Handling Consumer Complaints

Handling Consumer Complaints

Deal with the person’s feelings

Deal with the problem

1. Listen

2. Establish rapport

3. Create solution

4. Close

5. Take action

Dave J., consultant to the Sta Rosa Complex Supply Chain goes to Sta Rosa from Pasay via SLEX.  He drops by Starbucks in San Pedro Petron for a cup of coffee in the morning. Last 15 February, the bill for about a hundred was charged against his international credit card. When he reached the complex and checked his bill, he discovered that the swiped amount was in thousands.

During lunch time at Solenad (a few kilometers from the complex), I suggested to Dave that he informs the outlet right away to reverse the online credit card transaction. Unfortunately, the documents did not provide the contact cell, landline nor email contacts. Dave says no problem because the staff knows him and can be corrected the next day.

I suggested that we handle the correction right away to catch the credit card debit process. I likewise expressed interest in observing having gone through a Consumer Complaint Handling program of Quality Assurance. As there was a Starbucks outlet nearby in Nuvali (not the outlet where the sale was made), Dave readily agreed to present his case.

With the bill and the attached credit card duplicate slip, we went to Starbucks Nuvali counter. The barista was with another young personnel. Dave presented his case to both of them. As an American, he was polite, unassuming and courteous with the staff. I was civil.

Here is how it was handled.

“The entries do not match.” “Where sir did this happen?”asked Gail.  “At the Petron station,” Dave answered. I added the info that he used an international credit card and is due to leave in a few days.  Then Gail casually said in a friendly manner “Usually, they rebate the balance in cash.” Gail then asked for cell contact numbers for contact. (Dave was not sure on the correctness of the local cell number.) After a short talk, Gail asked to be excused so he can alert the store manager of San Pedro.

In the meantime, Dave and I still standing continued our casual conversation. After a while, Gail returned back to the store and said:

1.  Info on the incidence was relayed to the San Pedro Store Manager.

2.  Manager apologized for the inconvenience.

3.  Credit card transaction was reversed. If Dave goes back to Starbucks in San Pedro the following day, he can claim the cancelled transaction slip.

4.  The coffee orders are on them.

In less than 10 minutes, we completed our purpose leaving the store. As we left, we thanked Gail for the assistance. Gail returned us with a close saying, “Sir our store is just a few kilometers away from your plant, perhaps you may want to visit us.”

We left Starbucks Nuvali pleased recalling that:

• Gail Paharo, the Store Manager listened casually to Dave’s concern.

• Established rapport by recognizing we had a concern and are Starbucks customers by saying “which outlet do you usually take your coffee?” He secured informally information on the transaction in question by asking contact numbers, date and whereabouts of transaction.

• He initially set us up that solution is at hand, cash rebate and San Pedro outlet will reply.

• He took action as he did call the Store Manager in between not in our presence.

• He solved the incidence.

• He closed with an invitation.

What was beyond expectation was, he solved the problem on behalf of the other store: credit card transaction cancelled, purchase was on them all in less than 10 minutes.

He did a service recovery pitch by inviting us to visit Starbucks Nuvali too, to which Dave and I readily agreed.

The night KGG Joy hosted a gathering before the 2012 Chinese new year

As the night deepened, slowly the mountain stories unfolded. Moments of forgetfulness, unnamed mountains, happy times, euphoric feelings were common that evening. Like the food that was unlimited, so were the situations with Mother Nature.

What was clear that night was it was difficult to organize a climb. While there are now other priorities in life, it apparently was not the obstacle to firm up a plan. Not even the presence of a certified coach CSC expedited the decision process. Because we just allowed the moment to unfold by itself naturally. There are bragging, denials, determined pursuit and even plain quiet introspection probing "What really was the past 20 years for me?"

For me it would have been easier to come to an alignment if we first asked ourselves the usual question, "Why do I want to climb again?" To field audit my equipment? To experiment a new recipe? For the bonding and friendship? To honor a dead friend? Or simply a plain adventure to test still our physical capability? To climb with our children or new found friends?

