Yesterday (21/12 at around 2.40 pm), myself and two of my colleagues (Mr Raju Singh and Mr Sumit Bhattacharya) got into South City Mall, Kolkata as we had to pick up some gifts for a common friend of ours. I parked my car in the basement and picked up some gift from Presto and went up to the food court at the top floor to grab a quick bite. Chairs near the KFC outlet were all filled up and we found a table near the Planet M/Cookie Jar outlet. Mr Bhattacharya asked us to occupy the table and went around to see whatever food he can get for us and also get the food court card. Just as we sat down, I opened up my laptop to check something we were already discussing, wherein, maybe within 5 mins a short height/ bald man in black uniform (food court official/manager might be) and told me pretty harshly that laptops are 'banned' in the food court. I didn't know how to react to this smart talker and said him directly that don't worry, we will have food, but his reply pointing towards a pillar was that whatever it might be, there are clear laid out rules that one cannot use laptops/read books, etc etc etc in the food court and believe me, his tone showed his pedigree. Both me and Raju are 35, we were in formals and this guy's tone towards us was no good than a cheap canteen staff speaking to college students asking for free food or occupying space for chatting. after delivering his gospel, Mr Smartjack (then with swollen chest) went back to join his colleagues (4/5 all in black uniform) all of whom were having food in a cordoned off area which was reserved for some purpose. In the meantime, I called Mr Bhattacharya who was near the card recharge counter and said that its very demeaning to sit over there and let's sit in Cafe Coffee Day or elsewhere where atleast people know to behave decently. On our way I read whatever was written in the pillar carefully and found that there was no wrong in whatever was written there, instructions have been given out to patrons regarding not to spend long time or occupy tables/chairs unnecessarily or 'occupy the tables for surfing, reading books, chatting' (which I appreciate and believe is targetted at a particular segment of patrons who do have that tendency). I walked down to the same person and told him that as far as my understanding of English goes (I have done my Engineering and have other higher qualifications too) it is written nowhere that laptops are banned, when I was replied back that it is the rule of the Mall and he has told me this earlier too and that I was chatting without food, again in a tone mixed with roughness and sarcasm; this time, joined by one of his younger colleague. When I asked him to tone down his voice, he even got a higher tone and said that it is I who is the culprit (???). I told him that you are quite young and as such when in the service industry, you can never speak to a customer in such a tone and anyways we were going to have food... when I got one more interesting answer "if you were having food, then you would have been my customer and as of now, you can just like... move out"!!! Can you believe? Still now, I am yet to apprehend that is this behavior a case in isolation or this is on deliberate instruction of the authority that some petty staff can be so adamant and dumb, are they there for doing a job or flex their muscles to people who would better like to save their decency rather than talking to these reprobates? I have visited malls in almost all the metros in India and abroad, nowhere I have faced this kind of behavior, rather I am myself ashamed for facing such a situation in my alma mater. At the same time I am glad that I was not accompanied by my son at that time or else it might have been a bad lesson in life for him. Being in senior management of different companies for quite sometime in my career, my earnest request to the authorities is to be more selective while appointing people (who especially act as the interface with the customers) and if quality staff cannot be afforded by them atleast some grooming and soft skills enhancement procedures can be taken up from time to time (there are numerous good examples within the same mall itself). There are several polite ways to say harsh words which the customer would also not hate to hear, a mall is not at the end of the day a place where he/she would like to come back with a bitter experience. N.B. we did have some food and coffee at Cafe Coffee Day in the same mall and laptops were allowed with welcoming smile. There is 100% probability that this writeup will go unnoticed by the authorities of the Mall/food Court, but I am glad to extend some free advice. Regards - Santanu Bhadra (Associate Vice President of a leading MNC) 91 9903887737, [email protected]
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