Sometimes Maintained, Rarely Thoughtfully

It would have been common sense to write about the recent Mass Rapid Transit train breakdowns, considering how big-scale of a problem it was. However, I initially chose not to write about it due to the sheer boringness of the topic. Sure, such events are rare in this tropical island, but things fail, all the time. Especially mechanical things; and especially so if they were last checked a decade ago.

So I have finally decided to comment on this issue because of another comment floating about in the interwebs. The comment comes in many various forms, but the general idea is the same: We are complaining when the train fails, but when have we ever praised Singapore Mass Rapid Transit (SMRT) when they have done their job correctly in the past? This made me think: when is someone worthy of compliments, and when should there be complaints? Should people be complimented for simply doing their job, and should others be disappointed when they do nothing but the bare minimum?

The North-South line, operated by SMRT, was disrupted twice in three days.

 Picture: Ariaski

I feel there is a societal benchmark in every product; be it goods or services. When someone gets paid to do something, we expect them to do certain things to a certain level of proficiency. Them doing their job is equivalent to the money they have been paid. Complimenting them would be overpayment, for we have already paid them with cold hard cash for what they were supposed to do. One should not expect to be paid extra when their proficiency does not exceed their payment.

What about complaints, then? Should we complain when, say, the cashier at the McDonald’s counter does not smile whilst taking your order? No, we absolutely should not. The cashier was paid to take your order and serve it to you. No portion of the payment includes ‘smiling at customers’. Only in those posher restaurants are the waiters paid to smile. So do not complain when the guy at the counter serving you nuggets is not smiling.

So what about the SMRT cases? Well, let us see. The collective revenue of SMRT, among other things, is used to provide public transport in regular intervals from morning to night. In other words, they are paid to provide a reliable source of transport for the general public. So when the system fails, should we complain? Absolutely. The money for the job have already been paid, but the job have not been properly done. So SMRT is shortchanging us; of course it is okay that we complain.
I know from these paragraphs, it seems as if I am telling you not to say “Thank you” when the cleaner cleans up after you, or when the taxi driver drops you off at your location. I am telling you that utilitarianly, it is not worth it. But life is more than utilitarianism. The “Thank you”s and “You’re welcome”s are politeness, they are words which extends our humility to others. So do not stop being kind to others just because it is not worth it.

The disclaimer past me, I now get to the purpose behind this post. I wrote this to show the fallacy behind those who say we have no right to complain about SMRT just because we have never complimented them. That I say, is nonsense. We have every right to complain if they do not do their job well, and does not need to be inclined to compliment if an extra mile was not taken. What SMRT were doing was what they were paid to do; what have happened means they get paid without them doing what they were paid to. There lies my argument, and may the North-South and East-West line resume their normal operations, without all the delays, soon.