Chiriquí Chatter

There has been a lot of discussion lately on the Yahoo groups about the American Embassy and it not doing all that is should to assist the US citizens living in Panama. I haven’t had to use the Embassy much, but when I have they have been extremely helpful. On the recent visit by the ACS staff, I had a question, which didn’t fall under the department of the representatives that visited David. However, they said they would take my question and would have someone contact me when they returned to Panama City.

The day after they returned, a very nice lady called and explained what I needed to do. You can’t beat that for prompt service.

A post about the Embassy (on a Yahoo group) resulted in Hunter responding. I read it several times and thought it was worth posting as a reminder to all of us. You may not think about it when you talk to a person in the US Embassy, but that person in all likelihood is a Panamanian. The person may have dual citizenship, but he/she is still probably a Panamanian.

Now in the US, you may be used to telling the person helping you, that you pay taxes to the US and therefore pay his/her salary and you demand service. Well that certainly is an approach. It is also an approach that breeds dislike for all of the expats that are living in Panama.

While, what Hunter says below was responding to a US Embassy post, I suggest it also applies to everyone you will deal with here in Panama (The teller that tries to help you at the bank, The receptionist at the doctor’s office, The street vendor selling Pipa de Agua.)

The very person you offend may be the niece or brother or father of the heart surgeon that you may need in the future. Here is Hunter’s response related to an Embassy thread on Yahoo.

You are correct but the employees working the windows do not see our names on their checks nor can they relate if one walks in demanding things.

That’s a big disconnect for many Americans living here.

Highly suggest that if we expats focus on how to ask for things and understand what the answers really mean in the local culture, we will all get most of what we want if it’s possible.

For example, on Expat Healthcare, I just posted a little tip for people to get better care here. Basically, think of this country as a slightly larger Mayberry. (For those who have never seen a rerun of the Andy Griffith Show, or the original series when it aired, Google is your friend.)

This is a very, very small town with a big city look.

Want good medical care? Be nice to the doctors, nurses, and staff. Sadly, I increasingly hear the local docs tell me that many expats simply do not say thanks. Instead, some immediately complain about the bill being too high or demanding to see an adminstrator.

Here’s a valuable tip: Be nice and appreciative first and the bill has a better chance of dropping if you say you cannot afford the whole amount. If you thank the staff and nurses, that possibility grows more likely. Thank the doctor with sincere praise for saving your suntanned rear end, and the bill can really go down. They are the ones in charge of you at the hospital and can influence what the hospital charges.

Something else needs saying: If you are a family member or friend visiting a patient, be as nice and considerate as you can. That wins points too. Tell your visitors to be nice and considerate to all the staff and you will probably have better care. I have recent personal experience on this one as well.

Does this mean that you should nice while being poked and stuck with needles or are in deep pain? Nope. Not at all. These are professionals who care about you and understand that people are not themselves when they are sick. You automatically get the benefit of the doubt. Just remember to say thanks afterwards.

The flip side is that at some point, you may need the best care this country has and your reputation walking through the door behind you may give pause for concern. Will you be treated? Of course. Will you be stuck with a higher bill? Probably.

Make enemies in the medical or dental community down here and you will regret it at some point — when you or your family need it the most. They talk amongst themselves. The best doctors or dentists may suddenly become busy when called. There is your financial incentive to be nice and have some manners.

If you do have a problem with the service or bill or some other complaint, ask for help in getting it resolved. Make demands, pound your fist, and you will probably spend a lot longer getting it taken care of — if at all. Asking the right question to the right person is sometimes all it takes. Start with the right attitude before calling in the attorneys.

Here’s an example — asking for your medical records:

DO: “Hola. Can you help me get a copy of my medical records?”

DON’T: “Hola. I want a copy of my medical records.”

To most of us coming from up north, it doesn’t seem like there is much of a difference between the two. The problem is that you don’t understand what the Panamanian behind the desk is hearing. The latter sounds like trouble to them. The former gives them an opportunity to be of help and assistance something that the vast majority of Panamanians like to do, I have found.

In some cases, it is an power trip issue. Many workers feel like they have no real power in their work. You, the customer, depending on your attitude, can either make them feel like helping you or you can trigger the “I hold the power button and I control you” response.

Which would you rather deal with?

Saludos,

Hunter

I heard my dad say this many times, “I know you think you understand what you thought I said. I am just not sure you realize that what you heard is not what I meant.” Take your time. Smile at the person helping you. Ask in a nice manner. They want to help and will if you are they type of person they think deserves it.

Tags: Reflecting