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ASIF ANWAR
When it comes to breakfast in Dhaka, I enjoy the 'Eggs Benedict' at the Westin as much as the 'Parata Ghila Kolija' from a nameless street side restaurant. Although I usually leave a tip at the Westin, knowing very well that the price tag of Tk500 includes a 10 percent service charge, I don't feel compelled to tip for the Tk40 breakfast where no service charges or even VAT is imposed on the food. Maybe this is because the server makes me feel like he is doing me a favour or the fact that no one else tips and the servers do not expect it. Why have we not developed a culture where service and the people who provide it are appreciated?
I am sure most of us are accustomed to the irritation expressed by sales staff whenever we enquire too much, wish to have a closer look, or view a few items for comparison before deciding to make a purchase. It is particularly true for outlets that carry products like garments, ornaments, fashion accessories, and small electronics where the sales assistant has to retrieve the product from a showcase and return it back once it is examined by the interested customer. Sometimes the assistant even curses a customer who walks out after looking at a few items and purchasing none.
I am not suggesting that salespersons in our country are inherently rude, because I feel that the problem lies deeper, in a culture that fosters negative competition and jealousy. I believe the reluctant and unenthusi-
astic attitude of most individuals involved in sales is simply due to a lack of incentives and motivation as most are hired on a "salary only” basis, with little or no authority over negotiations with customers.
Though commission based employment has been around in the insurance industry for a while, the rest are far behind. Some industries, such as pharmaceuticals, automobiles, consumer appliances, etc. have introduced such concepts but the packages are unattractive due to many limitations including a cap on total commissions to be earned. As a result, these jobs fail to attract motivated employees. Individuals, who are risk averse and assured of a fixed income at the end of the month regardless of sales revenue, fill the positions and eventually become lazy, lethargic, and demotivated knowing that any effort aimed at increasing sales has no significant benefit to them.
The reason many employers follow the traditional employment policy of 'salary only' with little or no performance-based incentive is because he/she wishes to control or limit the income of an employee. This "salary only" policy is maintained even in certain industries where incentive based employment clearly has the potential to significantly improve the standard of service, revenue, and profit. This attitude of the typical Bangladeshi employers is an outcome of the
open discrimination in our society, which is based more on economic and family status than the colour of the skin or gender. As Bangladeshis, we don't feel the obligation to tip because we take the services that make our lives comfortable for granted, and do not recognize the contribution of the server since
they are labeled 'serving class people' and are treated with no respect. As a consequence, people involved in employment providing service to the general public are not enthusiastic about their work, which is reflected in the poor service provided by them.
Discrimination is not only a
social disease but also a major obstacle to economic growth and cannot be eradicated quickly. I would be way out of my league if I were to even attempt to suggest any remedy aimed at tackling the issue of discrimination since I have no qualification to do so. However, it is clear that it is a major barrier towards realizing the potential growth through ser-vice related industries of Bangladesh.
It is my personal opinion that a tipping culture could stimulate economic activity in certain sectors, raise the overall standard of service, and help eradicate social illnesses such as economic or labor discrimination. I must confess that I have no solid research or evidence that backs my opinion or I have a formula to establish the culture of tipping in a country like Bangladesh, where tipping is not a custom. However, the benefits of a culture that appreciates service are far reaching as it builds a better society. Hopefully, the next generation of Bangladeshis will live in a country where service or labor of any kind is appreciated and recognized, a country that offers a thriving commis-sion/performance based employment market promising limitless opportunity' to young people regardless of their family or economic background.
The writer is a lecturer at the School of Business, IUB. Comments: anwar_asif@hotmail.com