Are you a Czech? That's exactly what we say, but many people don't really follow that rule, so they have to pay more at the end for the cheapest things.
@@5790-e8d seriously? You are seriously suggesting that it was some Bata-guy who came up with phrase that seems to be existing in dozens of languages and where one finds mostly British and American (US-Jewish) references as a primary source? I am in no position to say that you are wrong, but is there some serious proof of your extraordinary claim?
@@jammmy30 You maybe underrestimate influnce of Baťa company, it was the biggest shoe company back in the day and Tomáš Baťa was building entire cities for workers in other countries, he literally brought civilisation (more precisly western civilisation) to some south american countries, connected them to electricity and installed modern life style with fair work with only 8 hours shifts there. Ofcourse, I am pretty sure that phrase existed before, but he could be the guy who popularised it. He is not "some Bata-guy," he was like Bill Gates or something of his time.
That’s it, you passed your test. Your Czech passport is in the mail. Not only you now understand how the system works, you are also capable of resenting the person who is sticking out. That’s arguably not the best reaction but it definitely makes you very Czech. I am very grateful that you are willing to take the quirks of our national character in stride.
See, Jen? Totally fair way to grant you citizenship right? Now we also know why is the czech system and some government policies so screwed up: Their representatives track the applicants on youtube and post comments there ;)
“Capable of resenting the person who is sticking out... very Czech”. Wow! Really?! We have a very special word in Swedish that describes just exactly that and that is the very principle by which Sweden sees it self. This very thing you said is the core of our national identity. That concept in Swedish is called “Jantelagen “. This is why you find Owner (!) of IKEA buying coffee there during the happy hour - NOT to stick out ( Jantelagen ). This is so shocking to find out that Czeh people are like this. I mean most of them are so passionate, speak loudly and it seems like they argue a lot. And now you are telling me that you are just like us, your also social democrats down to your very core as a nation?!
I worked at the airport and we also served this airline. At first, the airline is not Czech but Irish (if we are talking about the blue and yellow one) The check-in agents are not working for the airline, they are working for the airport and the airline pays fees to the airport for service. If the app is not working and the passenger is not able to do the online check-in always make a screenshot and show it to the agent as proof of the issue (in that case they can make an exception and avoid the fee). The airline is using their own system and they can see all the changes in passenger reservations - so if the check-in agent makes a decision to make an exception and avoid the fee for the passenger they have to write an explanation of why they did it. If the explanation is missing or doesn't fit the airline's reasons for exception (I felt sorry for them, is really not a good reason) the check-in agent has to pay the fee and some extra money for the "mistake". I guess nobody wants to pay for anybody else's mistakes. :)
A to je všude. Paní je Američanka. Jim se nestane, že 2/3 služeb patří všem okolním zemím, jen ne Američanům. Volat manažera 😆?? Kam? Do Irska, Skotska, na Island?... A jejich chyby platí český zaměstnanec. To není jen na letišti. Tedy pozor na LEVNÉ, staročesky: laciné moravsky: lacený "Lacený...2 x placený!" To, ovšem, platí už z dob mé babičky, tedy někdy z meziválečných let. Tyto "podezřele levné" společnosti, portály , výrobky raději obcházíme širokým obloukem😊. Vám vyhověl, protože jste mladá a hezká. Mě by to nechal zaplatit za všechny ve frontě 😃😃🤷
There is an old Czech saying that summaries this approach: "How you call into the forest, so the forest echoes." or "You can catch more flies with honey than vinegar." in short, asking nicely and creating pleasant situation nearly always leads to good reaction from the one being asked.
@@Anastazka00 he was calling the situation "unfair" which brings bad vibes. It must have sounded like "you are being bad to me", which the Englishman probably also meant. If you accuse someone with nice words you are still accusing the person and the person knows it.
This reminds me of a thing that surprised me abroad. So I am Czech and live in Korea. One day i was taking a train somewhere with a Chinese friend. Both of us foreigners, we we're a bit confused and accidentally boarded in the opposite direction. We realized a few stations later and got out. As i was searching online to buy new, correct tickets, my friend told me 'Hey we should go and ask them for refund' I was like 'What? that wont do, it's not only after the train left, but we even used it to move a few stations.' In the end he convinced me, we went to the guy selling tickets at the station and i explained what happened without much hesitation, looked at my ticked in the phone and sent the money back to my account. I was so surprised, :D I think i would never try to attempt this in czech :D
I would simply keep the tickets and board the next train going in the right direction. Mistakes happen and you clearly did not 'benefit' from the unplanned detour.
I use similar approach in USA too. I claim that the problem is completely my fault and ask for help... often they help or suggest to which manager I should talk to get what I want. My theory is, that at the end of the day, we all want to go to sleep at night feeling good about ourselves, that we did at least one good deed that day... That is why the approach is successful.
Jen, I live in London (I am a Slovak) and the Western, should I say...The British way of speaking through fake politeness and smiles, trying to convince the person in charge that their way makes more sense....is many times unbearable and they know it - that's why they do it, to be so politely annoying that you give in. For me, simply disgusting. How the Europeans deal with issues is - say the truth, be humble and your fellow Central European will usually be happy to help. Just be a human, not a fake person. Not so hard, is it?! :D
It is hard when me as a Dutch person gets treated like shit for thanking somebody for their service. I loved Prague but y'all still stuck in that USSR bitterness. Younger generation was miles friendlier too, has nothing to do with being fake.
@@willemligthart1356 I am sorry you had uncomfortable experience and whilst we might be bitter on the outside, we are much more caring than Western cultures on the inside. It's just a different culture but yes, we should maybe be more receptive that your culture is different and to be aware we need to be softer. Maybe that's how we should approach it!
Not that I'm painting the British as monoliths but yes when I recollect moments of the way most British people complain.. This rings so true! Sorry Brits.. I genuinely love you guys but there is a reason why British tourists are more often make it on 'worst tourists' lists.
@@willemligthart1356 Young Czech here. I once visited a fancy restaurant in the center of Prague. I checked the reviews and the Westerners loved it. Great service, whenever they served food, they explained what it was and how it was prepared, regularly went back to us to ask if we were enjoying ourselves... I hated it so much. I didn't like the menu. I thought the waitress was annoying, overpolite and "fake". Even though we were both native Czechs, the interaction didn't feel like that. I can appreciate a good service, it's just that what I consider a "good service" wouldn't be considered one by most Westerners. I expect to come in, say hello, order what I want, receive it, eat it, say thanks, pay and walk away. I don't want to talk with anyone unless there's a reason to. I'm highly introverted and it'd be a mistake to say that this is how most people behave. My dad is the exact opposite and he enjoys talking to the waitresses. The best and most professional Czech waiters or waitresses that I've met can pretty much immediately adapt to all sorts of people. I know for sure that if they behaved like this to foreigners, it would be considered a poor service. And unfortunately, I don't think you can really combine the two approaches. For me, it will still be annoying to watch and hear the staff attending other customers. For them, it might be uncomfortable receiving all the service while someone else gets none. On a deeper psychological or cultural level, I think this must have something to do with how we view and value other people. I'm not really sure how to describe this, but let me just say that the American way of dealing with people often feels arrogant and downright cruel to me. And yet, I myself would be VERY direct if I felt robbed or cheated upon. Maybe the threshold for me to complain is just higher, but when I do complain, it's an all-out nuclear war. Something like that. I don't know. On one hand, I don't want people like you to come out of here feeling dissatisfied, but on the other hand, I don't want our culture to slowly be pushed away during the course of globalisation. Unfortunately, I feel that's exactly what's happening and that it's more rapid than ever. In my opinion, we should do more to protect our culture, mostly by the means of increasing self-sufficiency, promoting local industry and farming, producing more content in our native language and limiting the outer influence, especially the political influence. I wish other countries did this as well. Globalisation not only kills the cultural diversity, which is one of the most charming things about this world, but it also creates all sorts of huge problems. Years ago, one factory got flooded and boom, the prices of hard-drives all around the world skyrocketed, because it turned out that there were only like two or three factories on the entire planet producing that one particular component. We have the same problems with chips or pharmaceutics and I obviously don't need to mention that right now, we got ourselves into a deep crisis because of the dependency on the Russian gas. Instead of the current EU, I'd prefer if our countries cooperated on a strategical level, but promoted self-sufficiency wherever (practically) possible, even if it meant a slight decrease in the GDP numbers. In turn, this itself would also decrease the need to travel. I mean, there's nothing wrong with travelling, not at all, it's just weird to visit Prague and experience something that's not really Czech at all, because it's tourist-shaped. Why travel then, right? :D Please don't take this personally, I'm not even talking to you at this point, just generalizing. I know nothing about your experience here and there's a number of problems in Prague (see Honest Guide on YT) which have nothing to do with culture of anything, some people are just scammers however you slice it (often not even Czechs, but from countries such as Bulgaria etc). I'm also planning to visit some countries and I hope to either have a good experience, or realize in advance that I wouldn't have one and avoid such countries.
As my mom always says "posyp si hlavu popelem a dělej debila", which literally means "pour ashes on your head and act dumb" but means "be honest, take all the blame on yourself and act dumb" Usually works for me, even when asking for some info.
Your story is definitely valid in that sense that the airline clerk made a gesture of goodwill in your case, so you were technically at his mercy at that moment and he used his power in a positive way. However, that absolutely doesn't mean that he could do the same thing for all the other passengers, that's simply impossible and his superiors would fire him for that for sure. Let's not forget that basically all airlines operating in the Czech Republic now are foreign owned and their Czech employees must follow their British (or whoever) owner's rules and policies. And that low budget and charter airlines all around the world have some trully strict and bizarre rules and policies is a well known fact, otherwise they couldn't sell their flight tickets for those unrealistic prices. As for the "Czechness" of the whole story: Anyone who has ever been at mercy of some American of British officials as a foreigner (especially dealing with the Customs and Border officers in the U. S., but also with other institutions) must feel amused when hearing about how hostile Czechs are :) I know people who were denied entry to the U. S. without any trully valid reason and nobody was asking how much their flight tickets cost (probably ten or twenty times more than a flight from Prague to London). And speaking about English/British "politeness" can cause only a bitter smile to those who had the "honour" to deal with it. Yes, English/British shop assistents or waiters are in general more polite than the Czech ones, but as someone who's very often in Berlin or Vienna, I can assure you that Czechs very much fit in this "not-so-friendly" Central European standard. But that's obviously only the "exterior", Germans, Austrians and Czechs can be very friendly for sure. Unfortunately, I know very well what's behind that English/British polite "facade". My Italian relative was denied the British citizenship after she had been living in Britain for more than 20 years, having job, paying taxes and having an English husband. And how the British justice system works has been clearly showed on the case of the murdered Czech Zdenek Makar, a 31-year-old small business owner living in London, who was brutally beaten to death and even though the names of his killers were very well-known to the London court, they were released without charges. It was an absolute disgrace and a parody of justice.
I hear about people paying huge fees in budget airlines but all of them were foreigners. All the Czechs I know (me included) are taking all those budget to their financial knees because as Czechs we are used to our bureaucracy and apply our experiences: we first study the airline rules, than find a loopholes and make mental notes what not to do (like checking earlier) and than actually paying only the small price they charge us in the beginning. With a good feeling that we have won 😄 And if any Czech has to pay the fee to the airline? Well, thats his own fault and he will win over budget airlines the next time, you could be sure. If everyone would act as a Czech while flying with budget airlines, those airlines would went bankrupt for sure.
Not true at all. We had a same situation with Wizzair. The online check-in didn´t work and stilll we had to pay in the airport. So we were very angry at the airport (it was in Kutaisi). I know a lot of czech people with the same experience.
We literally learnt this from Austrians, Austria is home country of all bureaucracy. :-D I've been in Vienna during the worst covid time, you had to fill some covid papers everywhere and it was mostly only in German and they just put it in front of you and not explain anything, that's exacly like here, they start to exaplaining it and helping to you after you say something bad about that. There were always like "Just writte some name and adress here, nobody is really checking it." 😀 I noticed that they had some app for that and most of restaurants or other palces had some QR code, but as a foreigner, I didn't know how that work, we had to only show covid certificate here, but nobody was actually checking it if it's really valid. In cinema it was like "Do you have some proof that you had covid or you are vaccined?" I said yes and they were like "Ok, go in." 🙂
Wow. Ok, I'm 100% Czech. I worked as a customer support in an international company and I can say, that this is partly true, but maybe with a small adjustment. It is way more about the behavior and respect you have to the working people. I treated every customer same, but honestly, when someone send us a message in "I am the customer, I can treat you like a modern slave, shut up and approve my request" attitude, I have the tendency to be way more strict, than if someone approach me with respect and asking for a help. Honestly, I thought that everybody has it like that, how can someone possibly think, that if you are not following the rules which you have btw. agreed with before and be rude to the employe, that they would be more willing to help you. I mean, this type of behavior always made me the biggest fan of the company rules and follow them as they are. Yeah, I am Czech, and I actually proud of this kind of mindset we have. Another great video, Jen.
It's not that "deep down they know the system is wrong". Most people will openly recognize that, everybody hates bureaucracy. The point is that if we all have to deal with this shit, who are you to get a pass? It's like the annoyed looks which people jumping the line will get.
Nevidím v tom problém českého úředníka, ale pravidla nastavená dublinskou společností Ryanair. Ona funguje způsobem jako elektroměr Mr. Beana. ( ua-cam.com/video/Sg3a6edVBcg/v-deo.html )
My mother calls this approach "deer in headlines". I saw her do it in the supermarket, at the town hall, post office, everywhere. "Miss I am so sorry, I really don't understand the form at all, would you be the very best and help me figure it out?"... they always take mercy on her and do the work for her, haha
that is exactly my approach and it indeed does work most of the time. Basically try to appear “stupid, but kind” and in most cases, they will take mercy on you.
I am always surprised how humble I should sound even to the bus driver if I have some issue. You are right, and you finally made it completely clear to me. My czech husband is teaching me by his exemple and devices for years this cultural behavior, but it was not completely clear for me until now. Thank you!
For me is unfathomable to not be humble. It is the least you can do when dealing with other people. Treat people the way you want to be treated. But I personally think that many people lack this quality regardles their nationality or status.
@@Leucanthema, There’s even some logic to it. Being a bus driver is a tough job, and there’s no surplus of people queuing to do it. In this egalitarian country, no one should expect to not have to show a healthy dose of humility when they expect others to do something for them.
Jen, these are low cost rules. There are a lot of business conditions behind a cheap ticket. If I want a 15mil UBER ticket in LONDON, it's basically unfair to ask a Ryanair representative for a childish excuse to do something that's explicit in the terms and conditions of carriage. I can promise you as a Czech , that in America with Low Cost such as Southwest airlines and others , a similar action will be followed by the representative and possibly his supervisor only :sorry next. The fact that he helped you somehow was due to many other factors than just the fact that you acted somehow differently than the Englishman in question. However, in conclusion, travelling with lowcost is a much riskier business. That's the price of a cheap ticket. Because this price is inherently dumped and actually economically unrealistic. Well, that's a long story.
jen bych tu připsal RYANAIR je RISK jak PRASE. to jen aby se to dostalo v seznamu komentářů vejš a víc lidí mělo šanci být varováno, že RYANAIR je RISK jak PRASE! je RYANAIR je RISK jak PRASE, žejo?
