Don’t wear hats inside – Customs tells customer

Reading through the “Who says the customer is king” in The Sunday Times FT on September 26, reminded me of my own experiences of customer care.

On November 21, I went to Ceylon Shipping Lines at D.R. Wijewardana Mawatha to claim a consignment I shipped from USA. After paying charges to the shipping agent, I was directed to the Customs section.

I walked to the Custom Supervising Officer with my documents. When I entered his cubicle, the first thing he asked me in Sinhala was, “Why are you wearing a cap?” I was stunned with this unexpected question, and I gestured “I don’t know”. Then he gave me a brief lecture saying that when one comes to a government office to meet an officer, no one can wear a hat. They have to be removed before entering the office.

What he implied was that we as customers or the public must respect the officers and not vice versa as in almost all developed countries and a large number of developing countries, who want to achieve the status of the former.

(Nobody in this country wants to develop it, but rather remain as one of the poorest countries in the world and pick the other label -failed state).

Going back to my encounter with this particular customs officer, although I could have given him a lecture on customer care and public relations, I kept quiet on two accounts. One: If I argued with him, you know the reaction of any public officer in Sri Lanka. Either he would create a situation that my consignment totally disappears or I make such a number of journeys that would ultimately compel me to give up. Two: The philosophy of many public servants in Sri Lanka is that they are superior to us customers and we have to bow our head to them. Managers or policy makers are least bothered to change this lackadaisical situation.

For the record, I wish to state two more things I observed during my stay at this office on that day. The other officers (I am referring to Custom Staff) were very lethargic in discharging their duties. People come there to clear their goods as soon as possible. But these officers are least concerned about customers’ feelings and instead continuously keep chatting with their colleagues or friends and work becomes secondary. That day they closed for lunch and asked us to come at 1.00 p.m. But the person who was supposed to be at the desk at 1.00 p.m. came at 1.25 p.m. And then, to make matters worse his appearance was disgusting as his mouth was full of betel and we couldn’t follow what he said.

This is the general situation that prevails in many public institutions in Sri Lanka.The top management as well as the rest of the employees forget the fact that they receive their wages from the taxes citizens have to pay to the government. They don’t realize we customers/citizens are their paymasters. That is why many public servants blatantly declare whether they work or not they get their salaries. Anyway the Director General of Customs is obliged to give some explanation with regard to his officer’s attitude towards a member of public.

Political leaders, top managers or bureaucrats are responsible for this situation. They don’t take genuine steps to educate their subordinates and change their attitudes to match the present global environment.

But it’s different in the private sector. Look at some private banks in Sri Lanka. A majority of their employees can be placed on par with any such institution in the Western world.

Then, look at cellular phone companies. I can assure you that the employees of one particular cellular company in Sri Lanka are much better than their counterparts in the Western world.

Then, another telephone company, which was under state control until recently, is doing very well now with their improved PR and customer care.

What do we see here? Not that we Sri Lankans are incapable of adapting ourselves to new emerging situations, but our ignorance and lack of consideration for others. The most important factor is the lack of proper leadership. This country badly needs some sincere leaders who are committed for the well-being of its people.