An Unpleasant Ayala Parking Experience

It's how you feel that will count, in the end.

(Courtesy of acard.ayalamalls.com.ph)

Just when I thought Ayala Malls were my favorite among the concrete monoliths. (They have great use of spaces, they provide lush greenery, they make pathways and bridges that benefit not only them but the community surrounding them. In short, they make me hurl the least when I think of the word malls, which usually translates to "soul-lessness".)

I had an (extremely) early meeting at 615AM so I got up especially early. When I got to the Greenbelt parking area, I was surprised to see a line: apparently the automatic ticket dispenser was malfunctioning, and there was an attendant beside the machine issuing the cards on a manual basis.

I knew I was going to be late because of the delay. (I had to wait a good 5 to 7 minutes in line before I was able to get my ticket.) I thought it odd, that the card was now being issued manually, so they really didn't take note of the plate number, but in my haste to make it to my meeting, I pushed that thought aside.

Of course, it came back to bite me when I left the parking area.

A parking attendant was at the exit booth, who seemed to idolize Dona Victorina of Rizal's Noli Me Tangere, she had cheesy brown hued (colored) hair (that wasn't well done) and a heavily made up face long before the mall officially opened. She asked for my parking card and I gave it to her.

She kept swiping the card in her reader and (as I suspected) found no data.

She then said (our conversation was in the vernacular, but I will be posting it in English) "Sir, I have to verify your card."

I said, "OK."

She then proceeded to call a security guard, who was either deaf or had too much time on his hands, as he took his time coming over.

"Sir, just wait. We have to verify."

"OK."

She started fidgeting with the card more...animatedly. She began taking note of the conduction sticker of the car.

"What time did you enter?"

"A little after 6AM."

More fidgeting. Some punching in her terminal happening, then she looks at me.

"Sir, we can't let the car pass because the card is blank."

"Yes, so what are going to do?"

"Well, the card is empty...you have to prove that you are the owner of the vehicle."

"Do you even know why it's empty?"

"Sir, we cannot let the car pass until you've proven..."

"Wait. What I asked you was, do you even know why the card is empty?"

"No."

"I'll tell you why. Your card dispenser is not working. There had to be a person manually giving out cards at the entrance. I was actually late for my early morning meeting because of that malfunction in your system."

"Yes, but you now have to produce your O.R. and C.R. and we have to take note of the information so that we are sure you are the owner of the car."

"Don't you ask that when the ticket is lost?"

"There is no data in the card."

That's exactly my point: that "problem" is yours, not mine. I've already experienced losing my ticket, it will take us another 30 minutes just for your security people to get my information, writing on a large sheet of paper, asking me to pay 200 pesos, and generally being made to feel like a criminal who attempted to steal a car. I did not lose my ticket, what I am looking for now is an acknowledgement that YOU are causing me this inconvenience. You keep harping on your point that I have to prove, I have to prove, while conveniently ignoring the fact that because of the card dispenser failing, we are now having this problem."

"But we still need proof that you are..."

At this point, the security guard she called was there, and was listening to our last exchange, and he held his hand up to the attendant's face and said "Just take note of the conduction sticker. He was able to produce the parking card, let the vehicle pass."

The attendant pouted, and said in a loud voice, bereft of any feeling of remorse for causing that much brouhaha, "I'm SOOOORY, Sir. You felt harrassed."

I was made to feel like I did a criminal act, and that's what sticks out the most.

I opted not to prolong the discussion as I was late for my next appointment. (It was akin to a customer purchasing a pair of jeans, and the store ran out of their paper bags, so the customer has to carry the bought item by hand, and when she gets to the exit, she is asked to prove that she really bought the pair of jeans.)

Thanks to the Dona Victorina wannabe, I have another tale to tell.

What Does This Ad Campaign Convey?

Was the percentage rounded off?

(Courtesy of muirneg-onelife.blogspot.com)

This ad campaign from a local clothing store caught my attention yesterday from my Facebook News Feed. I have treated advertisements as a gauge of (what advertising companies think is) the pulse of consumers and what they find appealing, and this is no exception to the general conclusion I have observed for quite some time now: having foreign lineage assures you of a career in local advertising campaigns.