Ten years ago, I went to London to buy a car. It did not work out and I had to fly back to Czech rep. My credit card was not working in England and I had to pay in cash. 3 times more. Just for paying in cash. So much for english fairness. I bought my Rolls Royce the next time. It is not about Czech, English or Americans. It is about clerks. The worst are US customs. By FAR!!! I went to my friends wedding. Thet cut my suitcase open with knife, also damaging my tuxedo. They opened toothpaste, shampoo and other stuff, and wraped the shi… in plastic wrap. When I complained - we are allowed to check every baggage, next please…. So, Jen, it is not about nationality, people at the airport are the same everywhere. Btw, did You ever fly to Israel? Try to complain at Ben Gurion Airport to anything ;-) - THAT is next lvl experience
@@DreamPrague US customs wanted to check my suitcase and could not open the zipper. So they cut bottom open with knife and my tuxedo was at the bottom. So they cut the tuxedo as well… what really got me mad was that toothpaste and shampoo all over my things. They opened it and shoved it back opened. Denver International AirPort, summer 2007
As someone who used to work in customer service and who always tried to be polite and respectful I can tell you that lot of the time we simply don't have a choice. There are fixed rules. A lot of time the poor person you are talking to has little to no power and hates people who make the rules even more than you do. And in fact american corporates are the worst. They will treat central european customers like swine because they can. Same company will have very different customer service experience in US, UK and in Czech Republic. Also in a lot of places makign exception either requires extra work or sticking your neck out, something I usually tried to do because I am the kind of person who does that but not everyone else is. A lot of time I would catch a lot of flak from the more "american" customers who didn't understand that I am the only ally they have dealing with all the stupid rules and problems. Me: I am sorry but I simply have no power to make exceptions no matter how much I would like to personally. If you like I can call manager and I am 97% sure they will tell us the same thing. Customer: So the only way is to wait and try again? Me: Yes. Unfortunately Customer: wow. That is really stupid! Me: Yes I lived in Greece for a while and let me tell you. They make Czechia look like Switzerland. Yet somehow I had inexplicable luck with authorities. Everything I needed I got fast, easy and on first or second try, it's something that no expact or even local friends I made understood. It made their mouths gape and they all had these stories about waiting for hours and hours. My personal theory is that every time I came there I was calm, polite, nice and never raised my voice and to Greeks who are really used to shouting at each other that is really weird and disconcerning so they did everything they could to get rid of me :-D :-D :-D
As an actual czech bureaucrat (tax office specifically), though a relatively fresh one so far, I can confirm that I know very well just how f*cked up the system (rules) is and I don't have a problem saying so to the "clients", but as the lowest man on the totem pole, while I will do as much as I can to bend the rules, there are some things that I just can't do, simply because I can't push it through our piece of sh!t system (IT) from early 90's... Fun fact: did you know that in many native american cultures, the lower you got on the totem pole, the more prestigious it was? So the lowest should actually be the most prestigious, but that's not how the saying is used, so...
you're right! My husband always corrects anyone who misuses the "lowestman on the totem pole". I totally get that there are some things bureaucrats can't change...but there still are somethings they can. By the way, I'm very excited someone at the tax office writes in such excellent English!
That's really interesting. May I ask a question. If you work for government and understand, the system is f*cked up, why are you working for the government? I mean... if you know, that system is f*ucked up and following rules means for you to treat people badly, why are you staying in that system then? It has to violate your moral standards or is it not? Don't take this, as a criticism please. I used this rare opportunity, as most bureaucrats, I met, were already assimilated by the system, so they either didn't see it's corruptness or didn't care or thought, that some nature law and that it's everywhere. So I'm really honestly curious on your point of view.
@@ondrejkrumpolec3786 I'd like to see myself as Ron Swanson, trying to slay the beast from the inside :) No but seriously, there are some situations, where us as bureaucrats can be corrupted or even abuse our position (again, not me, I'm way too low for this) and this is REALLY f*cked up and I hope to one day get into a position where I can stop or prevent these from happening, even though I'd like to say that at least in my current department I haven't noticed anything like this happening. Or at least I wouldn't say I or anyone I work with has ever treated people badly, just because the rules would let us. Yes, sometimes we have to "charge" fines or interest, but it's because A) we have to, or the system "tells on us" or B) the rules they broke actually make sense, usually it's missed deadlines to send in your tax report/pay the tax. Sure it can be seen as too harsh that we have to do this even if you miss the deadline by 1 day, but if nobody got fined for missing the dealine, then it's like there is no deadline, at which point the whole system fails. That's like having no fines for speeding, then there would be practically no speed limit... Not to mention, if you actually have a good reason for missing the deadline (let's say you were in a hospital) you can always apply for us to waive the penalties, and in quite a lot of cases we do waive them, and there are many other options like this. Can't pay the whole tax? You can apply for a payment plan, again, one of the things we quite often approve... But this is the same as asking police officers in *some* countries how they can do their job when there's so many officers who also abuse their power. Somebody has to do the job and I'd like to do it right and make sure that those around me are also doing it right... Also I lost my job during Covid and I needed to pay the bills, not that I get paid nearly as much as I did in private sector before, but it covers the bills... But anyway, what I originally meant when I said the system is f*cked up, is that sometimes, the rules and the processes themselves just don't make sense. In my opinion, a lot of this is connected to constant changes in laws, people pushing for more automatization and digitalization on one side (which I strongly support) and "beware big brother" people pushing on the other side... Or, as said in my original comment, our IT system which dates all the way back to the early 90's and just wasn't built for what we could do now. Hell there are roughly 40 people on my floor right now, with a good system and a lot of automatization/digitalization, I bet we could do the job with maybe 10 people... And lastly, generally I would say that in the offices directly controlled by the state government (tax office for example), there's not a lot of abuse and corruption. There is definitely still some, and sadly there always will be, but I'd like to think it's getting better... Plus I'd say it's definitely much better compared to the offices controlled by regional and city governments (construction offices for example). We are under a lot of control, while the control in those places is... let's say not very efficient and even when they find something, quite often it just get swept under the rug because whoever f*cked up is friends with the mayor... Damn, I was originally planning just a short response, got a bit out of hand :D
@@DreamPrague Thank you :) Sadly my department doesn't work with foreigners, and even if I did, I don't live in Prague, and vast majority of the foreigners in my city are migrant workers from poorer countries who (usually) don't speak english. Nothing wrong with that, it's just that it means I don't really have any opportunity to use my language skills at work... As for the things we can and can't change, I'd like to think that our department, which is the "youngest" department (lowest average age) in the tax office in my city, also is the most "willing" to bend the rules. I'm not sure if it's connected to the average age, but I do think it's quite possible, because if I look at the... *ehm* older ladies, from another department sitting in the office next to mine... Well let's just say, it's hard to say anything nice about their work morale...
@@Aedar As a lawyer, guys like you are absolute godsent. It is actually really nice to be able to speak to someone who is willing to discuse possible solutions and who is not so much selfcentered and absolutelly sure that their way of doing things is the only possible way because "that´s how we have been doing it since ever". And i get that, sometimes we are annoying because we want something that you can´t simply do. We are just trying, and to be fair, sometimes we don´t even know that it is impossible to do. It is possible, probably even normal, that we are not specialiased in every field and sometimes we need a bit of help too. That is why bureaucrats like you, who are willing to bend the rules a bit or just calmly explain why we are wrong have my and my collegues greatest respect. Please dont became one of the "Old ladies" :).
@@cemper0079 25 years ago, the opportunities in the U.S. were much greater than back home. This is not true any more. Nowadays in the U.S. we are ruled and pushed around by a bunch of lunatics. Inflation is high, crime is super-high, and reverse racism is prevalent. The day will come, and I will humbly return home.
Jen I like your videos and a fresh PoV on our mentality. Usually you are spot on, however here - you are waaaaay off: - the check in guy doesn't work for the airline. He LL be doing check-in for Ryan air now and for AF an hour later. For every airline he has his script, process and set of rules. - this is not a Czech bureaucracy - this is how low cost airlines make money. Fly BA, the ticket will be €300 and your check in will be included - on contrary this is a typical example of American (Westerly) mentality - i mess something up and I expect everyone will be jumping though hoops for me. As for the English man - I don't believe that throughout his stay he didn't manage to find a single wifi where he could do a check in (we even have them on buses now! Not to mention McDonald's or Starbucks on every corner). - If the check in didn't work for you - talk to the agent, he should be able to see why and he should have the option to waive that fee. But don't abuse it because you are lazy to read and understand the T&Cs or to find and open wifi in capital city (as for the English man again their choice to leave EU and the roaming policies 😉
Jen, I am sorry but I have to disagree. I work at customer service and I always do my best for the customers but there are many situations where I cannot do anything about the problem and many times even my manager cannot do anything about it. When it comes to your experience - if everybody checked-in online, the employee wouldn't have to be there. I also think that one of the reasons that the price of the fee is so high is that people are then careful to check-in online in advance as much as possible to avoid the fee. 😀In general, the tickets are so cheap because they don't provide that good service and because you have to do as much as possible yourself online - everything extra is very expensive, as people already mentioned here. I understand that the employee could print the ticket for you but if he did so often, he may get in trouble with his manager (or at least I would do at my job). If I were him, I would probably try to follow the rules as well. And when you make an exception to one person, it is always hard for other customers that won't get an exception, all of them want to avoid the fee and they could get even angrier at the employee, which is understandable. So it's really tricky for the employees to make exceptions for anyone (and in many other situations they really cannot make even one exception). But if the reason that people cannot check-in online is because of a bad app, that's a different situation and is worth making a complain, of course... I know that the bureaucracy in CZ can be really bad and there are many things to improve, but when it comes to this situation, I am not sure that it's that much of a Czech thing. I think that it would happen to you in many countries as well (but this is maybe just a matter of opinion). Anyways, I am glad that you were able to avoid the costly fee and the employee was able to help you. 🙂 This is my first comment on your channel and I am sorry that it is quite negative. I am one of your many Czech fans (I know most of your viewers are Czech, so embarrassing 😀). I enjoy watching your videos, so keep up with your amazing work please. 🙂❤
I hear you, ppl think that ppl behind counters has any power over corporate system, which is ridiculous, you are in a front line and I respect you.. ale my se vzdycky nejak domluvime prece🤣🤣
You're simply wrong, she pinpointed the Czech mentality excepionally well in this video. I worked at a local venue, and was guilty of the same approach.
Also you helped to get rid off the annoying Englishman... 😀 I think that might have helped too... But you are right, the pushy approach gets you nowhere around here. I never thought about that since now how typical thing it is for us 😂
I worked in retail 2 years ago and I think the reason why the humble method works on Czechs is not because they are faithful to the system but because the customers are mostly neutral or rude to them (including their supervisors or managers). So when a person is nice to them (when there's some problem) he's the nice exception from most people that workers are grateful for. Unfortunately it's too easy to forget that the worker is just a human too and usually can't change the system or procedure even if he wants or knows that it's a broken system. The worker is also told by managers that when there will be a problem, he should always take the blame. He can't tell the customer that it's their fault (even if it is). Personally I couldn't manage to work there much longer. It was mentally draining for me.
Hey, Jenn! In these cases, the Czech Republic is the opposite of America - in the USA the customer is always 'right', in the Czech Republic the official is always 'right'! Otherwise, praise for the clever approach - the Englishman pointed out the stupidity of the airline and thus reduced the seriousness of even the official, which is not forgiven! You pretended to be wrong on your part and begged for help, thereby raising the seriousness of the official and giving him the opportunity to demonstrate that it was within his power to forgive you for the transgression and help the 'weak woman!' Unfortunately, as user Martin Herák has already written here, this trick usually only works if the official is a man and the applicant is a pretty woman in trouble - it works great even in the case of traffic violations against Czech police officers, so it is not a trick to outwit Czechs, but a typical example of 'gender equality' for which feminists fight so hard! 🤓😂😉😄😆😛
As I Czech person living abroad, I totally understand. It’s like language, if you change the country, you have to change your behavior… especially in Czechia 😀
Im a Canadian with a Czech father and this explanation is how my dad treats his kids. 😆 thank you for this, its another piece of information that helps me understand that being a child to some czechs is like czech customer service. Můj táta je Česky Šéf.
Heh, takže v zahraniční mám místo požádání o pomoct s problémem, se dožadovat nadřízeného, nebo apelovat na spravedlnost (čímž bude úředník nespravedlivý vůči ostatním). Šílené 😁
Přesně takhle to vnímám já. Během pandemie jsme kontrolovali Covid passy. Někteří lidé si stěžovali, že to nikde na stránkách nebylo (přičemž o reálně bylo všude), a jestli bych je nemohl pustit. Já jim říkám - v tom případě se na to rovnou můžem vykašlat a pustit sem všechny. Daleko ochotnější jsem byl když se přiznali, že je to jejich chyba (což samozřejmě je) a zeptali se jestli jim s tim nepomůžu.
In New York City the 'customer is always right' doesn't always fly. I remember a manager at a retail store telling me once..."The customer is always in the ...way."
Yesh that is not a czech problem but a Ryanair problem and quite frankly you pay for anything extra you want - service at the airport like checking in, luggage ect… also the coach bus from stansted is far cheaper than train. I don’t know, but it does not seem unfair to me, it is not included in the ticket because you are paying 2x less 😀
@@DreamPrague It is not their responsibility to help people who choose cheapest airline and dont read all conditions the airline have which, btw, is the way how they earn money. I am sorry, that English man and you were wrong and the airline person had exactly zero obligation to do any exception.
What an amazing story. I have never thought about it, but I think this is exactly the best possible way to handle these situations in CZ. Similar thing happened to me just last week, when I ordered food online and left my phone in the other room. I forgot about it and only remembered few hours later. So I just said to the service person it was my fault and they just sent me new fresh food with no extra charge or anything. I think part of it is probably that people in these kind of jobs get 100 people screaming at them and being indignant every day and they probably appreciate when every now and then, someone is actually not rude and horrible to them. They know the system is unfair, but what can they do, it's their job to enforce these stupid rules. Honestly, I don't think I could do a job like that. I think the employee at the airport was probably super grateful to you for getting rid of that guy before you and acknowledging that it wasn't his fault.
