For those of you who know Panama, the idea of achieving customer service may sound like the equivalent of “How To Squeeze Water From A Rock”. In other words, the proposition is impossible, or just plain silly. Yet, with the right strategy, you can achieve the service you need, you just have to learn the rules of the game.
For those of you who don’t know Panama, one of the things you’ll discover quickly is horrible customer service – something you will have to learn to adapt to or go crazy. At first you may think you just ran into a ‘bad apple’, but bad service is a reality not confined to just one business – it’s 95% of them.
In general, and contrary to what most of us are used to, it’s the customer himself who has to track down whatever follow up service he or she desires. In this way, service actually does get provided but only to those customers who are persistent (or loud) enough. This is not an isolated case but the norm.
It’s All About Relationships
In Panama, personal relationships have a huge influence on who gets served first. The idea that any two demands for service be treated equally is not applicable. And the idea of ‘first come, first serve’ only applies during the moments you are physically standing there in front of the service provider pleading for service. As soon as you leave, it’s entirely possible that your case will go back to the bottom of the pile.
Certain clients are ‘favored’ because of an existing personal relationship the client may have with a service provider. So what do you do if you are ‘new in town’ and you don’t have the luxury of existing relationships to rely on to get things done?
How To Get Things Done
Getting things done in Panama can be frustrating or comical, depending on your perspective – but it will certainly not be fast or easy.
In Panama, most of the work you see getting done is by offering an immediate payment as a reward for completing a task. Example: Do activity X and I will pay you Y dollars. This system of immediate reward is in many ways the easiest to manage and accounts for 75% of how and why anything ever gets done in Panama.
But what if you are dealing with a banker, a developer’s agent, a property manager, or some other person with whom you cannot or will not offer an immediate payment for realizing a service? Let’s say you simply want them to do their job, for which they are probably receiving a meager fixed salary and have no direct incentive to help you. This is a much more difficult process in Panama and often requires what I call “polite persistence”.
Polite persistance is a remarkably simple, yet time consuming concept.
Here’s how the system works in ten painstaking steps:
First, you have to ask for the task or service you want to have done – it will almost never be offered to you out of free will. Don’t ever assume that someone will “do their job” without being asked to do it.
Second, be sure to request a time frame for when the person anticipates he or she should be able to complete the task. Your contact will almost always agree to do what you want, the only question is when – today, next year, or ten years from now? Always request a “when”. If “when” is tomorrow, ask if morning or afternoon. Don’t try to get any more specific than that. For example, “of course I should have your mortgage approval ready by this Friday”. “Great”, you reply, “morning or afternoon?” “Morning”. “Perfect, I’ll call you Friday morning” Note: Friday is almost always a delay tactic for next week, rarely does anything get completed on a Friday.
Third, when (not if) the task was not completed as scheduled, call or better yet ask to meet the person on that day and repeat steps one and two. It is important to not berate the person you want to help you. Being polite at this early stage is more valuable than getting angry. You goal is to build a relationship. While anger might work, you also risk getting “closed off” – a Panamanian tactic for keeping annoying people like you out of their life. Once you are “closed off”, it will create further delays and not work to your benefit.
Fourth, repeat your request and keep asking for a new anticipated deadline. Follow up on the specified deadline. If you fail to follow up, you risk further delays.
Fifth, as annoyed as you are by now, don’t give up yet. If you ever give up or let go, this can be interpreted by the person that they have successfully avoided having to do what you want.
Sixth, I know you are fed up, and I know you want to book your next plane ticket out of Panama by now, but now is not the time to quit. Don’t be pesky, let some time pass, and keep asking!
Seventh, the closer you get to the point of complete exasperation and surrender, the closer you are to getting your task done. Don’t be afraid to surrender on the inside, it will add years to your life and probably increase the likelihood that your task will get done. If your task has not been completed after several follow up attempts, proceed to step 8.
Eighth, once you are beyond exasperation and still have not achieved a result, it’s time to change tactics and ask to speak to the person further up the chain of command. If you try to go too high up the chain of command too early, your “story” won’t sound convincing and you risk alienating the person who you were originally dealing with (who may still end up being the person you need to help you). Managers in Panama are often much lazier than the ground workers and are even more likely to favor clients they already know. But if you have tried for “weeks” or “months” to get said task completed, you have a valid story to pursue the person of higher rank.
Ninth, repeat the process with your new contact, starting from step one.
Tenth, celebrate the completion of your task and laugh at yourself for being so uptight about it. Did it really matter that the task was completed days, weeks, or months late?
P.S. if you can’t find a way to enjoy life during those days and weeks of waiting, and pestering, you are not cut out for Panama, go home.
My experience has been that with polite persistence, you can get answers to your questions or get your contact in Panama to do something for you that does not involve immediate payment. The good news is, once you have built a relationship with the person, it will be easier next time.
Michael Manville
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