One can argue that there is no "pure race", but this campaign had an accompanying text that raised more uhhh... moments than made the intention clear.

 Eugenics, the ad version.

(Courtesy of muirneg-onelife.blogspot.com)

It starts out by asking what your mix is. Personally, I have been mistaken for Chinese and Japanese, but there is no doubt what my nationality is.

It then talks about "mixing and matching", with both nationalities and fashion pieces in the same category.

Most days I wear my black pair of jeans, but sometimes I will choose my white jogging pants for a day that will be "sporty". Is this what the ad agency had in mind for "mixing nationalities"? What if I wasn't happy with the "result"? Should one keep searching to find "the right blend"? Does this mean I also get to have a different "match" during the day and a completely different one for the night, the way I would change my getup based on the time of day?

The next statement was "mixing...with Filipino blood is almost a sure formula for someone beautiful and world class."

What would be the reverse statement for this then? That is if there is no "mix", if one was a 100% "pure" Filipino, the resulting equation is someone hideous and lacking "world class"?

The ad goes on to say that "Having Filipino lineage is definitely something to be proud of", without expounding on why this is supposed to be stated as a fact. And it runs counter to their extolling the virtues of "mixing" with "different nationalities" earlier.

The neurosis continues when they ask people to BUY FILIPINO, while having models who, by their own admission - with specific percentages to back it up - are anything but 100% Filipino.

I don't need a headache this early in the morning.

More Casualties Of (Gym) Etiquette

If you're just joining us, this is the continuation of delightful habits - yes, it is used sarcastically, in case you didn't get it the first time - I have observed from people who frequent fitness centers. While many gym goers are respectful of other people who share the same paid space and facilities and act accordingly, there is a segment of the population that feels differently - these posts are about the latter group.

(See http://theguywithablog.blogspot.com/2012/04/death-of-gym-etiquette.html for the first part.)

And now, on to the next items in our list of (ill) manners.

6. The Place Savers

Regular gym goers know the type: they're the ones who have a "hallowed" spot, either in particular classes, or in using the treadmill that's closest to the window. These clients seem to act like they "own" a piece of fitness real estate (did they have a separate bill entry for this in their membership fee? How ever will their accountants...well, account for this in their tax returns?) and that any intrusion (read: people who got to their usual spot first) are given such a staring down that if looks could kill, the "usurper" would have suffered more bruises and would have been more bloodied than a Mixed Martial Arts contender.

(Courtesy of myspace.com)

In case it wasn't clear, the gym is a free space: that means no holdsies, no reservations, no absurd rationalizations. It is strictly First Come, First Served. Just like any line in life - or at least those who honor lines, like myself, like to think so.

Do not get "angry" if someone is standing on your favorite spot. Di mo yan pag mamay-ari, di tulad ng inaakala mo. (You don't own the spot, even if you think otherwise.)

Do not hurl invectives at the person who got to the stair climber 5 minutes before you did, because the machine only says "Property of ABC Gym", it does not say "Step out whenever _______________ is present, this machine is all his/hers!!!"

Above all, do not make a lame attempt to justify your insistence on a particular machine or spot by saying something along the lines of "EVERYONE knows I stay on this machine/spot always!"

This is not high school. This is the real world - and not an MTV produced TV show.

7. The Pick-Uppers

Colloquially referred to as a pickup joint that's better than a bar because you see what people look like in bright lights and hear how they grunt as a preview to, er, horizontal delights, the gym is usually thought of as a place to "score" in terms of sex/dating.

I'm not a prude, let me state that clearly, and that's the reason I "get" it. People who go to the gym have to have some form of vanity in their genetic make-up, and it's only natural that they also seek this same desirability in potential dates or lays. Add to the fact that sexual attraction is perfectly natural and a basic part of what makes us "us" as humans, and I completely understand why "hookups" have become almost synonymous with gym culture.