Difficult to answer these days. Allow us some time to ponder about it. However it might be easier to answer the practical query, "What am I willing to give for this climb to happen?"

Then it would just be a matter of short time that this activity will take off. Because . . . all of us may have the same purpose. "Ano na nga yun?

HNY 2012!

Habang palalim ng palalim ang gabi, unti unting lumalabas ang mga kwento ng nakaraaan. Mga sitwasyong di maalala, sandaliang tinatanggi. Nandoon na rin ang mga masasayang alaala na masarap balik-balikan.

Ngunit ang klaro sa gabing ito ay ang hirap mag-organize ng isang climb sa mga taong iba’t-iba na ang prioridad sa buhay. Nandoon pa rin ang mga pangyayaring pagbibida, pagtanggi, pagpupursigi at pananahimik (ehem, ako po yun).

Para sa akin, nagagawa lang ito ng mas maluwag sa kalooban ng bawa’t isa ang tapatang sagutin ang katangunan, “Ba’t ko gustong umakyat muli?” Para sa gamit? Sa pagsasama? Sa alaala ng mga nawalang kaibigan? O trip lang o pagsubok sa kakayahan? Para sa mga anak? O bagong kaibigan.

Mahirap sagutin. Maaring bigyan muna na ng maiksing panahon, maiksi na lang para matuloy na ang intensyong ito. Maaring makakatulong kung sagutin na rin ang katangunan, “Ano ang toka ko sa akyat na ito?”


Sa tropang ito, madali makuha ang kasagutan. Maiksing panahon na lang sa pananaw ko at lalarga na ang biyaheng ito.

Fotos taken by Nelson M, owned by KGG Joy DA, grabbed by the FB foto album

Advent and Adversities

Simbang Gabi at the Gesu - "Something's Coming"

Message from Saturday night's Simbang Gabi at the Gesu- "Something's Coming", from Sunday's homily - "Hurdling Adversities."Lines I picked up from the Parol description: "The Christmas Parol like the Star of Bethlehem conveys a message of hope, faith and victory over darkness."

Info I picked up from Edsel: 

Mga kaibigan. Updates on how to ship DONATED goods to CDO/Iligan via Abotiz/Negros Navigation.  Emergency/Relief goods and equipment bound for Cagayan de Oro/Iligan-we have ships ready to transport them asap. For bulk items, bring directly to Abotiz/Negros Navigation, Pier 2, Manila. Call +63 2 211 5484 for more information.   Manila collection centers for relief goods: NN-ATS Express Center at Pier 2; NN-SuperFerry corporate ticket outlets in 1) Robinson's Ermita, 2) Araneta Center Cubao, 3) Victory Mall Caloocan and 4) Pier 15 and 5) Pier 2.



Ateneo Dream Team processing station last 18 Dec

Black Friday night

Last Black Friday night, the night after Thanksgiving Thursday, I was in a company of product distribution experts on a drinking and food eating trip along the strip of Manila Bay at MOA (Mall of Asia) San Miguel by the bay.

Traditionally in the U.S., Thanksgiving has been an institutionalized event where the family recognizes appreciation for the blessings over sumptuous dinner. Our local version is an office gathering with shared billing. One came from the river bank of Rizal, another from Laguna and the rest from Paco in Manila. The prime mover earlier shopped for the fresh "pusit, tahong, tilapia, tuna" at the nearby wet market and had it cooked (paluto) at the selected outlet. Beer was order as much, food almost like "eat all you can" as the prices are affordable to a company of mid managers.

