Presentation Transcript

1. How your Chinese customers may differ from some other international visitors

   Professor Andrew Douglas Bristol Business School, UWE
2. Topics covered Approach and greeting Initial expectations Communication Showing dissatisfaction Gifts Superstitions Summary
3. Initial approach and greeting Americans Expect a priority line Adopt a master – servant position Germans Not keen on joining a queue at the back Expect complete efficiency Chinese May appear as a single group with no apparent leader Exudes politeness and respect
4. Their Initial Expectations Americans An upgrade To earn frequent stayer / flyer points Germans Room is ready regardless of the time of day No attempt at humour by anyone Chinese Mutual respect and understanding That you to positively reflect your establishment, region / country
5. Communication Americans American is an advanced form of English The customer is always right Germans Precise and to the point Its you that has the strange accent Chinese Lead person Concerned they may not have got it right Yes does not mean yes
6. For Example All 3 order one taxi from reception Then turn up for taxi at appointed time and there are 7 of them and only one 5 seater taxi arrives Americans - You have screwed up Germans – The system has failed us Chinese – Sorry we have got it wrong
7. How they show dissatisfaction Americans Face to face Trip advisor, Social media Germans Face to face Trip advisor, Social media Chinese Privately Social media
8. Gifts Americans Unless its high value do not appreciate it Germans See it as a nice gesture Chinese Set great store by gesture of getting gift Business setting Private setting
9. Superstitions Americans ‘bad karma – will affect their rate of exchange, stock price or pension plan Germans Be kind to spiders Should it rain in the morning, then the afternoon will have better weather if old women clear their throat If the groom ties up the bride's left shoe on their wedding day, she will take control of the marriage.
10. The Chinese Chinese culture is steeped in the concept of good and bad luck Good Numbers - 8,3,9,6. Colours – Red, Yellow, Gold Images – Great Wall, dragons, phoenix, unicorn, tortoise, crane & fish Avoid Numbers 4,7, Colours – White, Black (particularly as a border) Name Plaques, Clocks as a gift
11. In Summary – with Chinese Guests Two key words - Respect & Face Your appearance and actions will be taken as representative of your establishment Get used to their ‘herd’ approach The more you understand and accommodate your Chinese visitors the more you will get
12. Thank-you andrew.douglas@uwe.ac.uk