C
Chip00
Guest
As most who live here in DR now in spite of all the great things this country and it's people have to offer they really fall behind in customer service.
For instance, last night I went to Pollo Victorina at just after 9 pm(they close at 10pm) and ordered my favorite - a fried chicken breast sandwhich. I told the lady at the counter what I liked and she said that the sandwhiches weren't available because they had already put the lettuce and tomato away(not really though as it ws on the counter in is's container, covered.)
I said with a cheery disposition and a smile that I would still like a sandwhich whereupon she said sorry - you will have to choose something else. At this point I said very respectably let me speak with the manager whereupon she replies "a favor" and starts serving the next person in line. BTW if anybody needs a translation of "a favor" - it basically means "give me a break/get lost!".
Anyway so I looked for another employee and asked for "el gerente" and immediately came out and I explained to him what had happened and he apologized and filled by order personally. What a great guy! Also, at no point did I act like a normal gringo and get all teed off - I was very respectful if somewhat adamant and didn't have a cross look on my face.
What I find so odd is the typical Dominican behavior of being very genial in public that just doesn't seem to follow through when it comes to customer service. It's almost as if the customer expects to get ignored or otherwise assumed to be wrong when they are buying something. Furthermore, it appears to me that everybody complains about this and some therefore can't wait to go to work to be able treat their customers at work if given the opportunity.
In the case of the uptight lady at Pollo Victorina isn't typical because this is really the first time someone got "smart" with me. However, it is apparent to me at least that part of the problem are the labor laws here. I have been paying attention to people here and how they act at the workplace and management styles, etc and it is all over the place. However, I think it is safe to say that the people here feel a certain "latitude" to act and say things in the workplace that one could never get away with in the US.
For instance, last night I went to Pollo Victorina at just after 9 pm(they close at 10pm) and ordered my favorite - a fried chicken breast sandwhich. I told the lady at the counter what I liked and she said that the sandwhiches weren't available because they had already put the lettuce and tomato away(not really though as it ws on the counter in is's container, covered.)
I said with a cheery disposition and a smile that I would still like a sandwhich whereupon she said sorry - you will have to choose something else. At this point I said very respectably let me speak with the manager whereupon she replies "a favor" and starts serving the next person in line. BTW if anybody needs a translation of "a favor" - it basically means "give me a break/get lost!".
Anyway so I looked for another employee and asked for "el gerente" and immediately came out and I explained to him what had happened and he apologized and filled by order personally. What a great guy! Also, at no point did I act like a normal gringo and get all teed off - I was very respectful if somewhat adamant and didn't have a cross look on my face.
What I find so odd is the typical Dominican behavior of being very genial in public that just doesn't seem to follow through when it comes to customer service. It's almost as if the customer expects to get ignored or otherwise assumed to be wrong when they are buying something. Furthermore, it appears to me that everybody complains about this and some therefore can't wait to go to work to be able treat their customers at work if given the opportunity.
In the case of the uptight lady at Pollo Victorina isn't typical because this is really the first time someone got "smart" with me. However, it is apparent to me at least that part of the problem are the labor laws here. I have been paying attention to people here and how they act at the workplace and management styles, etc and it is all over the place. However, I think it is safe to say that the people here feel a certain "latitude" to act and say things in the workplace that one could never get away with in the US.