中国人一定要购物,不愿意在酒店,餐饮和服务上花钱

“中国人一定要购物,不愿意在酒店,餐饮和服务上花钱!” 这是一个WILDCHINA的资深导游告诉我的。她特别期望WildChina开始做不同的出境服务,但是又很善意的警告我:

“中国人还是和外国人很不一样。我带过一些国内素质很高的客户,至少他们不再随地吐痰,大声喧哗,他们都已经不愿意参加那些欧洲10天8国游了,都在等着找点新的。但是,他们也还是要去大家都去的地方,买大家都买的东西,只是想别那么赶那么累,罢了。咱也别太新了,比如去了美国不去拉斯维加斯是不行的。而且,购物还是要有的,否则,等他们回了家,没买到什么珍珠粉,维他命,或者去趟德国,没买到德国的菜刀,他们还怀疑是不是去错了地方。为什么别人都去了的地方,我错过了?”

“我替朋友带团出国做领队,国外当地的导游都骂我,让我不能对中国游客那么好,对游客太好了是管不住团的。他们都说,一定不能听游客的意见。Wildchina的客户第一的服务精神拿来伺候中国客人,一定是不行的。“

她的这一席话让我感慨了很久, 主要有几点

  1. 我觉得这里描述的中国游客要参团,一定要在自由女神前拍照,一定要最实惠地多走几个地方,不是中国人特有的,而是世界特有的。这叫旅游的大众市场,是旅游金字塔的最强大的基石。世界上的很多发达国家曾都有这个市场,而且仍然存在。 美国1969年有一部人人皆知的电影叫:If it’s Tuesday, This must be Belgium. 翻译过了叫“今天是星期二的话,那我们一定是在比利时。”电影描写的就是60年代,美国人刚刚开始到欧洲去旅行,因为好不容易出次国,所以一定要好好利用这个机会,多走几个地方。他们当时的团才448.5美元-18天9国欧洲游!咱们中国人更不怕苦,所以可以10天8国 (当然梵蒂冈也算一国吧。)。 是随着时间的迁移,大家旅游经验的增加,才慢慢意识到,这种旅行真累!还可以参团,但是别那么赶。
  2. 旅游购物也是人之常情。 人旅行时喜欢买东西也是很可以理解的,买家乡买不到的。我自己就在乌兰巴托买了差不多一万元的羊毛衫,给家人朋友都买了一件。为了买东西,把去博物馆的行程都取消了。为什么,他们的羊绒质量特别好!昨天一个朋友说在美国发现了一个商店叫 WHOLE FOODS, 里面的东西好极了,全是质量可靠的有机产品,什么婴儿洗发水,维他命,之类的,一定得排到行程上。(其实这家店就是美国中上层人士的京客隆,以有机蔬菜水果肉类而出名。) 是啊,中国有机产品没人相信,也难怪大家都愿意在国外消费,LV 店里的包总假不了吧。
  3. 但是,我反感的是零团费的进折扣店购物。 我坚决相信,零团费的团,永远不能为高端市场服务。这个经济模式有一个最根本的问题,它本身在刺激导游引导你买不该买的东西,或者出更多的钱看什么无聊的秀。如果一个导游总在心里攒着怎么让客人多购物,那他很难把心思用来客服上。就好像不给医生付诊断看病费,而让医生从卖药来挣回扣一样。结果如何?有病没病,先开500块钱的药,打打点滴再说。感冒也打点滴?不该开的药也得给你开一大堆,不该照的X光也让你多照。 从此,因为大家都照了X光,而我不照就是亏了。美国的医疗体系,尽管有她自身太多的问题,但是医生收取高昂的诊费至少保证了他没有必要让我吃不该吃的药。当然,这也不仅仅是中国的问题。在很多国家,比如埃及,游客购物,导游拿回扣也是常事。在美国,导游从大峡谷imax影院拿到折扣票,全价卖给游客,也是常有的。旅游没有涉及到生死的那么大问题,但我觉得旅游行业过于激烈的低价竞争最终受苦的是消费者。