(Courtesy of mindcafe.org)

But, for the love of all things, could you take your "dance" outside of the gym? Once you've established your interest in each other, please do not act like you are in a badly directed pornography flick, tossing off sickening one-liners as a come-on to your potential "score". And I say this to both clients of the heterosexual and homosexual variations: Don't shit where you work (out). (Again, I understand there are "gyms" where actual intercourse takes place with the hooded consent of the management. I'm not talking about those establishments, which aren't really "legit" fitness centers to begin with.)

A friend told me of such an encounter between two members of the human species elite genus: fashion models who cannot gain weight even if you force fed them a hunderd years, who "work out" to gain weight as opposed to everyone else trying to take it off.

The female was constantly doing her bicep curls from a seated and bent over position, the better to enlarge her breasts and cleavage - as I mentioned, she is stick thin so she needed all the help in "magnifying" her assets. The male model, who typically had "chicken legs" (overly developed upper body with a serious deficiency from the waist down), kept posing his guns and chest, also for purposes of "mating".

Both unfortunately and fortunately, my friend was in the middle of their "courtship", seeing them exchange their glances of longing and desire, and (like me if I were in her place) was rolling her eyes internally.

It all came to a head when the female took the direct approach, went up to her male counterpart, and asked, in full bravado: "Are you trying to seduct me?"

Someone please call Webster Dictionary. We've been saying it wrong all these years.

8. The Clique Formers

The gym is a social space, so it's no surprise that small sets of people, clumping in groups based on affinity or interest are formed. It is pretty much the same everywhere else, except that the ones in the gyms tend to have more, uh, passionate expressions of their loyalty to their cliques.

(Courtesy of ghow.info)

If you've seen the movie series of Step Up, you'll know what it boils down to: a dance-off. But not a formal one; instead, nag papabonggahan sila (they try to outdo each other) in class. It starts out with someone from the other group hearing that Ms. Thing said you look fat, so you have to retaliate by saying "your level of fat makes me look like Paris Hilton!" Pretty soon, we have two sides calling each other every name in the hog-raising handbook, culminating in a show of "talent" on the group exercise floor.

I pity the bystanders in this affair, who only went to the gym to get their daily dose of endorphin rush, and burn a few calories, who did not know that today would be the day when they walked into the middle of a television drama episode of "Gym Days Of Our Lives".

Hair pulling, spitting, chair throwing, hissing and spewing...I've seen these happen before my very eyes.

And those are the antics of the male population.

9. The "Loyalists"

In the course of work that is physically draining, it is inevitable that teachers of group exercise classes will have to endure injuries, or just have a vacation in order to recuperate both body and mind. In those instances, they are forced to call in a substitute to cover for them while they are on leave from teaching their regular classes.

(Courtesy of jwsokol.com)

You should hear what "fans" of the original teacher say once they see it isn't who they expected standing in front of the class: they can be vicious.

"Is this your first day on the job?" is an entry-level insult.

I have seen substitute teachers who have had to stop teaching midway because they had to rush to the bathroom to let out a good cry from the verbal abuse they had to endure. Some teachers have had to withstand being called names, being cursed at the way unsavory characters would give them, and being looked down upon and called a "waste of time, I went all the way here...for you?!?"

(This is the reason why teachers have to announce beforehand that they will be absent for certain days and why the gym has to inform the clients well ahead of time so that class schedules can proceed as smoothly as possible without jarring the experience of clients, and while we as teachers are grateful for their loyalty, we also feel badly for those who have to cover our classes. They certainly expect better treatment as they can choose to be elsehwere doing something much more pleasant than fielding death threats.)

True story: I had barely a year teaching under my belt when I was tasked to cover for a very popular teacher. I took it as a challenge because I wanted to see if I would be well received, and was very open to criticisms, in order to better myself in the profession I have chosen.

A co-teacher who found out where I was teaching and who I was covering for felt the need to see me personally, and gave me a tersely-said advice: "Whatever you do in that time slot, leave your pride at the door. You won't have any to speak of anyway by the time they're done with you."

She turned out to be right, and it was an eye-opener as to what kind of clients I had the possibility of facing in the future.

