Finnish honesty

A social experiment in the form of a  "wallet test" was recently performed in several major cities around the world.  The idea was to leave a wallet with cash and credit cards therein within a public place and then see how many wallets were returned versus taken. Helsinki ranked #1 in this test with the return of 11 out of 12 wallets. The worst was Lisbon, Portugal were only one wallet was returned out of 12, and the people who returned it were not even from Portugal.  I find it amazing how high Finland ranked, but after living here for almost 3 years I understand why.

Two separate recent personal incidents at the local swimming hall have helped cement my understanding of the honesty of the Finnish people.  Several months ago I was working out in the swimming hall's gym and was listening to music with somewhat expensive head phones.  Later into the work out, I placed the headphones back in their case, put them in my pocket and continued to work out. Following the work out, I headed back downstairs to use the shower and sauna.  As I was getting dressed I realized the headphones were missing.  I was pretty bummed after scouring the gym and not being able to locate them.  They must have fallen out of my pocket while exercising. I figured someone must have taken them since I was just there 30 minutes ago and they were no where to be found.  Then I thought I would give it one more chance by asking the front desk if maybe someone had returned them.  As soon as I asked the lady, she went back to get them and handed them over to me no questions asked.  So someone not only found them, but promptly returned them to the front desk.  Not sure if that would go over as smooth in the States.

My second incident also occurred at the swimming hall.  This time I was working out in the gym and had a loose car key in my pocket.  I guess I didn't learn how to secure items in my pocket the first time around. :)  Again, I finished my work out and went back downstairs to the gym and sauna.  As I was getting dressed I realized my car key was missing.  How would I get home, what was I going to do?  However, this time I didn't panic, I went calmly upstairs and searched the gym again, but it was not there.  Then I walked back over to the front desk and asked, and yet again, the lady returned the key to me.  So, someone in the gym had found it and promptly returned it to the "lost and found" at the front desk.  I went home later that evening with a smile on my face.

Finns should be really proud of themselves for living in a society which instills these values on it citizens. It makes for a happier society when people can trust their neighbors and officials.  I guess this golden virtue of honesty this might explain why Finns are not the best at Marketing and Sales jobs.  :)

You can read more about the social experiment test here: http://www.rd.com/slideshows/most-honest-cities-lost-wallet-test/#slideshow=slide1.

Finns and the weather

Snowstorm, pounding rain, sleet, frigid cold temperatures... There is really no such thing as weather that would prevent the Finns from doing what they want to do.  I am not saying that they enjoy the freezing cold days, but that they will always continue on with their outdoor activities no matter what the barometer might read.  There is a definite distinction as to how the weather affects outdoor activities in Finland versus where I came from in the USA.

For example, if one of my children is playing soccer and the games are scheduled to be played, they will never be cancelled based on weather conditions.  The games will go on no matter how cold or rainy the field of play might be (yes, I have been at the side of a soccer field in rain and in 37 F temps as well).  The spectators and players will dress appropriately and just go do it.  In the US there is the fear that a wet and muddy field might lead to someone tripping and getting hurt and perhaps some parent suing the city where the game was played.  In Finland there is no such fear of lawsuit (because the Finnish legal system does not allow punitive damages like US allows) and there is not the same worry about the children falling and getting hurt.  The other difference is that kids are taught to tough it out at earlier ages and living in a harsher climate leaves no other options.  Where we lived e.g with the soccer league there was a "weather hot-line" that we could call several hours before games to confirm if they were cancelled or not. Here, my daughter has played numerous day-long soccer tournaments with continuous rain all day long.  We would sit with our raincoats on and the kids would continue to play unfazed throughout the day.  Since the weather is quite moody and unpredictable in Finland there is no real way to plan around it, one just needs to deal with it.

The other night my son had his school's 100 day celebration scheduled for outside.  The teachers were planning on grilling sausages, drinking warm drinks and doing a scavenger hunts.  Well, it was quite chilly that evening (-15C, +5 F), but the show must go on.  The celebration proceeded as planned and lasted 1.5 hours.  I wore 3 layers under my coat and a hat, but little did I know that it really doesn't matter how one dresses, if you are just standing around in -15, it is still quite difficult to keep warm.  I noticed the other parents, but no one seemed to be as cold as me or being Finns they just keep their pride and didn't show it.

The funny thing about the weather is that while Finns go on in any weather and do not seem to let it interfere with their activities, this does not mean that they would not constantly talk about it. The weather, it seems, is a constant topic throughout the year in Finland.  Seems that not one day goes by when I don't end up chatting with one co-worker or another in regards to the current weather.  Too cold in the summer, too hot in the summer, too rainy, too humid, too icy, too freezing, too dark, too light.  Regardless of the weather, the Finns will talk and most likely complain about it.  There honestly never seems to be a perfect weather scenario for the Finns - but they will go on in any weather regardless.  Since Finland is such a high Northern country, the weather is ever so changing and hard to forecast, so one must deal with the card they were given and stop trying worry about it.  In the past 2 years that I have lived here I guess I have stopped trying to worry about the day to day weather and just accept it for what it is.

