UTM Comments is a partnership between Macau News Agency and Macao University of Tourism
By Kitty Fong and Loretta Tou
In this era, sustainability is everyone’s responsibility and it has gradually extended to the level of a company and a region. Thus, many cities recently launched campaigns to ban using single-use plastics, such as tableware and shopping bags. To make it effective, governments are involved in making laws and policies. For instance, Macao passed a law requiring customers to pay an extra $1 for a plastic bag when shopping, launched in November 2019. In April 2024, Hong Kong had also acted against the one-use tableware. Restaurants are prohibited from providing single-use utensils with non-biodegradable materials at the restaurant or for takeaway food. They can only provide utensils made of wood, paper, or other similar eco-friendly items.
Kitty Fong, Lecturer at UTM 
Loretta Tou, Lecturer at UTM
However, after these laws were enacted, the reactions from the public were extreme. For example, since no free plastic bags are provided by the shops except for those goods without packages, customers will either bring their own shopping bags or inconveniently hold in their hands all the goods they have purchased. Their main intention is to avoid paying extra money which is $1 per bag. Furthermore, along with dismissing the use of plastic bags, it has become quite common in supermarkets for staff to no longer help pack the items purchased leaving the customers to tend for themselves; consequently, giving a vibe of incomplete service rendered in comparison to previous shopping experiences. Moreover, as single-use plastic utensils are banned in restaurants, customers have complained that the new biodegradable tableware are not functional. Straws don’t even last till the drink is consumed and knives break while in use so the whole experience of enjoying the meal is affected and possibly ruined.
The idea of sustainability is crucial but a balance between eco-friendliness and service quality is needed. It is the main point of our discussion that we cannot stress enough. There is no conflict; we just need time! No plastic bags provided does not mean a customer packing service is not necessary. The staff should be informed and reminded about the importance of a complete service process. Obviously, the improvement of wooden/paper utensils is needed, but the most important thing is maintaining and enhancing customer service while being eco-friendly. Establishments need to understand that customers value service, and they should be committed to maintaining that standard. In neighboring regions, like Taiwan China, restaurants offer a service to “lend” reusable cups to customers for convenience when takeaway. This way not only reduces waste but also enhances the customer’s dining experience. Customers have become more motivated to accept and adapt to the changes. Another example, in France, customers are encouraged to bring their utensils for takeaway by providing some special offers, such as free refills of drinks or discounts. These initiatives can both promote sustainability and add value to the customer’s experience. These are just a few examples of bringing customers a good service and experience while being eco-friendly.
As we navigate these changes, it is important to remember that adopting eco-friendly practices is a small price to pay for the health of our planet. It is not just about the present but also about securing a sustainable future. Eventually, let us not forget to continue providing our customers with an excellent and memorable service experience, which will set us apart in the long run.