Talk point that evening did not center on giving thanks neither on what's working. Instead it dwelt on what is not working, routines not followed, regulations ignored. At some point, some raised the solution of "ethnic cleansing" to address the root cause. No wonder I said, it was a Black Friday. It turned out to be a ranting session to cope with situation not according to norms, by the group's standards. Talks were on violation, sleeping on the job, conflict of interest, etc. I selectively listened but did not contribute. I savored all the seafood servings but did not drink as much San Mig Pale Pilsen. Discussion extended for hours until way past midnight.

Grabbed from http://manila-photos.blogspot.com/

Did the activity have any value? Yes it has as the food was good. Yes as it was with a pleasant company. At the end of the session, it felt good to have attended a gathering, thankful that that the four of us were still around looking forward to more sessions hopefully with more pleasantries than stories on failed responsibilities.

“Kailan ulit?” Happy Thanksgiving Day!

Wit now my love

Topical Thoughts:

-BPI Bank of Philippine Island in Metro Manila has online queue when in the bank premises. Did it cut waiting time?

-CDR King, the mainstream retailer of computer users computes manually. Will they computerize in the near future?

-Why DZUP radio show conversations are engaging keeping me glued on the radio. Will the shows continue to interest me?



Sa-a-a-d movies always make me cry

He said he had to work so I went to the show alone

They turned down the lights and turned the projector on

And just as the news of the world started to begin

I saw my darlin' and my best friend walk in

-Wit on the new sunshine industry, the neighborhood laundry shop. Spotted on 12th Avenue Murphy, “Suds Story” and “Wet n Wash.” My favorite is “Wash Now My Love” at F. Castillo st. in Project 4. Laundry cost is P25.0 a kilo, wash and dry only.


Tea houses too are mushrooming with their creative names.  Spotted at Diliman are: "Infini Tea" and "Cha Dao."

What now my love, now that you left me.

How can I live through another day

If there's one thing in my life that's missing It's the time that I spend alone Sailing on the cool and bright clear water. There's lots of those friendly people. They're showing me ways to go. But I’d never want to lose their inspiration.Time for Cool Charge.

The swinging Butcherlords

5 Incidents That I am Grateful for and Appreciative of:

1. Alvin of Open Pinoy patiently cleaned the 15.1 LCD screen of my Think Pad removing the spots inside the glass panel this 12 November, Saturday. Diversion to surfing will now be minimized.
2. Habagat Davao sent via JRS the pair of metal braces for the Kinabalu Travel Pack bought almost a month ago and received today Saturday. Pack can now be loaded with more kilos of pomelo for my next trip.
3. An elderly gentleman with carts of groceries offered me a slot in front of him at the check out counter of S and R in Quezon City two weeks ago. The gesture was timely as I was in hurry to bring in supplies to a luncheon which is due in several minutes.
4. Closed the 5 month cadet ship session of 10 appreciative engineers this 11.11.11. It is gladdening to hear from a feedback at the end of the day that "they are now better prepared for the eventualities of tomorrow's realities."
5. Heard my name specially mentioned by Jane of Tropang Radyo of DZUP 1602 AM while driving along C5 last 11 November Friday night at about 7.  I happen to be a fan of the AM station which is now one of my rich sources of ideas, insights and inspiration.

Massive Jam

I was due to arrive in Manila past one from Cebu the Friday before the long weekend. The PAL plane from Manila arrived an hour late at the Mactan International Airport resulting in a series of delays for the day for the Boeing Jet.

“Manageable,” I told myself. But as we reached the island of Luzon, the pilot announced that there would be a delay in landing due to some operations at the Manila airport. We hovered around South Luzon for an hour until our flight was given clearance to land. It was my 1st time to view landing from the South side of the airport as we would traditionally pass by the air route from East when we would land from coming either the Visayas, Mindanao or from abroad. I found out upon landing that the President of Vietnam departed that same afternoon putting on hold any plane movements at the airport.

Grabbed from the Inquirer

“Still manageable,” I convinced myself. On the way out of the airport, I was caught in a gridlock mid afternoon, 1st at the Quirino Highway until Osmeńa Highway due to the combined volume of private vehicles and big hauling trucks and in Kamuning along Judge Jimenez st. until Kamias. Gridlock was caused by bottlenecks at every intersection of private vehicles and motorcycles cramming for the same limited road space.

