Serve the Local First – John O’Shea

Sep 16 • ClarkMorgan Insights, Cross Cultural Insights, Sales and Negotiations Insights • 3239 Views • No Comments on Serve the Local First – John O’Shea

IN HOSPITALITY IN CHINA one of the biggest questions is who to serve first – the local or the foreigner?

John O’Shea is the General Manager for The Langham Xintiandi in Shanghai. He has a simple rule: Always serve the local first.John’s reasoning is simple – in China people expect a higher level of personalised service. From restaurants to airport check-ins, China has a higher number of customer services staff. Secondly, the issue of ‘face’ is much more important in China than in many other parts of the world. Serving a local first is a matter of respect.

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