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Bandar Seri Begawan – “Apa Mahu?” There was a tinge of unmistakable hostility in her voice. Her unsmiling face confronted you as she surveyed you in person, as if, from head to foot with apparent displeasure.

And when you hesitated to respond, she blurted out bluntly and, in fact, rather crudely, “Yes? What do you want?” Indeed, her tone was bordering on being rude.

And she still did not bother to get up and her focus was on the man sitting in front apparently having a long conversation most likely gossiping. He certainly was not another customer.

Therefore you sensed that your intrusion was most unwelcome. Certainly she wanted to get rid of you as soon as possible. Never mind about sales. That can wait. Her impatience was most evident.

And she indeed succeeded in getting you out of the shop. And real fast. But before you took an exit you glanced back. She had, in all likelihood, forgotten you. She was right back immersed in that morning’s chatter with her male visitor.

It was Hari Raya season. Most shops were closed. But this one was open. As you were looking for something or other you had sauntered in.

But the reception you received made you leave in double quick time. However your blood was beginning to boil. You certainly did not deserve that sort of treatment.

You were tempted to give her a stern lecture then and there. But held your peace. You kept that for another occasion. Besides the handphone rang.

You wanted to tell her the importance of greeting her customers in a proper fashion, which many like her in Brunei regretfully don’t.

How to make eye contact and serve your clients and to try to please them to the best of her ability. Most likely if the customer starts disliking her he, in all certainty, would not buy anything from her.

You wanted to tell her that and much, much more. But you didn’t. Time was not on your side.

But this sort of unfriendly and arrogant behaviour is not restricted to small shops either.

The nation’s large supermarkets and department stores too are guilty of downright discourtesy and sloppy service.

How many times you have noticed the sour demeanor of the cashier or the salesgirl in some of our larger establishments.

When was the last time a staff came to your rescue in a supermarket as you inquired for a particular item searching unsuccessfully for some time.

“It’s over there,” the disinterested girl would say looking in one direction and pointing to the other.

Most probably you would not find it there either. It could be frustrating. Why couldn’t the girl take the little trouble to accompany you to the shelf and show you where it is?

Oh no. That would be too much to expect. Sloth and laziness rule. Civilized behaviour and politeness are certainly not generally the norm.

That reminds you of your recent trip to Korea and Japan. There the leading supermarkets and departments have, to the pleasure of the customers, developed courtesy and service to a fine art.

An impeccably dressed young lady greets you at the entrance. She is all welcoming smiles and shows the way inside to the left.

Once inside you will only have to ask for an item you may not find. Here again you are led to the shelf so courteously and she sees to it that your are satisfied.

It is another joy at the cash counter. Not at all the grumpy, unhappy looking cashiers we have here who take your money away as if they are doing you a big favour.

And consequently unlike those in Korea and Japan these miseries in Brunei do not at all help to make your shopping experience a pleasurable one.

They just do not have the class apparently.

So then when will places like Brunei emerge from the backwaters? Surely it is a time for change.

But then it is up to the buying public to put pressure on errant shopkeepers.

However there isn’t anything like the consumer association in the state. Shopkeepers are left to their devices and this is what you get: Disdain and impertinence which Brunei shoppers seem so willingly swallow.

But the tide may soon change. Previously the shopkeepers in Bandar Seri Begawan (formerly Bandar Brunei) were an overbearing lot who tend to victimize the poor, ignorant Kampong Ayer people in a number of ways.

Many businesspeople also played the duel role of unofficial money lenders. And because of the power of money and being worldlier they were able to lord it over the less schooled kampong folks.

But things are likely bound for a transformation. There is a middle class on the rise in the country. They have different taste. They are used to modern day shopping trends. And they are far less gullible.

Rude shop assistants and sales girls who are not attentive and who refuse to keep with the times will be pushed out.

Most problems arise because of lack of training. Sales girls are not told how to behave. They are largely left on their own without any supervision.

The long-faced sales girls and cashiers who seldom flash a smile in local supermarkets are the result.

But watch out. This is a world where the fittest survive. The management should realize it. If not there will soon come a time when friendlier establishments professionally concerned about their customer service will take over.

Of that there can be little doubt.

Perhaps we should copy the Japanese and Korean model and teach our young the importance of the service industry.

Schools and colleges should also introduce it in their curriculum. If Brunei is to become a service hub and enhance its tourist potential proper training of our service providers should be given serious thought.   

First, they greet you upon entering- with a smile! That's one obvious thing that is lacking here. Secondly, they ask what you want, politely! They make sure that our presence is being noticed and welcomed and that they are there to help us find what we want to look for. I mean that's their job so they are doing it for a reason. Thirdly, say if we're just looking around, they won't mind at all and won't give us that "look" that some sales assistant do here. They'll say just tell them if they need any help regarding anything. Last of all, they'll greet us once again for buying or even just visiting their shops, again with a smile!!

I'm sure those who've been abroad can tell the difference because it's so obvious! I know some of us just want to buy a few items and then walk out of the shop as quickly as they can. Even then, the sales assistants must also know that they are giving service and that they need to please their customers as much as they can. A smile would make a big difference!

