And retailers happily play along.
As a girl, many years ago my wife worked as a shop assistant for Boots.
The ethos handed down by the Boots family was “Remember, the customer is often ill and bad tempered”, so should be handed with kid gloves.
So why is it any different in the non retail sector?
Why when the ambulance taking my wife to hospital this morning turned up at our home 2 hours late, was she abused by a hospital receptionist for her bad timekeeping?
My wife wanted to apologize, and explain that it wan’t her fault she was late, but the ambulance, the driver of which didn’t know how to get to the hospital and even asked her, the patient , directions.
But she was shouted down by the receptionist who wanted to clear her chest of the angst she’d experienced earlier in the day.
Now what was it that Gandhi said?
Let’s ask the NHS to teach it to all their staff.
Because if you don’t extend the hand of friendship to customers, you’re a poor representative of what may be, and in the case of the NHS, very much is, an excellent organisation.