I was teaching a step class, and I saw the spaces beside me rather "vacant", so I asked the class to come closer to me, and in jest, assured them that I bathed before I came into class. They all looked at each other and said "Wala pa yung Mafia." (The Mafia hasn't arrived.)

Yes, it was that kind of client.

The "Mafia" turned out to be 4 "Ladies Who Lunch" types, in full make-up and jewelry hanging on them like ornaments on a holiday tree. The clear leader was the one who placed her step beside me on my right.

Did I say placed? I meant "dropped noisily while looking at me from head to toe".

As we were still warming up, I had the class go through some basic steps and a little preview of what was about to be taught ("rehearsal moves" in industry-speak). Already, I could see the pack leader smirking, hear her sigh audibly, and in less than 5 minutes, considered herself astute enough to size my teaching ability and class to render her "judgement".

She kicked her step towards my direction, which flew smack into the mirror beside me, she screamed "WALANG MAKAKAKUHA NYAN! PUT-NG I-A!" (Nobody will get your steps! Your mother is a whore!) and stood there beside me, trying to induce death by staring.

Everyone - including me - suddenly went in Slow-Mo Mode (slow motion): We had one foot on top of the step, one on the floor, mouths opened wide with the realization of what just happened, and thankfully I had enough presence of mind to remember that I was still conducting a class and told everyone "Alright, everyone, continue holding in this pattern while I show you the next variation."

Oh, Pack Leader wasn't done.

My indifference caused her to rage in a different direction: she then went up to the row of treadmills (which were filled up to the brim as it was a "primetime" slot for the gym, 6 PM), went up to an unsuspecting "puller" (the treadmill exerciser who raises the machine to the highest incline, locks her arm in front and starts "walking" as if being dragged in front) who happened to be at the corner, then Pack Leader proceeds to yank off the girl from the treadmill (if memory serves, she had long, beautiful black hair), who was more stunned than hurt from the shock of her being "ejected" forcibly from the treadmill, all the while Pack Leader kept screaming, "AKO NA DIYAN!!!" (It's now my turn!!!)

Loyalty can take you to some dark places.

10. The Mirror Lover

Initially, I pegged this as a men-only affliction, when those with ripped bodies - thank you, steroids! - like to face any reflective surface, lift off their shirts or tank tops to reveal to one and all their ripped six-pack, then posing for a forced audience while simultaneously saying "I'm still a little fat, I need to work out more."

Conceited much?

(Courtesy of psychcentral.com)

Lately, however, even the ladies seem to enjoy their unabashed self-love they abuse on the mirror: lifting their breasts up to seem perkier, claiming to their friends -loudly - that they still need to lose three inches from a waist that measures 20, and pouting their lips endlessly as if they are applying to be on those ads for the "Call Me If You're Lonely" hotlines.

While we're on the subject, I wish the ladies would apply less makeup, perfumes and whatnot before they workout. It would be better if they could wear none at all, as the powders block facial pores, which have to be open to sweat naturally during a workout, the body's defense and response against too much heat induced by exercise. Some people also cannot stand certain scents of perfumes, which can lead to an unpleasant experience for them, and may trigger asthma attacks in some who are sensitive.

One of them actually came up to me, in her skimpy bra top. This girl has won fitness and bikini contests, and because she had just come from the USA, she felt she had transformed into a morbidly obese person, and while still in her bra top, complained "I was so EVIL in the States! I had corn dogs, fries, chips and soda! I am SOOOOOOOOOO fat!!! I hate myself!"

I could not see where she had gained this so-called weight, even if she did ingest the things she said she did, her body had been morphed into such an increased metabolic state that she was burning calories just by standing and breathing.

So I told her honestly: "You don't look like you gained an ounce at all. In this current state, standing in front of me, you could pose for a magazine cover and be asked for your diet secrets."

She then feigned incredulity. "OH MY GOD!!! Are you blind?!? Can't you see that I am, like, the most hideously obese person on the planet?!?"

