IX. BUSINESS TRAVEL Business Customs The Dutch market is a highly competitive market and the U.S. exporter must keep certain factors in mind to achieve maximum success. The "golden keys" of customary business is courtesy, especially replying promptly to requests for price quotations and to orders. These are a prerequisite for exporting success. In general, European business executives are more conservative than their American counterparts; therefore, it is best to refrain from using their first names until a firm relationship has been formed. Friendship and mutual trust are highly valued, and once an American has earned this trust, a productive working relationship can usually be counted upon. Dutch buyers appreciate quality and service and are also interested in delivery price. Care must be taken to assure that delivery dates will be closely maintained and that after-sales service will be promptly honored. The Dutch and Europeans in general, are concerned that after placing an order with an American suppliers, the delivery date will not be honored. While there are numerous factors that may interfere with prompt shipment, the U.S. exporter must allow for additional shipping time and keep in close contact with the buyer. It is much better to quote a later delivery date that can be guaranteed than promise an earlier delivery that is not completely certain. U.S. exporters should maintain close liaison with distributors and customers to exchange information and ideas. In most instances, mail, fax, or telephone communication is sufficient, but the understanding developed through periodic personal visits is the best way to keep distributors apprised of new developments and to resolve problems quickly. Prompt acknowledgement of correspondence by airmail or fax is recommended. Further, U.S. exporters should seriously consider warehousing in the Netherlands for speedy supply and service of their European customers. A vigorous and sustained promotion is often needed to launch products because of buying habits. Products must be adapted to both technical requirements and to consumer preferences. It is not sufficient to merely label a product in conformity to national requirements for the development of the full market potential. Consumers must also be attracted to the product by label and packaging as well as ease of use. Travel Advisory and Visas Every U.S. traveler must have a valid passport. No visa is required of U.S. citizens visiting the Netherlands for less than 3 months, but one is required for longer periods. An American citizen entering the Netherlands for permanent residence must register as soon as possible after entering the country. U.S. citizens planning to work in the country must first obtain a work permit. The permit is to be presented to immigration upon arrival. Such permits must be obtained by the Dutch employer and are usually granted only for specialized work. Management and skilled workers have no difficulty in obtaining work permits. Holidays The dates below are the official statutory holidays when most commercial offices and banks are closed. Certain other days are celebrated as holidays within local jurisdictions. American holidays are observed by the U.S. Embassy and Consulate General and should be considered when telephoning or visiting the U.S. & Foreign Commercial Service staff there. DUTCH HOLIDAYS New Year's Day January 1 Good Friday Variable Easter Monday Variable Queen's Birthday April 30 Liberation Day May 5 Ascension Day May 28 Christmas Day December 25 Second Christmas Day December 26 BUSINESS INFRASTRUCTURE Language Communication English usually can be used in commercial correspondence. However, not all Dutch understand English and for retail products it is essential to provide advertising, labeling, and use instructions in Dutch. If such literature cannot be provided, the U.S. exporter should work with the Dutch importer or distributor to have the products labeled in the Netherlands. While language barriers pose no problems, some expressions and terms may have different meanings from those in the United States. To assure better understanding, it is well to define unfamiliar terms in commercial activities. By reference and the use of INCOTERMS in an agreement, both parties will be using the established international set of commercial terms which helps to reduce possible misunderstandings and promotes fair dealing. See "Quotations and Payment Terms" section. Housing Housing is often difficult to find and rents vary widely. Family housing of a size to which Americans are accustomed will be expensive in or near the larger cities. In many area, furnished quarters are easier to find than unfurnished quarters. The term "unfurnished" must be taken literally. The tenant often must provide electric fixtures, stove, refrigerator, water heater, wardrobes, etc. Usually, the owner accepts responsibility only for exterior repairs; interior maintenance and repairs are usually at the tenant's expense. It might be necessary to engage a real estate agent (makelaar), although their fees are high. A municipal housing permit is required to occupy certain houses and apartments; the landlord can advise you on this. Be aware that a verbal commitment can be considered a legally binding contract here. Transportation Rental automobiles are available at numerous locations. An international or state driving license is acceptable. Cars are driven on the right-hand side of the road. The national roads and highways are excellent. Newcomers may find driving in town a little disconcerting because of the many cyclists who often make unexpected turns or must be passed at close range. Some city streets have special bicycle paths. Right-of-way is that of the vehicle entering from the right unless the vehicle is coming out of a driveway. Roads posted with orange diamonds do not have to yield the right-of-way. The speed limit in the cities is 30 miles (50 Km) per hour and on highways about 70 miles (120 Km) per hour. Most cities in the Netherlands have good public transportation systems (e.g. trains, buses, streetcars). The prices are reasonable. Taxis are available everywhere and the fare is comparable with other European cities. Health Medical services are excellent and hospitals compare with those in the United States. Common medical needs are readily obtained, and special supplies are normally available on short notice. An international certificate of vaccination is not required for travelers from the United States. Drinking water is excellent, most pharmaceuticals are available, and sanitation is at American standards. Currency The basic monetary unit is the Dutch guilder or florin (usually indicated as Dfl. Nfl. or as f). The guilder is issued in paper notes of Dfl. 1,000, 250, 100, 50, 25 and 10. Coins are issued in units of Dfl.5, Dfl.2,50, Dfl.1,00, 25c, 10c and 5c. Current value 1 USD= Dfl.1.87. Other Information With the ease of telephone communications, international calls are frequently the best method of arranging appointments and maintaining solid commercial relations. The Dutch are usually adept at handling business calls in English, but the American executive must be prepared to expect some language problems. The time zone for the Netherlands is Greenwich mean time +1 or 6 hours ahead of the U.S. eastern standard time (EST + 6 hours). Fax machines have increased the speed and ease of international communications and should be used to maintain strong business ties. Tipping is as appropriate in the Netherlands as it is in the United States. Generally, for cabdrivers and waiters, 15 percent is the norm. In many restaurants the service charge is included in the bill. The electric current is alternating current, 50 cycle, 220 volts. American appliances, such as electric shavers or hair dryers, do not work and will be damaged if used without a converter. Conservative business attire is recommended at all times. Business appointments are also required and visitors are expected to be punctual.