I don’t like drawing comparisons between the land where I come from and my adopted country but sometimes doing so is inescapable. First off, a caveat: I love my country in spite of the madness going on in those islands. I know a lot of times we drive our country to the gutter, but I take a lot of pride in our beautiful land (sun, seas and sights – what more could you ask?), unique culture (at least the positive ones) and traditions (yes, even the wizardry and witchcraft in Siquijor). This is oft repeated but it really holds true – there is no place like home. The many times I complain about how we can’t seem to elevate ourselves and keep up with our neighbors stems from the hope that one day we will no longer be the basket case of Asia, economically, politically and socially. How do we achieve that? We could start with reforming the way we conduct ourselves when doing business with other people in our everyday lives. Take for instance, the post office.
I hate the post office. Hate is such a strong word but I couldn’t stress enough how I abhor going to the post office and dealing with arrogant and dishonest employees. However, being in a long distance love affair means frequent trips to the post office and so my relationship with them was borne out of necessity. Postal office workers, who by the way get to eat because of our taxes, seem to have this twisted idea that we have to beg for good service. Where do they get off scolding people because they put the stamp on the wrong side of the envelope, or couldn’t get the right zip code? Oh, if you are dressed shabbily, don’t expect to be treated with an iota of respect. There were quite a few times that I came close to storming into their office and wringing the neck of one female postal worker who seemed to be on an extended menopausal crankiness and took pleasure at insulting customers. It didn’t make sense that customers were terrified of these government employees. And have you heard of any country in the world whose postal office would customarily turn away customers because they didn’t have enough spare change? Call me evil but I have fantasized about a humiliated customer going on a Tarantino-esque killing rampage at the post office to make a point. Ah, redemption for the masses.
In those times I had to mail a package to the husband, I was not at the receiving end of insults or shouting. What I did notice was the non-verbal snobbishness. They would take a look at the very obvious foreign addressee, stare back at me and I swear I could almost see a thought balloon going up above their heads saying, “Hmp! Mail order bride!” One employee even had the gall to ask me what I did for a living. When I started talking to them in English, they almost instantly switched back to being professional and amiable, in a phony way. Diputa! (Yes, that was a cuss word.)
I am now in the US and every day I notice a lot of things that I could only hope we could replicate in the Philippines. This is not to say that everything in America is perfect for they have their own share of flaws. However, out here they seem to put a lot of emphasis on good customer service. And so considering my experience with post offices in the Philippines, I was elated with the kind of service I got when I went to mail a package for the mother-in-law about three days ago. As soon as I walked in, there was this one employee who briefed me on my options toward a more expeditious way to get my business done. He was there to assist me from weighing the package, to finding the right zip code after I discovered I was missing one digit, to labeling the box. He was courteous and patient throughout the process. I was, to put it simply, very impressed. In reality, how hard is it really to be polite and helpful to people, especially if you are in the service industry? I realize not all of us love the jobs that we have but, you know what, if you are paid to do something, you might as well put your best foot forward.
I have had my fair share of run-ins with people who look down on those who they think don’t deserve their respect. I believe this kind of attitude should not be tolerated. In 2005, my grandfather became gravely ill and stayed in the ICU for a few days. On the day he was scheduled to be moved to another room, my mother kept on following up on the availability of a semi-private room. When she came back, she was red in the face and on the verge of tears. Turned out a member of the hospital staff had yelled at her and told her to move my grandfather to a public hospital if we couldn’t wait. In a matter of minutes I filed a strongly-worded complaint with the hospital administrator and had that uncouth and inconsiderate personnel suspended for three days. I discovered later that my mother was not her first “victim.” That person had cemented quite a reputation of insulting people around the hospital and getting away with it. Well then, she picked the wrong party this time.
Posted by fleur at November 10, 2007 08:23 AM