Hi Jen, the Old Quibbler at your service once again! ;) First things first - when it comes to cheap airlines/shops/services/etc. there is a Czech saying U should brand inside of your brain and keep it there for the rest of your life (as it holds true always and everywhere): "Co nestojí nic, to nestojí za nic." (roughly: "What costs nothing is worth nothing."). The second point is - U dealt really right with your check-in situation, but except for the advantage of your already highly developed (Czech) streetwise senses (to suppress your American instinct reactions in a right time) U had one more advantage over the overly "fair" nad "logical" Englisman and it was your gender...! As a woman U can play a "damsel in distress" towards the men far more successfully then any man would normaly do. ;) But overall U were right - "the little Czech man" often likes to show power over the others but same often he (unless totally way-out) likes to show mercy toward those who nicely put themselves (and play it well) at his mercy - as it gives him even greater feeling of being not only in charge but also morally superior for being generous when he did not have to. Nothing but simple rule of psychology: "Give and you shall receive.". But nice story anyway. Hope it did not get your sister too discouraged from visiting our little basin... ;)
Tak jsem konečně pochopila tu hlášku z amerických filmů "chci mluvit s vaším nadřízeným!". Myslela jsem si, že dotyčný zákazník spíš snaží zaměstnanci takto vyhrožovat než si sjednat nějaké výhody. Každopádně je to děsivý, že v US něco výhodnějšího získá ten, kdo si to umí "vydupat". To už bychom se rovnou na pravidla mohli vykašlat, když si pak každý třetí bude sjednávat nějakou "výjimku". V tomhle jsem typická Češka, pravidla by měla platit pro všechny stejně. V Česku by to bylo nepřípustné, kdyby takhle někdo někoho zvýhodňoval, přestože by na to dotyčný neměl nárok. Zaměstnanec prostě jen dělá svou práci, nemůže za "nelogičnost" systému... A máš tady super vlasy. :)
I am Czech and I still sometimes struggle when dealing with the local bureaucrats:) I think I have inner Englishman. I still think you can often beat the system with the 'reasonable approach', but you need a lot of patience for that, because there will be resistance at every step. I get a real sense of accomplishment when they admit their system was indeed flawed (and imply I was in the right, they somehow never say that directly, and it is never their fault). It is much faster to just go with it and acknowledge they have the power, and that you really regret not being able to not know the system as well as they do and ask humbly if they can help you out. Actually, that is my other favourite approach, (which does not give me a warm feeling of beating the system, but works quite reliably) just to play dumb, and ask for their help with every little thing so I can promise to do it right the next time.
I like your approach and I'd recommend it too. If you need to convince someone to do something for you, it works better if that person feels good about it in the end :) If you make him feel stupid (or angry) you are not very likely to succeed.
At the Check-in doesn't work airline employes, but handling company emloyees who do the check-in and gate service for all of the companies flying from Prague. If they violate the airline rules the handling company and the employees can have a trouble because of that.
This is so interesting, all in all, we've had a really positive experience here with the úřad ladies and gents. They were always trying to help and figured things out even though they had to put up with our minimal level of Czech.
I'm Czech. In a flight from Britain to Czech Republic with British Airways i exceeded the weight of my suitcase just by two kilos. The plane was supposed to be only half full with passengers, so I apealled on the system for not being fair, when I had to pay 1 500 czech crowns for mere two kilos. The lady didn't want to discuss it at all and when I tried it for the third time, she clearly showed me that I might not fly home. I don't think this would be the domain of Czechs in particular.
ten systém vymysleli Íri z Ryanair nie češi. A Briti sú predsa ako ich bratia, navyše dodržovanie pravidiel je Britská doména. Tie drakonické poplatky sú práve preto lebo tie lístky sú tak šialene lacné
Přesně, koupí si letenku někam za 500 Kč, ví že je tam poplatek i za pozdrav a pak se hádá že ten poplatek nechce platit, to prostě nepochopim. A všiml jsem si že to nejčastějc dělaj lidi co prachy maj, protože to ojebávání systému maj jako sport. Pamatuju si jak se takhle jeden známej (ze slušný rodiny, co prachy fakt měl) snažil uhádat aby dojel vlakem jednu stanici za Prahu na pražskou jízdenku a myslel si že to okecá, no samozřejmě že to neokecal, systém je systém, tvoje známosti ani tvoje vysoký sebevědomí ti v Česku proti systému nepomůžou, systém je pro všechny stejnej, když jeden den někoho pustěj z Prahy do 1. pásma na pražskou jízdenku, tak to zejtra budou chtít všichni když "je to přece jenom jedna stanice, notaaak...."
Exactly said. "Fair" means that there are the same rules applied to everyone (it does not apply only to suffering :-) ). What he see as "fair" we would label as "proportional"(?). Great insights on your part.
Well, I guess the check-in guy was just tired of people giving him reasons why they were not able to check-in and decided he would not stand two in the row :-)
@@Peter-Kohut totally agree with your comment. Czech like when you speak their language even if it's not much. This is the good approach. Speak Czech language and they will become friendly.
I work at one of the London airport. usually English people are not as nice. by your experience it sounds like you flew with Ryaniar :D flew with them 12years ago and never again
I fly with them at least 4 times a year last 12 years. For short journeys like London it is no problem at all. You just have to know what you can and what you have to
This is so spot on I almost feel insulted hahaha. I also, even as a czech person, have my own little tricks especially for dealing with grumpy czechs. The trick is enthusiasm and sympathy! Jobs can be tiring especially food service and basically any job involving serving people in some way. Smiling as you greet them, as you thank them just generally treating them as you would like to be treated. Other is making them feel like they are your "saviour" when you need something. Summing it up most czechs have a hero complex and a praise kink hahahhaha. (also tipping in bussinesses - even tho it's not enforced in our culture, rewarding people will change their demeanor greatly! I make sure to tip the workers when they pump gas for me. While I pay and get a coffe they literally make my car look spotless! Tipping is great especially in places you visit often like tailors, favourite pubs and coffee shops... Those workers WILL remember you after a couple visits and treat you completly differently.)
No lidi si musí uvědomit že se ten „low cost“ musí někde zákonitě projevit. Od check-inu přes systém/aplikaci až po pilota a údržbu… to je potřeba popřemýšlet, že sice je ta letenka levná, ale je to na úkor něčeho a jestli do takovýho letadla vůbec chce :D … pak člověk něco udělá jen trochu špatně, ani ne svojí vinou, a už platí přemrštěný částky navíc. Ten check-in agent s tím možná ani nemohl nic udělat i kdyby chtěl, ale hádám že mu to bylo jedno :D ... ale jo, je to dobrej příklad. Prostě zákazníka odrbat tak, že se už ani musí vracet. Je to krátkozraký, ale na dobré jméno firmy se už dneska prostě moc nehraje. I'm awfully sorry my old chap, but you should’ve booked your flight with a respectable airline
Im a bit embarrassed because as a Norwegian I thought «how would I react to this?». And I came to the conclusion that it wouldnt occur to me that the system is bad and that I would assume being late somehow caused so much trouble for the AirPort straff that they would have to fee me not to lose money. So I would most likely apologize to the man for not reading up on the rules in advance and causing them trouble, then I would pay the fee without arguing or barganing.
So good. During the pandemic, I had to get a negative covid test at the hospital before being allowed to fly home to the states. They gave me the wrong type of covid test at the hospital, despite it being their fault and when I realized this it was a big/uncomfortable fight for them to eventually correct this and give me the appropriate/ time sensitive! test for free. Before I even opened my mouth, they knew I was going to get all let me speak to your manager. I'm a social worker in the U.S with African refugees and their cultural bureaucrat strategies often backfire here and make things worse for themselves, they often get highly emotional and try to appeal to worker's humanity about their hardship situation vs.. the American, rational appeal to fairness tactic.
As one of the bureaucrats I absolutely agree. Do number 2 on our lawn us and we'll bury u alive in negative responses. Cooperate and we'll do everything we can to help you bypass this horsecrap. And always remember, we can get into heap of trouble ourselves if we don't follow the rules, be it rather nasty fine, bonus suspension for several months which can sometimes make as much as fifth of the wage, or kick out of the chair which is just so cozy we don't want to get bailed out)
FWIW, I doubt the Englishman's approach would've worked in a British airport either. This is Ryanair after all and you just know their employees (actually, contract workers) are on the hook for any concessions they make. Crude as you may find it, this is their policy across the continent and they've been around long enough for everyone to get used to their methods, or use another airline. Still, good for you for taking such a smart approach!
That make sense, appealing on fairnes forces the employee to make statement, that his company rules are stupid, which is making him bad. But when you just eat humble pie, it gives him opportunity to break rules/makes exception and looks like a hero.
Self deprication to get help is actually pretty good first shot. Its a psychological ploy. Like you said, it puts the other person (with the power) to help you. Thus you get what you need/want, they feel good about doing something for you.
Good job, getting familiar with our rituals and native dances is important part of becoming Czech :) The point is, people usually don't identify with their employer. A lot of the time they hate their job and the only reason they don't go find a different job is because they know it won't be better elsewhere. Therefore they want to do absolute minimum to get their wages. They don't feel obligated to do anything beyond their duties and they hate if someone tries to make them responsible for faults of their employer. But if you get their sympathy, they will help you. It's not because they want to fix what their employer caused. They just get a good feeling for helping a sympathetic stranger and that makes them willing to take the small risk that comes with bending the processes the employer has set up for them to work. Also, calling for manager does not help because the manager hates his job no less than the cashier.
Hi, did you ever make a video about differences between pros and cons of living long term in each country? Like point system of which country has more pros than cons in healthcare social care and rights etc. comparatively? I would love to learn which country is technically and objectively better to live in. Thanks for making these videos they are very informative and funny.
I think the outcome you had was based on the fact that you are a beautiful young woman, as an American living in Czechia for 25 years I have had many bureaucratic encounters both gov and private sector , honey gets better results than vinegar. However one must know which one to use accordingly. Men and women are without a doubt treated very differently.
The best approach here is always the empathetic one. The person you’re talking to is mostly not responsible for your issue, yet they’re getting yelled at for it the whole day. So when you come to them with a smile, express that you know it’s not their fault but you need their help, the chains around their heart will break a little.
The title honestly got me curious! I need to know!! 😂 (but I get into touch with urad like once every few years, so I can't appreciate the desperation properly)
Hello, Jen, Love your videos. I am czech born and raised and I actually used to work in various roles as a customer support representative for US customers so I think I can share some insights/angles on what you described in the video. 1) The price for the checkin really seems high, but that being said, I have to take the side of the airlines over the british man. The "data issues" really sounds like an excuse. Usually you have to book your plane way in advance and there is a Wi-fi all over the place, pretty much every fastfood place in Prague has one. If he really did have data issues, it only shows the lack of planning on his side. Thats something that was 100% in his control. 2) "Surely you see how unfair your system is" By saying stuff like that, you are immediately putting people on a defense even if they agree with it, simply for the fact that they are representing it there and you are expressing that you connect the two as well. Very likely he isnt even allowed the say he doesnt agree with it or say anything like "I am just following the rules" as it would be bad customer service. 3) "Not a way to approach someone, especially if they have modicum of power" Nothing to do with power. The customer service people are given the rules by the company and they are following them as they were trained. And the rules are usually there for a reason. They are not the ones making the rules so they are not really in any sort of power. From their perspective, they are being a good employee. You are the one who is trying to break the rules. Sidenote to this, especially during communist times, the system and bureaucracy was very rigid so people are used to not negotiate about this kind of stuff. Also, and I am basing this is just on experience, it seems to me, that younger people are generally more approachable as clerks, which I think is another symptom of the communist era. People didnt really have to worry about their jobs (didnt have to worry about getting fired), everything was set in stone, it was just different mindset. But it could also just be that I am young guy myself, so people relate to me more and hence are more approachable. Also, a lot of the time the older you get, the less you care, especially in public sector, where the requirements for customer service just arent that high. 4) "An american asks to speak to a manager" Yeah, I experienced this a lot and it really seems to be americans specialty. Here is the thing, the manager in this regard ofetn has the same "power" as the employee does (especially if we are talking about big corporations). The difference is, that while both, the clerk and the manager are trying their best to help you, the managers are there usually longer and they know which rules they can bend, but ultimately, they are as well sticking their head out for you. Thats why I find that "I want to speak to the manager" approach incredibly entitled, way beyond obnoxious. Its condescending to the employee and you are basically signaling that you are somehow better than everyone else, deserving better treatment than everyone else. Also keep in mind, that these "low level" customer service jobs have high fluctuation of employees (one more reason why they dont know which rules they can bend) and the people who start yelling at them, asking for manager certainly arent helping in that regards. 5) You also mentioned his argument: "Think of a father of two small children..." I dont understand what that argument was supposed to achieve. He already explained his situation (which was different), so effectively he is playing "would you rather" with the clerk and is just attempting cheap emotional blackmail. 6) "Appealing to justice or fairness or reason is not the way to get czech person to do what you want" That actually sounds like contradiction to what you are saying in your story. The british guy in his argumentation basically mostly tried emotional blackmail, spewing arguments like "Its unfair", overall playing the emotional card, while basically failing at the only thing he was supposed to do (other than show up). As opposed to you, who mentioned "I couldnt figure out the application" which could be reasonably argued, that partially can be fault of their company as well. Granted, it really might have been your humble approach, which convinced him (it definitely didnt hurt), it might have helped you, that you are a women and in "damsel in distress role", it could have been the reasons you described (who is kidding who, its probably combination of all of the above), but we will never know for sure what this particular clerk was thinking. 7) "They devoted their career to enforcing those unreasonable rules" This ties to my point 3, but also its probably not the first time people tried to get an exception with the same reasoning and arguments you already presented, whatever the topic is. Few more sidenotes to what you said: - As you said yourself, its not fault the customer representative, that those rules are in place. Its always good to keep that in mind when dealing with people. Just because he happens to be there and you are the customer, they are still people just trying to make a living with as complex lives as your own. - I think you said something among the lines like "Convince them the problem is entirely your fault." I would say objectively owning up to your own faults (or taking initiative), is always going to be attractive to people and actually certain sign of maturity or dominance, so it will always earn you points in any interaction (even if you might necessarily be 100% at fault). I dont think thats anything specific to czechs. I would say universally this is going to work the best to have people help you. If that fails, nothing else will (other than your "asking for a manager" approach, but again, there is the caveat of expecting others to put their livelyhood on the line for you). - Good point, about trying to convince people, that their system is screwed up and makes no sense. I had a discussion like that with my mom about our communist grandmother and as my mother correctly pointed out, if you try to convince them, that their whole life they basically "served the wrong side" it would be "devasting" for them, basically forcing them to challenge their entire lifes decisions. Obviously, questioning some random clerk is not as severe as that, but the essence is the same. If you read all this, thank you very much for paying attention. I would be happy to disucss specifics and wish you the best. - Jakub
A few years back I had an experience with low cost airline flying from Prague. I was travelling with my small on board luggage. The guy at the gate ask me to put my luggage into airline bag sizer. Didn't fit 🥴 ,front pocket was a bit bulky so I tried to squeeze it into the sizer as I knew it is only because I had some food inside(bought sandwich, water etc at the airport and put it in my luggage)but he stopped me right there, he said he can't accept it and I have to pay for my luggage and to be send to plane belly , I told him it's just a food and most likely I will eat it on the plane, no luck but he asked to throw the food to the bin then and called next passenger I stepped aside, took all the food from my luggage, stuffed all my pockets with it ( it was winter and I had longer coat) and got back to the gate Luggage passed and in the waiting room I put all food from my pockets back to my luggage 😃 Logic ? 🤔🤔😉
Hi Jen, good observations on the cultural differences - I learned a thing or two on different communication styles... However I would like to comment on couple of points: 1. The reason why YOU didn't pay for the airport check-in in this case isn't your charming demeanour. I suspect that your visa had to be checked by the airline - it's the normal procedure for non EEA passport holders and therefore you were not in breach of your duties. My husband is also a non EEA so is not able to check in online and has to check in at the airport - free of charge. The gentleman who didn't check in was in breach and therefore had to pay the (outrageous) charge as per the Ryanair's T&Cs - I guess he learned his lesson and next time he will check in well ahead of time. 2. I think you are a bit unfair towards Ryanair - yes the travel from Stansted to central London is usually more expensive than the flight itself but that's because public transport in London prices are amongst the most expensive in Europe. You probably went through Waterloo - which adds a big chunk to the cost of any ticket. Even from Heathrow the train fare to central London is £28, unless you take the underground for about £6... But try to find a flight to Heathrow a normal mortal person can afford... Ryanair is still the cheapest airline in Europe and as long as you play by their rules you can travel for next to nothing (for now). And no, I don't work for Ryanair 🤣
I travelled from Stansted to Victoria by bus for about...9 quid? Which was a tad more expensive than a coach from Victoria to Perth (Scotland). :-D Other than that, Ryanair is fine, if you don't have long legs.
