Great People Means Great Experiences
Today I flew to Shanghai for a series of meetings across Asia. Heart disease in its many forms is one of our top global health challenges, killing over 17M people every year. So, there is tremendous interest in the ABS platform.
The United Airlines flight to Shanghai was excellent. Every traveler loves having an empty seat next to them, so you can imagine what a luxury it was to have that on such a long flight. It was a very good flight overall.
I arrived in China Saturday night local time and the people have been spectacular every step of the way. Everyone I have encountered has been extremely polite and friendly. Most of the people I have met speak English. I have been working to learn Mandarin and practicing a new language is a lot easier when people are patient with you and speak your language.
I am Staying at the Hyatt on the Bund and the hotel staff are the best I have ever experienced. Every trip has its small hiccups and my first one was transportation from the airport to the hotel. The Hyatt planned to send a car to the airport to get me, but the car did not show up. The airport was very busy, but a very friendly lady arranged a cab for me. The driver was good but spoke no English and my Mandarin is not strong enough, so we communicated via sign language that would have been funny to watch. The cab cost 650 Yuan which is $102.92 USD.
When I checked in I told the hotel desk that car did not meet me. They were very polite and sincerely embarrassed. I told them it was just a mistake and dropped it at that. It is important to give feedback to companies you do business with. How they take that feedback tells you a lot. While unpacking in my room there was a knock on my door. Sunbeen Wang, the hotel manager, personally came to apologize for the car. She bowed and told me they were very sorry and then she gave me 700 CNY for their mistake. I was shocked and know that would never happen in the States. So, they actually paid for the taxi ride. Just unbelievable. It is a great reminder of the importance of focusing on the customer as a person.