It's all about expectation ( 期望)

這是我們家剛發生的故事
我們認為付RMB3000是會包括了約兩百多的小費.
結果,我們實際付了RMB3600, 多了RMB600. 更糟糕的是,對方不儘不認為拿到小費,還認為他給了我們10%的折扣.
怎麼差這麼多？
It’s all about expectation ( 期望)!!!

2010 跨年至2011的年假,是我們家這幾年來第一次的family trip 沒有golf game.
去年在馬來西亞,前年在Las Vegas,..都是以golf為主軸的vacation.
所以,這次無 golf 的vacation對Daniel來說,可是一大突破,也是很大的犧牲. 為的是要到天寒地凍的北京,探望從去年10月就在那裡籌備新戲的小兒子Doug.

為了進出方便, 我拜託了北京朋友幫我租輛車及開車師傅(司機),提供交通服務,從我們到的12月30日下午三點半到離開的1月2日下午三點, 一共三整天.
朋友很熱心快速的找到一位張師傅, 也email了我相關收費:

>” I already called the driver and let him know when and where to pick you
> up on the 30th, and it's gonna be Buick van with no concern for 限行. all
> the previous conditions still prevail and what you have to pay are the
> van (RMB600/24hrs), gas(RMB7.12/litre on 93), driver(RMB600-800 plus
> any tips he deserves) and toll fees. let me know if any questions.”

小兒子Doug 也被copy了這封 email, 很快的respond提出他的問題
我第一個反應是覺得Doug太直接, 有點對朋友不好意思, 很想出面緩頰一下.
但我接著就決定靜觀其變.難得有小孩會在乎父母花的錢,還願意確保父母不吃虧.
Doug的email:

Hi ,
i am a little bit confused here:
"the previous conditions still prevail and what you have to pay are the van (RMB600/24hrs), gas(RMB7.12/litre on 93), driver(RMB600-800 plus any tips he deserves) and toll fees. let me know if any questions."
from my understanding the driver usually comes with the car, therefore do we just pay for the van (RMB600 which the driver is included) or we have to pay the van 600 + driver 600 total of 1200?
please let me know thanks!
best,
Douglas

北京朋友回答Doug的email如下:

I've explained this to Celia before, if you want to include the driver, then there're restrictions such as mileage limitation of 100KM/day and 8 work hours/day. if you expect to hit over either limit then there's Over Mileage charge (OM) of RMB2/KM or Over Time charge (OT) of RMB50/hour. and either way, it seems you're gonna exceed the limit and that's why I suggested to use known driver who takes care everything without limitations on OM or OT.

as for the driver fee, the RMB600 is a lump sum fee, not on daily basis. actually, counting from 12/30 to 1/2, it's 4 calendar days, but 3 24hour day, so RMB150-200/day for the driver should be ok.

and if you use a local van like 金杯, then it's much cheaper. or if you rent for a long period of time like 6 months, of course you can bargain for better rates. if you want local van, it's fine too, just that it's not as comfortable as Buick van. and if you can arrange from your company a better rate for 3-4 days, that's even better. let me know how you decide. Thanks.

所以,結論是車RMB1800 (600/day x 3 days), 師傅(司機) 三天600, 加汽油/停車/及過路費,及小費. 沒有里程限制,也沒有加班費. 就這樣搞定了交通工具.

張師傅人很好,每次都會下車幫我們開關車門. 這動作很貼心,因為在溫度負十幾度又很乾沒下雪的天氣,常常一摸車門就觸(靜)電. 他說習慣被電了.
他還介紹了兩家很有特色的餐廳,讓我們吃的很開心. 我們都很滿意他的服務.
所以Daniel 算算,決定給他 RMB3000,包括約兩百多的小費.


沒想到, Daniel付了RMB3600, 多了RMB600.

下面是我在離開北京前發給北京朋友的兩封 email:

> It's about the end of our Beijing trip. We are now sitting at the
> hotel lobby waiting for our airport pickup.
>
> We finish the day around 3:10 pm and paid the driver 3,600.
> Based on the driver's calculation, 3.5 days car rental, 4 days wage by
> 200/day, plus gas / toll / parking. And, he charged 50/ hour for
> overtime (starting from after 6 pm). So, total comes up 4000, and he
> gave us 10 0/0 discount to be 3,600.
> We didn't expect the overtime. But, since he's good, we treat the
> overtime as his tips and didn't offer him more.
>
> Just to keep you inform.
> Daniel and I appreciate all your help,
> Celia
 Sent from my iPhone


Dear,

Actually, Daniel tried to stop me from writing the last mail about the driver.
He settled the payment with the driver in the car, while Jeffrey and I went to the hotel lobby to take care of the luggage.
So, Daniel is quite OK with the charge.

But, I told him, it's our Citibanker's way. We have been in the service industry to manage the expectation and the actual performance. And, we like to know the feedback.
So, I convinced Daniel that I need to let you know the situation in case you are requested for the similar referral in the future ( learning from Citi, right?)
It's purely an expectation issue. As you mentioned, if car and wages are ($ 600+ $200) x3, plus the less than $400 gas and toll (we ended up only went to 懷柔 one time), the total is around$2,800.
So, the tip is about $800. To me, the driver's service is good and deserves a big tip but not as he thought that he's giving a discount.

Well, don't you feel you are still working with me at Citi, for handling case like this? :)))

Let's end the discussion and as you said a happy trip with the family is the most important thing, and PRICELESS.

See you in Taipei


Celia

鯉魚國小

南投縣鯉魚國小

今年財金協會一個重大工作就是要協助一些自願的縣市推廣財金相關教育，在這些自願的縣市裏，我認養了南投縣，包括南投國中及鯉魚國小。

鯉魚國小是一個非常迷你的小學，一到六年級學生只有25人，但是校長及老師都非常認真，也很有朝氣。
校長認為越是弱勢的學生越是需要理財，因為相對來講也是在理他們的人生。

從一開始我Train老師時，校長就親自帶領了全校所有10位老師來參加研習營。那是2010年8月25日,還在放暑假期間，能夠全校老師總動員實屬不易。
研習後，校長為全體學生訂立了一個很棒的夢想目標，就是要讓這25位小朋友能來台北市參加花博。為了達成這夢想，學校老師從9月開始要求小朋友每天記帳，並展開一系列相關教學，包括分辨”想要”vs.”需要”如何存零用錢，學習理財規劃。

我去了兩次學校拜訪都被學校經營的認真感動。學校風光明媚，整理得非常乾淨，樓梯到處都貼著英文成語，佈告欄是學生分組做的剪報，很多教室都有電子白板，廚房也整理的很乾淨供應午餐等等。

印象特別深刻的是每一位小朋友的禮貌都教得特別好，小朋友只要見到我們，不管有沒有學校老師或校長陪同，都會主動跟我們說”客人好”。中午吃過飯以後，學校會放刷牙歌，每位小朋友都會刷牙，所以反而越小的小學得到越多老師的關注，很像森林小學，可是是在公立教育體制下。

校長 found her way to fund the trip for those who have financial difficulty kids. But, asked them to plan and save for the trip allowance.
I heard some kids even saved their bus fares by walking back home (some 30 minutes walking). By doing so, they can save $13 a day.

Here is the message I just received today from 財金協會:
鯉魚下禮拜要到台北了，學生用行為點數兌換獎勵金的部份，大概有拿到$300-500不等，需支付兩次午餐跟一次晚餐。校長昨天有跟全校學生精神喊話，提醒他們要規劃餐費，不要第一餐就用完了。

Celia