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失物天堂：智能手机香港历险记 最近我和朋友在香港碰了个头，那天早晨他刚从北京过来。因为到香港后发生的一些事，让他对香港再次充满热情。 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。 每个人看到这里都会想，这下完了，心里肯定沮丧透顶！更糟糕的是，因公出国刚开始就遇到了这种事儿，马上就让人担心“万一找不回来怎么办？”如果在公共场所丢了手机，我们大都会认为找回来的机会约等于零。 我朋友回想他可能是把手机丢在了机场快线上，于是就请同事给机场快线打电话报失，咨询是否有人捡到。 让他惊喜的是，有人拾到他的手机并交给了机场快线工作人员。现在手机正按流程随下一趟列车被送往机场的失物招领处。 在确认了失主身份并对情况的紧急程度表示充分理解后，那位服务人员同意将手机放在下一趟列车上送回港岛，并由朋友的同事到中环站领取。 结果呢？我朋友的手机在丢失2小时后就完璧归赵，而且也没有为此支付任何费用或酬金。可以想见他在拿回手机时的感激程度。 他告诉我之前他在内地一个中部城市丢手机的遭遇和这次完全不同。那回，他很确定是把手机丢在了出租车上，于是就用另一部电话拨打自己的手机，结果一个疑似出租车司机的人接了电话。 “您是刚才在车上捡到这部手机的吗？” “没有啊。” “您确定吗？” “嗯。” “您再好好想想？” “没必要，不在这儿。” 朋友很快就意识到给点儿酬劳可能会管用，于是就提出奖励2,000元。对方的态度马上来了个一百八十度大转弯。 “那我再看看啊，噢，原来是在这儿呢……” 香港经久不衰的优势之一就是硬件和软件的有机结合。硬件是高效的基础，但只有软件才能全面挖掘出基础设施的效能。软件的重要组成部分之一就是人的价值观和服务态度。 要想打造卓越的服务业，既需要发展硬件也需要发展软件。而发展软件的难度更大，需要在教育和培训上的大力投入。 谁都不想丢手机，但和其他地方比起来，香港似乎是个丢手机的天堂。 |
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? " "Nope." "Are you sure?" "Yep." "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. |