I sized up her waistline (probably a "perfect" 24), her bosoms bouncing merrily in her taut bra top, with an abdominal area that would make Heidi Klum weep, then stated nonchalantly: "If you're so hideously fat, why are you running around in full view of all these mall goers in a bra top, then?"

That stopped her cold. Talk about false humility, and bad manners.

11. The Spatially Challenged

I seem to attract this special subspecies of ill-mannered clients, which I consider to be the rudest of all the etiquette offenders on this list.

They are marked and characterized by:

(a) a seeming incapacity for remembering that a class is ongoing, even if the schedule is clearly posted at the entrance to the group exercise room;

(b) possibly irreversible deafness, as the loud music does not cue these creatures that "there must be something going on here";

(c) possibly irreversible blindness, as they are oblivious to the number of bodies moving in unison, to the instructions of an exercise leader standing in front of the room or on the stage;

(d) and due to the foregoing conditions, they proceed to go on stage or the front of the room - WHILE the teacher is onstage as well - to cross to the other side of the room to get a mat;

(e) and who suddenly regain their hearing and sight, reacting to the catcalls of the clients who boo and make comments loudly at the audacity of the said creature to show such blatant ill manners in front of the entire class;

(f) and trapped in an embarrassing situation of his or her own making, proceeds to do the logical thing: turns his/her nose up in the air, claiming some form of moral superiority in the face of public ridicule, gets BACK on stage to cross back to where s/he came from with the mat, making a facial expression to indicate "I haven't done anything I should be ashamed of!" and proceed with feeling smug that they are "correct".

I have experienced this at least 5 times in my years of teaching. In one instance, the shamed party had the temerity to lodge a complaint that she had never been so humiliated in her life, and that she worked for the Solicitor General's office, making an implied threat that she would file charges for the episode where the clients made fun of her disrespectful behavior, to the class, teacher and the clients. She even made use of the letterhead of the Office of the Solicitor General in her letter threatening legal action, implying that she had the "blessing" of the head of the government agency (and making the gym manager practically pee in her skirt). I should've hauled her ass to the Ombudsman and made a formal complaint about inappropriate use of office equipment and misrepresentation.

I get not wanting to apologize for something that cannot be taken back, but to imply - publicly - that they were "in the right" and that everyone else is wrong in their etiquette compass just reeks of what we experience in politics nowadays: those who have done grievous wrongs against our nation justify it by saying "I'm right! Besides, everyone's doing it!"

Sobrang kapal ng mga mukha. (The thickness of their hides knows no bounds.)

Who knew that the gym would be witness and party to so many lapses in judgement, manners and character? I suppose it comes with the territory: with all the attention and focus given to the physical aspects of one's body, some people utterly forget to develop the other, more meaningful parts of what makes them truly engaging: their ability to connect with others, a large part of which is dependent on how they treat others, the way they want to be treated themselves.

I have met some of the most wonderful, magnificent and lovely creatures I have had the pleasure of knowing fully and calling friends from the fitness world. It is unfortunate that, like most groups, there are bad seeds and bad apples, which give credence to the accusations of our world of being a shallow, vain and bordering-on-stupidity universe populated by dumb individuals who just happened to have won the genetic lottery.

When the truth hurts, it's time to ask why it does.

The Death Of (Gym) Etiquette

In the pursuit of better health, and more importantly for those going to the beaches, better looking bodies in photographs to be immortalized over Facebook, gym goers have had to set up near ridiculous goals in order to achieve this "perfection".

(Courtesy of criticalbench.com)

While it is admirable when clients are fiercely determined in achieving this singular goal, a subset of this population has learned to do these goals "at all costs" - at the expense of others, in terms of convenience, time, camaraderie, and sadly, manners.

Having taught group exercise classes and conducted private sessions in one-on-one and small group settings, and having done this since 1998, I have seen an entire spectrum of Bad Behavior in the gym setting, and thanks to a question posted by Power Music, it gave me excellent fodder and much food for thought for this piece. (And, it seems, people around the world are prone to these lapses in etiquette, it isn't merely a local thing here in the Philippines.)

