Dealer customer service musings

[metallyguitarded_imp]

I very recently listened to an interesting podcast episode of Invisibilia in which they discussed how American service culture was imported into Russia through the opening of McDonald's restaurants in the early 90s. Prior to the teachings of Hamburger University, the service industry in Russia was devoid of courtesy, smiles, or a "customer is always right" attitude. Smiling at strangers was considered odd and not to be trusted. The Russians were in fact taught that Americans smile at everything and everyone but that the smiles were not to be trusted; that they concealed more nefarious intents. Smiles were reserved for family and friends. And, in an economy of great scarcity and fixed wages, servers looked upon patrons more as an inconvenience than as a source of profit. Slowly but certainly, McDonald's changed that viewpoint and Russian citizens began to accept and then embrace the pleasant feelings that accompanied the warm greetings and good service. A cultural sea change occurred across the entire service industry with a far greater impact than anyone could have imagined. Fascinating episode.

All that makes me wonder ... is the service manager of the shop a pre-1990 Russian immigrant? If so, it's a cultural thing. If not, what a jerk.