Language and culture clash

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Welcome to the secret shopping blog. We are a diary of the mystery shopping and secret shopping business.

We have a great many culture and language groups in our great nation. We will see more arriving. And the ones that are here will continue to develop. Unlike in past waves of migration, today’s immigrants are far more likely to want to keep their homeland’s language culture and traditions. With all the cool technologies, it is easier than ever to keep up with what is going on “Back home”. This means consumers are going to want you to treat them how they like to be treated. The new imiigrants are not going to be bashful or insecure and do what you tell them, nor will they put up with intended or unintended disrespect.

So your job in the secret shop is to also be on the lookout for intended and unintended disrespect. These must be squashed. We also need to understand how other cultures work, so we do not misunderstand people we are dealing with.

The perceived “Rudeness” of native New Yorkers or Northeasterners is often very misunderstood by people who ilve in parts of the country that are less hectic and less dangerous. I tell our inbound phone reps at PhoneSmart that when a New Yorker gives you a “hard time”, it is because they like you and they are trying to see if you care about them enough to put up with their attitude and help them get what they need.

This is a survial response from being exposed to so many petty criminals and so many rip-offs. If you hang in there and don’t become intimidated or insulted that the New Yorker is being gruff…and you give them a good solution to their situation, they will say, “Thanks a lot, you’ve been great” and buy from you. If you become offended that and think the New Yorkers are being rude, you blow the sale and confuse the New Yorkers. They wonder why you got mad at them when they were just getting to like you. If you are attempting a transaction with a New Yorker and he or she does not give you a “hard time”, your likelihood of success is greatly diminished.

Every group has its own quirks. You need to learn them and love them.

However, no matter who you are dealing with, everyone likes to be handled in a friendly and gracious manner by patient and helpful people. So if you concentrate on getting friendly, gracious, helpful and patient staff, you can’t go wrong.
bye for now,
Tron

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Disclamer: This entry is intended to promote our partner StorageMart and some or all participants received compensation.