A bouquet for the French Embassy

EXPERIENCES with institutions, embassies included, are either average, pleasant, or unpleasant. In general we are satisfied if the service is efficient, questions are answered, and there are no unwarranted delays, even if it’s all delivered without a smile. We don’t talk about it. If it’s unpleasant we not only take umbrage, we protest, complain, and rant about it to anyone who would listen. If, on the other hand, we encounter pleasantness beyond the call of duty, we are pleased but rarely talk about it. Not immediately, anyway. I write this by way of making amends.

My family and I recently applied for visas to visit France and we were amazed by how smooth and pleasant the entire process was, from start to finish. Every encounter from the moment we arrived and interacted with all the staff was marked by professionalism and unexpected kindness. I say “unexpected” because, sadly, we have experienced far too many grim, smileless faces and even uncalled for rudeness in so many institutions.

What stood out most was the attitude of the person handling our applications. His courteous and helpful demeanour made me wonder why more embassies don’t employ such approachable staff. Applicants were attended to promptly without any unnecessary waiting time. When we were given back the passports with visas stamped, we were told, “Enjoy your stay in France”. We were moved by the warmth and, more than this, the sincerity. It created a meaningful and positive impression.

Unfortunately, it is common to hear stories of embassies where the behaviour of the staff leaves visitors with a poor impression of the country they represent. In contrast, the French Embassy in Kuala Lumpur provided an experience that reflected positively on France itself. Obviously, we wanted to go to France, but the way we were treated made all of us extra excited to visit that country again.

This visit has set a high standard in my mind for how embassies should operate, and I hope others will follow their example. It’s a reminder that excellent service can make all the difference in shaping perceptions of countries we plan to visit.

KRISHANTHA PRASAD COORAY

Kuala Lumpur