Photo credit: Getty images.

Finnish customer service or lack thereof

This is a sensitive topic and there has been much discussion about it by Expats and Finns alike.  Whether it is a casual conversation with one of my co-workers or a chat with my wife, this topic seems to come up somewhat frequently.  Some people believe that "customer service" and "Finland" should not even be used in the same sentence because Finland doesn't have a clue about treating the customer while others might think that everything is fine and there are just some misunderstandings among expats living in Finland.  I am going to try to be neutral here, but based on observations and experiences that I have had while living here for 2.5 years, I would rate Finnish customer service a 3 on a scale of 1-10.  I would estimate that from my experiences I have had a pleasant customer experience approximately 30% of the time.  I guess it could be worse.  :)

I think the big debate here is: Are the Finns just rude and don't appreciate or give good customer service or is it just a cultural thing.  Perhaps they are not really intentionally trying to be rude, but it is a perception of outsiders used to a different level of service that their level comes across as rude.  I personally was shocked in regards to one experience I had after I had just arrived to the country.  I needed to change the car from summer tires to winter tires so I went to a local tire shop in order to do that.  First of all, when I asked the guy behind the desk if he spoke English, he said "no", but then spoke English anyways.  I noticed he said the same thing to every non-Finn who came to the shop looking for tires.  Sure, he might have wanted people to attempt Finnish, but rudely saying "No" to everyone who asked wasn't really a nice move.  Then later it came time to get my car as it came off the platform.  I tried to drive away, but the key did nothing.  Some message then came on the screen which referred to the electronic system.  Everything was fine before coming to the tire shop and now since they changed tires I cannot start my car. I asked for some help, but no one seemed like they cared or had the time to help.  Some guy turned the key a few times and finally after some minutes they just proceeded to push my car out of the garage into the yard without saying a word.  Now I was in the parking lot with a car that doesn't start and not sure how to handle it.  So, then I go talk to the manager who acts surprised but gives no help at all.  Almost like he just wanted the situation to go away.  I called my wife, who then attempted to call the place, however, they simply did not answer the call.  She finally got a manager of the entire chain on the line, who was apologetic but unable to help.  I went back to my car and after monkeying around with the engine for a while and having my wife search for technical solutions online from her office, the car finally started back up.  I took a deep sigh of relief and then raced over to pick up my son at school.  I think even Finns would admit that this was bad customer service.

I have already blogged in the past about numerous stories of frustration that my wife and I have had when dealing with Finnish banks.  I was rejected many times for simple credit cards and we were rejected by banks for loan applications.  Finally a good story to share when a very friendly and accommodating Finn at Danske Bank (formerly Sampo Pankki) helped us get a good rate and loan on our new home.   See my earlier blog article (2012) on "Do Finns trust foreigners" for more about this experience.   Also, in spite of my horror story at the car shop, we were finally able to find a friendly car repair shop in Espoo with a very friendly owner who normally accommodates our needs.  I just have to remember these pleasant situations and understand that there are indeed exceptions to the rule.

Another expat shared a story about how he offered to open the door for an older gentleman and after the man walked through the door and said nothing, my friend said "you're welcome".  The Finnish man then proceeded to say "Well, I never asked you to open the door for me" rudely and walked away.  :)  Hmm, it seems like many Finns just don't want the help, they want to "do it on their own".  Trust me, I know from experience myself that Finns are forever independent and proud and generally shy away from help.  They do not seem to want to owe anything to anyone.  I am still a bit torn over whether to chalk off these experiences and stories as rude and unacceptable behavior or just part of the culture that needs to be accepted when living in someone elses country.  I don't expect things to be just like in the States when living in Finland, but I do think some form of customer service should be practiced by Finns.  Sure, in the US we have much higher level of customer service and many people's livelihoods depend on the cash they receive from tips and such.  Still with that said, one should not feel entitled in their jobs just because they know they will not receive anything extra or lose their job because of it.  So, I actually do think that the Finns could learn a bit about customer service in the States and perhaps change their habits a bit to make their country a better place to live.   Sure, every culture is different and no country is perfect, but I think it is pretty safe to say that if there is something that the Finns can improve on, it is definitely customer service.

Do Finns trust foreigners?

Writing an expat blog has been generally a rewarding and thought provoking experience.   Every once in a while, it is good to explore more sensitive and perhaps even controversial topics.  My thoughts I write in this blog are based on observations, not stereotypes or rumors.  The subject of trust and rules will be the topic of this post.  Do you believe Finns fully trust foreigners living in their country?  See my examples below.