Later on that evening, broadcast news validated that traffic was extremely heavy that afternoon until late in the evening as it was a Friday, pay day and Metro residents are moving out to take advantage of the 4-day free day. I was pleased to have heard that news while in the comfort of my destination for the day.

Two days after was altogether a different situation. Metro Manila that Monday was in a relatively relaxed state getting the much needed relief from the stress of a congested city. There was hardly any vehicle in both major highways and local roads. Neither are there any mass gatherings at the streets. Movement from the East side of Metro Manila to the West was a breeze.

Such was the cycle of stress to stress-free. Metro Manila this Monday was given the chance to rejuvenate and to expel the carbon dioxide emitted by vehicles. This much needed respite was timely and temporary, preparing itself for the hurried pace of the forthcoming 2011 holiday season. Happy Halloween!

Forthcoming: City under stress Friday at rest Monday.
Sent via mobile phone

Some roads are not meant to be travelled alone.

250 kilometers of Twists, Turns and Surprises around Taal Lake

An American facilitator who hails from Old England and lives in Spain was in Manila and asked me “What are you doing this Saturday?” In effect I was asked, “Bring me around the city and nearby where I can appreciate nature, food, history and people in a day.” Quickly the night before, I mapped out an itinerary which should fulfill these expectations of a well traveled guest. Running in my mind as a criteria were: it must show a modern city and its infrastructure, bistros for conversations, grand views, and historical sites building up interest as we complete.

This 8AM to 10PM activity started out from a Makati hotel pick up and back. In between we moved out of Metro Manila via Bonifacio Global City highlighting the “Fort” buildings and the Manila American Cemetery and Libingan ng mga Bayani.

We took South Luzon Expressway exiting at Sta. Rosa Laguna to show the training centers, industrial park and urban expansion. 1st stop in less than an hour was a coffee shop at the ridge. Java Jazz Coffee is a small bistro type shop in an all wood structure ventilated coolly by the breeze of Tagaytay. It is manned by 2 young baristas who served coffee with care and dedication. Setting was sufficient trigger to start a conversation about coaching, life struggles and travel. Not minding the time, it was an ideal place to go on and on and on.

But that was just for starters. From cozy we went grand, Antonio’s. Antonio is about 15 minutes from the coffee jazz but miles and miles away in structure. Built by a landlord of Negros, it is an architectural wonder; rooms are oversized, interiors are well appointed, food is excellent. From the many dining function rooms, we chose a corner at the garden for a small meal. Like the 1st stop, the patio setting and cool air set us up for more conversations on career.

Past lunch, we moved further South to Taal for view of the heritage town after a brief stopover at Sonya’s Garden. Taal showcased the rich Philippine heritage as evidenced by the Taal Basilica, ancestral houses and cobblestone streets. On the way out, we dropped by the shoreline just to have a glimpse of the sea. To the surprise of the guests, the residents appeared not to have shown any appreciation for the sea which according to them is a premium in their country.



Resort in Alitagtag

Nearing the completion of the loop, I included in the itinerary a resort known only to a handful meant to show a panoramic view of Taal from the West side at night. From this resort in Aligtagtag Batangas, it appeared that Mt. Maculot, a popular mountaineering destination was just within reach.

We returned back to Metro Manila via STAR and SLEX logging in about 250 kilometers of travel traversing from Metro Mania, Laguna, Cavite and Batangas in a day. Ending our expedition was a dinner at the wings of Vivere on the 31st floor which showed the Metro Manila skyline.

All in a day, Manila and the 3 nearby South Luzon provinces were seen differently; no longer as a cramped space but expansive with natural wonders and attractions. Guests said "They'll bring their friends from other countries when they come back to Manila." I said "I’d cover the track again with another company." As some roads are not meant to be travelled alone and done only once, especially this 250 kilometer trip of twists, turns and surprises around Taal Lake.