.... pssssstttt, you should not give away the Czech secrets !!! You are one of us, so you must keep it in "the family"! :D btw., amazing video as always.
Jen, you are the best! Right now I am not successful dealing with my Czech Airbnb host even that I know the AIRBNB would be on my side. I will vent my anger when I am safely back in Canada.
Hey there, here is an advice from a Czech person: As I was growing up I learned that playing stupid is rly the best way to gain the sympathies of an official! "I messed up, the process was very confusing for me, could you please help me navigate in this situation, because you are an expert when it comes to the system you represent?" I have moderate/good results with this approach so far, Czechs love to feel powerful (because we never have been).
Wow, if you manage to do this, you are certainly eligible for a Czech nationality 😁 1989 my wife (a Czech) was checking in for a flight home from Prague to Amsterdam. At that time there were only two check in desks, one was out of order. There was a group checking in for a flight to Bulgaria. The remaining check in desk wasn't functioning well, the check in officer got frustrated and simply left! Nobody could check in, all missed their flight. Having a Lufthansa ticket, my wife luckily managed to change to the next flight.
That system is perfectly logical, you pay less so you are supposed to do things that would require ryanair (or any other lowcost airline) having more employees... tbh, it should be common knowledge nowadays... There is pretty long period for you to check-in...
In my humble opinion, this is behavior learned in three generations living in a scarcity economy with a high excess of demand. While in an economy of a surplus exists the need for care for each customer for stimulation of demand. In the scarcity economy that prevailed behind the Iron Curtain for the entire socialist era, the situation was just the opposite, and every customer had to seek, demand, bribe, beg, and above all worship and pamper every shopkeeper and official for having a chance to get any service or goods at all. And even though times and the economy have changed, that momentum in people, especially middle-aged and older, persists :-)
I also work in services. Although others, but it is the same everywhere. I'm not entirely sure it worked that you said the right sentence. Of course, that's just my opinion, but it's more of an approach. If a customer comes to me with a problem and treats me like a human being, he is polite and asks me to help him solve the problem, so I am very willing to do what I can. However, if an arrogant customer comes to me and treats me like it's all my fault, that it's the fault of the company, the system and probably the fault of sunspots and pigs flying in the sky, then I'm definitely not going to come up with a way for him to help. And I try to get rid of him quickly because I don't even want to talk to a person like that. I don't think it's about the feeling "I have power here" but rather about how they treat us. And as soon as the rude customer leaves: I'll complain to my colleagues about that customer. :)
@@cemper0079 Myšleno ironicky . Dělal jsem si legraci z toho , že teď už víme co na nás Čechy platí a příště už to nebude mít tak lehké . Se společností to nemělo nic společného .
Jojo, naprostá pravda. Nevím tedy, jak to funguje v zahraničí, ale u nás když něco chcete a víte, že je to "mimo systém", tak to opravdu takhle funguje. Když přijdete od začátku jak spráskaný pes, sypete si popel na hlavu a dáte dotyčnému najevo, že je jediný, kdo vám může pomoct, pak se té pomoci s velkou pravděpodobností dočkáte. Pokud ale na toho člověka "nastoupíte", ať už asertivně, logicky či dokonce arogantně (a že v takovémhle případě je za aroganci považována i ona žádost o zavolání nadřízeného), pak na 99,9 % neuspějete a ještě vám hrozí, že vás dotyčný pořádně "natře". :D
@@tsevca však já taky nikde nepíšu, že je to špatně, jen že u nás to tak prostě je ;) problém vidím spíš v tom, že mnoho "úředníků" má pocit, že když se nechováte dostatečně pokorně, je to pro ně důvod vám to co nejvíc znepříjemnit, to už správně není
In UK if you ask nicely people are understanding and sympathetic and give in. Giving good customer service is putting yourself in other peoples shoes. Also I work in custimer service and a lot of times when asked to speak to the manager the will refuse to talk to the customer and tell me to use my initative and discretion which is called "first point resolution".
Jen this was great! I will probably bring it to my CQ (Cultural Intelligence) class. As for calling a manager, they don't seem to exist. I have been kicked out of two restaurants/pubs now for just sitting there. Once I came up to the bartender and asked to pay with a 1000 KC note, always a bad move, and she tabbed out the whole table for the entire night of drinking. She did not ask me zvlast nebo dohromady. So I went to my table and told the people I was drinking with what happened, thinking they would reimburse me for the bill, but instead, they drunkenly marched up to the bar and complained. And the waitress kicked us out. I asked, isn't there a manager here? The waitress was minding the pub on her own. Again, one night at a new bistro burger place, we were asked if we wanted a last beer before closing; the waitress brought the beer, we tipped her kindly, and then she started sweeping under our feet. My friend asked in perfect Czech, prosím počkejte, až to dokončíme. In a huff, she turned the light off in the room and then went to get the dishwasher to kick us out. I asked to see the manager, but there was not one. (No manager at close to count the till !?!) We left two full beers on the table in a dark room, and march out before the dishwasher did us harm. Finally, one of my students a hotel clerk, told me a story about a Russian man, who locked his key into his hotel room. She called the locksmith to get him back in his room and charge HIM the fee, no backup key/no manager ???. Do you think that owners are so loath to pay more than a skeleton staff to be present that they forget people who work for hourly wages, don't care if the customers return or not? Also, I almost never try to return food here. But one time my smazak was absolutely rancid and I asked for another and the waiter absolutely refuse. I paid for the foul cheese, never to return. I wish my Czech had been good enough at the time to say, Když to sníš, zaplatím ti to. But even now I don't think I would be quick-witted enough to say it correctly at the right time.
Oh man! Those are some seriously bad experiences! Sweeping under your feet, how passive aggressive. Yeah, no mangers to give a sh*T here. But knowing that at least helps set your expectations!
I think this problem is with Ryanair is everywhere, any other airlines are better and in total cheaper, much more comfortable and without additional traveling from some airport in the middle of nowhere
Im Czech and living in UK and the politeness or helpfulness of bureaucrats here is largely myth, rules must be followed everywhere and bureaucratic rules are Byzantine construct everywhere in Europe in my experience, yes, Brits will be more likely more outwardly polite and would say sorry more often than your typical Czech but all low to mid level bureaucrats and customer service people everywhere will think the same about you as a difficult customer no matter if its in UK or Czechia and no-one will habitually risk their lifehood just to break rules theyre contractually obliged to follow for someone who just asked them nicely. And id say its valid even in America- just cos they repeat "customer is always right" doesnt mean they themselves believe its true, they just smile more widely when they telling them" sorry cant be helped" and adding the cost of customers getting freebies into the overall price to hike it appropriately. PS why its unfair that parent with two kids who forgot to check out online cos he had to take care of them must pay airport checking fee as everyone else? wouldnt to be more unfair if he didnt pay the fee as everyone else who also forgot or was unable to do it online but has just one kid to distract them or no kid at all and got distracted in different way? if theres such rule( the unnamed company is well known for trying to be the lowest of all low-costs so everyone should know by now they would make you pay for breathing if they could get away with it in TOS) its only fair that it applies to everyone otherwise it would be more unfair if its application depended on the person behind counter if they like someones sob story or face or not.
I spent 1 semester in the Netherlands and 1 in Czechia and I can totally relate to that. In this kind of situations I am just approaching to the representative admit that I'm in guilt and ask for their help. In the NL this was resulted in them giving me a small brief of the rules again and not helping me at all which drove me crazy. I already know the rules and I admitted that I am in guilt I just want you to be humane and help me, if you cannot it is fine just spare me the damn rules workshop. The way to deal with check people is mainly showing them proof of why you couldn't obey the rules and how it is not your fault. In Czechia tho, they just help you if they can you just need to admit that it was your fault. Nice tip. Won't work with all the Czechs tho 😀
@@Pidalin To get something for free means to get something at no cost to you. If you don’t want to get something for free it is the opposite of that, that means you are willing to pay, where am I mistaken?
Myslím, že tohle nemá nic společného s Čechy, ale se smluvními přepravními podmínkami RyanAiru (nebo o kterou společnost šlo). Jednoduše je při koupi letenky zcela jasně uvedeno, že cestující se na let odbaví online sám a při potřebě tisknout palubní lístek na přepážce je za to poplatek 70 Eur. Takto by to vyžadoval zástupce Ryanu kdekoli v Evropě. Chcete po Evropě lítat za pár euro nebo dolarů? Tak si k tomu přečtěte, za jakých podmínek!! Chcete k tomu full servis? Kupte si letenku u BA za plnou cenu! To že to měla Jenifer zadarmo pravděpodobně pramenilo z interního nařízení Ryanairu, že jejich aplikace měla doopravdy výpadek a jestli se někdo na to odkáže jako na důvod, že se neodbavil online, tak to má bez poplatku. Jako nebýt schopen akceptovat jasná pravidla v případě, že jsou podmínkou pořízení něčeho fakt levného mi připadá dementní a pak prostě aerolinka chce prachy. Daň za blbost. Za konkrétní sedačku při takovém letu také kolikrát zaplatím víc než za samotnou letenku a taky mě neútočím, že když už mají levnou letenku, tak chci zadarmo i všechno ostatní...
Posypat si hlavu popelem, udělat ze sebe vola, a zcela se (zdánlivě) odevzdat do rukou úředníka, či jiného hybatele děje, je univerzální způsob, jak dosáhnout toho, čeho chci. Je to jednoduché: zcela zdarma a bez práce dávám úředníkovi možnost udělat dobrý skutek, možnost udělat se lepším člověkem a ještě jako bonus mu přiznávám odbornost, kterou já nedisponuji. To je nabídka, která se odmítá těžko. Když se budu nekompromisně dožadovat svých "domnělých" práv a budu argumentovat absurditou systému, dočkám se tak maximálně přibouchnutí okénka. Na křikouny není nikdo zvědavý.
Boom !! You nailed it. Czech bureaucracy is quite interesting - I was declined taking my criminal record by one officer and just after 30 minute i reached to another officer and she did this without asking anything superficial. So far, what i have learnt - Try to avoid bureaucrat who seems more than 45 year old, Try to reach the opposite gender, in case of disagreement don't fight & maintain the respect for each other, Always try to polite, nice and pleasant. So far we are surviving for last 5 year with this understanding and our works are always done.
As my grandfather used to say: "I'm not rich enough to buy cheap things."
Are you a Czech? That's exactly what we say, but many people don't really follow that rule, so they have to pay more at the end for the cheapest things.
That come from Tomas Bata.
@@5790-e8d seriously? You are seriously suggesting that it was some Bata-guy who came up with phrase that seems to be existing in dozens of languages and where one finds mostly British and American (US-Jewish) references as a primary source?
I am in no position to say that you are wrong, but is there some serious proof of your extraordinary claim?
Some Bata-guy :D :D :D that is the most stupid and yet hillarious comments I saw this year
@@jammmy30 You maybe underrestimate influnce of Baťa company, it was the biggest shoe company back in the day and Tomáš Baťa was building entire cities for workers in other countries, he literally brought civilisation (more precisly western civilisation) to some south american countries, connected them to electricity and installed modern life style with fair work with only 8 hours shifts there.
Ofcourse, I am pretty sure that phrase existed before, but he could be the guy who popularised it. He is not "some Bata-guy," he was like Bill Gates or something of his time.
That’s it, you passed your test. Your Czech passport is in the mail. Not only you now understand how the system works, you are also capable of resenting the person who is sticking out. That’s arguably not the best reaction but it definitely makes you very Czech.
I am very grateful that you are willing to take the quirks of our national character in stride.
See, Jen? Totally fair way to grant you citizenship right?
Now we also know why is the czech system and some government policies so screwed up: Their representatives track the applicants on youtube and post comments there ;)
@@marikastewpit3132 🤣🤣🤣
Omg, I have totally grown to resent the person sticking out. I really am becoming czech!
@@DreamPrague Yep, glad to have you.🤣
“Capable of resenting the person who is sticking out... very Czech”. Wow! Really?! We have a very special word in Swedish that describes just exactly that and that is the very principle by which Sweden sees it self. This very thing you said is the core of our national identity. That concept in Swedish is called “Jantelagen “. This is why you find Owner (!) of IKEA buying coffee there during the happy hour - NOT to stick out ( Jantelagen ). This is so shocking to find out that Czeh people are like this. I mean most of them are so passionate, speak loudly and it seems like they argue a lot. And now you are telling me that you are just like us, your also social democrats down to your very core as a nation?!
Klasická vyjednávací taktika s názvem "udělat ze sebe vola" :)
U žen "udělat blbou blondýnu" Ano, pomáhá to :D
Přesně tak 😅 funguje to spolehlivě.
I worked at the airport and we also served this airline. At first, the airline is not Czech but Irish (if we are talking about the blue and yellow one) The check-in agents are not working for the airline, they are working for the airport and the airline pays fees to the airport for service. If the app is not working and the passenger is not able to do the online check-in always make a screenshot and show it to the agent as proof of the issue (in that case they can make an exception and avoid the fee). The airline is using their own system and they can see all the changes in passenger reservations - so if the check-in agent makes a decision to make an exception and avoid the fee for the passenger they have to write an explanation of why they did it. If the explanation is missing or doesn't fit the airline's reasons for exception (I felt sorry for them, is really not a good reason) the check-in agent has to pay the fee and some extra money for the "mistake". I guess nobody wants to pay for anybody else's mistakes. :)
We had a same situation with Wizzair. The online check-in didn´t work and stilll we had to pay in the airport. They are all scammers!
A to je všude. Paní je Američanka. Jim se nestane, že 2/3 služeb patří všem okolním zemím, jen ne Američanům. Volat manažera 😆?? Kam? Do Irska, Skotska, na Island?...
A jejich chyby platí český zaměstnanec.
To není jen na letišti.
Tedy pozor na LEVNÉ, staročesky: laciné
moravsky: lacený
"Lacený...2 x placený!"
