WHAT DO YOU THINK? And how can we fix it?

I am taking the liberty to copy paste the question by Dr. Chintan Vaishnav in the context of "Quality of work". When I saw his post (https://www.dhirubhai.net/posts/chintan-vaishnav-641a0a_workmanship-activity-6949357544020549632-xJjq?utm_source=linkedin_share&utm_medium=member_desktop_web) , I was very emotional and (mad) disappointed that a person of his caliber had to face such a situation after moving to his new house. However, I know Dr Vaishnav is not a person who posts something on social media to "point fingers" at a someone or a system that does not work. He is a classic example of a Servant Leader who believes and works for bringing "System" level excellence. After 24 hours, with all due respect to those who interacted with this post, I am not sure, if many of us got the intent of the question.... so felt like posting a long answer!!

Mismatch in Expectations: I feel this (Not giving/taking enough time to understand the "intent", intended outcome/expected performance) and seeing/doing/delivering work from a person's own plane of thinking (instead of the user/recipient's) is the real problem. Allow me to go deeper - A plumber who fixes a tap - sees a failed tap in house or a leaking faucet on a routine basis - it is "not a big deal" for him as it only takes 10 minutes to fix. But for someone whose time goes into "solving problems that impact 100s of lives" or someone who really needs to rush and "save a patient's life" - those 10 minutes are vital. Did someone tell this person the "real cost" of non-functioning tap or a fan or light while assigning the job ?

A general perception: We will be grossly mistaken, if we think lack of workmanship is exclusive to public funded departments. How many air conditioned electronics show rooms/restaurants or expensive apparel stores we can name with a "Clean Toilet" and a "Properly functioning Flush system" "properly placed hand wash" and "drinking water dispenser with a clean set of glasses" ? How many people in the modern super markets cover their mouth while coughing or sneezing (Well, a bit improved after COVID-19)? How many of us are willing to pay the price that is required to avail a service that we expect without seeking shortcuts and discounts ?

Lack of Empathy: Generally people see Empathy as a characteristic to be demonstrated by a more resourceful person towards a person with less. Not really, Empathy must be a basic human trait without which it takes long time to fix any thing or deliver excellence !! A plumber could be empathetic to the officer, if the shower does not work properly "officer may miss a meeting or may not get enough rest in time after a tiring day". Many of us, Indian business travelers (I have not travelled recently in other countries - so no selective negativity towards India is intended) are facing so many issues with hotel chains, or App based taxis who commit so much on paper that in reality never manage to reach ? 100's of online complaints and messages fall on deaf ears, at most the buck stops with refund of INR 50...but no one could return the precious time and energy lost!! A cab driver mostly cares about "whether he/she can get the cash to fill fuel and buy food that night without waiting for next day to complete formalities before receiving cash" - He has no way to think that by cancelling a ride that is agreed to, a patient may suffer or a most critical meeting will be delayed. A house keeping person making the bed thinks " it is just small stain/a few strands of hair here and there" - but for person planning to write a manuscript or complete a report that distraction of a "stain on the bed sheet" can cost an hour or more to get it replaced and some times spoil the plans (*Personally faced*). The service providers at all levels in these industries lack empathy!!

How do we fix it ? This has to be system level change and needs each of us to start - first understanding the reality and the plane of thinking (expectation) of the other person in each and every transaction - no matter what the "perceived value" is. Second: Investment of relevant time and effort in explaining the outcomes of being empathetic. The actual value of the work to the recipient/user/customer paying for the service. Third: Each of us should start finding creative ways to impart socially relevant and important behaviors that will have a lasting impact on our kids, students, younger population around us to ensure the future generations use their time for more impactful activities !! Policing and punishments can only go so far, but once positive traits are imparted they will go a long way in terms of "Quality of Work".

I have a real life example on how person's positive behavior impacts others - My senior at IIT Bombay (After I joined, he is known as Sr. Satya) - one day while taking me to hostel from the department on his Bicycle, put breaks while going downhill, pulled to the side and dropped "wrap" of "a toffee" in the dust bin on the road side in the middle of the night. Almost 20 years since this happened, I always look for a dustbin. I do not remember us talking about this - but I mentioned this to many in my life, how this small act of Sr. Satya left a positive impression! (Not sure if it is the most relevant anecdote but certainly of some relevance)

I am sure fixing deeply routed, system level problems is not as easy as typing on a laptop, but I think there is a collective need to start first accepting issues the way they are, look for the root cause with an intent to understand the "why" than the "who" - then "how" and "by whom" could be answered!!