Name: h_kahaa

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Considered yourself lucky for being greeted with "Apa mahu?" or "What do you want?" albeit in unpleasant way. You should have told her what you're looking for in an equally the same way and not make an issue out of it.

Name: SM

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Please be reasonable; if all you received was a lousy $500 a month for working 12 hour shifts, then you might be surly too! Personally I don't take issue with local people not wanting to work in the service sector for such measly wages.

Name: Harold Jenkins

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I agree with Awang Matnoor’s comment. I too was born in Brunei and now I am living in the U.S. Oil can only last for so many years and by the time alternate fuels are in demand, Oil will probably be gone and what is Brunei going to do. The population of Brunei is growing each year and finding jobs will soon be more difficult. Brunei needs to be more competitive with her neighbours. Old mentality should be changed. Encouragement of foreign investors is a must in order to survive. There lots of laws have to change in order to attract investors. The bringing in of expert from the west like the United States and Japan is a plus. Making things harder for foreigners don't make sense.

Things have to lighten up so that changes can take place. There are still lots of things Brunei can do to be out there to compete in the world market so that there are jobs for her citizens. Look at Malaysia. She use to have lots of restrictions for everything but they finally realized that for them to compete in the world market, they had to begin to change a lot of their policies. I was surprised that there are products from stereo to computer components that are manufactured in Malaysia. I am so proud of what that country has done. I understand that the Malaysian currency is weak but this is an advantage for them because it makes it goods cheaper for other countries to import those creating jobs in Malaysia. I hope Brunei will change for the better of the people. There are a lot of Bruneian in Canada and some in the United States.

Thank you

Name: Migrator
Email: eriechiro@adelphia.net

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I have to say some people have definitely misunderstood your article. Anyway, I’ve always had a bad feeling about Brunei relying solely on oil and gas, so I’m glad someone shares the same views as I do.

I really hate to say this, but unless Brunei has another form of resource, I fear this article might be a glimpse of the future.

Name: Coby
Email: vikki_yyl@hotmail.com

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After reading your article, I couldn't help imagine a scene of what I would call 'Revenge of the Indons' whereby the situation turned around in favour of the Indonesians as maid employers taking revenge against the Bruneians who used to be employers themselves but now end up being amahs working in Jakarta subjected to ridicule and torture.

Is this possible because oil price has plunged to $5? Let us ponder over it.

The last oil price slump was in the late 90's at unit price way below $20 and Brunei as an oil-dependent country certainly felt the repercussions but largely compounded by its own host of domestic problems then. Brunei however came out more vigilant and stronger from its first ever and hopefully the only calamity of such magnitude.

Historically oil price has never been as low as $5 and I don’t think it is possible. For oil price to be that drastically low, global supply of oil must be so much abundant to the extent the producers readily sell oil at a price far below cost. It would be like producing and selling soft drinks. Oil is a commodity that is increasingly becoming a luxury. Why? Simply because of insatiable demands globally more so with the emerging of mammoth demand from the likes of China. Even without the terror risks in the Middle East, the oil price will not go down significantly below the current level in the near future. Like any commodity traded in a market place, the price is very much determined by market forces i.e. supply and demand. The race of the Big Oil for more oil is the result of demand larger than supply and the fact that producers are trying hard to create alternatives which by now we come to know as bio fuel itself is a testament to the depleting global oil supply. By simple logic, less supply and more demand means high price.

So I think your fear about the future of Brunei in the face of $5 oil price is just invalid. It is a good figment of imagination in a TV documentary though giving a picture of 'what if' eventualities. Let us all not worry unnecessarily as we may end up as just that, a terrified pessimist.

Name: Ahmad

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Bruneian would:

1. Not become maids. Although oil will not sustain this country economy, foreign investment would (Mr. Whatever of BEBD said so). Unless the planned by BEBD flunked (Which I personally think will), chances of maid epidemic would probably increased. If that happen’s, I'll be happy to move out.

2. Become one of the poor countries in the region. Too many things are subsidized. From fuel to electricity. Even after help from government, people still not able to pay the bills. How sad is that. Try googling for nations that suffered after their natural resources (Oil) were depleted, I bet u find some.

3. Have in balance scale between rich and poor. Why? The senior government officers are paid well. In case the oil runs out tomorrow, the good paid officers will survive the adverse effects. Reason? Simple, they got cash to survive. With that cash they can invest in many things, business, stock market and whatever. Look at Oprah Winfrey, you'll understand the dire consequences if it ever happened.

Hey, don't take this view seriously. Its just opinions from a high school student, okay. Anyway love Stephen courage to blow the whistle on everyone. Waiting for more articles like this. It is even better if it is backed by solid facts.

Name: Lee chia

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I agree with the comment regarding our local who worked in the service industries who does not smile that much. I think the management of that particular industries/business and government ministries and offices should stress on their workers to practice greeting and smiling to the customers. I believe everybody here had encountered this before but I wonder how much and how far had they done anything about it. We are praised to be ERSOPAN SANTUN and having MIB as our concept but apparently it is not being practiced in our daily life. So please my brothers and sisters wake up and open up our eyes, it’s high time to make positive changes and to improve ourselves and your society.

Name: Observer
Email: obs@hotmail.com

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