My US and Canadian friends and industry colleagues frequently assert that service standards in North America are the best in the world.
My observation is that service delivery in this part of the world is a facsimile of a real service culture. Ok that is a very broad generalisation and for a lot of service providers probably unfair… but stay with me for the moment.
It seems to me that service delivery is driven by money and by fear. Turn the money off and very often service quality disappears but what is more scary is seeing fear in the eyes of servers.
The fear that comes from the consequences of a customer complaint in terms of loss of income and worst still loss of a job.
What I find distasteful is how this is reflective in the relationship between customer and server. It feels much more like a ‘master’ and…
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