I had taken a month long break from the Lovely University of Lapin AMK. During that time, it wasn’t truly a vacation; it was spent navigating the Spanish bureaucracy to obtain a visa (“Fun” times, Believe me). While returning back to Tornio, Finland (literally on the train back), my housing emails had still not been responded to, thus, I was homeless.
Frantically, I’m trying to get in contact with the program intern or the program director. They must be able to do something, right? They would be the person willing and able to change something or help, right? Wrong, the response I received wasn’t my expectation at all.
In a nutshell, I was told that it was the weekend, I should have contacted them earlier, and that they were busy. Of course, this starts full panic mode. Of course, I try to reach out to the director, which I was told she was busy and she shared the previous thought as well. The suggestion: stay with someone else for the night, and go to housing on Monday. It was Saturday. After 26 hours of travel, running on 4 hours of sleep, and a protein bar, I was not a happy camper AT ALL.
I received a message the next morning as I was holed up in a classmate’s kitchen, that the housekeeper would give me a key later on in the evening. I could’ve wept. Three others were in the same situation as myself, and we all were going to be on the floor of a mutual acquaintances one-bed room.
On Monday, class resumed in the summer school. I was still peeved that such a thing occurred. It was then the Director of the program addressed the situation by stating that “some” (meaning me) of us have a “princess complex.” It meant that we expect people to do things for us as we command. The Director stated that in Finland, weekends are sacred and work life is separate from weekend life. We shouldn’t expect additional assistance, outside of emergencies, during these times.
Shocked, and admittedly pretty irritated with that statement, I came to a realization. In the US, we don’t compartmentalize our responsibilities. We maybe on vacation, or out of town, but we are prepared to answer work calls whenever to create 24-hour service. Even if it is not our job, we expect to have service or assistance from someone, somewhere at all times. Specifically, in academic services, professors answer emails on weekends, residence halls have RA’s or hall directors for aid, and so on. In Finland, when things close, they CLOSE. It doesn’t help that the emergency contact in the building doesn’t speak English.
A situation that I believed was an emergency was seen as merely a temporary inconvenience that I could figure out. The ideals of customer service are definitely different. In the US, we are much more demanding because, culturally, we believe that we should get what we paid for and then added services to keep us coming back. Customer Satisfaction is important in a competitive market, so it is valued heavily.
Customer Satisfaction is still greatly valued in Finland. However, it is customer service as defined by the rules. You will receive a quality product with great service, but when the time comes to close, or the task is outside of the usual means of operation, you will receive a simple “no, it cannot be done.” Of course, it depends on who and what company.
I was pretty disappointed with this as an international student who felt stranded in an unfamiliar land and not receiving the help I expected from the host school I was attending. However, it is a lesson learned. When you travel, you must change your expectations to fit the local culture.