To, ovšem, platí už z dob mé babičky, tedy někdy z meziválečných let.
Tyto "podezřele levné" společnosti, portály , výrobky raději obcházíme širokým obloukem😊.
Vám vyhověl, protože jste mladá a hezká.
Mě by to nechal zaplatit za všechny ve frontě 😃😃🤷
There is an old Czech saying that summaries this approach: "How you call into the forest, so the forest echoes." or "You can catch more flies with honey than vinegar." in short, asking nicely and creating pleasant situation nearly always leads to good reaction from the one being asked.
Hmm, not 100% correct. The Englishman was nice And polite. What was extra on Jen side was humility.
@@Anastazka00 he was calling the situation "unfair" which brings bad vibes. It must have sounded like "you are being bad to me", which the Englishman probably also meant. If you accuse someone with nice words you are still accusing the person and the person knows it.
@@DomiTomy Truth!
fork found in kitchen, czechs r braindead n incompetent n this guys the example
This reminds me of a thing that surprised me abroad.
So I am Czech and live in Korea.
One day i was taking a train somewhere with a Chinese friend.
Both of us foreigners, we we're a bit confused and accidentally boarded in the opposite direction.
We realized a few stations later and got out.
As i was searching online to buy new, correct tickets, my friend told me
'Hey we should go and ask them for refund'
I was like 'What? that wont do, it's not only after the train left, but we even used it to move a few stations.'
In the end he convinced me,
we went to the guy selling tickets at the station and i explained what happened
without much hesitation, looked at my ticked in the phone and sent the money back to my account.
I was so surprised, :D
I think i would never try to attempt this in czech :D
Great story.
I mean... this might work in Czech... If your intended destination is closest madhouse.
I would simply keep the tickets and board the next train going in the right direction.
Mistakes happen and you clearly did not 'benefit' from the unplanned detour.
I use similar approach in USA too. I claim that the problem is completely my fault and ask for help... often they help or suggest to which manager I should talk to get what I want. My theory is, that at the end of the day, we all want to go to sleep at night feeling good about ourselves, that we did at least one good deed that day... That is why the approach is successful.
"appeal to fairness or logic" 😂😂😂 výborný, na jednu stranu mi ho je líto, na tu druhou sem se tak skvěle už dlouho nezasmál
Jen, I live in London (I am a Slovak) and the Western, should I say...The British way of speaking through fake politeness and smiles, trying to convince the person in charge that their way makes more sense....is many times unbearable and they know it - that's why they do it, to be so politely annoying that you give in. For me, simply disgusting. How the Europeans deal with issues is - say the truth, be humble and your fellow Central European will usually be happy to help. Just be a human, not a fake person. Not so hard, is it?! :D
It is hard when me as a Dutch person gets treated like shit for thanking somebody for their service. I loved Prague but y'all still stuck in that USSR bitterness. Younger generation was miles friendlier too, has nothing to do with being fake.
@@willemligthart1356 I am sorry you had uncomfortable experience and whilst we might be bitter on the outside, we are much more caring than Western cultures on the inside. It's just a different culture but yes, we should maybe be more receptive that your culture is different and to be aware we need to be softer. Maybe that's how we should approach it!
Not that I'm painting the British as monoliths but yes when I recollect moments of the way most British people complain.. This rings so true! Sorry Brits.. I genuinely love you guys but there is a reason why British tourists are more often make it on 'worst tourists' lists.
@@willemligthart1356 Young Czech here. I once visited a fancy restaurant in the center of Prague. I checked the reviews and the Westerners loved it. Great service, whenever they served food, they explained what it was and how it was prepared, regularly went back to us to ask if we were enjoying ourselves... I hated it so much. I didn't like the menu. I thought the waitress was annoying, overpolite and "fake". Even though we were both native Czechs, the interaction didn't feel like that.
I can appreciate a good service, it's just that what I consider a "good service" wouldn't be considered one by most Westerners. I expect to come in, say hello, order what I want, receive it, eat it, say thanks, pay and walk away. I don't want to talk with anyone unless there's a reason to.
I'm highly introverted and it'd be a mistake to say that this is how most people behave. My dad is the exact opposite and he enjoys talking to the waitresses. The best and most professional Czech waiters or waitresses that I've met can pretty much immediately adapt to all sorts of people. I know for sure that if they behaved like this to foreigners, it would be considered a poor service. And unfortunately, I don't think you can really combine the two approaches. For me, it will still be annoying to watch and hear the staff attending other customers. For them, it might be uncomfortable receiving all the service while someone else gets none.
On a deeper psychological or cultural level, I think this must have something to do with how we view and value other people. I'm not really sure how to describe this, but let me just say that the American way of dealing with people often feels arrogant and downright cruel to me. And yet, I myself would be VERY direct if I felt robbed or cheated upon. Maybe the threshold for me to complain is just higher, but when I do complain, it's an all-out nuclear war. Something like that. I don't know.
On one hand, I don't want people like you to come out of here feeling dissatisfied, but on the other hand, I don't want our culture to slowly be pushed away during the course of globalisation. Unfortunately, I feel that's exactly what's happening and that it's more rapid than ever. In my opinion, we should do more to protect our culture, mostly by the means of increasing self-sufficiency, promoting local industry and farming, producing more content in our native language and limiting the outer influence, especially the political influence. I wish other countries did this as well. Globalisation not only kills the cultural diversity, which is one of the most charming things about this world, but it also creates all sorts of huge problems. Years ago, one factory got flooded and boom, the prices of hard-drives all around the world skyrocketed, because it turned out that there were only like two or three factories on the entire planet producing that one particular component. We have the same problems with chips or pharmaceutics and I obviously don't need to mention that right now, we got ourselves into a deep crisis because of the dependency on the Russian gas. Instead of the current EU, I'd prefer if our countries cooperated on a strategical level, but promoted self-sufficiency wherever (practically) possible, even if it meant a slight decrease in the GDP numbers. In turn, this itself would also decrease the need to travel. I mean, there's nothing wrong with travelling, not at all, it's just weird to visit Prague and experience something that's not really Czech at all, because it's tourist-shaped. Why travel then, right? :D
Please don't take this personally, I'm not even talking to you at this point, just generalizing. I know nothing about your experience here and there's a number of problems in Prague (see Honest Guide on YT) which have nothing to do with culture of anything, some people are just scammers however you slice it (often not even Czechs, but from countries such as Bulgaria etc). I'm also planning to visit some countries and I hope to either have a good experience, or realize in advance that I wouldn't have one and avoid such countries.
As my mom always says "posyp si hlavu popelem a dělej debila", which literally means "pour ashes on your head and act dumb" but means "be honest, take all the blame on yourself and act dumb" Usually works for me, even when asking for some info.
Yep, humbly admitting one’s own fallibility goes a _looong_ way in this country.
And I do like it that way.
😂I was hearing exactly that alot during childhood
Your story is definitely valid in that sense that the airline clerk made a gesture of goodwill in your case, so you were technically at his mercy at that moment and he used his power in a positive way. However, that absolutely doesn't mean that he could do the same thing for all the other passengers, that's simply impossible and his superiors would fire him for that for sure. Let's not forget that basically all airlines operating in the Czech Republic now are foreign owned and their Czech employees must follow their British (or whoever) owner's rules and policies. And that low budget and charter airlines all around the world have some trully strict and bizarre rules and policies is a well known fact, otherwise they couldn't sell their flight tickets for those unrealistic prices. As for the "Czechness" of the whole story: Anyone who has ever been at mercy of some American of British officials as a foreigner (especially dealing with the Customs and Border officers in the U. S., but also with other institutions) must feel amused when hearing about how hostile Czechs are :) I know people who were denied entry to the U. S. without any trully valid reason and nobody was asking how much their flight tickets cost (probably ten or twenty times more than a flight from Prague to London). And speaking about English/British "politeness" can cause only a bitter smile to those who had the "honour" to deal with it. Yes, English/British shop assistents or waiters are in general more polite than the Czech ones, but as someone who's very often in Berlin or Vienna, I can assure you that Czechs very much fit in this "not-so-friendly" Central European standard. But that's obviously only the "exterior", Germans, Austrians and Czechs can be very friendly for sure. Unfortunately, I know very well what's behind that English/British polite "facade". My Italian relative was denied the British citizenship after she had been living in Britain for more than 20 years, having job, paying taxes and having an English husband. And how the British justice system works has been clearly showed on the case of the murdered Czech Zdenek Makar, a 31-year-old small business owner living in London, who was brutally beaten to death and even though the names of his killers were very well-known to the London court, they were released without charges. It was an absolute disgrace and a parody of justice.
I hear about people paying huge fees in budget airlines but all of them were foreigners. All the Czechs I know (me included) are taking all those budget to their financial knees because as Czechs we are used to our bureaucracy and apply our experiences: we first study the airline rules, than find a loopholes and make mental notes what not to do (like checking earlier) and than actually paying only the small price they charge us in the beginning. With a good feeling that we have won 😄
And if any Czech has to pay the fee to the airline? Well, thats his own fault and he will win over budget airlines the next time, you could be sure. If everyone would act as a Czech while flying with budget airlines, those airlines would went bankrupt for sure.
Not true at all. We had a same situation with Wizzair. The online check-in didn´t work and stilll we had to pay in the airport. So we were very angry at the airport (it was in Kutaisi). I know a lot of czech people with the same experience.
Hi Jen. *Exactly* how it works in Austria. Well, I guess 600 years of common history.
We literally learnt this from Austrians, Austria is home country of all bureaucracy. :-D I've been in Vienna during the worst covid time, you had to fill some covid papers everywhere and it was mostly only in German and they just put it in front of you and not explain anything, that's exacly like here, they start to exaplaining it and helping to you after you say something bad about that. There were always like "Just writte some name and adress here, nobody is really checking it." 😀 I noticed that they had some app for that and most of restaurants or other palces had some QR code, but as a foreigner, I didn't know how that work, we had to only show covid certificate here, but nobody was actually checking it if it's really valid. In cinema it was like "Do you have some proof that you had covid or you are vaccined?" I said yes and they were like "Ok, go in." 🙂
@@Pidalin In Austria is bureaucracy even buying train ticket. So much nonsense clicking and filling
not only bureaucracy, but also drivers' stupidity.
@@abirwait5636 ...many of them are working Balkans and Polish
I really had some "Austria-Hungary bureaucracy vibes" from this video. :-))
Wow. Ok, I'm 100% Czech. I worked as a customer support in an international company and I can say, that this is partly true, but maybe with a small adjustment. It is way more about the behavior and respect you have to the working people. I treated every customer same, but honestly, when someone send us a message in "I am the customer, I can treat you like a modern slave, shut up and approve my request" attitude, I have the tendency to be way more strict, than if someone approach me with respect and asking for a help. Honestly, I thought that everybody has it like that, how can someone possibly think, that if you are not following the rules which you have btw. agreed with before and be rude to the employe, that they would be more willing to help you. I mean, this type of behavior always made me the biggest fan of the company rules and follow them as they are. Yeah, I am Czech, and I actually proud of this kind of mindset we have. Another great video, Jen.
It's not that "deep down they know the system is wrong". Most people will openly recognize that, everybody hates bureaucracy. The point is that if we all have to deal with this shit, who are you to get a pass? It's like the annoyed looks which people jumping the line will get.
Oh yeah, I can relate to that. Jumping the line irritates me to no end.
Nevidím v tom problém českého úředníka, ale pravidla nastavená dublinskou společností Ryanair. Ona funguje způsobem jako elektroměr Mr. Beana. ( ua-cam.com/video/Sg3a6edVBcg/v-deo.html )
My mother calls this approach "deer in headlines". I saw her do it in the supermarket, at the town hall, post office, everywhere. "Miss I am so sorry, I really don't understand the form at all, would you be the very best and help me figure it out?"... they always take mercy on her and do the work for her, haha
Your mother is a smart cookie ;)
@@DreamPrague that she is :D
that is exactly my approach and it indeed does work most of the time. Basically try to appear “stupid, but kind” and in most cases, they will take mercy on you.
I am always surprised how humble I should sound even to the bus driver if I have some issue. You are right, and you finally made it completely clear to me. My czech husband is teaching me by his exemple and devices for years this cultural behavior, but it was not completely clear for me until now. Thank you!
Glad you agree with me! It was a hard lesson for me to learn!
For me is unfathomable to not be humble. It is the least you can do when dealing with other people. Treat people the way you want to be treated. But I personally think that many people lack this quality regardles their nationality or status.
@@Leucanthema,
There’s even some logic to it. Being a bus driver is a tough job, and there’s no surplus of people queuing to do it.
In this egalitarian country, no one should expect to not have to show a healthy dose of humility when they expect others to do something for them.
@@marekj1100 when I think about it,I am not sure humility is even correct,I would say that the expression I find more fitting is politeness.
Writing "EVEN to the bus driver" shows that you might have understood the concept, but you didn't really internalise it yet. ;)
Jen, these are low cost rules. There are a lot of business conditions behind a cheap ticket. If I want a 15mil UBER ticket in LONDON, it's basically unfair to ask a Ryanair representative for a childish excuse to do something that's explicit in the terms and conditions of carriage. I can promise you as a Czech , that in America with Low Cost such as Southwest airlines and others , a similar action will be followed by the representative and possibly his supervisor only :sorry next.
The fact that he helped you somehow was due to many other factors than just the fact that you acted somehow differently than the Englishman in question.
However, in conclusion, travelling with lowcost is a much riskier business. That's the price of a cheap ticket. Because this price is inherently dumped and actually economically unrealistic. Well, that's a long story.
jen bych tu připsal RYANAIR je RISK jak PRASE. to jen aby se to dostalo v seznamu komentářů vejš a víc lidí mělo šanci být varováno, že RYANAIR je RISK jak PRASE!
je RYANAIR je RISK jak PRASE, žejo?
Ten years ago, I went to London to buy a car. It did not work out and I had to fly back to Czech rep. My credit card was not working in England and I had to pay in cash. 3 times more. Just for paying in cash. So much for english fairness. I bought my Rolls Royce the next time. It is not about Czech, English or Americans. It is about clerks. The worst are US customs. By FAR!!! I went to my friends wedding. Thet cut my suitcase open with knife, also damaging my tuxedo. They opened toothpaste, shampoo and other stuff, and wraped the shi… in plastic wrap. When I complained - we are allowed to check every baggage, next please…. So, Jen, it is not about nationality, people at the airport are the same everywhere. Btw, did You ever fly to Israel? Try to complain at Ben Gurion Airport to anything ;-) - THAT is next lvl experience
Omg I’m dying. They CUT your TUXEDO?? Monsters!! Honestly I hope to not experience flying to Ben Gurion airport. I bet that is next level.
