Cross Culture Understanding

Hi Academia,

There was viral restaurant brawl between Guest and staff even followed with police report filed by the restaurant just due to unconventional restaurant concept that may not be notified by the guest.

Regardless it is good or bad or acceptable or unacceptable to culture, when it comes to services like dining out, customers expect a certain level of service and hospitality from restaurants. However, some establishments have gained notoriety for their unconventional approach to customer service, with staff members who are unpleasant, temperamental, and even prone to screaming. While this may seem like a strange way to differentiate themselves from other restaurants, it can actually be an effective marketing strategy. By cultivating a reputation for being “difficult,” these restaurants can attract a certain type of customer who enjoys the challenge of dealing with a prickly staff. Of course, this approach is not for everyone, and many customers prefer a more welcoming and hospitable dining experience. But for those who are up for a little adventure, a restaurant with a reputation for being unpleasant may be just the ticket.

In today’s globalized world, it’s essential for businesses to adopt a local approach when it comes to service delivery. This means understanding and incorporating the local culture and wisdom into their services. Doing so not only helps businesses build stronger relationships with their customers but also enables them to provide tailored solutions that cater to the unique needs of the local community. Embracing local culture and wisdom can also help businesses stand out from their competitors and differentiate themselves in a crowded marketplace. By taking the time to understand the local context, businesses can build trust with their customers and establish themselves as a reliable and valuable part of the community. Ultimately, integrating local culture and wisdom into services delivery can lead to increased customer satisfaction, loyalty, and ultimately, business success.

Cross-cultural understanding is essential for businesses to succeed in such environments. One important aspect of cross-cultural understanding is the adoption of local wisdom and tradition in the delivery of services. Calling guests by names with titles such as Mr/Mrs/Ms, and how adopting local culture and wisdom contributes to the success of a business.

Local wisdom and tradition are deeply rooted in the history and culture of a particular region or country. They reflect the values, beliefs, and customs of the local people. When business owners adopt local wisdom and tradition in the delivery of services, they demonstrate respect for the local culture and values. This can help to build trust and goodwill among local customers.

This practice of calling guests by names for instance shows respect for the guest and their status. It also helps to establish a personal connection with the guest, which can lead to a positive customer experience. By adopting this practice, business owners can create a welcoming and inclusive environment for their guests.

There have been many incidents of cross-cultural misunderstandings or violations that have had negative impacts on businesses ( taken from various public domain’s sites )  Here are a few examples:

1. Pepsi’s “Come Alive with the Pepsi Generation” campaign in China: In the 1960s, Pepsi launched a campaign in China with the slogan “Come Alive with the Pepsi Generation.” However, the Chinese translation of the slogan was “Pepsi brings your ancestors back from the dead.” This was a major cultural faux pas, as ancestor worship is an important part of Chinese culture. The campaign was a failure in China, and Pepsi lost a significant amount of money.

2. KFC’s “Finger Lickin’ Good” campaign in China: In 2011, KFC launched a campaign in China with the slogan “Finger Lickin’ Good.” However, the Chinese translation of the slogan was “Eat Your Fingers Off.” This was seen as a violent and unappetizing message in China, and the campaign was quickly pulled.

3. HSBC’s “Assume Nothing” campaign in the United States: In 2009, HSBC launched a campaign in the United States with the slogan “Assume Nothing.” However, the campaign featured images of people from different cultures with the slogan “Assuming makes an ass out of you and me.” This was seen as insensitive and offensive to many people, and HSBC was forced to apologize and pull the campaign.

4. The Chevrolet Nova in Mexico: In the 1970s, Chevrolet launched the Nova in Mexico. However, “Nova” in Spanish means “no go.” This was a major marketing blunder, as the name suggested the car wouldn’t work. The car was a failure in Mexico, and Chevrolet had to rebrand it as the Caribe.

5. Starbucks’ “Race Together” campaign in the United States: In 2015, Starbucks launched a campaign in the United States aimed at starting conversations about race relations. However, the campaign was seen as tone-deaf and insensitive by many people, and Starbucks was forced to end the campaign early. The incident damaged Starbucks’ reputation and led to a boycott by some customers.

These incidents demonstrate the importance of understanding cultural differences and being sensitive to them when doing business in different countries. Failure to do so can lead to negative consequences for businesses.

Adopting local culture and wisdom again can contribute to the success of a business in several ways. First, it can help to establish a positive reputation for the business. When a business demonstrates respect for the local culture and values, it is more likely to be viewed as a responsible and ethical business. This can help to attract and retain customers.

Secondly, adopting local culture and wisdom can help to build strong relationships with local communities. When a business is seen as a part of the local community, it is more likely to receive support from local stakeholders such as government officials, suppliers, and customers. This support can be invaluable in helping the business to overcome challenges and to achieve its goals.

Finally, adopting local culture and wisdom can help to reduce cultural misunderstandings and conflicts. When businesses understand and respect local culture and values, they are more likely to avoid actions that may offend local people. This can help to create a harmonious and peaceful environment for the business to operate in.

In short, local wisdom and tradition are important aspects of cross-cultural understanding. Business owners should adopt local culture and wisdom in the delivery of services to demonstrate respect for the local culture and values. Adopting local culture and wisdom can contribute to the success of a business by establishing a positive reputation, building strong relationships with local communities, and reducing cultural misunderstandings and conflicts. By embracing local culture and values, businesses can create a welcoming and inclusive environment for their guests and achieve long-term success.