Blue-collar workers often get training in how to deal with customers. However, I believe customers should also learn the etiquette of dealing with blue-collar service providers, especially when many often receive poor – and in some cases – disrespectful treatment. At the end of the day, and like most of us, they are expats who want to provide better lives for their families.
I spoke to some delivery riders here in our beloved city of Dubai, and from all my heart, I want to thank every one of them for the precious time they gave me, for the insights, and most of all, for their friendly attitude.
Yasir agreed with a polite, shy smile to talk to me. He has been working as a rider for two years and dealing with people from all walks of life. The young Pakistani wished some customers would understand when the delivery was late because it was often out of his hands. He mentioned an incident when one of the customers refused to take the order and slammed the door in his face. Despite this painful situation, Yasir said he had met many friendly customers. When I asked him to tell me the nicest customer he’s ever met, I thought he would mention someone who must have offered him big tips, but Yasir told me, “I made a late delivery, but the customer smiled and asked me not to worry, and he even offered me water!”
Sometimes, even when it is the customer’s fault, they still pour their anger on the rider. Erfan was standing next to some of his fellow riders when I approached him; he was getting ready for his next ride. He has been delivering food for three years now, but what really bothered him was how some customers offer the wrong location or do not share accurate information about their whereabouts; however, they still become angry with him if the order is cancelled or delayed.
Derick & Edrine, new riders from Uganda, told me that although they are still getting used to the roads, they try their best to reach their destinations as fast as possible. Derick explained that sometimes there could be a kitchen problem, an accident or even a local event blocking the roads, but riders get all the blame. When I asked him what’s the one thing he would like to tell customers, he said: “To treat me as an adult, I am not a child”.
Edrine was putting on his helmet when I asked him the same question. To me, he looked as if he was about to partake in an international motorcycle race, and I was delaying him, but he replied and said: “I just want them to smile.”
Offering tips to all those hard-working riders, who are roaming the streets day and night, no matter whether it is scorching hot or pouring heavy rains, is a nice gesture. Still, the demand I have seen repeated from all the riders is for customers to “just smile.”
