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Sunday, May 22, 2005
Customer service? Where?
Gurcharan Das writes in the Times of India:
Now, in theory, that is just right. The competition in the private sector should create a higher level of customer service than in the public sector, where accountability exists only on paper. But how far is this happening? I keep running into bad service and a callous attitude towards customers in so many of my interactions with the private sector that I'm convinced that it is not only the economic system that needs reform; we need to change too. Girish Shahane gave an example of this with reference to his own community (read here and here), but it is a problem throughout India.
Things are much better than a decade ago, of course, but the free market hasn't changed our attitudes enough. One reason for this is that we simply haven't liberalised enough; and another is that it takes a lot of doing to shrug off the inertia of half a century of Nehruvian socialism. We're still on a bullock cart, playing horsy-horsy games, unable to gallop, not brave enough to try. Is that really a bullock leading us or a horse?
Help, it's a bullhorse.
There are two kinds of individuals in government. One is helpful; the other entangles you in red tape. My neighbour's aunt goes to collect her pension every month in person, and if the first type is at the window, she quickly gets her money and returns home happy. If it is the second, she gets the run around, and her whole week is often ruined. So, it comes down to a matter of attitude, which percolates down from the top to the lowest official. I am pleased that the new system will also assess attitude (at least once every five years.)
In the private sector, the competitive spirit helps create an attitude of service. A saree shopkeeper will show you 50 sarees even if you don't buy one because he fears his competitor. Studies confirm that high performing companies create an environment that rewards employees with a helpful attitude. Such employees, they know, win customers and raise the organisation's morale.
Now, in theory, that is just right. The competition in the private sector should create a higher level of customer service than in the public sector, where accountability exists only on paper. But how far is this happening? I keep running into bad service and a callous attitude towards customers in so many of my interactions with the private sector that I'm convinced that it is not only the economic system that needs reform; we need to change too. Girish Shahane gave an example of this with reference to his own community (read here and here), but it is a problem throughout India.
Things are much better than a decade ago, of course, but the free market hasn't changed our attitudes enough. One reason for this is that we simply haven't liberalised enough; and another is that it takes a lot of doing to shrug off the inertia of half a century of Nehruvian socialism. We're still on a bullock cart, playing horsy-horsy games, unable to gallop, not brave enough to try. Is that really a bullock leading us or a horse?
Help, it's a bullhorse.