    再者,购物和附加演出都是很容易规模化,佣金化的旅游项目。这无疑产生了更大的经济动力鼓励旅游行业朝丽江模式发展吗?那么,对环境和资源消耗小一些的生态旅游和其他的可持续旅游,自然而然地就处于劣势。

  4. 最后一点就是对服务的态度。中国人太多,愿意提供服务的人很多,所以人工便宜,大家都对服务提供者不用太尊重。大家都不觉得导游有太多的技术含量,所以在美国,可以把中餐馆里洗碗的叫出了,换件衣服,开个车,就是司兼导。其实,很多这样的导游完全生活在一个美国社会的华人圈里,对很多美国社会怎么运转并不是很了解。但问什么不能有一些对美国社会更了解的人做导游呢?价钱!又回到零团费或低团费的团,旅行商不可能按照美国的基本工资付导游费。中国的游客也接受不了按劳动小时付费的情况。结果,才会出现,导游和游客常常对立,对服务不满而纠纷。客导双方都有责任。

整个行业有改的希望吗?其他模式的旅行有存在空间吗?

 

 

More Impressions from Beijing

1. Beijing’s got blue sky. Here’s the proof on the left. 

  1. 2. Milk delivery and bill collection. My door bell rang at 5:40am this morning, I stumbled out of bed to peek through the keyhole, aha, it’s the milk delivery man.   I opened the door, and said, “That’s an early delivery.”. He said, “yes, but I am also here to collect payment!”.  “how much?” I asked. “RMB 840.” (USD 130) How was I supposed to have that much cash at this ungodly hour?  “I’ll pay you next week.” “OK” he said, and I closed the door behind me, and went back to bed.  I love the fact that I can get everything delivered at no extra charge, but what happened to online payment? Nope, it’s all cash upon delivery, at any hour of the day!

 

  1. 3. A permanent conversation topic – food safety It’s a safe conversation starter with any parents in China. where do you source healthy food items? Where do you buy chicken, celery, or milk.  Yes, the supermarket is stocked full with large varieties of these, but no one really trusts them. So, we searched, and found, Wonder milk (full or low fat), they don’t make them in skim or in cartons larger than half a quart.  Apparently, the organic chicken should come from BHG supertmarket. I had some super sweet chestnuts the other day, and wondered if they soaked the nuts in artificial sweetner ahead of time.  Eat, but keep on questioning.

4. A well thought through road sign.  This is the sign that’s in front of our apartment. My son discovered it.  Whoever made this sign gave it a lot of thoughts, and decided to lay out the letters from left to right to match the direction the sign was pointing to.  Reading from left to right, it says:  “Beijing of Hospital Force Police Armed People’s Chinese” , but try it the other way. Genius!

5. Every Chinese is traveling the world.  Went back home in Yunnan the other day, and my aunt told me that she was going on a leisure trip to Dubai! She’s usually a good parameter on where the hot destinations are.  A selection of a few places she went in the past 5 years: America,  新马泰 (Singapore-Malaysia-Thailand on one trip.), Japan, 欧洲10国 (10 European countries), and Russia. I have no doubt she’ll be headed towards the Maldives, and Maritius soon.  By the way, the 7 day Dubai, air inclusive journey costs around RMB 7000. (USD 1100).

 

6. The automated verification process on Chinese internet.  Usually, on craigslist, you are asked to key in a few jumbled letters to verify that you are a human, not a machine.  In China, the process requires higher level of intelligence. For example, 16+20=?, please type in two numbers that’s the answer to this equation.  Example two, what’s the capital city of Russia: please input 3 characters to answer this question. (莫斯科 is the right answer)。

6. Kids study hard. “Ayi, it only takes me two hours to complete my homework!” a nine year old boy told me proudly.  I had to ask his parents to make sure that I heard him right. “Yes, it takes other kids 3-4 hours to do homework, so he’s very proud!”. WOW, how are the American kids going to catch up?