Satya Swaroop
Member • Feb 22, 2014
Are We Guilty of Blaming/Punishing The Wrong Person When It Comes To Products & Services?
Continuing my series of weekend debates, I present you another topic to put some thought into.
Since it was a weekend I decided to indulge myself with my favorite dish at my favorite dosa, as I was gorging myself on Rava Dosa in a family South-Indian restaurant something happened that forced to me stop and ponder for a while.
Yeah, your mouth is watering right now, isn't it ?
The men at my adjacent table started shouting at the waiter as they had to wait for a long time for their food. Yes, the manager came within seconds to calm them but within those few seconds a thought popped into my head. Was the waiter actually responsible for the late delivery of the food or was he being framed for someone else’s (chef’s) mistake?
I could not take a photograph of the actual altercation so here is a photo of the most common one-sided scolding routine by the ever angry Gordon Ramsey
Consider this: It’s the job of the waiter to take the order and inform about it to the chef so technically it’s the chef who was responsible for the delay. The waiter had to face the angry men as he was the one accessible to the customer. Same thing happens with service providers [cell phone, broadband, satellite television, etc] one tends to shout at the customer care executive who is on the other end of the phone.
The only stock photo on the internet where the call center personnel seems a little miffed. Normally a Google Image search on call centers shows employees grinning from ear to ear
So my question here is: How can we stop ourselves blaming the wrong person and actually make sure that our feedback reaches the right person? Go ahead give it a thought before hitting the comment section.
Since it was a weekend I decided to indulge myself with my favorite dish at my favorite dosa, as I was gorging myself on Rava Dosa in a family South-Indian restaurant something happened that forced to me stop and ponder for a while.
Yeah, your mouth is watering right now, isn't it ?
The men at my adjacent table started shouting at the waiter as they had to wait for a long time for their food. Yes, the manager came within seconds to calm them but within those few seconds a thought popped into my head. Was the waiter actually responsible for the late delivery of the food or was he being framed for someone else’s (chef’s) mistake?
I could not take a photograph of the actual altercation so here is a photo of the most common one-sided scolding routine by the ever angry Gordon Ramsey
Consider this: It’s the job of the waiter to take the order and inform about it to the chef so technically it’s the chef who was responsible for the delay. The waiter had to face the angry men as he was the one accessible to the customer. Same thing happens with service providers [cell phone, broadband, satellite television, etc] one tends to shout at the customer care executive who is on the other end of the phone.
The only stock photo on the internet where the call center personnel seems a little miffed. Normally a Google Image search on call centers shows employees grinning from ear to ear
So my question here is: How can we stop ourselves blaming the wrong person and actually make sure that our feedback reaches the right person? Go ahead give it a thought before hitting the comment section.
