128. The Solution-Focused and Kind Security Guard

The following took place during my trip to Chiangmai. It was early evening on a weekday and I was waiting for a taxi by the busy road. After almost 15 minutes without any luck, I decided to walk towards the intersection, hoping it would increase my chances of getting my ride. (There was no subway available and I did not have data roaming on my phone to call for a Grab car.)

After about 50 metres, I saw a security guard by an old building which looked closed for the day. I asked in my conversational Thai if it was easy to get a taxi from there and lamented that I had been waiting for quite a while. The man, probably in his late fifties with a warm smile, said this was the peak hour and taxis may be hard to come by. After ascertaining my destination, he said in a kind tone, "Don't worry, I will help you look for one" and promptly got up and walked towards the main road to flag at some approaching cabs, which all turned out to be occupied indeed.

As he stood by the busy road keeping an alert lookout, he asked if I was open to taking the local red lorry taxi - at times shared with other passengers - and offered to speak with the driver on my destination. I told him I was fine with this option too. Even then, the few red lorries that came by were already full. 

He continued to assure me, "Don't worry, I will make sure you get back soon." 

The security man then suggested for me to call for a Grab car, and upon knowing that I had no data plan, he offered to share his phone network with me. He even apologised that he did not have the app itself. Although his was not a smart phone, I thanked him for the thoughtful gesture. 

We also chatted in brief. He asked if I was in Chiangmai for work or holiday. I learned that he has been working there for 7 years, and he has two children in junior high school. 

After several minutes, the man said - in the worst case scenario, if I did not mind the wait, he would knock off in about 30 minutes and he could give me a lift back on his scooter. Before I could respond, he informed rather excitedly, that there was a supermarket around the corner and perhaps they had Wi-Fi there. 

In the end, I managed to book a Grab car from the supermarket's free Wi-Fi network. Given that the ride was arriving only in 8 minutes, I quickly walked back to look for the kind gentleman - who was still standing by the main road flailing his arm about, looking out for a taxi, MY taxi. 

He looked genuinely happy for me when I told him my ride was arriving shortly. When I passed some gratuity as a token of appreciation, he declined and said, "No, no need!" In the end, I managed to convince him that he could get some snacks for his family to enjoy, on the condition that he would relate this incident and tell his children that the stranger said what a kind and helpful father they have!

We had a good laugh and waved farewell with much fondness, despite the brief interaction. 

As I sat in the car heading back to my hotel, I smiled and was glad that I did not manage to get a taxi that evening; otherwise, I would have missed this highlight of the day. 


Reflective thoughts: The security man is exemplary of the service standard "....whether the employee made every effort to meet the guest's requests or offer suitable alternatives". What is YOUR example to share?


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