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I think we are going to have to agree to disagree!! I have actually managed a business (ok, not run a business) and have seen the effects that under staffing has on the staff and the customers. If you have too many customers to handle then you are going to loose quality and hence loose customers and good staff - fact! If you know in advance that your work is seasonal then you are already in a good position to plan for the peak of your season - so why would you be caught out? Why would you then try to defend poor performance when you are already aware that you are about to hit a peak? At the end of the day, keeping customers waiting is bad and there is no way to argue around that! We all hate it and we all vote with our feet.
Having said that I take onboard what you say about aussie life being more laid back - however I work for an aussie company which is obviously different because they are 10 times more sharp than any UK company I have ever worked for and will not take poor performance sitting down, so I guess getting away with the laid back approach is becoming a thing of the past in Australia as well.
I don't mean to sound offensive but poor service is the number 1 thing that gets my back up - I think we have come to expect it but I also think we are now reaching the point where we are willing to pay a little bit more to have good service.
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