For my 44th birthday my wife gave me tennis equipment, and since "suggestions" from the best wife should be implemented as fast as the hints come, I succumbed to tennis fever. Training sessions in the morning before work, and even in China I found a ventilated indoor tennis court, in which you can really learn tennis despite 40 degree temperature outdoors and a typhoon warning.
A side effect of all of this is that I now suddenly like to watch tennis on TV: Wimbledon since I want to participate next year at the latest. I used to find it aloof and boring, but now I am even more captivated by an exciting match than I am from a three-hour presentation about new mobile printers.
During Wimbledon I am in Shenzen, and thanks to my many visits there and the many bookings for employees, my favorite hotel (the Grand Hyatt) always has a large suite reserved for me, with a large bathtub. I fill it up right away when I arrive. Foolish though, to forget about the bathtub during the match between Serena Williams and Marija Scharapowa.
After the match is over I think, hey, a bath would be great! Crap, its already running. On my way to the bathroom the water rushes out to greet me. Lots of water! Of course such a bathtub has an overflow, but it does not need to forcibly work. The bathroom itself is a centimeter lower than the rest of the rooms and also has a drain in the floor. But even it goes on break now and again. Since the recessed bathroom is now completely flooded, it is not just water, but a LOT of water we are talking about.
Ok, not my mistake, I think to myself. So, in the late evening the hotel cleaning crew had to come up with the heavy-duty equipment. The chic, super-slim scale in the bathroom also was a victim of the flood: electronic damage. The carpet in the bedroom (thankfully one you can pull up and exchange) also needs to be taken out to dry. So far, so good. The entire process cost me an hour though. I could have been more careful, since I already have enough experience with Chinese installation companies (they worked on our Chinese office). I should have known better.
The next evening I called my wife: "It happened again!". I got belly laughs instead of sympathy. Who was to blame? Not me, but Roger Federer, of course, who simply could not finish his match. He should beware, in case I can ever really play tennis.
Back to Sea World Luckily, only the bathroom was affected this time. What to do? Call reception? Better not, thats too embarrassing. Ok then: towels, bath robe, anything that can possibly soak up water comes into play. I thought the hotel had fixed the problem, but it was apparently only an excuse. Well then, Spranger has to spring into action and clean for two hours. A punishment is in order. Oh, and remember to leave housekeeping a nice tip, since they will certainly wonder why there are so many wet towels hanging up to dry the following morning.
How crazy do you think you will be taken for when you casually ask for a new scale again the next day? They must be thinking: is he really so fat so that the scales wont work? Or will I receive a manual stating that scales should not be used in the shower? Thankfully, everything was taken care of with a friendly smile.
Tonight is the womens final match in Wimbledon. My solution: set the alarm after turning on the faucet. And connect the video camera of the iPhone to the iWatch, in order to keep a visual on the liquid level. And to be on the safe side, this time I will put the scale on the bed. :)
Complaining – the national pastime of the Germans
Let’s be honest, we Germans love to complain – about the weather, football, the economy, politics, etc....
Let’s be honest, we Germans love to complain – about the weather, football, the economy, politics, etc. This unites us all – regardless of our social class or political affiliation. Complaining is a national pastime in Germany. We love to grumble about high prices, the shortage of skilled workers and the weakening economy, while at the same time discussing our next holiday or the four-day week. Please don’t get me wrong, I am all for everyone taking a lot of time off and having a good rest – the only thing that bothers me is the fact that we love to see everything in such a gloomy light! We have to start working together to find solutions, because what we forget amidst all the moaning are our own abilities.
No, Germany is not falling apart! Germany still has a lot of untapped potential. We have people with great ideas, curious and inquisitive people (yes, even among Gen Z), a high average level of education, a high degree of legal certainty, a consistently strong industry, very good research ... and yes, we also have the capital. But we have to stop complaining and focus on our strengths. We are capable of innovation, we can be or remain market leaders in many areas, but, at the same time, we have to be open-minded. Even if one area collapses, we can successfully develop and expand a subsequent one. These are our strengths. However, we have to accept the challenge – be it in society, in politics or in the economy. Burying our heads in the sand won’t help us.
We are once again facing enormous opportunities for our future – whether in medical research, industry, the energy sector or, of course, across the board in the field of AI. And that’s just what comes to mind. There is, of course, much more. Let’s work together to develop new ideas that will advance us not only as a society, but also as a business location. There is potential out there, it just needs to be tapped! And by the way, we’ll have less reason to complain!
The road to success: do we really have to get worse at everything?
Last week I had a conversation with a customer that left me speechless....
Last week I had a conversation with a customer that left me speechless. Our sales department asked me to speak to a customer on the phone who doesn’t buy from us because we supposedly supply end customers.
No problem, I thought. I called and explained that this is exactly what we don’t do, and that this is a key promise to our dealers. There are extremely rare exceptions – only if a vendor forces us to or a retailer explicitly asks us to. But that almost never happens.
Then it turned out that there was a misunderstanding: the customer said that we also supply small retailers. My answer: »Yes, we do and we have to, based on our contracts with the vendors. Our competitors do that too.«
»All correct«, I hear, but then it got exciting: »Your large competitors are not interested in small customers, so they are poorly served. At Jarltech, small dealers feel comfortable because you provide great service.«
I didn't know whether to laugh or cry ... A customer doesn’t buy from us because our service is too good? I hadn’t expected that.
But don’t worry, contrary to the headline: We will continue to endeavour to offer every customer the best service we can!
Why is good service so important again?
I'm writing to you today from China. Here I have learnt once again why good service is so important....
I'm writing to you today from China. Here I have learnt once again why good service is so important. If you want a customer to pay more than elsewhere, then you have to make the difference! You have to know what they like and anticipate their wishes.
Here in Shenzhen is the Grand Hyatt Hotel – I was here at least six times a year before Corona – and even stored some luggage in Shenzhen, so that I only had to fly with hand luggage. Liquids and such ... that was difficult on the plane.
It’s been over three years since I was last here, and I arrived to be greeted by an armada of hotel staff. My beloved Coke Zero was waiting for me in the car outside the airport. My luggage, which I hadn’t expected to see again, had been stored for three years and completely cleaned for my new stay. Everything was hanging in the wardrobe and the bathroom was neat and tidy. My razor was charged and my chargers stood on the desk. Of course, the fridge was full of Coke Zero and the white wine I had last drunk three years ago. Even the room service knew what I liked to eat.
That’s what hospitality really is. And we have to do the same at Jarltech. Always write down what our customers want and like. And when I go out to dine with a customer, I need to know whether they are vegan or if they don’t like pork, for example. Some customers want to be called and courted on a weekly basis, whereas others find this rather annoying. Some still prefer paper catalogues, others believe it’s environmental pollution. And all the better if a customer returns after three years, and I still have it all written down somewhere. Jarltech may not be a hotel, but we are a service provider that has to differentiate itself The difference is always in the details.
The world's smallest chef gives a guest performance in Usingen
It's finally back on: Our 3D projection dinner show »Le Petit Chef« will be back in our restaurant »Uwe and Uli« (www.uwe-uli.de) from the 11th of October...
It's finally back on: Our 3D projection dinner show »Le Petit Chef« will be back in our restaurant »Uwe and Uli« (www.uwe-uli.de) from the 11th of October 2023 to the 30th of April 2024. Personally, I always have fun enjoying delicious food with a bit of a show. Come by sometime – it's also great for Christmas parties with up to 20 people. And if you're a customer of ours, why not have your sales contact invite you next time you visit Jarltech? 😊
Have fun with the little chef!