Annoying things in India
I often explain on a cycle tour how much I love India, at something like eighty percent. I have after all chosen to adopt India as my home and married a beautiful Indian woman. However there is fifteen percent I can take or leave and maybe five percent that’s ugly that, I hate. That last bit includes the violence and aggression but also milder forms of behaviour. Examples of this might be Babu’s giving you the run-a-round or businesses not understanding customer care.
In my view this results from the extreme hierarchy and the deference expected of people. It’s reinforced in the home, at school or college and at work. Do what you’re told and don’t question things. Know your place and don’t challenge the way things are, seems to relate to caste.
Even in the simplest of situations it feels like your treated like a child.
Today was a case in point. It might seem a simple thing, and insignificant but I think its part of that overall problem. I’ve investigated this and now realise all the mobile phone companies are the same.
I’m at the Airtel shop, I’ve gone as my phone is not working, I’m told that the SIM card was faulty and needed replacing. For them to issue me with a replacement I need ID. I have a copy of my passport on the iPhone and after some kerfuffle get a print out. Sorry sir we need to see the original hard copy.
I’ve been a customer for maybe over 7 years. It was the number used by Manjula so is very significant and sentimental. I’ve provided my ID to set up my account, it’s on their system THEY KNOW WHO I AM but still they require an established customer to prove who they are but it MUST be the actual document. Just to get a replacement SIM card for the faulty one. This will be my fourth trip to the Airtel shop. Inconvenience sir, no problem.
I object to the employees but they treat us as children because that’s how they’re treated by their managers. Who can blame them? Employees are expected do as they’re told and not question things. Treat people like children, they’ll behave like children and not take responsibility.
For years I’ve delivered workshops in London and a roadshow for TATA that’s about empowering employees to make decisions to be able to innovate, be creative and focus on creating a quality customer experience.
That’s not valued here and is nigh on impossible to create in a system that prioritises deference, doing as you’re told and not in any way thinking for yourself.
My tolerance levels are diminished since Manjula died. She’d just laugh at me.
I went back to the Airtel shop with my ID card, fully annoyed but relatively calm. The new SIM was issued and installed by me later that day. Just don’t ask about the need to install it in a simple-smart phone before finally installing it in a smart-smart phone. BUT it still didn’t work so on my 5th trip back to the Airtel shop they’ve admitted that the SIM card and the rigmarole in visits 3 and 4 we’re unnecessary. I’m told it will be working by tonight. What lessons I can take from all this, I’ve no idea and I’ve lost the will to live.