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Customer always comes first, that is the general rule of business all around the world. Even if the customer is wrong, subsequently, he is always right. However, sometimes, the customer steps out of his boundaries and ends up causing more havoc and mayhem than he too imagines.
A very tragic story has emerged from Lahore, where an old waiter has passed away due to brain hemorrhage. Studying the back story, Murtaza (aka Fauji), died due to a seizure which was inflicted by a band of rowdy customers that used the waiter as their punching bag. You might have heard of words hurting more than actions, this is the story where words ended up taking the life of a poor man.
In a post uploaded by what is being known as the owner of the restaurant Qabail on social media, the whole incident was narrated:
“Last Sunday I visited Qabail late. It was 12:30 midnight and I went straight to my office. I had no idea of what had happened there just before my visit. A group of three customers walked into Qabail restaurant and an order taker (Murtaza/Fuji) welcomed them plus handing them over the menu book. They ordered a starter and right away after going through the menu started complaining about the prices.
Then they called the same order taker( Murtaza retired from army on health basis) and got harsh with him. When he apologized and tried to calm them down they got louder and started hurling insults at him and threatened him that he would be beaten up. It was both awkward and embarrassing for Fuji (order taker). Generally it is assumed that as a waiter/ server you are expected to have a thick skin and if a customer is critical of your service then you are expected to just grin and bear it.
The order taker continued to be nice and polite. The poor man continued to apologize for what ever they didn’t like and said that setting up the prices in the menu wasn’t his domain but insults and abuse didn’t stop. The group left and Murtaza quietly sat in a corner. When asked by other staff members he informed them that he was never insulted like that for nothing. Shortly he got a seizure. His whole body started shaking. He started vomiting. And then his condition worsened and was unconscious.
I was informed the moment I arrived. We tried to talk to him but in vain. Rescue 1122 was called. He started bleeding through his mouth. We cleaned him as much as was possible till an ambulance arrived. He was taken to Services Hospital at around 1:30. CT scan was suggested.It showed brain hemorrhage. We were advised to take him to General Hospital after consulting the relevant people i decided to rush him to General hospital. The staff at General hospital was courteous. After doing few tests and another CT scan the was taken to operation theater.
It took doctors 7 hours inside the Operation Theater. Foji/Murtaza was shifted to ICU. He remained in a state Of coma for a week. He died yesterday leaving behind three little kids. (a daughter and two sons).
Not to say that customers should stop criticizing products or Restaurants. But insulting poor Staff? There is always a decent way to register a complaint. At Qabail I have always tried accommodate the poor ones rather going for the most capable ones, where i know customers are not harmed in anyway. I have few disabled people working at Qabail’s various projects, reserving for them a position which they can easily work on. They have to be give an opportunity some where which is important for our society and for them. They must be respected. So next time when you think of visiting Qabail Restaurant/ or any other restaurant, kindly make it a point that you don’t explode your ego in-front of a poor man who is standing there to serve you and to earn two square meals for his family. Treat people the same way as you want them to treat you.”
The incident clearly shows that sometimes we as humans go overboard and take our troubles out on the weaker classes. Our stress might vanish after baiting them, but we add insult to injury, creating more troubles for the ones not as blessed as us. This incident shows that humanity should be put above everything and nobody deserves to be insulted so much, especially for something that is out of their hands. May Allah bless Murtaza/Fauji’s soul.
