朋友从赤腊角机场出来后，坐机场快线只用23分钟就到了中环（单程车票100港币）。从那里，他和同事搭计程车前往万豪酒店（the J.W. Marriot Hotel）。在酒店入住登记时，朋友发现智能手机不见了。
Hong Kong: Good Place to Lose a Mobile Phone
I recently had a meeting in Hong Kong with a friend who had just arrived that same morning from Beijing. He was full of renewed enthusiasm for Hong Kong because of what happened to him after arrival here.
He departed Chek Lap Kok Airport for the 23-minute ride to Central District on the Airport Express (one way fare: HK$ 100). From the Central train depot he and his colleague caught a taxi to the J.W. Marriot Hotel. By the time they arrived at the hotel and began the check-in process, he realized his smartphone was missing.
As everyone reading this will appreciate, that is a very bad, sinking feeling. It’s even worse at the beginning of an international business trip. Immediately, fears of “what if?” arise, as in “what if I can’t get it back?” Most of us who have lost a mobile phone in a public place tend to assume the chance of getting it back are slim to zero.
My friend thought there was a chance he had lost the phone on the train, so he asked his colleague to telephone the Airport Express to report the loss and inquire as to whether anyone had turned it in.
To his pleasant surprise, his phone had been found and handed over to the Airport Express staff, who had put it on the next train back to the airport, and into the care of their lost and found department, as a matter of standard procedure.
After verifying ownership, and sympathetic to the urgency of the situation, the staff agreed to put the phone on the next train to Hong Kong, for my friend’s colleague to pick up at Central station.
The result? My friend had his phone back within about 2 hours of losing it, of course with no need to pay a fee or reward. He was, understandably, greatly relieved and very grateful.
He told me this was a very different experience from the last time he lost his phone, in a city in central China. On that occasion he was fairly sure he lost it in a taxi, so he called his own number from another phone, and someone he suspected to be the taxi driver answered.
“Have you found this mobile phone in your taxi just now? ”
“Are you sure?”
“Can you check again please.”
“No need. Not here.”
He quickly realized that offering an incentive might yield a different result, so he offered a reward of RMB 2,000. This produced a different attitude.
“Let me look again. Oh. Here it is after all…”
One of Hong Kong’s enduring advantages is the combination of hardware and software. Hardware provides the basis for efficiency, but only software can fully exploit the benefits of that infrastructure; and an important part of software includes peoples’ values and attitudes toward serving others.
To develop excellence in the service sector, you need both hardware and software. The software part is a bigger challenge and takes significant investment in education and training.
None of us plan to lose mobile phones, but it appears Hong Kong is a better place to do so than many others.