People on the Line of fire (without the fire)

A South Indian restaurant in Koramangala is our regular hang-out place on lazy Sunday mornings.
I have been a regualr customer of this restau for more than a year now.

Yesterday three of us went to this restau for breakfast. I politely asked the hotel boy to cleanup my table. He made me feel as if I was asking him to clean some thing ‘untouchable’. I got irritated, but ignored it.

We ordered our ‘usual’ dishes. The breakfast was served quick, but when we demanded additional chutney, he started ignoring our table. We asked him twice and then finally he served us with two spoons of extra chutney (for three of us combined). I asked him to get one more cup of chutney, he started mumbling something (in Tamil of course), as if we were eating there for free!

When asked if they were interested in serving our table at all He said that customer some one else filled in for him and started serving us apolegetically. After all this drama, otherwise tasty dosas left a bad after taste.

This experience is not unique to restaurants alone. It happens in all organizations across industries.
The reason for this behaviour is simple – the person who serves the customer doesn’t think its his organization. Mentally he doesn’t belong there. Even though the management is ambitious and well intentioned, they haven’t transferred their vision to the last person on the firing line. They have failed to motivate him.

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