Here is but a sampling (scary to think this list is not exhaustive!) of ill-manners and poor etiquette that make up some of the worst behaviors exhibited in fitness centers everywhere.

1. The Weight Droppers

This is personally one of my biggest pet peeves, and of course, it happens with the most artificially-induced bulked-up guys in the gym: He -it's almost always a he, come to think of it, I haven't seen a woman do this - makes a big "production" about how this is the "heaviest I've ever lifted", with some acolytes around him cheering him on, lifts the weight for about three to four times in improper form, grunting for everyone to hear, then drops the weight with a thunderous thud.

News for he-man: If you can't control the rate of descent (any action that works towards gravity instead of against it) of what you carried, then it's too heavy for you.

(Courtesy of buyfitness4less.com)

I don't mind the announcing of it being the heaviest he's ever lifted, it makes public humiliation that much easier when he can't even complete one repetition of the exercise. I also don't mind the heavy grunting and groaning, as it provides a boost mentally to some athletes. (I am reminded of Sanchez-Vicario in professional tennis, her expression when she returns the ball is, uhm, unique.)

But to drop the weight as if your sworn enemy is underneath you and about to be crushed, it's in bad form - both literally and figuratively - because (1) you scare the living daylights out of anyone in the immediate vicinity, especially those who really weren't giving you any time of day (2) it reeks of being an attention whore, trying to announce what a big, strong man you are (but it betrays the opposite) and (3) you cause damage both to the plate and the floor, in other words, you are destroying gym property.

Not to mention the worst part of it all, he-man isn't aware that carrying that much weight may actually throw his back out or cause even more serious injuries because of overestimating what he can do, all for the sake of showing off his supposed physical prowess.

Don't make me get out a ruler to measure your real size.

2. The Incessant Phone User

Today's fast paced world demands that we be on call all the time, and understandably, people bring their mobile phones and devices with them even when working out. However, some clients forget that they are also sharing space with other members - paying members - who did not come to the gym to hear you talk about how much of a revision you need to do on your latest sales report, or how you are instructing your secretary to tell your patients that the doctor will be coming in a little late due to an "emergency" (aka you want to finish your workout).

(Courtesy of h2andyou.org)

I understand, your call is important to you. But the key word there is that it's ONLY important to you, and to no one else: Kindly take your call outside of the group exercise room and go to an area where you will be the least disruptive, pwede? This practice is most insensitive when the class in particular is a mind-body class, and a phone conversation defeats the very atmosphere that the teacher and class is trying to achieve.

And if you're on the inclined chest press when you receive a call, please don't sit on the machine for the next 20 minutes discussing how much you lost in the stock market yesterday. This is a gym, and other people are waiting to use the machines as well. This is not your personal office or private space where you can do as you please without nary a thought of how your actions affect others.

Take note: these are paying others.

3. The Class Talkers

Some people astound you with how many decibels their voice volume can go - and not in a good way.

Another infamous act that causes great irritation is when people who attend a group exercise class mistakenly think that they are on a talk show, and proceed to talk over the teacher, the teacher's instructions and the music altogether! Talk about your unordinary loudmouth - that is not an easy feat to accomplish, but I have seen this personally with my own eyes, and sadly, my ears have heard them as well.

(Courtesy of ehow.com)

Back when I was starting out teaching, I used to raise the music volume to match the loudmouths. Unfortunately, I also realized that some people took it as a challenge - and were actually able to still talk over the increased volume!

Over the years, I have learned that the opposite is just as effective, if not even more so: Whenever someone obnoxiously loud would disrupt a class, I would lower my voice and soften it so that my instructions became unintelligible. I would also minimize the music volume so you could only hear a faint beat. It resulted in the same scenario: clients straining to hear what I was saying, making the noisy party a standout, and they had to totally shut their traps lest they relished being given the evil stares from everyone else.

True story: I was conducting a mind-body class in the group exercise room, when two ladies and their personal trainer come in the room, to do exercises on the stability ball (located inside the room). One of the ladies is a medical professional most utilized by "celebrities" to "sculpt" their bodies and faces. They were both yammering away about a party they went to, who they saw, what this person was wearing - in a room and class that was supposed to induce concentration, calm and focus.

