"You have to pay penalty: Rupees Two Thousand.
Why Ma'am?
Because you didn't 'declare' that you had held a passport as a child.
Madam it's inadvertent. During last visit the other 'window' advised to make fresh application under 'reissue' category instead of 'renewal'.
Then go to that window", shouted the 'cashier' (window).
"Fine. I don't have cash right now. Do you have facility to pay on-line?
Don't waste my time...". The lady reacted with an angry sermon. She kept me waiting endlessly. At the closing hours she put some remarks on the application asking to come back on Monday.
Questions that remained unanswered were:
Has she put some adverse remarks on the application?
Are they going to accept the penalty in cash on Monday?
If they do, then what are the next steps?
How many days it'll take to get the passport?
If they don't, then what? And so on.
My son returned with these thoughts that kept bothering him until Monday.
In many situations, one gets preoccupied with such worrying thoughts primarily because of lack of visibility of "what next?"
Someone borrows money but doesn't observe commitment to repay. Nor does he bother to give visibility to when he'll repay. A case of shattering trust.
School authorities don't give visibility for admission process and deadlines and so on.
A standard advice under such circumstances is not to get preoccupied with worrying thoughts. But it's easier said than done.
Isn't there some responsibility (on us as suppliers) to our customers?
Can't we bring in visibility to our role in meeting expectations of the customer and a timeline to do so?
Or is it a strategy by design to give the customers sleepless nights by forcing her to guess "what next?"
If 'Yes', then for a criminal it might be fine. But otherwise it's a criminal behavior.
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