In my 4 years working in ML i have received/heard quite a number of complains from customer saying that our staff here are ill-mannered, rude and impolite. Well i must admit the complains does hold a certain truth but if you are standing in our point of view long enough - i believe you will understand. But we are doing ok and improving from time to time.
You see...i grow up in kampung so almost all my friends are malay. And being a malay...hormat menghormati, sopan santun, taat and toleransi is a must for everyone. These value will stay with you even after you grown up because it is a good thing. It won't just disappear in one day because it is being implanted into you for centuries. (I still have a fond memories of my chilhood whereby i spend lots of time playing games and enjoying every second of it. No tuituin no nothing. Just you and the nature. You made up games from your surroundings. I guess many never heard about konda kondi, sorok sorok, ikan laga, mandi lombong and etc. Those really the days of my life.)
So after graduated from uni and been wandering around for a year plus. I managed to get a job in ML. Not going to talk how i able to land this job but sometimes i believe it is luck. =) So first impression i have for the staff here are as what most of you are thinking. They are rude, ill mannered and impolite. I really can't get use to it at the beginning.
I still remember my first day at work, there is one staff asked me where i am staying so i said Puchong. Guess what he replied? "Puchong so big and you stay in the whole Puchong ah? Here also Puchong and 20km away there also Puchong. Be specified la!". Hahaha he really caught me there and if he is using a softer town then i might laugh or smile back to him. But the look at his face and also intonation...zzzZzzzz....if you are girl i think you will think twice about coming to work the next day.
So fast forward, i managed to mix well with them and realized that they are not as bad as i think they are. And i hope many of the readers / customers of ML will think the same as i do too. I am not sure how i able to put it in words for you but i will try:
1. Many of staff here are only educated right until form 3 or form 5. And most of the time they spend their chilhood working as hard labour. So in hard labour - you really cannot be soft. You need to speak loud so that your leader can hear you, know what do you think or etc.
You can't say that they are not educated but just that manners aren't really something that is needed for them to do their job. Not part of the job criteria. It maybe harsh for someone but for them...this is what they are and most of the time they don't mean it at all. It is normal for them.
2. Working in ML is not as easy as one think. You need to be multitasking - serve customer, quote prices, prepare the parts for customer, climb here and there and etc etc. Plus with the hot weather in Malaysia, it is really making the job tiring and frustrating.
Just try to imagine how many walk-in customers ML have in one day. So sometimes personally i do think it is ok for them just to give you a straight answer. Yes we have and no we don't have ; full stop. Not rude. There is not a need to elaborate more such as....sorry sir we do not have this part available. I am not sure when we will have incoming or etc. Please understand that they also have KPI.
I am not encouraging them to be rude. Just that i hope they should use the right way to answer to all the inquiries. Make it firmed and straight forward yet in a very polite way!
3. Almost all of the staff here did not take up the subject "public relationship" during secondary school. =P
4. Maybe yes we have one rotten egg in ML but please do not perceived the whole ML are like that. We have nice and friendly staff in ML too. =) In every company there's always someone want to take up the role of a bad guy. In ML there is no exception.
5. Irritating customers. This is also one of the reason for the above title too. Some of them are really expecting the parts that they are buying are like new with warranty and etc. They should understand that these are used parts and ML have really try their best to satisfy the customer. (We are doing business here so we definitely do not want to deal with you only one time. And my boss always give me this example...when you bought a new car and by the time you drive out of the showhouse...they still give you warranty for it?) Again we have try our best to meet all your need and requirement!
Sometimes it is not our fault to begin with too. For example the car almost going to break down and they buy only that specified part to repair only. They installed and after awhile other parts are starting to make noise and create problem. So they blame it on us. It is NOT chain reaction from the parts we are selling - but it is CAUSED by you not maintaining your car good enough.
And what's best, sometimes the customer's mechanic are the one that screwing up the car and then put the blame on us. It happens really.
And also sometimes it is the customer itself. Can you imagine some customer pretending to be others and keep calling few times a day for few days to ask for discount and check availability. This is really not a way to do business. Please show your sincerity and if our prices cannot match yours...then you should go on instead.
6. Few more reasons which i don't think it is polite enough to mention here. We will just leave it as it is for now.
Again problem from customer only stood a very minor percentage only. Majority problem are still because of the ML's staff here. Please give us more time and i am sure we will be presenting ourselves better from time to time. Every week ML is having meeting to discuss on the whatever issues we can think of. And we are doing our best to educate them in this area. The business nowadays are not like 10 years ago already. In the era of globalization - good services are power!
I am 100% sure we are better than other used auto parts shop available in Malaysia in terms of services, presentation and ideas but we are not satisfied with the current us yet. We are improving and hope you can be more lenient towards us. Give us more time.
Lastly but not least...maybe i will propose to my boss that we have race queen, stewardess or models here to serve customers. It will definitely be nice right?!! Prices of parts also will go up because we need to cover their cost and i am 100% sure many bros here will not mind at all. What is the extra few ringgits/dollars compare to the services they able to give you. Hahaha. And the first thing i will do is to ask them to climb up the shelves to get some items for me. =P
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