarrassed about that and everything around it and my complaints and cause around it. But being me I still am, and if I’m a bit like you, like other humans, I guess you can understand that.

And I guess another presumption is still somehow valid. And that is that a company like Smart, with increasing internet demand and improving technology, should still be able to serve me as a customer on a certain plan, no matter whether there are trees growing or not. And the same applies with Globe, who just disconnected me because, as far as I know, technically they can’t serve me properly at the moment. But to me disconnection a business account from an internet company this way is just ‘not done’, from a business as well as a human perspective.

But actually I am kind of happy with all that happened, as it made me think that what I want for humanity is not as simple as i thought. And that organizations like Smart and Globe still work and that there are indeed humans within those organizations trying to help customers, people. And that indeed there were people visiting me today trying to give me back internet access, even though our connection is kind of beyond what the system is capable, of is designed for. And they did and I am writing this from home and I was able to connect our computers to the internet, so all the things that i need updated and such did happen and is happening right now.

So this whole thing around being fully without internet while having two connections because of our location and expected problems with that, brought about a lot of thoughts. And it also brought me back to one of the ideas of Kim Cooper: “Sort this from that”. As there are many things going on.

So some facts or thoughts:

  • the wireless signal for our Smart internet connection is very weak;
  • the environment, like growing trees or something, probably makes the signal even go weaker over time;
  • I don’t trust Smart anymore, as before my complaints in my experience improved the connection;
  • many or most people within large organizations do want to help people, but are often just limited, either by knowledge or by being limited by their management;
  • (large) organizations are (still) driven by money, by greed, as that’s just how we built our world;
  • I and you are part of the system. I often see myself switch roles from demanding customer to helpless human to not willing or not being able to pay business man or consumer;
  • there is a lot of complicated technology involved in making things, making the internet work and that technology is progressing, changing fast;
  • we are all part of driving the changes, even though it has consequences like not being able to serve existing customers, people anymore;
  • I am not sure if my case, my experiences with large organizations are common or not;
  • I would love to pay more for my internet, but as of the moment business wise and private that’s not really an option. And this whole thing goes back to the fact that the money flow in the world is not working properly as of the moment;
  • etc.

Well, enough for now, but one of my last thoughts was that there must be better ways to make companies more human again, but that the whole thing is a system, where we as customers are  part of the system as well as the organizations and the people within our organizations. So we help keep the system into place with our demands, which may just be wrong based on wrong presumptions or may just be unreasonable.

Looking forward to your thoughts on this whole thing, either from within those organizations or as a customer, a human with needs an organization could deliver.

All the same, all branded

I am in Dumaguete now and it used to be a very laid back provincial town. And I am in a branded internet cafe with very irritating advertising on the bottom of the screen.

So I’m just going to leave.

And I did and I think it was kind of offensive to the staff, against Philippine culture. And I’m not sure if the staff got the point as I just kind of ran past them mumbling something about being annoyed with the advertizing.

But apparently Infinite Intelligence had something else, something good for me, even though I was quite stunned the person who I have been talking with for a few hours right now just left after I went to the bathroom. And I didn’t even get his name and was not able to give him my business card, my contact details. So yes, weird, but that’s how Infinite Intelligence often works, in ways you don’t understand, but that in the end serve some purpose.

So I left Robinsons mall very quickly after my being annoyed with the advertising on the screen in Netopia, which is actually a famous brand and yes, the type of professional business I want to have. And this whole thing made me think more about being successful as described by Napoleon Hill and the way that is being implemented by many companies at the moment doesn’t seem the way as intended, like serving customers, serving people.

So what I see around me are all big brands, big companies having all kinds of procedures and policies in place and having employees who are supposed to work like robots implementing and following all those procedures and policies and having little room for ‘person-to-person’ interaction. And maybe The Philippines is worse in this respect than e.g. The Netherlands, the country where I was born, but I also have noticed this more and more in The Netherlands and surrounding countries, that there are mainly procedures and policies and laws being implemented and that there is no more room for making decisions by people, basically making any business type communication and negotiation impossible.

And that’s what I don’t like, being treated like, well like a part of the system, like a request being handled, maybe even like a problem being dealt with. And I’m not sure what the ‘handling’ staff think about it, but when I ask most of the staff of those organizations implementing those procedures and policies while servicing clients also don’t like it. As also at HSBC where a few days ago I couldn’t deposit a check for a bank-to-bank transfer from my account at RCBC Savings Bank to my account at HSBC. And yes, their reason was very valid based on preventing of white washing practices. But from a human point of view it was very weird as I was there in person with a check in my name from an account to my name with a Philippine drivers license in my name. So any reasonable thinking employee would know that this transfer was just a transfer from my own account to another of my accounts in another bank. And yes, theoretically it probably could be a transaction in a money laundering scheme, but taking that the check just had an amount that would add my balance to my minimum balance and I even explained to the staff that that was the reason and that I didn’t want to have so much cash with me, which is also understandable. And no, I don’t carry my passport with my visa stamp in it all the time, as normally I wouldn’t need it and try to avoid the risk of losing it. So yes, I do bring my drivers license that fits in my wallet and also confirms I’m a Philippine resident as you can only have a Philippine drivers license if you are a resident.

Anyhow, I’m still not sure how to improve the system, as my mistake in the check was a real mistake that should be filtered out by a procedure. Although even there, as stated in my earlier post, who would care about one peso in the end if it is an obvious mistake (or wasn’t it?).

But while writing this, again, I feel like in all this consumer type business has become too anonymous, too much about presuming people have bad intentions instead of just serving customers in a human, person-to-person, personal way.

And it seems that organizations, the large organizations that have proceduralized everything, seem to forget that people have the ability to think and have the ability to make good decisions. And the people, the employees, seem to have forgotten also that they can think and make decisions, and oppose to the procedures that are just too much, or maybe more oppose to the too strict implementation of those procedures.

Looking forward to your thoughts on this, or maybe you can at least talk about it, as we are all involved in this, as an employee, customer or otherwise.

 

Thank you, Philippines

Today another complaint and I guess a short post and I have no clue how to make this inspiring or use any of the Principles of Success of what I’m experiencing.

We have two internet connections, the second mainly because I want to have a back up connection in case something goes wrong with the other connection. And yes, the reason is to serve my customers, to make sure I’m online and can fix problems in case of urgent problems with websites of customers.

Now it happens to be that it seems that both connections are being ‘throttled’ due to our heavy use of these connections. And I don’t mind if our bandwidth is lowered down or something as we don’t really need a fast internet connection, but as of the moment it is virtually impossible to use any of the two connections due to this ‘throttling’, meaning something like switching the connections on or off or cutting off tcp/ip connectsions.

And behind all this may be a Philippine law that states that wireless connections can only download sow much per calender month to save the environment or something. Or just ‘fair use policy’ by the Internet Service Providers’.

But I just don’t get how they do it, as to me the limitation in internet use is bandwidth, the amount of data that you download or download per second or even millisecond and that has nothing to do with the total amount of data downloaded or uploaded in a month.

So as I understand it now if I continue downloading a lot of stuff like I do also for my business, for customers, somewhere halfway every month my Internet Service Providers will start ‘throttling’ my internet connection, meaning making it practically useless.

Meaning that the first half of the month I’ll have to work for the whole month and the second half of the month I can go on holiday and won’t be able to serve my customers.

Looking forward to your comments, as I don’t understand it. We have had our Smart connection for seven years or so and it has been working fine for about 99% of the time. And suddenly some rule changes and we can’t use the internet in a normal way for every second half of the month.

I’m lost.

Looking forward to your comments.