Lessons from the Madras Club – Lesson 1: Customer service is an oxymoron

Read more about the article Lessons from the Madras Club – Lesson 1: Customer service is an oxymoron
The Madras Club

Surprisingly but most definitely, this innate gift of hospitality does not translate into a culture of customer service. At all. Something happens to the Indian the moment they step out of their front gate. All of that generosity and ‘mi casa sou casa’ mentality switches off, and in that instant, the instinct to screw over anyone and everything in their path moves into overdrive. The same person who just offered you (read pressured you into) your third plate of mangos and icecream while pouring you a glass of their finest brandy, will now be screaming at a poor street vendor to reduce the price of an item by the equivalent of a few cents. They will ruthlessly cut off other people in traffic and push people out of the way in queues. There is a very real understanding that life outside the home is every man for themselves, so take what you can from whoever is stupid enough to let you get away with it.

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Goa? Get it India!

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Typical bar scene in Calangute Beach, Goa

“It is very hot here Madam. Everything is hot here: man is hot; sand is hot; everybody’s hot!” Words of wisdom greeted some ladies entering the beach down a long, uncovered path in the beating sun, from the chubby, local shack worker with his long, receding hair pulled back, and huge cheeky grin.

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