Customer Service Encounters

I bought a train ticket in Sydney’s Central Station and got turned down by the sales person when I requested for a receipt for claims reimbursement purposes. I had tried to avoid asking for a receipt by offering to pay by credit card, but this was already turned down. It was simpler getting that receipt another day at an urban rail station in Thirroul, south of Sydney. The Central Station information counter lady that Wednesday March 5 however was very fair, suggesting that I could perhaps get a receipt if I asked the station manager. The manager flatly squashed the idea, asking me to go through the exit side gate at my destination station, to maintain my travel ticket to serve as a receipt (instead of getting it swallowed by the toll gate). I asked, what if the side gate was locked and it was unmanned, as it tends to be at smaller rail stations in the Sydney area? I was carrying two pieces of luggage, one rather heavy and even without them, I do not want to jump any gate at any public commuter facility. I received no satisfactory reply.

Checking into a serviced apartment near Sydney’s Darling Harbour, I asked for a late check out on the morning of my check out. I received no response whatsoever, even if the counter service person was right in front of me. I asked for some milk to be delivered to the apartment, promises were made on the phone but they never came. The check-in person could see me waiting with luggage for around 15 minutes, and yet asked the person who came later than me as to whom to serve first. I had resided before in another serviced apartment of the same brand chain, but this other outlet was totally a disappointment by the standards of the former experience. The carpets and sofa were dirty, there was no LCD or plasma television monitor and the available kitchen utensils were minimal. The apartment was not cleaned one day even with the request card displayed outside the door to tidy up the apartment – it was only done when it was raised by the guest. The cleaning staff rushed to get in the lifts even before guests could get out. Being the face of the facility, at most times they behaved amazingly unfriendly. The gym was locked when it should have been accessible to kosher guests. I was lucky to then meet Matt on duty at the front reception on the last two days of my stay. With a responsive smile and quick manner, Matt actually had things done in an impeccable style, listened intently to feedback and offered relevant explanations.

Chinatown Delights, Sydney

A walking tour of any niche cultural district, in any city around the world, is always worth the effort. Forget about structure; sink into the atmosphere brought from places far away and so different from the mainstream; and get absorbed into a pace removed from our otherwise everyday lives.

So-called Chinatowns outside China offer perspectives that may surprise the eye and delight the heart – and we are not just talking of yum cha. Sydney is no exception, although the conglomeration of Chinatown businesses, malls and streets can blend seamlessly into the other major precincts of the central business district. The term Chinatown can be a misnomer, as it can contain things that are not Chinese in origin, but which are brought by already immigrant Chinese from other countries and cultures. The variety of spicy Thai soups, Vietnamese spring rolls, Indonesian salads and Malaysian curries in Sydney’s Chinatown is a good example. More illustrative is the South Indian murtabak available from a Chinese-owned outlet along Goulburn Street – the dish is a lamb or chicken laden rich pancake, originated by Indian Muslims (Mamak) and widely popular in Malaysia and Singapore.

One expects an Oriental theme in the architecture and signage of retail outlets, and this is amply provided when strolling through the Dixon Street Mall. What caught my eye is the prevalence of al fresco styled dining (or lunching) as if one were in Europe.

Off side, towards Harbour Street, I came across a vista of contrasts, with colonial facades on one side and the inevitable red lanterns on the other. Uighur, Korean and Japanese outlets have sprouted on this side of Chinatown as well. In the adjoining Darling Harbour, the Cantonese Gardens (reputedly the largest outside China itself) have matured and host so-called Western fashioned wedding ceremonies and visitors looking for a place of calm in the city. Paddys Market, operating for four business days a week, has a collection of stalls run by as many ethnic groups as the varied population of Sydney itself. The Capitol Theatre is offering a hit stage show from the UK, Billy Elliot, but finds itself surrounded by Hong Kong styled barbecue meat shops, computer retail stalls and over packed grocery shops.

Backpackers still find value in the relatively low cost of Chinatown meals at food courts. So do students from the University of Technology which has its main campus between Glebe and Chinatown. I was introduced by a good friend to a modest Thai café at the junction of Wentworth and Elizabeth Streets (maybe a stretch to still consider it as part of Chinatown). The food ordering and delivery is quick paced with no fuss, and the dishes served have a kick to the palate of those familiar with South-east Asian food. Meanwhile, the big Hong Kong styled restaurants still offer the more expensive menus at dinnertime. The Reading Cinema at Market City offers Mandarin and Cantonese language movies as if you were residing in Singapore, Shanghai or Macau. Freshly baked buns and drinks mixed with milk and fruits seem to dominate the snacks on offer.

When night falls over the gates of Dixon Street Mall, one may hear the clatter of mahjong tiles on gaming tables, the humdrum of muffled karaoke sounds from indoor and closed rooms and perhaps other multifarious deals beyond our imagination. Are the people lurking around tourists, immigrants, visitors from Sydney outer suburbs or long time residents? Who knows, who cares? I just enjoy feeling the pulse of making a living, making a business and making a life in this corner of Sydney.

The Summer Gone By

As I write, it's two more weeks before the festive season here hits its crescendo, to be followed by endless hours of the annual chilling out sessions on beaches and barbecue pits all over the country. Annual report drafts are being written not only for the business, family and self, but also for profession, region, country and world. We spend so many hours devoting ourselves to business and work goals - have we achieved that? Are there things that are not durable - including relationships, consumables and those with a limited shelf life - that we have not already chucked out? Have we completed the more important items on our wish list? There is also the ritual of ensuring that annual tasks - be they renewals or reviews - have been worked through. As with the approach of major holidays in every country around the globe, the timeliness of services get delayed ("come back after January") or delivery of products not fulfilled. Whatever the hiccups in travel, commercial delivery or kpi attainment, the most satisfying fall-back option is to reflect on how the family has grown, how love has accumulated and how much nearer that we can be to reaching our dreams. And to be surrounded by friends and loved ones.

Sunday 9 December 2007 in Sydney and Wollongong was muggy, hot and overcast. That it was, until mid-afternoon, when the skies played havoc with the residents of the suburbs north-west of the cbd. Hailstones rained down in spectacular fashion across Castlehill, Baulkham Hills, Cherrybrook, Hornsby and Wahroonga, breaking car windscreens and making dents of every kind where they hit. In country NSW, around Lithgow, the New Years Eve fireworks came earlier than thought at Howard & Sons, where a supposedly unmanned set-off of the products destined for around Australia in January had produced a Saturday night show visible from 30km away, and which had the undesired effect of blowing out windows of nearby residential homes. Road rage copied in violent fashion on one of the Sydney main freeways, the M4, with an altercation involving around six men and the accompanying two women - one young man is in serious condition as we write. Unexpected developments came in the collapse of a wooden balcony in inner-city Surry Hills, resulting in five blokes injured, one badly. An Alsatian police dog named Carts was knifed by an 18 year old in an altercation in Corrimal, a suburb north of the Wollongong CBD - he was named after an honoured NSW police officer who was also killed in a crime incident. Finally, if you have some spare change, organisers are asking for AUD 830 for a night on Fort Denison under the stars and fireworks on New Year's Eve in Sydney Harbour - the price includes a four course meal, valet parking, champagne and open air ambiance.