At the 31/F of Vivere





Sitting In

I sat in a training session which maps outs a development process of an associate in a corporate organization. It imparted a main message that "an associate expedites his growth in the organization if he charts out his destiny as a leader of the self." Key is his awareness of the need for directions and support to succeed which he draws out from his immediate leader.

This development is a dynamic journey leading to a peak performance where the associate is transformed from a novice position to a reliable performer.

Driving this achievement of result is in influencing partners to help achieve one's goals.



Learning to make snow balls for the 1st time, then filling up the sleigh.
Sliding on a sleigh is another skill.  Enjoying it later is self reliance.

What I realized is each one has an inherent power to influence whether personal, relationship, position or task. It is just that we are hesitant to tap this power for several reasons: fear, comfort etc.

Life is a mystery. It capitalizes on any trigger to pin down a message. This time, it was through a sit-in session where I did not even intend to complete which I did and eventually participated in.

-Personal Notes

Pickpockets nab Paris police chief’s smartphone

PARIS—A group of audacious pickpockets has managed to nab the smartphone of Paris's chief of police while he was preparing to board a train, police sources said on Wednesday. The thieves at the Gare de Lyon train station distracted Paris police prefect Michel Gaudin by asking him to sign a petition and swiped the mobile telephone from his pocket, the sources told AFP.  No sensitive information was contained in the phone, the sources said.  The embarrassing episode comes as the French interior ministry is in the midst of a campaign to raise public awareness of the growing risk of mobile telephone thefts.

 

http://newsinfo.inquirer.net/79741/pickpockets-nab-paris-police-chiefs-smartphone-2

Is there a benefit to checking in online?

Two major airlines allow web check-in for domestic flights: Cebu Pacific and Air Philippines. Philippine Airlines does not have the feature.

Web check-in is an advantage for those who booked their flights on-line. With web check-in, it completes the cycle of reduced exposure to human personnel thus freeing up queuing time.

There are guidelines. For Cebu Pacific, check in is allowed within 48 to 4 hours before departure, 24 to 3 hours for Air Philippines. Once checked in, one can no longer change the status. You are considered "flown," thus no refund and flight changes will be considered.

Web check-in technically means you forego the 2nd step of presenting yourself at the airline check in counter (1st step is the entry to the airport through the security guard). Your next step is paying the terminal fee and showing up at least 30 minutes before departure time at the pre-departure area. If you however have a baggage to check-in, you are required to present yourself to the web check-in counter which relatively has a faster processing time. With a baggage to check-in, you defeat the purpose though of reducing waiting time at the airport and the queue.

Checking-in online already gives you the seat number and your boarding pass. To some extent your boarding gate has already been pre-identified. You must print your boarding pass provided at website yourself for presentation with your identification card either at the security check or before boarding.  (If you fail to do this, web on-line counter is the recourse.)

One clear advantage of this feature in Cebu Pacific and Air Philippines is you need not rush to the airport an hour (or two for Cebu Pacific) before departure. Your seat gets forfeited only when you don’t meet the boarding time. In this case, you also forfeit your payment.

Try it out if it fits your needs.  It did for me in this month's leg.  Though I still prefer to be at the airport early to update my blogsite and post online if there is a free wi-fi.

This is a personal essay. Check the airline sites for the official guide. Policies may differ. Rules also differ for international flights.

Adventuresome and Introvert Branding

Quietly in front of the scene

Adventuresome: inclined to take risks

Venturesome: not inclined to take the beaten path

Introvert: inward. Introverts have a lot to bring if sparked. They have an amazing ability to discover new thoughts, an uncanny ability to focus, to concentrate, to connect the dots, to observe and note things that most people miss, to listen extremely well and are often found having a rich and vivid imagination too.

