Bad Dinosaurs in the service industry
Those of you who have seen the TV series “Bad Dinosaurs” would have followed the hilarious shenanigans of a Tyrannosaurus family, as they deal with the trials of life in the prehistoric wilderness, while surrounded by incompetent dinosaurs.
A series of experiences that I encountered recently made me realise that there are bad dinosaurs that continue to exist in real life – especially in the service related industry in our country. These indifferent ‘dinos’ are mostly those that are either taking the ‘next person in line’ or processing payments and who very rarely smile or make eye contact. In some ways and sad to say, certain businesses seem either oblivious or comfortable to remain in a pre-historic indeterminate state… in so far as customer service.
A Fortnight ago, I picked up a half-cut, water melon fruit from a supermarket. The cling wrapped item carried a sticker, price-marked (according to its weight) and also indicated the kilogram price. When the cashier posted the amount payable, I noticed that it was higher than that shown on the sticker. When I pointed this out to the female cashier, she replied that it was the price in the ‘system’. She also asked me “Did you not look at the price card for Watermelons?” Somewhat miffed at her idiocy, I retorted “Why should I look at the price card, when the sticker on the fruit says it all?” Looking glum, she summoned the supervisor to invalidate the erroneous posting and rectify matters. Neither she nor the supervisor made any apology. These Bad ‘dinos’ will never go extinct…unless they get hit by an asteroid.
A friend of mine requested my help to obtain a quotation from a travel agent (TA) for an overseas trip he was planning to make with his wife. All he needed was someone to synthesize flight, accommodation, activities and more – rather than do it all by himself. When I forwarded the information to a customer care agent working at a reputed agency to obtain a quotation, I was simply blown away when he sent me the contact numbers of two of his colleagues who handled ‘package tours, with the request that I call one of them. Here I am, trying to hire a TA on behalf of my friend who may have to fork out around $ 3000, and I get a ‘Call us, we work in silos and we don’t have the time-of-day to call you” response. No wonder ‘brick and mortar’ travel agent ‘dinos’ are in danger of going extinct.
Dubbed “An economic game changer” and rising out of the seafront along Sri Lanka’s capital, is the Colombo Port City. I’ve always wondered what exactly goes on beyond its highly secure gates. Last Sunday, visiting the Beach Park located within it, we wanted to take a boat excursion. There were four of us with a 2 ½ year kid. We did not mind the rather pricy rate for a 30 minute boat ride, given that a small scoop of locally produced ice cream was selling at Rs. 600 (US$ 2) upwards. It was around 9.30 am and quite a bright sunny day. When we enquired from the attendant (one of three who were walking around doing nothing), he told us that they will open for business within the next 30 – 60 minutes. The temperature outdoors was around 90 F and rising, and taking a boat ride under a blazing sun can be an intensely uncomfortable. Without protective clothing or cover, one can end up as toast. So we ended up walking away.
Makes me wonder what business these ‘dinos’ at the Port City are in?” Haven’t they heard of the adage “Keeping customers waiting too long can often result in you losing business?
I guess not.
Shafeek Wahab - Editor, Hospitality Sri Lanka, Consultant, Customer Service Trainer and Ex-Hotelier
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