Sri Lanka It's Happening

October 9, 2006

I have often complained aboute the detoriating standards of customer service in Sri Lanka. This is what happened at Senkade (Salaka) yesterday.

I needed to get some rubber stamps done up. Sunday is not a good day for that sort of thing. Salaka seems to be the only ones who will undertake it on a Sunday. I confirmed this with a phone call, they said it will take three hours but that's alright with me.

Got there around three a clock, was directed to a room full of computers where everyone is doing photo printing or type setting. Usually such people think they are it, the top echelon when it comes to IT knowledge. The guy doing the rubber stamps is no different, he asked me to wait a while without a hint of curtesy in his voice. I said I cannot wait and will come back after three hours, we both agreed to six a clock.

Returned to Salaka at six a clock. The type setting moron has gone to mosque for ifthar. The moron at the next desk is playing games on his computer, he has a major attitude problem. Like his collegue without a hint of curtesy he tells me to wait a while. I complain to the girl at the counter about the delay. She asks me to wait a while. So while waiting I order a Kottu.

It takes about 15 minutes to prepare the kottu, the rubber stamps are still not ready. I run see a manager type, and complain, he is very curteous, appologies to me and says it's not his department but will look into it anyway. He does. Soon another manager type, a lady joins him, I speak to her and complain she listens patiently and asks me to wait.

All over a salaka, you see a notices pasted onto the walls saying "We are committed to serve you", the chairman's mobile phone number is listed beneat that. I call him up and tells him the story. He calls the lady manager and gives her hell. I feel bad about it, it's not her fault. He then calls the game playing moron and gives him hell too. He deserves it. Despite all this no action is taken, only the moron who has gone to the mosque knows how to paste the stamps onto the handle.

After a forty minute wait (the Dawatagah mosque is just around the corner), he returns, the manageress gives him hell in front of everyone that makes me happy. We wait for five more minutes, the stamps are finally ready. The game playing moron comes upto me and says his job is in jeopardy, he says he never shouted at me or anything like that, these morons will never understand. With morons like this how can businesses propsper?

All said and done, will I ever patronize Salaka again? probably will because their chairman took prompt action and he seems to have a very good idea about customer service.

Posted by raditha at October 9, 2006 12:52 AM