The more extroverts become knowledgeable about introverts, the less tension and misunderstanding there will be among the two.  Introverts and extroverts make a good balance.



Adventuresome Introvert

The week that passed must have been the most stretched air mileage I covered in my travel log.

Taking off from Manila on a Monday via PAL Airbus which took me to Cebu in the Visayas for a forum kicked off the loop. I returned back to Manila the following day returning back to Visayas in Silay via Air Philippines a day after. A commuter shuttle brought me to Bacolod for an activity.

Silay was a connecting air transport hub to Cebu via Cebu Pacific in a prop jet for another session Thursday PM. After an extended drinking spree with colleagues at the hotel coffee shop in the boundary of Mandaue and Cebu, I quickly packed to prepare for an early morning flight to Davao via Cebu Pacific in an Airbus.

I arrived in Davao early Friday morning with the luxury of commuting to the city proper in a public transpo for a coffee at Tata Benito’s coffee shop and arroz caldo at Davao’s Dencia’s. Rest of the day was spent facilitating a discussion in Ulas.

This swing exposed me to 2 international Centennial Terminals (2 and 3) in Manila, 2 international airports in the Visayas (Silay and Mandaue) and 1 in Mindanao in Davao, to PAL’s 747 and Cebu Pacific’s Airbus 320, Cebu Pacific Stuart Lawson prop jet and to Air Philippines’ Airbus 320. PAL’s service crews were formally dressed, Air Philippines’ casually dressed in shorts and Cebu Pacific in leisurely Bench outfits.

How was this for an adventuresome introvert?

At the PAL Centennial pre departure area, we were kept in suspense if the flight would depart or get cancelled in the light of the PALEA stoppage that started a week before. Fortunately, the flight took off though a bit delayed.

Landing in Cebu from Silay in a Cebu Pacific propeller jet was a challenge for the pilot as isolated rain caused poor visibility at the Mactan International Airport making the pilot circle wide the island several times before getting clearance for landing.

Commuting from Silay to Bacolod and back was a visual and sensual delight seeing ancestral homes, ruins, expansive green farmlands in a cool and airy surrounding.

The aerial view of the farms in Negros uniformly in green extending a wide kilometric radius was refreshing and an picture perfect setting.

All in all, I logged in at total of 1,682 nautical miles in a span of 6 hours and 15 minutes excluding the waiting and the check in time.

This week’s travel added to confidence to my travel sense. It validated that even with several linkages, multiple destinations and transfers, unarranged land travels I can manage. Supporting my travel were agents based in Manila who ensured I get booked in teh airline of my choice even if arranged a day or so before and the base organizers who have pre-arranged the business requirements of forums. I attribute this to a clear road map, discipline and appropriate resources.

It is fulfillment and enjoyment. An adventursome introvert like me after all loves mobility provided I have a base to come home to, to refresh and to prepare myself for the next one.

Traveler equipped with basics such as versatile 30 liter carry on, compact Nikon camera, Centro phone, all surface Rockport-Adidas walking shoes, Ralph Lauren jeans, Mountain Hardwear shirts,  waterproof and breathable Montbell particle jacket.  Expenses funded by a sponsor.

Map from Cebu Pacific Route

Cebu to Manila is 571 kilometers (equals to 354 miles or 308 nautical miles.)

Manila to Bacolod is 488 kilometers (equals to 303 miles or 263 nautical miles.)

Bacolod to Cebu is 112 kilometers (equals to 69 miles or 60 nautical miles.)

Cebu to Davao is 404 kilometers (equals to 251 miles or 218 nautical miles.)

Davao to Manila is 974 kilometers (equals to 605 miles or 525 nautical miles.)

Total in miles 1,682 nautical miles, 6 hours and 30 minutes of travel excluding the waiting

Wanting to be Good

A visit at any mountaineering store anywhere in the Philippines manned by fellow mountaineer never fails to spark a conversation.