@@DreamPrague US customs wanted to check my suitcase and could not open the zipper. So they cut bottom open with knife and my tuxedo was at the bottom. So they cut the tuxedo as well… what really got me mad was that toothpaste and shampoo all over my things. They opened it and shoved it back opened. Denver International AirPort, summer 2007
As someone who used to work in customer service and who always tried to be polite and respectful I can tell you that lot of the time we simply don't have a choice. There are fixed rules. A lot of time the poor person you are talking to has little to no power and hates people who make the rules even more than you do. And in fact american corporates are the worst. They will treat central european customers like swine because they can. Same company will have very different customer service experience in US, UK and in Czech Republic. Also in a lot of places makign exception either requires extra work or sticking your neck out, something I usually tried to do because I am the kind of person who does that but not everyone else is. A lot of time I would catch a lot of flak from the more "american" customers who didn't understand that I am the only ally they have dealing with all the stupid rules and problems.
Me: I am sorry but I simply have no power to make exceptions no matter how much I would like to personally. If you like I can call manager and I am 97% sure they will tell us the same thing.
Customer: So the only way is to wait and try again?
Me: Yes. Unfortunately
Customer: wow. That is really stupid!
Me: Yes
I lived in Greece for a while and let me tell you. They make Czechia look like Switzerland. Yet somehow I had inexplicable luck with authorities. Everything I needed I got fast, easy and on first or second try, it's something that no expact or even local friends I made understood. It made their mouths gape and they all had these stories about waiting for hours and hours. My personal theory is that every time I came there I was calm, polite, nice and never raised my voice and to Greeks who are really used to shouting at each other that is really weird and disconcerning so they did everything they could to get rid of me :-D :-D :-D
As an actual czech bureaucrat (tax office specifically), though a relatively fresh one so far, I can confirm that I know very well just how f*cked up the system (rules) is and I don't have a problem saying so to the "clients", but as the lowest man on the totem pole, while I will do as much as I can to bend the rules, there are some things that I just can't do, simply because I can't push it through our piece of sh!t system (IT) from early 90's...
Fun fact: did you know that in many native american cultures, the lower you got on the totem pole, the more prestigious it was? So the lowest should actually be the most prestigious, but that's not how the saying is used, so...
you're right! My husband always corrects anyone who misuses the "lowestman on the totem pole". I totally get that there are some things bureaucrats can't change...but there still are somethings they can. By the way, I'm very excited someone at the tax office writes in such excellent English!
That's really interesting. May I ask a question. If you work for government and understand, the system is f*cked up, why are you working for the government? I mean... if you know, that system is f*ucked up and following rules means for you to treat people badly, why are you staying in that system then? It has to violate your moral standards or is it not?
Don't take this, as a criticism please. I used this rare opportunity, as most bureaucrats, I met, were already assimilated by the system, so they either didn't see it's corruptness or didn't care or thought, that some nature law and that it's everywhere. So I'm really honestly curious on your point of view.
@@ondrejkrumpolec3786 I'd like to see myself as Ron Swanson, trying to slay the beast from the inside :) No but seriously, there are some situations, where us as bureaucrats can be corrupted or even abuse our position (again, not me, I'm way too low for this) and this is REALLY f*cked up and I hope to one day get into a position where I can stop or prevent these from happening, even though I'd like to say that at least in my current department I haven't noticed anything like this happening.
Or at least I wouldn't say I or anyone I work with has ever treated people badly, just because the rules would let us. Yes, sometimes we have to "charge" fines or interest, but it's because A) we have to, or the system "tells on us" or B) the rules they broke actually make sense, usually it's missed deadlines to send in your tax report/pay the tax. Sure it can be seen as too harsh that we have to do this even if you miss the deadline by 1 day, but if nobody got fined for missing the dealine, then it's like there is no deadline, at which point the whole system fails. That's like having no fines for speeding, then there would be practically no speed limit... Not to mention, if you actually have a good reason for missing the deadline (let's say you were in a hospital) you can always apply for us to waive the penalties, and in quite a lot of cases we do waive them, and there are many other options like this. Can't pay the whole tax? You can apply for a payment plan, again, one of the things we quite often approve...
But this is the same as asking police officers in *some* countries how they can do their job when there's so many officers who also abuse their power. Somebody has to do the job and I'd like to do it right and make sure that those around me are also doing it right... Also I lost my job during Covid and I needed to pay the bills, not that I get paid nearly as much as I did in private sector before, but it covers the bills...
But anyway, what I originally meant when I said the system is f*cked up, is that sometimes, the rules and the processes themselves just don't make sense. In my opinion, a lot of this is connected to constant changes in laws, people pushing for more automatization and digitalization on one side (which I strongly support) and "beware big brother" people pushing on the other side... Or, as said in my original comment, our IT system which dates all the way back to the early 90's and just wasn't built for what we could do now. Hell there are roughly 40 people on my floor right now, with a good system and a lot of automatization/digitalization, I bet we could do the job with maybe 10 people...
And lastly, generally I would say that in the offices directly controlled by the state government (tax office for example), there's not a lot of abuse and corruption. There is definitely still some, and sadly there always will be, but I'd like to think it's getting better... Plus I'd say it's definitely much better compared to the offices controlled by regional and city governments (construction offices for example). We are under a lot of control, while the control in those places is... let's say not very efficient and even when they find something, quite often it just get swept under the rug because whoever f*cked up is friends with the mayor...
Damn, I was originally planning just a short response, got a bit out of hand :D
@@DreamPrague Thank you :) Sadly my department doesn't work with foreigners, and even if I did, I don't live in Prague, and vast majority of the foreigners in my city are migrant workers from poorer countries who (usually) don't speak english. Nothing wrong with that, it's just that it means I don't really have any opportunity to use my language skills at work... As for the things we can and can't change, I'd like to think that our department, which is the "youngest" department (lowest average age) in the tax office in my city, also is the most "willing" to bend the rules. I'm not sure if it's connected to the average age, but I do think it's quite possible, because if I look at the... *ehm* older ladies, from another department sitting in the office next to mine... Well let's just say, it's hard to say anything nice about their work morale...
@@Aedar As a lawyer, guys like you are absolute godsent. It is actually really nice to be able to speak to someone who is willing to discuse possible solutions and who is not so much selfcentered and absolutelly sure that their way of doing things is the only possible way because "that´s how we have been doing it since ever".
And i get that, sometimes we are annoying because we want something that you can´t simply do. We are just trying, and to be fair, sometimes we don´t even know that it is impossible to do. It is possible, probably even normal, that we are not specialiased in every field and sometimes we need a bit of help too. That is why bureaucrats like you, who are willing to bend the rules a bit or just calmly explain why we are wrong have my and my collegues greatest respect. Please dont became one of the "Old ladies" :).
You trurly adapt to our czech system and logic. Well done.
I am Czech, and this is so true. Living in the U.S. for 25 years had real hard time adjusting to the U.S. way.
Ja bych nechtěl žít v Americe. 25 let tam vydržet to je hustý ja bych nevydržel ani den.
@@cemper0079 25 years ago, the opportunities in the U.S. were much greater than back home. This is not true any more. Nowadays in the U.S. we are ruled and pushed around by a bunch of lunatics. Inflation is high, crime is super-high, and reverse racism is prevalent. The day will come, and I will humbly return home.
Jen I like your videos and a fresh PoV on our mentality. Usually you are spot on, however here - you are waaaaay off:
- the check in guy doesn't work for the airline. He LL be doing check-in for Ryan air now and for AF an hour later. For every airline he has his script, process and set of rules.
- this is not a Czech bureaucracy - this is how low cost airlines make money. Fly BA, the ticket will be €300 and your check in will be included
- on contrary this is a typical example of American (Westerly) mentality - i mess something up and I expect everyone will be jumping though hoops for me. As for the English man - I don't believe that throughout his stay he didn't manage to find a single wifi where he could do a check in (we even have them on buses now! Not to mention McDonald's or Starbucks on every corner).
- If the check in didn't work for you - talk to the agent, he should be able to see why and he should have the option to waive that fee. But don't abuse it because you are lazy to read and understand the T&Cs or to find and open wifi in capital city (as for the English man again their choice to leave EU and the roaming policies 😉
Jen, I am sorry but I have to disagree. I work at customer service and I always do my best for the customers but there are many situations where I cannot do anything about the problem and many times even my manager cannot do anything about it. When it comes to your experience - if everybody checked-in online, the employee wouldn't have to be there. I also think that one of the reasons that the price of the fee is so high is that people are then careful to check-in online in advance as much as possible to avoid the fee. 😀In general, the tickets are so cheap because they don't provide that good service and because you have to do as much as possible yourself online - everything extra is very expensive, as people already mentioned here.
I understand that the employee could print the ticket for you but if he did so often, he may get in trouble with his manager (or at least I would do at my job). If I were him, I would probably try to follow the rules as well. And when you make an exception to one person, it is always hard for other customers that won't get an exception, all of them want to avoid the fee and they could get even angrier at the employee, which is understandable.
So it's really tricky for the employees to make exceptions for anyone (and in many other situations they really cannot make even one exception). But if the reason that people cannot check-in online is because of a bad app, that's a different situation and is worth making a complain, of course...
I know that the bureaucracy in CZ can be really bad and there are many things to improve, but when it comes to this situation, I am not sure that it's that much of a Czech thing. I think that it would happen to you in many countries as well (but this is maybe just a matter of opinion).
Anyways, I am glad that you were able to avoid the costly fee and the employee was able to help you. 🙂
This is my first comment on your channel and I am sorry that it is quite negative. I am one of your many Czech fans (I know most of your viewers are Czech, so embarrassing 😀). I enjoy watching your videos, so keep up with your amazing work please. 🙂❤
I hear you, ppl think that ppl behind counters has any power over corporate system, which is ridiculous, you are in a front line and I respect you.. ale my se vzdycky nejak domluvime prece🤣🤣
You're simply wrong, she pinpointed the Czech mentality excepionally well in this video. I worked at a local venue, and was guilty of the same approach.
Two things which gave you advantage over the english guy: 1) you are a woman, 2) you as foreigner spoke czech to him so you melted his heart💓😄😄👍
A little Czech goes a long way :)
Also you helped to get rid off the annoying Englishman... 😀 I think that might have helped too... But you are right, the pushy approach gets you nowhere around here. I never thought about that since now how typical thing it is for us 😂
I worked in retail 2 years ago and I think the reason why the humble method works on Czechs is not because they are faithful to the system but because the customers are mostly neutral or rude to them (including their supervisors or managers). So when a person is nice to them (when there's some problem) he's the nice exception from most people that workers are grateful for. Unfortunately it's too easy to forget that the worker is just a human too and usually can't change the system or procedure even if he wants or knows that it's a broken system. The worker is also told by managers that when there will be a problem, he should always take the blame. He can't tell the customer that it's their fault (even if it is). Personally I couldn't manage to work there much longer. It was mentally draining for me.
Hey, Jenn!
In these cases, the Czech Republic is the opposite of America - in the USA the customer is always 'right', in the Czech Republic the official is always 'right'! Otherwise, praise for the clever approach - the Englishman pointed out the stupidity of the airline and thus reduced the seriousness of even the official, which is not forgiven! You pretended to be wrong on your part and begged for help, thereby raising the seriousness of the official and giving him the opportunity to demonstrate that it was within his power to forgive you for the transgression and help the 'weak woman!' Unfortunately, as user Martin Herák has already written here, this trick usually only works if the official is a man and the applicant is a pretty woman in trouble - it works great even in the case of traffic violations against Czech police officers, so it is not a trick to outwit Czechs, but a typical example of 'gender equality' for which feminists fight so hard! 🤓😂😉😄😆😛
As I Czech person living abroad, I totally understand. It’s like language, if you change the country, you have to change your behavior… especially in Czechia 😀
Yep 💯
Im a Canadian with a Czech father and this explanation is how my dad treats his kids. 😆 thank you for this, its another piece of information that helps me understand that being a child to some czechs is like czech customer service.
Můj táta je Česky Šéf.
Heh, takže v zahraniční mám místo požádání o pomoct s problémem, se dožadovat nadřízeného, nebo apelovat na spravedlnost (čímž bude úředník nespravedlivý vůči ostatním). Šílené 😁
Přesně takhle to vnímám já. Během pandemie jsme kontrolovali Covid passy. Někteří lidé si stěžovali, že to nikde na stránkách nebylo (přičemž o reálně bylo všude), a jestli bych je nemohl pustit. Já jim říkám - v tom případě se na to rovnou můžem vykašlat a pustit sem všechny. Daleko ochotnější jsem byl když se přiznali, že je to jejich chyba (což samozřejmě je) a zeptali se jestli jim s tim nepomůžu.
In New York City the 'customer is always right' doesn't always fly. I remember a manager at a retail store telling me once..."The customer is always in the ...way."
Hi Jen, great videos!! BTW: not sure if you remember.. it was great to meet you at the coffee shop in the dute free zone on 22.3. 👍👍
Yesh that is not a czech problem but a Ryanair problem and quite frankly you pay for anything extra you want - service at the airport like checking in, luggage ect… also the coach bus from stansted is far cheaper than train. I don’t know, but it does not seem unfair to me, it is not included in the ticket because you are paying 2x less 😀
It really is a budget airline problem, but sometimes the workers have the ability to help you and choose not to.
@@DreamPrague It is not their responsibility to help people who choose cheapest airline and dont read all conditions the airline have which, btw, is the way how they earn money.
I am sorry, that English man and you were wrong and the airline person had exactly zero obligation to do any exception.
I like it. Really. Great way to show some meaningfull ideas behing situation everybody can relate to.
What an amazing story. I have never thought about it, but I think this is exactly the best possible way to handle these situations in CZ. Similar thing happened to me just last week, when I ordered food online and left my phone in the other room. I forgot about it and only remembered few hours later. So I just said to the service person it was my fault and they just sent me new fresh food with no extra charge or anything.
I think part of it is probably that people in these kind of jobs get 100 people screaming at them and being indignant every day and they probably appreciate when every now and then, someone is actually not rude and horrible to them. They know the system is unfair, but what can they do, it's their job to enforce these stupid rules. Honestly, I don't think I could do a job like that. I think the employee at the airport was probably super grateful to you for getting rid of that guy before you and acknowledging that it wasn't his fault.
Your approach was very clever.
Well done. 👏👏👏
Hi Jen, the Old Quibbler at your service once again! ;)
First things first - when it comes to cheap airlines/shops/services/etc. there is a Czech saying U should brand inside of your brain and keep it there for the rest of your life (as it holds true always and everywhere): "Co nestojí nic, to nestojí za nic." (roughly: "What costs nothing is worth nothing.").
The second point is - U dealt really right with your check-in situation, but except for the advantage of your already highly developed (Czech) streetwise senses (to suppress your American instinct reactions in a right time) U had one more advantage over the overly "fair" nad "logical" Englisman and it was your gender...! As a woman U can play a "damsel in distress" towards the men far more successfully then any man would normaly do. ;) But overall U were right - "the little Czech man" often likes to show power over the others but same often he (unless totally way-out) likes to show mercy toward those who nicely put themselves (and play it well) at his mercy - as it gives him even greater feeling of being not only in charge but also morally superior for being generous when he did not have to. Nothing but simple rule of psychology: "Give and you shall receive.".
