Happy Haitians

I was recently thrown into a "Customer Service" class for housekeepers working at a major Las Vegas hotel. Each week I had a new group to teach. The students were mixed in terms of native langauge and English ability. In one class, I'd have 2 or 3 Native English speakers and possibly 1 or 2 maids who spoke practically no English. My challenge- improve their customer service.

What an unfair challenge. As the class continued, I discovered the real problem was neither lack of customer service skills nor lack of English skills per se. The real issue underlying a decline in service was a lack of perceived managerial support and a sudden change of management styles. A couple of the classes devolved into bitch sessions about management despite my best efforts.

There also some serious attitude problems...with the native English speakers.

"Why should I bother, all they do is speak Spanish?" The native English speakers had the most complaints about guests and management. They were the angriest and least interested in learning. Instead, they wanted everyone and everthing else to improve without looking at themselves and seeing what they were doing wrong.

In group disucssions they refused to talk to their partners.

In role plays, they failed to say things essential to customer service like "you're welcome" or "Good morning, ma'am" even though their direct supervisor was in the room.

And then when they saw that their co-workers who spoke less English were able to role play with smiles, apologies, and even a "Have a nice day," you could see their shame.

The best class I had was a group where there were two Haitian women with bright smiles and sincere laughter and no native English speakers. I routinely joked with the housekeepers about how many times they'd seen a guest naked. The native English speakers would lodge into a litany of complaints about how disrespectful guests could be and how they shouldn't have to deal with it. It was rather tiresome. The Hatians had a different reaction.

One Haitian wiped the tears of laughter from her eyes as everyone proded her to tell her story.

Marie:

One time, Maria and I were in the hallway when we saw this guest come out of his room. He had ::pause for uncontrolled laughter:: no clothes.:: insert downward wagging finger gesture mimicking a penis::And. ::laughter:: he went to Maria and asked for ::laughter laughter:: a towel. ::wipe tear from eye::

Marie grew bold and gained control of herself. Her voice became loud and booming:

And I ran after her saying 'No, no, no That's my guest!'

The entire class erupted in laughter. Admitedly, it was one of those "had to be there" situations, but I sat there noting how this class differed from my other classes of English speakers in terms of perspective. How one Haitian woman could see something hilarious when an American would find it insulting...

and I realized how wonderful everything could be if we all took a hint from Marie.