Easter in Sydney

Easter is an uplifting holiday for Christians around the world. In addition to the obvious religious celebrations, much of the Northern Hemisphere is enjoying the transition to warmer weather, while Australians appreciate the final warm days before winter sets in. Another bonus in Australia is the 4-day long weekend that includes Good Friday and Easter Monday. 

I was relieved to see that the tradition of eating plenty of chocolate is also strong in Australia.  My favorite treat, Cadbury Mini Eggs, were in abundance.  The local team also treated me to a chocolate Bilby, which is an interesting alternative to the Easter Bunny:

Is an Easter Bilby better than an Easter Bunny?

It is never easy to spend holidays alone while my family enjoys time together, but this is just one of the sacrifices I have to make for an otherwise exciting job. I just remind myself that there are much worse places to spend my holiday than this place:

My hotel (and the Harbour Bridge) on Easter Morning

In grand tradition of having friends scattered around the world, I was excited to discover that one of my friends from London School of Economics is now living in a Sydney suburb with her husband and step-daughter.  They graciously offered to spend the holiday with me in the city. 

We went to lunch at Phillips Foote in The Rocks, which is an Aussie-style restaurant serving meat that people grill themselves in the outdoor patio.  The atmosphere is relaxed and it was funny to think that this is the most cooking I have done in the past several months. 

We had a good time reminiscing about the year that Alice and I lived on the same floor of our residence hall in London...twelve years ago (wow, we're old).  

After lunch, we walked around the Quay and I was amazed to see all the people out and about in the city.  There were street performers along the Quay and large crowds waiting for the ferries. One of my favorite street performers (I noticed her several times) is a contortionist who calls herself "Bendy Em" and she always seems to be in the most compromising positions when I pass...

Street performance: "Bendy Em"

Em squeezes into a box

We enjoyed some perfect afternoon weather at Opera Bar, which is actually tucked partially underneath the Sydney Opera House. The bar has lots of outdoor seating along the water and million dollar views that I could get used to very quickly. 

London School of Economics reunion in Sydney

Alice, Nev, and Holly

Before calling it a day, we decided to make one final stop at Lowenbrau in The Rocks for some German beer.  The restaurant feels a lot like EPCOT center, due to the stereotypical decor and true German waitstaff.  This points to one of my favorite aspects of Australia: the ease of obtaining work visas. In my short time here, I have encountered so many people on working holiday visas that not only enhance the local economy but also add to the internationalism of the city.  

Australia is in such a geographically isolated location that I think it's great to have programs in place to bring talented workers into the country.  Alice and her husband (both British) are prime examples of this and they attested that it is quite easy to obtain work visas and build a life in Australia.  I don't think I'm quite ready to make a move to Sydney, but I do appreciate the international element of a country that is otherwise very similar to the United States. 

As the sun set over the Opera House and Harbour Bridge, I was again reminded of how fortunate I am to visit all corners of the world for my job.  I may not have been able to enjoy Easter with family, but I reunited with a friend that I haven't seen in over a decade and managed to eat a chocolate Bilby.  It was a good day. 

View of Sydney Harbour Bridge on Easter 2014

Easter Sunset over Sydney Opera House

Service in India

Is there such a thing as service that is "too good"?

I get annoyed with service whenever I travel to India, even though I know it is "better" than what I would receive at most places in Europe or North America.  Part of me feels guilty for not being a gracious recipient of all the attention, but a larger part feels like people just need to be aware of individual preferences and customize their approach accordingly. 

To be honest, I blame the environment more than I blame the service people.  India is unique because locals expect service people to do everything for them.  Most Indians I know employ at least one, if not multiple staff members.  The staff can earn as little as INR 5,000 per month (less than US$100) and many of them cannot even afford a home for themselves.  If they do have a place to live, it generally resembles a tent more than it would a home.  Meanwhile, the people employing them visit restaurants like the ones in my hotels and spend more on one dinner than they pay their staff for an entire month of work.  Do they have any feelings of guilt?  No.  Most people truly believe that they are doing a favor to their staff, who would otherwise have no job at all.  I have plenty of opinions about this, but I'll save them for another time.  

The purpose of this example is simply to illustrate that the majority of professional people in India expect that low-wage workers will always be available to do almost any menial task.  This mindset is heightened in 5-star hotels and restaurants, where it would be unimaginable for guests to refill their own wine glass - even if the bottle is sitting right in front of them in the center of the table.

One day in Chennai, I was eating lunch at an Italian restaurant with 5 other Indians and we decided to share some pizzas, which were all placed in the center of the table.  I almost started laughing whenever one of them wanted another slice and actually called a waiter over to serve it to them.  Without hesitation, the waiter would politely lift a slice of pizza from one plate to another.  As a Westerner,  I would never call a waiter over to do something that I could easily do for myself.  Furthermore, if I made such a request in Europe, the waiter would probably look at me like I was crazy. 