Looking for a 35 liter backpack, I dropped by the Habagat outlet in CM Recto in the University Belt in Manila beside University of the East. Without establishing credentials, owner Bong Ortiz informed me the available stocks in his store and explained their basic features. Picking up from my interest in the brand Habagat, he narrated why the brand is in short supply in Luzon but not in the Visayas and relayed his sourcing of the TNF brand from Ho Chi Minh in Vietnam.

He later gave leads on other shops in Metro Manila where I may be able to see the model I am interested in. He gave anecdotes on why Sandugo is doing an aggressive move out stocks which is a result of a failed China deal and how Conquer the brand is faring.

For someone who has not visited a store before, this interesting conversation is much appreciated.

I recall in Sept 2009 when I was wandering aimlessly at the Gen San side streets, I spotted an outdoor store Southern Peak Outdoor Depot along Champaca st., just across Manny Pacquiao’s commercial building. The staff entertained me well leading to an invitation to a Mt. Matutum climb via an unpopular route-via Datal Lanao.

It is great to experience that “Travel forces us to rely more on others, and the truth we learn is that our planet is a friendly place. People want to be good to one another - regardless of their background, religion, or culture.”

Random Act of Kindness

Without a map and an initial check on the attractions worth seeing in Naga City, I took a stroll at Magsaysay avenue armed with just a
common sense of direction.

At the intersection near the Minor Basilica, I asked a rookie cop
walking to my direction on how I can reach Cam Sur. Speaking in
combined Bicol and Tagalog, he gave me a perspective on directions and a detailed instruction on the jeepney and bus rides with rates.

Does this count as an act of kindness to a stranger? No you would say because that's his job. Yes I say because across the street, he was signalling the jeepney driver to stop for me.

In these times, blessings do count. Thus I did not skip paying respect to Ina for them.

Naga Fotos

Captured images of a semi-religious trip.

Kindness of Strangers

The Kindness of Strangers lifted from The National Geographic Traveler Magazine March 2004

The Kindness of Strangers is a compilation of true stories of on-the-road friendliness. Here's a word from the author, Don George:

Why stories about people being nice? Kindness is easier to see when you are removed from your everyday context. Travel forces us to rely more on others, and the truth we learn is that our planet is a friendly place. People want to be good to one another - regardless of their background, religion, or culture.
Which stories are your favorites? Naturally, I think they're all good. Jan Morris writes about being rescued from a muddy pothole in St. Petersburg. Pico Iyer befriends a philosophical trishaw driver in Mandalay. Simon Winchester enters a "state of grace" thanks to a spirited vicar on remote Ascensin Island.
Are some places kinder than others? Destinations are not kind to strangers; people are. Some cultures may cultivate warmer interaction, but kindness itself transcends place and culture.
Where have you experienced this? Locals have gone out of their way to help me in each of the 70-plus countries I've been to. A Greek family included my family in their Easter celebration; a Japanese trucker detoured and hour to drive me to a tiny village; a young boy in Cairo led me by the hand from a sinister neighborhood; a Kenyan craftsman gave me a carving he just made. I now find myself going out of my way to help people, in gratitude for the kindness that's been extended to me.
What is the lesson of your book? "We're all interconnected on life's journey, and kindness is ours to withhold or bestow. If we live everyday with kindness, we create a more graceful world."

National Geographic George W. Stone
Don George is a legendary travel writer and editor who has won numerous awards for his work. He has been travel editor at the San Francisco Examiner & Chronicle, founded and edited the Wanderlust section of Salon.com, and most recently was Global Travel Editor at Lonely Planet Publications. He is the author of The Lonely Planet Guide to Travel Writing and the editor of six literary travel anthologies, including The Kindness of Strangers, Tales from Nowhere, and By the Seat of My Pants. E-mail Don at dgeorge@ngs.org.
http://travel.nationalgeographic.com/travel/traveler-magazine/trip-lit/hot-house-flower-and-the-9-plants-of-desire/

