November 30, 2023

Dear Manang,
To be patient is a virtue but when it is abused by persons who are supposed to serve you behind a counter can be a challenge. We know that theirs is a thankless job, but it is unacceptable that they make us wait, unmindful that we have things to do too. I wonder if these people were given lessons in ethics or good morals? I dread the future when no one will have respect for others. Is there a way to tell them that treating others with respect is important without them retaliating on your next visit?
Melanie of M. Roxas Street, Baguio City

Dear Melanie,
Your observations are correct. In general, there is a wave of new generations that has this attitude of ignoring others. This is reflected in their education where teachers must have been too busy with many subjects that they forgot to make them good citizens first before anything else. I also blame parents for their upbringing because they were too busy earning a living in these trying times. Gently reminding them about your need with a smile does wonders for some to remind them that you are there for a purpose, others cannot be saved because the attitude cannot be changed. What happens is they tend to lose their jobs too because they are disliked. The real remedy is in the home and schools where we have the responsibility to make children who will take up their roles in the world as leaders and servants who should make life better for each other.
Be the first to mold leaders,

Dear Manang,
I noticed that there are long lines everywhere I go, for jeeps, at the banks, drugstores, at City Hall, in hospitals, at groceries, and restaurants. I wonder if this is the norm of life? It shouldn’t be normal because this reflects inefficiency. The persons behind the counters are not working to conclude the transaction in the fastest time. Perhaps we should study time and motion to improve systems. Are there people who want to make more money by resolving queues?
Portia of Laurel Street, Baguio City

Dear Portia,
I have travelled a little to admire how other countries set the bar of customer service and satisfaction high. In Guangzhou, China airport, when two planes arrive in succession, immigration booths are filled with officers to process the arriving passengers and make sure they are served within 10 minutes. At the U.S. Embassy, the lines have disappeared because they have made a new system of scheduling the number of applicants per five minutes. The new order kiosks at McDonalds and Jollibee intend to reduce the engagement with customers at the counter to serve more in less time. The ATM has reduced withdrawals that are simple transactions at banks. Deposits and new accounts are given more attention to earn more. These are studied in terms of efficient face-to-face dealings and improved to rake in more cash. If we learn to do work right and stay to the point, we might have better service.
Pray for intelligent persons,