Unsurprisingly, some clients began giving them dirty looks, and I decided to approach the trainer to let him know - as if he didn't know - that there was a class being conducted while his clients kept harping on makeup tips. He gave me an irritated smirk, informed the clients that "pinapalabas tayo sa kwarto" (we're being asked to leave the room) and on the way out, the two ladies continued chattering obliviously - and loudly - over their lunch plans.

I guess some people are too dense for words. Even "celebrity doctors".

4. The Maid "Owners"

While it really isn't legal in 2012 to "own" people - and I know some people who want to see those days come back, shudder - some, uhm, "masters" are so used to their maids picking up after them that they bring this (un)pleasant characteristic with them to the gym.

The result: You have weight lifters who, ironically, cannot return the plates they used for their "public lifting" (read: for show), leaving them on the bars, while Ms. Senior Citizen, next in line to lift, is frantically hoping a fitness trainer will help her remove at least one of the plates off the bar, which weighs more than her entire body.

You have irresponsible clients leaving dumbbells of all sizes all over the place, giving headaches to the gym management for potential lawsuits and disability claims.

"Grunters" try to outdo their previous record of doing 1000 situps in one go, and after that show of endurance, cannot be bothered to tap into that same endurance to return the mat they used to their rightful place - out of the way, stacked in a corner so others may use the same equipment.

Bands, steps, "sliders", Bosu balls and so much more equipment getting unaccounted for or lost, because people pick a spot to do their "thing" then conveniently forgetting to return where they got them.

Are they expecting the "maids" to pick up after them? Do the gym employees have to start wearing maids' uniforms as well? But before we do that, maybe we should discuss adding "Servitude Pay" into membership fees. Are these clients amenable to that?

(Courtesy of my.88db.com)

We are all adults. Kindly pick up after yourselves. Please lang.

5. The Perennial Complainer

It's too hot. Now it's too cold. I want a towel with my membership - scratch that, I want an entire Bed, Bath and Beyond collection to go with my daily usage, together with Clarins bath products. And I want a buffet waiting for me after my workout...hello! In other gyms, they give clients bananas, bottomless softdrinks and a coupon for a car raffle!

(Courtesy of socialstrategy1.com)

Seriously?

I understand clients who complain about the basic necessities: having a functional ventilation and cooling system, having machines that work efficiently and not cause more bodily harm than good, having enough equipment and paraphernalia so that a large number of people can enjoy the full workout experience, making sure the floor is safe, dry and ready for physical activities.

I differentiate those valid concerns from those that come close to asking for a chocolate fountain next to a auburn unicorn spewing euros out their mouths: I actually had a client ask me if it was alright to bring her Lhasa Apso with her to class, because she can't bear to be without her baby, and the uniformed maid has to fan her (the client) while in class and deliver her Evian water when she needs it, while poor Lhassie Baby has to do without someone fanning her and giving her expensive doggie treats.

If you think a request like that is appropriate, I suggest heading down to the counseling center of any major hospital. You need help, fast - and not from a fitness center.

Don't worry, we're only halfway through this list. More etiquette gems in the next post.

The Real Bottom Line: Customers

Do businesses know what's important, truly important?

(Courtesy of workplacepsychology.net)

Here's a real life case of a company that will remain unnamed.

Company ZZZ (an apt description) has fielded numerous complaints over the years as to why the facilities they offer to clients have deteriorated and just seem to get worse with each passing year. The company has shown a deaf ear to these complaints, paying lip service with repairs that are called panakip butas in the vernacular (stop gap measures), not really attending to the heart of the problems and just being concerned with one of the symptoms.

The company has fended off repairs, under the response that there is no capital available for repairs. This, when the company continually charges its clients on a monthly basis (usually credit cards), whether or not clients use the facilities every day or just even once a month. And the company hosts Christmas parties on a yearly basis, and also just concluded a "summer outing" fully sponsoring its employees.

