Week 6, 2018
This weekend Finland showed me what it is made of. This is a new perspective. I already recognize its SISU, as I have talked even at events (example here).
In this weekend I learn about values and trust. Here are the specific examples.
At the K-market , which is a chain of supermakets, I bought an electrical house appliance because it had 30% of discount for store affiliates. My companion to the store holds the store’s card, so we bought this machine. Once at the cashier I paid my bill with a debit card. When I got my receipt, I notice the system did not reflect the 30% off my purchase. This discount should appear automatically on the bill and it did not. So, as soon as I notice the discount was missing we told that to the cashier. Then, the cashier made a phone call, apparently to check what happen, and once she hang up, the following happen:
- The cashier clicked something at its “computer” and gave me a new “ticket”.
- I signed this new “ticket”, as the cashier informed she was returning me the money of all my shopping to my card. Note: I did not put my card on the card-reader to proceed with this step.
- After signing, the cashier printed a new receipt with the total of my shopping, now showing the 30% off (note: this was done based based on what the cashier’s “computer” has recorded because the items were not registered again).
- I paid this new ticket by adding my card into the card-reader.
- We left the store as nothing had happened. The cashier did not give me any paper proving what has happened (the return of the money at least).
I was anxious, to be honest. My companion, who is Finnish, was certain that everything will be ok. Myself, honestly, I was not trusting the system 100% and I was concern what would happen if they charge me both amounts. 24hrs later, I can confirm that my bank account only shows the second payment. The first one was, indeed eliminated.
Still, I feel strange that all this process is done without a hard-copy proof of the event, with the cashier and without “supervision”. It is amazing the trust on the system. Also the values of everybody to make the system work.
We went to play bowling, and the shoes were without surveillance.
I have never seen this, and I have been in different countries playing bowling. The shoes are always behind someone who is controlling them. If you think it is because is a small city, well, I think with 182k inhabitants (as it is registered by 2014) it is evident that the trust on people is present. Customer behave and respect the property of this business.
I only can say, Finland, I take my hat off as a sign of respect to you. You have incredible values and trust.