Instances of Kindness of Strangers:
1. Asking for directions
2. Use of toilet
3. Request for a drink
4. Giving a free ride

Sembrano Climb takes its toll of a female climber

Sembrano Climb takes its toll of a female climber
July 31, 1999 ni Di Makapili

A Special Report on the Scene of the Climb

Sembrano took a toll of a female climber in an expedition last 26-27 July from 4:30 PM to 12:30 noon the following day in this isolated mountain range occupied exclusively by this group on that stormy, windy weekend. Climber was said to be a seasoned one, a professional marketer and cook, a capable climber, master prober and host and an affiliate of an umbrella organization whose identity will remain to be anonymous to protect her interest and reputation. Climber was reportedly housed in isolation and has not reported for work for the past 2 days (Monday and Tuesday). She claimed to have spent her day at home washing and cleaning her tent with repeated attempts in inducing burping to throw up.

The Pililia local police were checking the whereabouts of 5 male climbers of varying personalities and interests who were reportedly seen with the female from the start to the end of the trek particularly in the dark moments nearing midnight Saturday under the intermittently bright new moon. An investigative team was dispatched at the scene of the crime at about 500 M ASL North East of Mount Sembrano overlooking Magbitac and Siniloan. Noted was a patch of lot with orderly bended cogon grass in about 2 X 6-meter dimension. Perpetuators were reportedly neat operators, as they “left no trace” except for some signs of road widening and trail damages. It looked like a body was dragged down from the socials area to the camping grounds.

Cleared was a male climber in a black TNF backpack. He was apparently the organizer of the expedition as he coordinated all timing arrangements, food plans, transpo and trail tracing. Sufficient proof was presented that he was alone in the tent under the mango tree during the probable time of the incident while the rest of the expedition group was having a good time at the socials.

Authorities were looking forward to see the prints of the photo coverage taken from a professional Nikon camera and a high tech advanced photo system device simply branded as IXUS II Canon.

Also tracked for possible leads were two other male climbers who decided to forego participation in the trek at the last minute. One claimed to have suffered a broken spinal column and the other claimed to have scheduled laundry chores. Police are still checking at the submitted medical report. The other climber though could not present freshly washed laundry. These two demonstrated strong interest on the whereabouts of the climb. Climber with back problem immediately asked to highlights of the climb from the Mindanao born participant and from the leader. Climber with household chores particularly asked how the female climber was.

Bribery was present. A participant from Angono Rizal who was among those under the heavy influence bribed everyone with a fried itik (roasted duckling), a specialty of his hometown apparently to silence the witnesses. Two probable incidents he wished to be erased were the dragging and road widening and the missing tent door.

Other questions that needed further probing were:

1.  Could it have been done by the two non-drinkers as their judgment were not impaired?
2. Who was with the female climber up to the last moments when she was picked up at 7-11 Cainta Sunday afternoon?
3. What was the motivation for the late Friday night calls between the female climber and the two other climbers who opted not to go?
4. Could this not just be the handiwork of the female climber who wanted to get national prominence from the weekend? Or did she want to catch somebody else’s attention?
5. Could the female climber simply be making everything up to gain back the attention of her climbing friends who based on her own admission were all unavailable that weekend?
6. Why was this Cainta-based climber extra nice to the female climber even preparing coffee that late in the morning?
7. What secret ingredient did this non-drinking climber in the sinigang broth place? Could it have been the stimulus that kept the action going?
8. Was the leader really cleared? Or he staged an early retirement when mission was already clearly accomplished?
9. Who is this bespectacled climber who claimed no knowledge whatsoever on this climb and yet was scheduled to visit the scene of the crime on 31 July?

A hearing was set at Albertos in F. B. Harrison Pasay at about 8 PM Wednesday 28 July to expedite the resolution of the case and to schedule the next climb that is, if clearances and permits will be issued to them.
CMC Press 31 July 1999