Customer Service in Mexico

It's better than in the US.  It's not as good as the US.  It's a bit of both.

First of all, the US probably beats most countries in terms of efficiency.  We are all about getting more things done in a shorter period of time.  Hurry hurry, get this to the customer right away.  Don't keep them waiting.

So, yes I do miss the fast service and the attention to efficiency..like having more than one register open, when there are 10 people waiting in line.

However, because of the understanding of the class differences, service providers sort of "know their role" and will go out of their way to help and don't act like you are treating them as inferior.  In general, service providers take care of everything...ask your server for anything you want and he or she won't roll his eyes at you, or spit in your food.  The culture is so service oriented, that in my school cafeteria and Starbucks, people leave their lunch trays and empty coffee cups on the table as their leave.

My favorite category of service is taxi drivers.  They are usually so polite, they never blabber on their cell phone while driving, never argue with you, and always hold the door open.

A note on the differences between collectivist and individualistic societies

I have noticed the impact of a collectivist society most notably in my classes. 

First, in group work, no one panics about someone not doing the work...everyone trusts the others and takes care of their part, and if they have to more of the work this time, so be it.  No one complains. They also take care of each other.  For example, one our group members disappeared one week when an assignment was due. He wasn't in class, didn't respond to emails ...but we still left his name on the paper. He will get the same grade as us.  No one even said anything about it. (Being an American, I of course called him to see where the heck he was!)

Second, here the professors encourage us to do our homework in groups and students have no problem passing along their work to another student. It's not considered cheating.

I read in my text on Organizational Behavior that there is less ambiguity of roles in collectivist societies...or maybe they just don't need to know their role!  I also feel like, as an American, I want very specific assignments, structure required, purpose, who is doing what and by when.... In general though, I can see how in Mexico, the roles are very clear...such as for women (mothers and wives), service providers (taxi driver, server, housekeeper), boss, etc.  Things tend to be pretty hierarchical here.

To give and to save...it's required

Some interesting things I am learning in my classes...

-- All Mexican companies are required to give back 10% of profits generated to employees at the end of each accounting period. It's called PTU-Paticipacion en las Utilidades para los Trabajadores (Employee Participation in Profits). As a worker, I like it! I would think it would encourage employees to be smarter and more productive, generate more revenue.

-- Mexican companies are also required to put away 5% of net profits each year into a Reserva Legal (Legal Reserve) until they reach one-fifth of all company equity.  This would ideally save them in case of an economic decline, crazy event in their industry, natural disaster, etc.