The first example would be applying for, an receiving, a debit/credit card from a Finnish bank, called S-Pankki.  I have tried and have been rejected in regards to my first application for a credit card.  First of all, I was initially not even eligible to apply for this card, because the bank felt that the identifications I provided were not sufficient.  I provided 3 different methods of identification:  my US passport, my biometric police department issued Finnish residency card and my Kela card (Finnish social security card).  All three of these cards were deemed insufficient to even begin the credit card application process, according to S-Pankki.  Two of these IDs provide a photo and the biometric card has fingerprints, both issued by the police department.  The bank told me that rules say, I need a valid Finnish driver's license.  :)  Well, first of all I think those rules are just plain ridiculous and quite odd, but whatever.  Finally after living in Finland long enough, I managed to get a Finnish driver's license which can be obtained after one has lived in the country for 6 months.  So, I went back to S-Pankki with the new driver's license as proof of my identity.  The S-Pankki representative was fine with this ID now, so he helped fill out my application and told me to wait approximately 3 weeks for the card and PIN numbers to arrive in the mail.  So, I waited patiently and felt good knowing that I had finally provided the correct identification that S-Pankki requested.  A few weeks later a letter from S-Pankki arrived in the mail.  Would this be my PIN number before my actual card arrived?  I opened the letter and to my complete disbelief, it was a rejection letter from S-Pankki.  I had been denied a credit card and there was no explanation.  All that trouble to finally provide the correct identification and then they reject me?  My background includes a solid work history, sufficient monthly steady income, and excellent credit history, including several credit cards (with never actually having used the cards for anything other than monthly convenience (i.e. not using them for the rolling "credit" function)).  I had just been rejected with no reason for a credit card with a 5,000 Euro limit?  I do not have any debts in Finland and I have a job, why was I rejected?  I guess we will never really know as my wife tried to call the bank and request information and all we received was "we do not have an obligation to tell you the reason".  So, you will not help me figure out what to do to get approved, including not being able to confirm if there was some information that the bank perhaps did not have that they needed, so then what I am supposed to do?  I am really at a loss for words.  I am not a student trying to get his first credit card, I have a long work and an excellent credit history and have been rejected.  Could this be that I am trying as a foreigner in Finland?  My wife had no trouble getting her card.  What could possible be different between the two of us, other than our citizenship.  You be the judge.

The next mistrust example comes when simply trying to verify my identity in regards to a potential house loan  application at Nordea bank in Finland.  We didn't get any customer service from S-Pankki in regards to the credit card fiasco, so how would Nordea bank respond when trying to confirm my identify for a loan?  So, I met up with my wife at the Nordea branch in Kamppi in Helsinki.  This time I brought my brand new Finnish driver's license, Finnish (biometric, police issued) residence card and Kela card.  So, would the Finnish driver's license which was lacking at S-Pankki be enough to simply verify myself?  Well, I presented my card and also the other ID's just in case.  The representative went to some back room with my driver's license and then came back and said "We cannot identify you with this, this driver's license was exchanged from a California license, so we now need your US passport as well to verify who you are."  Ha  ha ha, so in S-Pankki the passport was not good enough and they need a Finnish driver's license, now in Nordea the driver's license is not good enough and they need my passport.  This was becoming so ridiculous, and again the customer service person said, "sorry, there is nothing I can do".  So, I guess again, 2 valid ID cards with my picture and both issued by the Finnish police station is not good enough to identify who I am?  What gives?  I am still trying to figure out how to deal with banks in Finland.  Let me know if you have any tips, other than changing my citizenship ;)

The Finns, at least in banks simply have no customer service and do not trust.  Honestly, I don't think these ridiculous rules would be the same in the United States.  Were these simply their arcane rules, or other examples of mistrust of foreigners?  I just don't really appreciate that when I am simply trying to verify my identity or apply for a credit card that I am treated like a small child and have to jump through 5 hoops in order to take care of something so simple.  Hopefully, this will be my last example, as I wait patiently for my re-application for a credit card via S-Pankki.  Maybe the 3rd time is a charm?   :)

Update 23.8.2012 - I was just rejected a second time by S-Pankki again.  This 2nd application only carried a 3,000 Euro credit limit and I attached a full US work history and current employment to the application.  Considering I have worked for the previous 17 years and have solid credit history, this is definitely a case of this bank discriminating based on race or nationality.  If you looking for a bank in Finland, please do not support S-Pankki.

Update 19.9.2012 - Sampo Pankki granted my wife and myself credit cards, lines of credit and a home loan. The customer service rep was very friendly and it was an ease applying for the loans/cards.  Good to know that not every bank in Finland discriminates.  :)

*** Hint - If you are moving to Finland anytime soon and would like to establish a loan or credit card, try Sampo Pankki (recently purchased by the Danske Bank group).  ***