A waiter serving customers. We treat workers in bars and restaurants
with contempt and hardly ever thank them with a tip; traffic police
spend long hours in the hot sun and we don’t bother buying them a bottle
of water. Let this be the year when we show gratitude and appreciation.
PHOTO/FILE
One of the most pleasant aspects of writing is that you can never anticipate the public’s reaction.
Something
may appear inflammatory and dies like a damp squib; or a piece that
appears balanced and reasonable may resonate with readers in a way that
is hard to fathom.
Such was the surprising response I received to last week’s effort entitled, ‘You can live honestly and still be happy’.
My
appeal was to parents to not just educate their children but instil in
them moral values to ensure that they become upright citizens.
However,
my severest criticism was reserved for the Jubilee government whose
recent appointment of 36 unemployed cronies sent a clear message that
patronage and loyalty are more important than merit in today’s public
life.
If this is the example set by an elected
government, then the President and his Deputy could be tried for
corrupting the values of our youth.
Judging by the responses I received, however, most Kenyans live decent, honest and hardworking lives.
Yet
the system is so corrupted that one is obliged to bribe, encouraged to
pilfer and only rarely do honest folk get the recognition or rewards
that they deserve.
Yet, when a young man writes that
six years ago he pledged never to pay a bribe and today he has no
regrets and never goes hungry, then I am touched.
Beyond
individual testimonies, there are thousands of people out there who
still do their work in a committed, honest and friendly manner.
Let me tell you of two.
‘La Marina’ not only has the best location, best value and best food in Mtwapa, Mombasa, it also ranks at the top for customer service.
A month ago I was part of a large group celebrating birthdays and Jamhuri on a long, relaxed afternoon.
The
task of collecting the dues and paying the bill fell to me but when I
got home I discovered that I had misread the tab and paid in excess by
25 per cent.
I embarrassedly called the restaurant and explained my predicament.
The floor manager, Alice, listened attentively and assured me she would call back next day at ten.
She
kept her promise, admitted the error, expressed regret and then asked
whether I wanted a credit voucher or a refund by Mpesa.
Immigration
offices must be among the most frustrating places to work in but staff
in the Mombasa one are not just helpful and courteous but are blessed
with the assistance of an AP who provides security, helps fill forms,
pastes photographs, delivers change and welcomes customers.
Corporal Josephat crowns it all by doing all of this and more with a smile.
These are just two examples of ordinary people showing that customers have rights and work should primarily be good service.
They do not need to be bribed or ordered to perform well.
But rarely do we show appreciation for quality service.
We
treat workers in bars and restaurants with contempt and hardly ever
thank them with a tip; traffic police spend long hours in the hot sun
and we don’t bother buying them a bottle of water.
Let this be the year when we show gratitude and appreciation.
gdolan@gmail.com
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