But nice story anyway. Hope it did not get your sister too discouraged from visiting our little basin... ;)
Tak jsem konečně pochopila tu hlášku z amerických filmů "chci mluvit s vaším nadřízeným!". Myslela jsem si, že dotyčný zákazník spíš snaží zaměstnanci takto vyhrožovat než si sjednat nějaké výhody. Každopádně je to děsivý, že v US něco výhodnějšího získá ten, kdo si to umí "vydupat". To už bychom se rovnou na pravidla mohli vykašlat, když si pak každý třetí bude sjednávat nějakou "výjimku". V tomhle jsem typická Češka, pravidla by měla platit pro všechny stejně. V Česku by to bylo nepřípustné, kdyby takhle někdo někoho zvýhodňoval, přestože by na to dotyčný neměl nárok. Zaměstnanec prostě jen dělá svou práci, nemůže za "nelogičnost" systému...
A máš tady super vlasy. :)
Why he failed to check in is irrelevant. Did he check in? No. Pay up.
I am Czech and I still sometimes struggle when dealing with the local bureaucrats:) I think I have inner Englishman. I still think you can often beat the system with the 'reasonable approach', but you need a lot of patience for that, because there will be resistance at every step. I get a real sense of accomplishment when they admit their system was indeed flawed (and imply I was in the right, they somehow never say that directly, and it is never their fault).
It is much faster to just go with it and acknowledge they have the power, and that you really regret not being able to not know the system as well as they do and ask humbly if they can help you out.
Actually, that is my other favourite approach, (which does not give me a warm feeling of beating the system, but works quite reliably) just to play dumb, and ask for their help with every little thing so I can promise to do it right the next time.
I like your approach and I'd recommend it too. If you need to convince someone to do something for you, it works better if that person feels good about it in the end :) If you make him feel stupid (or angry) you are not very likely to succeed.
At the Check-in doesn't work airline employes, but handling company emloyees who do the check-in and gate service for all of the companies flying from Prague. If they violate the airline rules the handling company and the employees can have a trouble because of that.
This is so interesting, all in all, we've had a really positive experience here with the úřad ladies and gents. They were always trying to help and figured things out even though they had to put up with our minimal level of Czech.
I'm really glad you do! Honestly the service has improved so much in the last several years.
I’m from Czech Republic and I found these information really useful and I’m gonna use them in my life thanks 🙏
Je lepší drama před odletem než drama za letu. To je typický český přístup. :)
A co drama po příletu🤔🤣🤣🤣🤣🤣🤣🤣
Love the video! :D But where did you get your lamp & TV stand?!
Washington state and Japan!
I'm Czech. In a flight from Britain to Czech Republic with British Airways i exceeded the weight of my suitcase just by two kilos. The plane was supposed to be only half full with passengers, so I apealled on the system for not being fair, when I had to pay 1 500 czech crowns for mere two kilos. The lady didn't want to discuss it at all and when I tried it for the third time, she clearly showed me that I might not fly home. I don't think this would be the domain of Czechs in particular.
ten systém vymysleli Íri z Ryanair nie češi. A Briti sú predsa ako ich bratia, navyše dodržovanie pravidiel je Britská doména. Tie drakonické poplatky sú práve preto lebo tie lístky sú tak šialene lacné
Přesně, koupí si letenku někam za 500 Kč, ví že je tam poplatek i za pozdrav a pak se hádá že ten poplatek nechce platit, to prostě nepochopim. A všiml jsem si že to nejčastějc dělaj lidi co prachy maj, protože to ojebávání systému maj jako sport. Pamatuju si jak se takhle jeden známej (ze slušný rodiny, co prachy fakt měl) snažil uhádat aby dojel vlakem jednu stanici za Prahu na pražskou jízdenku a myslel si že to okecá, no samozřejmě že to neokecal, systém je systém, tvoje známosti ani tvoje vysoký sebevědomí ti v Česku proti systému nepomůžou, systém je pro všechny stejnej, když jeden den někoho pustěj z Prahy do 1. pásma na pražskou jízdenku, tak to zejtra budou chtít všichni když "je to přece jenom jedna stanice, notaaak...."
@@Pidalin presne, u nás majitel firmy-prachatý človek kupuje často tovar tak že mám tu len presne o 5-10€ menej , nepredáš aj tak ?
@@V68-l5y Dovolil bych si citovat text jedný písničky od Kabátů: "Proto mám tolik peněz, že jsem nikdy nepůjčil......ni-ko-mu-nic......." 🙂
@@Pidalin A přitom kdyby na sebe neupozorňoval, tak by tu stanici zadarmo dojel, protože průvodčí si nepamatuje, kam měl kdo lístek.
Říct Irovi, že Angličané jsou jako jejich bratři, to chce koule 🤣
Exactly said. "Fair" means that there are the same rules applied to everyone (it does not apply only to suffering :-) ). What he see as "fair" we would label as "proportional"(?). Great insights on your part.
Okrádání turistů je u nás docela běžné a proto jsem rád že existují týpci jako Kluci z Prahy, kteří na to upozorňují.
Tohle je ale naprosto běžná věc všude na světě
souhlasím s vámi oběma.
@@Desperoro Jasny no stát se to mě hodim jim zmzlinu do ksichtu a jdu do hajzlu. Pro jistotu ještě zavolám do Rohanu aby mi sli helfnout😂😂😂
@@DreamPrague Marco
This is nice vid, you are really good at storytelling Jen!
Well, I guess the check-in guy was just tired of people giving him reasons why they were not able to check-in and decided he would not stand two in the row :-)
I think she said Dobry den and he just liked that she used some kind of czech :) English people are arrogant and never care about other languages
@@Peter-Kohut totally agree with your comment. Czech like when you speak their language even if it's not much. This is the good approach. Speak Czech language and they will become friendly.
I work at one of the London airport. usually English people are not as nice. by your experience it sounds like you flew with Ryaniar :D flew with them 12years ago and never again
I fly with them at least 4 times a year last 12 years. For short journeys like London it is no problem at all. You just have to know what you can and what you have to
@@Desperoro again. I work at the airport and it's the worse airline I've seen so far
This is so spot on I almost feel insulted hahaha. I also, even as a czech person, have my own little tricks especially for dealing with grumpy czechs. The trick is enthusiasm and sympathy! Jobs can be tiring especially food service and basically any job involving serving people in some way. Smiling as you greet them, as you thank them just generally treating them as you would like to be treated. Other is making them feel like they are your "saviour" when you need something. Summing it up most czechs have a hero complex and a praise kink hahahhaha. (also tipping in bussinesses - even tho it's not enforced in our culture, rewarding people will change their demeanor greatly! I make sure to tip the workers when they pump gas for me. While I pay and get a coffe they literally make my car look spotless! Tipping is great especially in places you visit often like tailors, favourite pubs and coffee shops... Those workers WILL remember you after a couple visits and treat you completly differently.)
No lidi si musí uvědomit že se ten „low cost“ musí někde zákonitě projevit. Od check-inu přes systém/aplikaci až po pilota a údržbu… to je potřeba popřemýšlet, že sice je ta letenka levná, ale je to na úkor něčeho a jestli do takovýho letadla vůbec chce :D …
pak člověk něco udělá jen trochu špatně, ani ne svojí vinou, a už platí přemrštěný částky navíc. Ten check-in agent s tím možná ani nemohl nic udělat i kdyby chtěl, ale hádám že mu to bylo jedno :D ... ale jo, je to dobrej příklad. Prostě zákazníka odrbat tak, že se už ani musí vracet. Je to krátkozraký, ale na dobré jméno firmy se už dneska prostě moc nehraje.
I'm awfully sorry my old chap, but you should’ve booked your flight with a respectable airline
Im a bit embarrassed because as a Norwegian I thought «how would I react to this?». And I came to the conclusion that it wouldnt occur to me that the system is bad and that I would assume being late somehow caused so much trouble for the AirPort straff that they would have to fee me not to lose money. So I would most likely apologize to the man for not reading up on the rules in advance and causing them trouble, then I would pay the fee without arguing or barganing.
That’s fascinating! Really the opposite reaction of an American. 🤪
So good. During the pandemic, I had to get a negative covid test at the hospital before being allowed to fly home to the states. They gave me the wrong type of covid test at the hospital, despite it being their fault and when I realized this it was a big/uncomfortable fight for them to eventually correct this and give me the appropriate/ time sensitive! test for free. Before I even opened my mouth, they knew I was going to get all let me speak to your manager. I'm a social worker in the U.S with African refugees and their cultural bureaucrat strategies often backfire here and make things worse for themselves, they often get highly emotional and try to appeal to worker's humanity about their hardship situation vs.. the American, rational appeal to fairness tactic.
this advice is totally on point, and should be given to many people even Czech/Slovak who are trying American way of handling these situations.
As one of the bureaucrats I absolutely agree.
Do number 2 on our lawn us and we'll bury u alive in negative responses.
Cooperate and we'll do everything we can to help you bypass this horsecrap.
And always remember, we can get into heap of trouble ourselves if we don't follow the rules, be it rather nasty fine, bonus suspension for several months which can sometimes make as much as fifth of the wage, or kick out of the chair which is just so cozy we don't want to get bailed out)
FWIW, I doubt the Englishman's approach would've worked in a British airport either. This is Ryanair after all and you just know their employees (actually, contract workers) are on the hook for any concessions they make. Crude as you may find it, this is their policy across the continent and they've been around long enough for everyone to get used to their methods, or use another airline.
Still, good for you for taking such a smart approach!
Instant huge fan !! Love these vids. Been in Prg 4 years and was married to a Czech 👌👍🤘
Ahoj Jen, říkala jsi že jsi byla v Rumunsku, byla jsi tam v horách?
Transylvánii myslíš?
@@cemper0079 kdekoli, byl jsem v Apuseni, Ignis, Fagaraš..
@@petrroman7989 Jediny co znam je transylvanie a že tam je hrad Drákuly🤣🤣🤣
😁Byl jsem tam 7 krát.. 😉
@@petrroman7989 Ja 0krát🤣🤣🤣🤣🤣🤣
That make sense, appealing on fairnes forces the employee to make statement, that his company rules are stupid, which is making him bad. But when you just eat humble pie, it gives him opportunity to break rules/makes exception and looks like a hero.
Self deprication to get help is actually pretty good first shot.
Its a psychological ploy.
Like you said, it puts the other person (with the power) to help you.
Thus you get what you need/want, they feel good about doing something for you.
Good job, getting familiar with our rituals and native dances is important part of becoming Czech :)
The point is, people usually don't identify with their employer. A lot of the time they hate their job and the only reason they don't go find a different job is because they know it won't be better elsewhere. Therefore they want to do absolute minimum to get their wages. They don't feel obligated to do anything beyond their duties and they hate if someone tries to make them responsible for faults of their employer. But if you get their sympathy, they will help you. It's not because they want to fix what their employer caused. They just get a good feeling for helping a sympathetic stranger and that makes them willing to take the small risk that comes with bending the processes the employer has set up for them to work.
Also, calling for manager does not help because the manager hates his job no less than the cashier.
Hi, did you ever make a video about differences between pros and cons of living long term in each country? Like point system of which country has more pros than cons in healthcare social care and rights etc. comparatively? I would love to learn which country is technically and objectively better to live in. Thanks for making these videos they are very informative and funny.
I think the outcome you had was based on the fact that you are a beautiful young woman, as an American living in Czechia for 25 years I have had many bureaucratic encounters both gov and private sector , honey gets better results than vinegar. However one must know which one to use accordingly. Men and women are without a doubt treated very differently.
The best approach here is always the empathetic one. The person you’re talking to is mostly not responsible for your issue, yet they’re getting yelled at for it the whole day. So when you come to them with a smile, express that you know it’s not their fault but you need their help, the chains around their heart will break a little.
The title honestly got me curious! I need to know!! 😂
(but I get into touch with urad like once every few years, so I can't appreciate the desperation properly)
Good show Jen, that is exactly how it works. I see you got the Czech spirit.
Hello, Jen,
Love your videos. I am czech born and raised and I actually used to work in various roles as a customer support representative for US customers so I think I can share some insights/angles on what you described in the video.
1)
The price for the checkin really seems high, but that being said, I have to take the side of the airlines over the british man. The "data issues" really sounds like an excuse. Usually you have to book your plane way in advance and there is a Wi-fi all over the place, pretty much every fastfood place in Prague has one. If he really did have data issues, it only shows the lack of planning on his side. Thats something that was 100% in his control.
2)
"Surely you see how unfair your system is"
By saying stuff like that, you are immediately putting people on a defense even if they agree with it, simply for the fact that they are representing it there and you are expressing that you connect the two as well. Very likely he isnt even allowed the say he doesnt agree with it or say anything like "I am just following the rules" as it would be bad customer service.
3)
"Not a way to approach someone, especially if they have modicum of power"
Nothing to do with power. The customer service people are given the rules by the company and they are following them as they were trained. And the rules are usually there for a reason. They are not the ones making the rules so they are not really in any sort of power. From their perspective, they are being a good employee. You are the one who is trying to break the rules. Sidenote to this, especially during communist times, the system and bureaucracy was very rigid so people are used to not negotiate about this kind of stuff. Also, and I am basing this is just on experience, it seems to me, that younger people are generally more approachable as clerks, which I think is another symptom of the communist era. People didnt really have to worry about their jobs (didnt have to worry about getting fired), everything was set in stone, it was just different mindset. But it could also just be that I am young guy myself, so people relate to me more and hence are more approachable. Also, a lot of the time the older you get, the less you care, especially in public sector, where the requirements for customer service just arent that high.
4)
"An american asks to speak to a manager"
Yeah, I experienced this a lot and it really seems to be americans specialty. Here is the thing, the manager in this regard ofetn has the same "power" as the employee does (especially if we are talking about big corporations). The difference is, that while both, the clerk and the manager are trying their best to help you, the managers are there usually longer and they know which rules they can bend, but ultimately, they are as well sticking their head out for you. Thats why I find that "I want to speak to the manager" approach incredibly entitled, way beyond obnoxious. Its condescending to the employee and you are basically signaling that you are somehow better than everyone else, deserving better treatment than everyone else. Also keep in mind, that these "low level" customer service jobs have high fluctuation of employees (one more reason why they dont know which rules they can bend) and the people who start yelling at them, asking for manager certainly arent helping in that regards.
5)
You also mentioned his argument: "Think of a father of two small children..."
I dont understand what that argument was supposed to achieve. He already explained his situation (which was different), so effectively he is playing "would you rather" with the clerk and is just attempting cheap emotional blackmail.
6)
"Appealing to justice or fairness or reason is not the way to get czech person to do what you want"
That actually sounds like contradiction to what you are saying in your story. The british guy in his argumentation basically mostly tried emotional blackmail, spewing arguments like "Its unfair", overall playing the emotional card, while basically failing at the only thing he was supposed to do (other than show up). As opposed to you, who mentioned "I couldnt figure out the application" which could be reasonably argued, that partially can be fault of their company as well. Granted, it really might have been your humble approach, which convinced him (it definitely didnt hurt), it might have helped you, that you are a women and in "damsel in distress role", it could have been the reasons you described (who is kidding who, its probably combination of all of the above), but we will never know for sure what this particular clerk was thinking.