One client eventually asked "Are you sleeping on the job? How can you say you don't have money to make repairs when clients see the employees with their pictures of Christmas celebrations and beach barbecues?" (Hence, the aptness of naming this Company ZZZ.)

Having received more than my fair share of crappy customer service, I feel for these clients who have a valid right to complain. When they began paying for the company's services, everything was going well, things were functioning, personnel were attentive. And as with any establishment, problems arise as time goes on and things start to need repair from wear and tear and excess usage.

It is my contention that for companies that experience this - and all companies that have a longer life span eventually will - they can do one of two things:

(1) They can use new innovations to make the company operations run more smoothly and less prone to mistakes and repairs - e.g. automation, using digital devices and methods instead of having to file lengthy bureaucratic paperwork - and they can attend to any problems at the root or source directly head on, not just paying lip service to the standard response of "we'll see what we can do about that". They can see the repairs as a necessary operational expense that will yield loyalty in its current customers.

(2) They can ignore the "old" customers' complaints - anyway they've already "captured" that market - and concentrate on enticing new life into the client base, without fully disclosing that the current customers have been unhappy for years. These "old" clients can't leave because they've grown accustomed to the service and cannot seem to find a satisfactory replacement elsewhere, further emboldening the management of the company to be bullheaded about disregarding any complaints they may hear.

Most customers will choose (1). I don't know of anyone who would willingly choose to be ignored, especially if they pay money for an expected level of service, unless one was a masochist, I suppose.

Businesses who see their enterprise in the long term and with longevity in mind would be well advised to take route (1). Yes, there is a cost, but doing business costs, it is a matter of seeing these problems from a longevity perspective: will it help the business maintain the customers we have right now, and will the goodwill generated by satisfied customers spill over to even newer clients coming in? In today's competitive market, will an upstart that can deliver on what it says be a threat to my own profit margin?

A company I can name outright that has been accused of taking route (2) is gaming giant Zynga. You can search for links in Google of how many dissatisfied customers are leaving its roster, and what steps the company has done to infuse new blood since the "old" customers have given up.

Company ZZZ would do well to take a business lesson from the current state of Zynga.

It is downright suicide for any business to ignore their customers. And the reason for this is simple: Everyone is in business to make money, and you can't earn money if no customers walk in your door.

Customers are the ones who pay for a business to continue. For the clients who are with Company ZZZ, it is high time you realize the power you have in your hands.

One of my favorite cartoon series as a child was G.I. Joe, and every time the show ended, a character would deliver some "lesson" derived from the episode just shown and would mouth these lines:

"Now you know. And knowing is half the battle."

I would wager that doing something concrete about that knowledge is the other half of the battle.

Companies, take heed. Value your customers. They can make or break you, where it really hurts.

Your bottom line.

Deal Grocer Responds. Me Happy.

Having posted about my recent experience at Hotel Intercontinental's Jeepney Cafe, courtesy of a deal I purchased at Deal Grocer, I also decided to let the Deal Grocer team know directly about it, so that they can get feedback from a customer who actually ate there using their offer.

(Courtesy of mukhangpera.com)

To my (pleasant) surprise, I got a response quickly. Which was really unexpected, since I am used to "customer service" being an oxymoron in our beloved islands.

(EDIT: I have just received an email from the Manager and they would prefer that I do not print the letter. I am editing this post to accommodate their request. But to those of you who know me personally, I do not give compliments lightly, so when I say I was satisfied, I mean it.)

How the Customer Service Manager and Deal Grocer has responded has made me appreciate your effort and they will definitely see me as a customer very soon. Nothing can be more persuasive than actual experience, and I can personally vouch for how they reacted once they received feedback. (And hopefully, other sites that offer the same service are observing what Deal Grocer has done given this scenario.)

In truth, Deal Grocer was the broker for the deal, but the merchant was the hotel. It would be interesting to see how the hotel could explain what they offered that night, since even the Deal Grocer representative was surprised at my experience, which was different when they did a "run through" prior to offering the deal on their site.

More thoughts to munch on.