In Western countries, the concept of human dignity includes the belief that everyone deserves a salary that will afford them a comfortable place to live.  As a result, higher wages make it more difficult for hotels, restaurants, and even individuals to hire as many staff people.  Our culture simply forces us to do more things for ourselves and that is reflected in our expectations of service.    

On my first day in Chennai, I went to the lounge for breakfast and began helping myself to the continental buffet spread.  After pouring cereal into a bowl, the waitress asked if I wanted any milk.  I saw a carafe of milk sitting right in front of me, so I responded "Yes, I will just take some of this".  She immediately reached for it, and I said: "No, that's ok.  I will pour it for myself".  As I was pouring the milk, she put her hands on the edge of the carafe, in a continued effort to help me.  

My first instinct was to think: "Does she really think I'm so helpless that I can't even pour my own milk?"  I had to remind myself that the oppressive service is with only the best intentions, but it is still frustrating because it shows that she does not know how to adapt to my preferences.    

Every morning that I ate breakfast there, I could feel the eyes of the waitresses as they watched me eat.  As soon as I finished the last bite on my plate, they would rush over to clear it for me.  If I left anything on my plate, they would ask if it was not good enough.  By the end of the week, I wanted nothing more than to eat a meal without someone watching my every bite.  

Truly exceptional service is difficult to achieve because each customer has different expectations.  Even the same individual can have different expectations based on his/her mood and situation.  Service employees need to be constantly aware of verbal and non-verbal cues and cannot apply a one-size-fits-all approach.

Hotels in India have the added challenge of having to cater to clientele with vastly different expectations.  Western travelers often do not want as much attention, while rich Indians are much more accustomed to having people waiting on them in every aspect of their life.  I think it is important for service people to recognize these major differences.  

Broadly speaking, I think service in India is great for anyone who likes to be treated like royalty.  With such high staffing levels, there are always people available that are eager to serve.  Professionalism is also paramount and I have never once felt like anyone was even the slightest bit rude to me.  I just hope that as India continues welcoming more and more Western travelers, the service can become better aligned with our expectations.   

Guide To Being An International Citizen

There has been a lot of recent interest surrounding The Unofficial Goldman Sachs Guide To Being A Man.  Personally, I think it should be re-titled: "How to be an overconfident New York banker", although it did have some good tips to keep in mind.  For those who want to be more than just a stereotypical rich guy in the Big Apple, I have created another list with more of an international application: 

• Don't compare things to home.  Appreciate the diversity that exists throughout the world.
• Learn a few words in the local language.  You'll be amazed at people's reactions.
• Get your daily news from at least two different international sources.  There are multiple sides to every story. 
• Smile at everyone - especially the service people and anyone who notices that you are a foreigner.
• Start every day with a short cardio workout.  Like it or not, physical appearance is the first thing people will notice about you and it's better to make a positive first impression. 
• Always carry cash...but not too much.  You never know when you may be pick-pocketed and you don't want it to ruin your entire trip. 
• The best public restrooms are in hotels (good advice from the Goldman Sachs list). 
• Don't be afraid to get lost.  The best discoveries happen when you're wandering around aimlessly.  
• Experience nightlife - both the dive bars and the upscale joints.  They will all provide a unique perspective of the city that you won't get during the day.  Just don't drink so much that you wake up regretting all the fun you had the night before. 
• Always wear an undershirt...and plenty of deodorant.  A lot of countries are warmer and more humid than New York. 
• Comb your hair, brush your teeth, and wear decent clothing every time you step out of your hotel room.  You're not at home and no one wants to see you in a bathrobe.     
• Do not hire hookers or take strangers back to your hotel.  You never know where they have been. 
• Keep your phone turned off when you are out in public.  You will be amazed by what you see when you're not preoccupied. 
• Ask questions about local culture.  People love talking about themselves and you will learn some pretty amazing things. 
• Do not visit any chain restaurants that you can go to at home.
• When you order your meal, ask for the local specialty.  Try it, even if you don't think you will like it.   
• Don't be afraid to ask people to take your picture.  It's even better if you have someone to pose with you.  
• If you are unsure of the dress code, wear a blazer.    
• Navigate public transportation.  Not only is it a fun challenge, but you will remember the layout of the city long after you depart.  
• Look at local clothing styles and try to adapt at least one piece into your personal wardrobe.  People at home will appreciate your unique style.  
• Itineraries are too restricting.  Enjoy things at your own pace and feel free to skip the museums if they sound boring. 
• If the waiters recognize you and remember your preferences, you are being too predictable.  Keep trying new places and ordering different items from the menu. 
• If you get invited to a party, you should definitely go.  Bring an appropriate gift for the host.  
• Use your passport at least once per year.  The stamps will represent some of the greatest experiences of your life.