7) "They devoted their career to enforcing those unreasonable rules"
This ties to my point 3, but also its probably not the first time people tried to get an exception with the same reasoning and arguments you already presented, whatever the topic is.
Few more sidenotes to what you said:
- As you said yourself, its not fault the customer representative, that those rules are in place. Its always good to keep that in mind when dealing with people. Just because he happens to be there and you are the customer, they are still people just trying to make a living with as complex lives as your own.
- I think you said something among the lines like "Convince them the problem is entirely your fault." I would say objectively owning up to your own faults (or taking initiative), is always going to be attractive to people and actually certain sign of maturity or dominance, so it will always earn you points in any interaction (even if you might necessarily be 100% at fault). I dont think thats anything specific to czechs. I would say universally this is going to work the best to have people help you. If that fails, nothing else will (other than your "asking for a manager" approach, but again, there is the caveat of expecting others to put their livelyhood on the line for you).
- Good point, about trying to convince people, that their system is screwed up and makes no sense. I had a discussion like that with my mom about our communist grandmother and as my mother correctly pointed out, if you try to convince them, that their whole life they basically "served the wrong side" it would be "devasting" for them, basically forcing them to challenge their entire lifes decisions. Obviously, questioning some random clerk is not as severe as that, but the essence is the same.
If you read all this, thank you very much for paying attention. I would be happy to disucss specifics and wish you the best.
- Jakub
I hoped my browser doesnt crash or something as I was writing all this.
A few years back I had an experience with low cost airline flying from Prague. I was travelling with my small on board luggage. The guy at the gate ask me to put my luggage into airline bag sizer. Didn't fit 🥴 ,front pocket was a bit bulky so I tried to squeeze it into the sizer as I knew it is only because I had some food inside(bought sandwich, water etc at the airport and put it in my luggage)but he stopped me right there, he said he can't accept it and I have to pay for my luggage and to be send to plane belly ,
I told him it's just a food and most likely I will eat it on the plane, no luck but he asked to throw the food to the bin then and called next passenger
I stepped aside, took all the food from my luggage, stuffed all my pockets with it ( it was winter and I had longer coat) and got back to the gate
Luggage passed and in the waiting room I put all food from my pockets back to my luggage 😃
Logic ? 🤔🤔😉
I assume he told you, Hi Jen, how are you, are you flying on a smaller ride? Nice to see you, have a nice flight and a big smile. 😅👌🥰
Hi Jen, good observations on the cultural differences - I learned a thing or two on different communication styles... However I would like to comment on couple of points:
1. The reason why YOU didn't pay for the airport check-in in this case isn't your charming demeanour. I suspect that your visa had to be checked by the airline - it's the normal procedure for non EEA passport holders and therefore you were not in breach of your duties. My husband is also a non EEA so is not able to check in online and has to check in at the airport - free of charge.
The gentleman who didn't check in was in breach and therefore had to pay the (outrageous) charge as per the Ryanair's T&Cs - I guess he learned his lesson and next time he will check in well ahead of time.
2. I think you are a bit unfair towards Ryanair - yes the travel from Stansted to central London is usually more expensive than the flight itself but that's because public transport in London prices are amongst the most expensive in Europe. You probably went through Waterloo - which adds a big chunk to the cost of any ticket.
Even from Heathrow the train fare to central London is £28, unless you take the underground for about £6... But try to find a flight to Heathrow a normal mortal person can afford...
Ryanair is still the cheapest airline in Europe and as long as you play by their rules you can travel for next to nothing (for now). And no, I don't work for Ryanair 🤣
I travelled from Stansted to Victoria by bus for about...9 quid? Which was a tad more expensive than a coach from Victoria to Perth (Scotland). :-D Other than that, Ryanair is fine, if you don't have long legs.
.... pssssstttt, you should not give away the Czech secrets !!! You are one of us, so you must keep it in "the family"! :D btw., amazing video as always.
Jen, you are the best! Right now I am not successful dealing with my Czech Airbnb host even that I know the AIRBNB would be on my side. I will vent my anger when I am safely back in Canada.
Do you know The Trial (Proces) by Franz Kafka? He was a German-speaking Bohemian.
Hey there, here is an advice from a Czech person: As I was growing up I learned that playing stupid is rly the best way to gain the sympathies of an official! "I messed up, the process was very confusing for me, could you please help me navigate in this situation, because you are an expert when it comes to the system you represent?" I have moderate/good results with this approach so far, Czechs love to feel powerful (because we never have been).
Wow, if you manage to do this, you are certainly eligible for a Czech nationality 😁
1989 my wife (a Czech) was checking in for a flight home from Prague to Amsterdam. At that time there were only two check in desks, one was out of order. There was a group checking in for a flight to Bulgaria. The remaining check in desk wasn't functioning well, the check in officer got frustrated and simply left! Nobody could check in, all missed their flight. Having a Lufthansa ticket, my wife luckily managed to change to the next flight.
That system is perfectly logical, you pay less so you are supposed to do things that would require ryanair (or any other lowcost airline) having more employees... tbh, it should be common knowledge nowadays...
There is pretty long period for you to check-in...
In my humble opinion, this is behavior learned in three generations living in a scarcity economy with a high excess of demand. While in an economy of a surplus exists the need for care for each customer for stimulation of demand. In the scarcity economy that prevailed behind the Iron Curtain for the entire socialist era, the situation was just the opposite, and every customer had to seek, demand, bribe, beg, and above all worship and pamper every shopkeeper and official for having a chance to get any service or goods at all. And even though times and the economy have changed, that momentum in people, especially middle-aged and older, persists :-)
I also work in services. Although others, but it is the same everywhere. I'm not entirely sure it worked that you said the right sentence. Of course, that's just my opinion, but it's more of an approach.
If a customer comes to me with a problem and treats me like a human being, he is polite and asks me to help him solve the problem, so I am very willing to do what I can.
However, if an arrogant customer comes to me and treats me like it's all my fault, that it's the fault of the company, the system and probably the fault of sunspots and pigs flying in the sky, then I'm definitely not going to come up with a way for him to help. And I try to get rid of him quickly because I don't even want to talk to a person like that. I don't think it's about the feeling "I have power here" but rather about how they treat us. And as soon as the rude customer leaves: I'll complain to my colleagues about that customer. :)
Ano ucinit se bezmocna muze pomoci...ale byt krasna..zena jako jste vy..pracuje temer vzdy....take Vas sarm...a zdvorilost .jsou dobri pomocnici🌞💐🌻
Díky tobě jsme teď i na tento systém připraveni a nedáme se. 😁😁😁
Stačí si vybrat jinou společnost třeba.
@@cemper0079 Myšleno ironicky . Dělal jsem si legraci z toho , že teď už víme co na nás Čechy platí a příště už to nebude mít tak lehké . Se společností to nemělo nic společného .
Fantastic story :-D
Funny thing, I watched this video and the very next day I had trouble with checking in through the app for Spirit Airlines as a Czech in the US :D
Jojo, naprostá pravda. Nevím tedy, jak to funguje v zahraničí, ale u nás když něco chcete a víte, že je to "mimo systém", tak to opravdu takhle funguje. Když přijdete od začátku jak spráskaný pes, sypete si popel na hlavu a dáte dotyčnému najevo, že je jediný, kdo vám může pomoct, pak se té pomoci s velkou pravděpodobností dočkáte. Pokud ale na toho člověka "nastoupíte", ať už asertivně, logicky či dokonce arogantně (a že v takovémhle případě je za aroganci považována i ona žádost o zavolání nadřízeného), pak na 99,9 % neuspějete a ještě vám hrozí, že vás dotyčný pořádně "natře". :D
Ale není to do jisté míry správně? Pokud po někom chci laskavost, mám se podle toho chovat. Ne ji vyžadovat, jako by to bylo moje právo, když není.
@@tsevca však já taky nikde nepíšu, že je to špatně, jen že u nás to tak prostě je ;) problém vidím spíš v tom, že mnoho "úředníků" má pocit, že když se nechováte dostatečně pokorně, je to pro ně důvod vám to co nejvíc znepříjemnit, to už správně není
In UK if you ask nicely people are understanding and sympathetic and give in. Giving good customer service is putting yourself in other peoples shoes. Also I work in custimer service and a lot of times when asked to speak to the manager the will refuse to talk to the customer and tell me to use my initative and discretion which is called "first point resolution".
Jen this was great! I will probably bring it to my CQ (Cultural Intelligence) class. As for calling a manager, they don't seem to exist. I have been kicked out of two restaurants/pubs now for just sitting there. Once I came up to the bartender and asked to pay with a 1000 KC note, always a bad move, and she tabbed out the whole table for the entire night of drinking. She did not ask me zvlast nebo dohromady. So I went to my table and told the people I was drinking with what happened, thinking they would reimburse me for the bill, but instead, they drunkenly marched up to the bar and complained. And the waitress kicked us out. I asked, isn't there a manager here? The waitress was minding the pub on her own. Again, one night at a new bistro burger place, we were asked if we wanted a last beer before closing; the waitress brought the beer, we tipped her kindly, and then she started sweeping under our feet. My friend asked in perfect Czech, prosím počkejte, až to dokončíme. In a huff, she turned the light off in the room and then went to get the dishwasher to kick us out. I asked to see the manager, but there was not one. (No manager at close to count the till !?!) We left two full beers on the table in a dark room, and march out before the dishwasher did us harm. Finally, one of my students a hotel clerk, told me a story about a Russian man, who locked his key into his hotel room. She called the locksmith to get him back in his room and charge HIM the fee, no backup key/no manager ???. Do you think that owners are so loath to pay more than a skeleton staff to be present that they forget people who work for hourly wages, don't care if the customers return or not? Also, I almost never try to return food here. But one time my smazak was absolutely rancid and I asked for another and the waiter absolutely refuse. I paid for the foul cheese, never to return. I wish my Czech had been good enough at the time to say, Když to sníš, zaplatím ti to. But even now I don't think I would be quick-witted enough to say it correctly at the right time.
Oh man! Those are some seriously bad experiences! Sweeping under your feet, how passive aggressive. Yeah, no mangers to give a sh*T here. But knowing that at least helps set your expectations!
Jak dlouho jsi to psal?????😳
Yes, very good one. Czechs also act the way how they feel that day. You also said "Dobry den", in Czech. It helps !!
I think this problem is with Ryanair is everywhere, any other airlines are better and in total cheaper, much more comfortable and without additional traveling from some airport in the middle of nowhere
Im Czech and living in UK and the politeness or helpfulness of bureaucrats here is largely myth, rules must be followed everywhere and bureaucratic rules are Byzantine construct everywhere in Europe in my experience, yes, Brits will be more likely more outwardly polite and would say sorry more often than your typical Czech but all low to mid level bureaucrats and customer service people everywhere will think the same about you as a difficult customer no matter if its in UK or Czechia and no-one will habitually risk their lifehood just to break rules theyre contractually obliged to follow for someone who just asked them nicely.
And id say its valid even in America- just cos they repeat "customer is always right" doesnt mean they themselves believe its true, they just smile more widely when they telling them" sorry cant be helped" and adding the cost of customers getting freebies into the overall price to hike it appropriately.
PS why its unfair that parent with two kids who forgot to check out online cos he had to take care of them must pay airport checking fee as everyone else? wouldnt to be more unfair if he didnt pay the fee as everyone else who also forgot or was unable to do it online but has just one kid to distract them or no kid at all and got distracted in different way? if theres such rule( the unnamed company is well known for trying to be the lowest of all low-costs so everyone should know by now they would make you pay for breathing if they could get away with it in TOS) its only fair that it applies to everyone otherwise it would be more unfair if its application depended on the person behind counter if they like someones sob story or face or not.
I spent 1 semester in the Netherlands and 1 in Czechia and I can totally relate to that. In this kind of situations I am just approaching to the representative admit that I'm in guilt and ask for their help. In the NL this was resulted in them giving me a small brief of the rules again and not helping me at all which drove me crazy. I already know the rules and I admitted that I am in guilt I just want you to be humane and help me, if you cannot it is fine just spare me the damn rules workshop. The way to deal with check people is mainly showing them proof of why you couldn't obey the rules and how it is not your fault. In Czechia tho, they just help you if they can you just need to admit that it was your fault. Nice tip. Won't work with all the Czechs tho 😀
Well said .... funny and informing ...
The correct response to the agent/bureaucrat is: “I don’t want the discount (or the waiving of the fee) for free.”
“I don’t want the discount for free.” means literally you want the discount for free 🙂
@@Pidalin
To get something for free means to get something at no cost to you. If you don’t want to get something for free it is the opposite of that, that means you are willing to pay, where am I mistaken?
Myslím, že tohle nemá nic společného s Čechy, ale se smluvními přepravními podmínkami RyanAiru (nebo o kterou společnost šlo). Jednoduše je při koupi letenky zcela jasně uvedeno, že cestující se na let odbaví online sám a při potřebě tisknout palubní lístek na přepážce je za to poplatek 70 Eur. Takto by to vyžadoval zástupce Ryanu kdekoli v Evropě.
Chcete po Evropě lítat za pár euro nebo dolarů? Tak si k tomu přečtěte, za jakých podmínek!!
Chcete k tomu full servis? Kupte si letenku u BA za plnou cenu!
To že to měla Jenifer zadarmo pravděpodobně pramenilo z interního nařízení Ryanairu, že jejich aplikace měla doopravdy výpadek a jestli se někdo na to odkáže jako na důvod, že se neodbavil online, tak to má bez poplatku.
Jako nebýt schopen akceptovat jasná pravidla v případě, že jsou podmínkou pořízení něčeho fakt levného mi připadá dementní a pak prostě aerolinka chce prachy. Daň za blbost.
Za konkrétní sedačku při takovém letu také kolikrát zaplatím víc než za samotnou letenku a taky mě neútočím, že když už mají levnou letenku, tak chci zadarmo i všechno ostatní...
ano dobrá poznámka. asi máte pravdu
Prošla,protože je kočka.
Posypat si hlavu popelem, udělat ze sebe vola, a zcela se (zdánlivě) odevzdat do rukou úředníka, či jiného hybatele děje, je univerzální způsob, jak dosáhnout toho, čeho chci. Je to jednoduché: zcela zdarma a bez práce dávám úředníkovi možnost udělat dobrý skutek, možnost udělat se lepším člověkem a ještě jako bonus mu přiznávám odbornost, kterou já nedisponuji. To je nabídka, která se odmítá těžko. Když se budu nekompromisně dožadovat svých "domnělých" práv a budu argumentovat absurditou systému, dočkám se tak maximálně přibouchnutí okénka. Na křikouny není nikdo zvědavý.
Boom !! You nailed it. Czech bureaucracy is quite interesting - I was declined taking my criminal record by one officer and just after 30 minute i reached to another officer and she did this without asking anything superficial. So far, what i have learnt - Try to avoid bureaucrat who seems more than 45 year old, Try to reach the opposite gender, in case of disagreement don't fight & maintain the respect for each other, Always try to polite, nice and pleasant. So far we are surviving for last 5 year with this understanding and our works are always done.
These are all excellent tips I didn’t cover. Thanks!