service language

when i got here two years ago i realized quickly that i could completely function in english and would be able to eat without learning a new language. i don’t think this would be the case in other parts of south east asia, but thankfully malaysia (or is that just KL) carries its british heritage in its language base. i have realized this has begun to change.

the first indication of this was in the bakery i visit on my way to the office. the staff was originally all malaysian. they were was a mix of malay, chinese and chin-dian staff members who were fun and interesting to talk to. over the past two years, the staff has gradually changed to 100% burmese. along with the changes has come a difference in tone with the staff. they are no longer smiling and open, there is a shyness that could be a lack of comfort in english or the fact their country is a dictatorial regime that beats buddhist monks for marching in the streets.

the next was in the café i go to on weekends for the much loved blueberry pancake. the staff was again a mix of chinese, malay and indian staff, all local kids who were again open and fun to talk to. there was recently a new group of indian kids hired but they seemed different. they again were quieter. i realized they were less capable of communicating well in english. when i tried to use bahasa they were completely stumped, which confused me because my accent has gotten much better. i then found out they were sri lankan, and spoke no bahasa.

the last was a new place that opened, it looks and feels like US based restaurant and is open late so i can go there after the office to have a quick bite or just to be around people before going home. there are locals working there, but they also use a large number of burmese and indonesians. the trend appears to be to use foreign staff in roles that are supporting. not as table service, but to deliver food and clear. as the staff gets comfortable they are integrated into the customer service aspects.

this is really not a new element of restaurant service here. the mamak places use tamil staff in the same way. when they here longer, and thier english/bahasa improves, they are given more customer service also. so these other places are following a long used method of staffing. but it is one thing to go to mamak and have tamil speakers serving you, and another to go to a western restaurant, one catering strongly to expats (or those who emulate expats) and have staff who can not speak to you.

don’t misunderstand me, i like the cultural diversity. i love the language diversity; learning is one of my favorite things about being here. but needing to learn two more languages to get more caffeine is a challenge, is tagalong and cambodian next? besides, the real issue is that the staff is less comfortable and it shows in the service. i like to talk to staff, to make them smile and to let them know that i appreciate the help and the effort. how can i do this if we can’t communicate?

the real question i have is why is malaysia going outside the country to find staff. are there not enough young people in this country who need jobs? what about those kids who are mat rampit on saturday night? why are they not serving tables? i learned work ethic by doing almost every job a restaurant can offer. for a country that would seriously benefit from more jobs, and more tourism, malaysia does not appear to understand that restaurant service is a professional job that people can make a career. or, that will prepare them for a different career, you know like software consulting.

i tell people malaysia is like aruba, i mean the weather of course. but the people in aruba have been thought two things that would help malaysians. first, the image of the country is set with every interaction with visitors. in aruba, you can feel the desire to make you comfortable and happy while you are there. the second is that language matters, all locals are taught 4 languages in school, they are fluent in english, dutch, spanish and papiamento (a regional language much like bahasa). imagine malaysia if all people spoke the english, arabic, mandarin and bahasa. imagine the number of tourists who could come here and get great service anywhere in the country; assuming that service also becomes valued.

again, i don’t mind, because as of today i can say, “taval coffee aka, esthuthi”, which will get me one more coffee when i am in columbo. now i just need to learn that in burmese.

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note: i asked about this while i was writing, there is no labor cost savings, but by going outside the company is able to lower attrition, as retention built into the contract. malaysias do not see F&B as a career role (which is really sad), and are role fickle so retention of is important. the later is true in both restuarants and software.