In refer to the letter entitled Immigration officers may not have known English by Engstan and I have to disagree with the writer.

The reason for Brad Shepherd's cold treatment by one of our immigration officials could not have been just because the officer involved could not speak English. It may be justified to a certain extent, but it is certainly is not an excuse to be cold.

No one is asking the officer to speak fluent English but a simple friendly smile (a universal language apparently) or a 'Welcome to Malaysia' is all that is necessary. Surely the officer could have at least managed that?

Compare this to Australia where each time I arrive back, I'm always greeted with either a "Welcome back, mate' or 'How was your holiday' from the immigration officials involved. It makes a world of difference, especially after a long, boring flight.

The thing about first impressions is that you only get one chance to make them. Having said that, Malaysians can harp all they want about they being a 'friendly lot' but unless you start showing otherwise, then I'm afraid nothing is going to change.

Take this analogy for example. I can tell you till I'm blue in the face that I am good person, but unless I can demonstrate to you through my actions that I am indeed a good person, you aren't going to believe me.

So it's simple. Either train this expressionless lot to say "Welcome to Malaysia" followed by service with a smile or replace them with people who are genuinely enthusiastic about making visitors feel welcomed to Malaysia. Immigration is in the service industry after all and appearances are everything.