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Takeout Food in Santiago

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July 16, 2008

Sometimes I really confuse Chileans with crazy gringas things I do. For example, I try to order takeout food. Try, being the operative word in that sentence. Ordering “To Go,” meals isn’t common, at all in this country. A few restaurants have started to catch on, like TGI Fridays or other places that gringos frequent. But, for instance, last weekend, I had a craving for the chicken from one of my favorite restaurants in Santiago, Pinch of Pancho. So I asked my husband to call and order and tell them we would walk over there and give them a container to put the food in and pick it up. I was working under the assumption that they wouldn’t have to-go containers. S.’s conversation with them lasted little over 10 seconds.

Him: “Hi, I’d like to order some food to take home with us. We’ll bring our own…”

Them: “We don’t do that.”

Him: “Ok, bye.”

That’s one thing about this country — they’re quick to say no, to anything you ask. Without even thinking about it, or wondering if they can try to help you in any way, if you ask for something that’s even a little bit out of the box, the knee jerk reaction is, “Nope, can’t do it. Goodbye.”

And Chileans are quick to take no for an answer. Because they expect the worst possible customer service when someone denies them what they want, they just hang their heads and carry on their sad little way.

So back to the food thing. Being the obnoxious gringa that I am, I told S., “Well call back, that’s ridiculous, why would they say no, when we’re asking if we can give them money in exchange for putting their food in our own box?!? Of course they can do it, it’s just a matter of talking to the right person.”

S. (begrudgingly) called back to argue on my behalf. He asked to speak to a manger, and when he put it in terms of, “We are trying to give your our money, why in the world would you say no?!?” the manager agreed.

We walked down to the restaurant, opened the door and said, “Hello, we’re here to order takeout food,” and guess what the hostess said? Yep, her immediate response, was, “No, we don’t do that.”

So eventually we got our food. But, I still don’t understand the no reaction. And this post is not just about takeout food. It’s about everything. In the U.S. in every job I ever worked, if someone asked me for something I hadn’t done before I would say, “Well, let me ask my boss and we’ll see what we can do.” The motto back home seems to be, if it’s all possible to help the customer, you should do it.

But, not in Chile. Here the motto is, “No. End of story.”

21 Comments

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21 Comments »

  1. You know what I think is interesting? What I learned about customer service is that, if we say no, the customer will find someone to say yes. But, as long as there aren’t others who will say yes in Chile, I guess there’s no point (other than wanting to serve your customers to the best of your ability) to make that extra effort. Honestly, in my last job I wouldn’t have made the effort that I did in some situations if I didn’t know that my “No” would mean business for someone who was willing to try a little harder.

    Comment by Kristen — July 16, 2008 @ 6:48 pm

  2. Ha Ha. Funny post that made me laugh out loud. Maybe the last two words of the slogan “Just say no to drugs” were inadvertantly omitted when it was translated into the Chilean culture.

    Comment by Ritamae — July 16, 2008 @ 7:15 pm

  3. I was having just this conversation with A the other day and he totally agrees. Nobody here seems to want to try and help or see if there is an alternative way to get round a certain situation. It’s just outright No. We can’t. FRUSTRATING.

    Comment by Girl.Meets.Chile — July 16, 2008 @ 7:49 pm

  4. so funny! how many times have I experienced this???? “I want to give you my money if only you will agree…”

    Comment by Bluestreak — July 17, 2008 @ 1:28 am

  5. We have something similar in Mexico…I call it the “no hay” syndrome.

    I lived in Korea years ago and they, too, had similar “service.” At the ice cream shop, I wanted to order a 2 scoop sundae, one chocolate and one strawberry. Nope, both of the same or nothing at all. But, they are the same price, why not? Nope, sorry. But, this is what I want. Nope, sorry. Next.

    Starting to think maybe it’s the US that’s strange with its commitment to customer service.

    Comment by heatherinparadise.com — July 17, 2008 @ 8:16 am

  6. The total lack of customer service is kind of annoying, frustrating and also highly amusing. My US housemate has been in Chile for a little under a couple of months and still regularly comes home muttering the phrase: “They just don’t like making money here…” I just say, “Welcome to South America”.

    Thinking outside the box is not a Chilean strong point. I think most workers here believe that if they ask the boss something it means they don’t know how to do their job and therefore are guaranteed to be sacked. So they just say ‘no’ to anything they’re not sure about to cover all their bases.

    Comment by Matt — July 17, 2008 @ 8:53 am

  7. this is absolutely true. people love to say no here.

    Comment by cavils in chile — July 17, 2008 @ 9:09 am

  8. man, just another reason i’m grateful for all the bad service i get here! at least they’re still serving… =]

    Comment by rik — July 17, 2008 @ 9:49 am

  9. We get a mix of things here. People are pretty willing to help, but often we get ‘yes’ and it never actually happens. So I’m not sure which is worse – no in the first place or yes without follow through.

    The lack of take away really surprised me. There are mopeds all over here that deliver food throughout the day and night. We’ve never taken advantage of that, but have gone and picked up a pizza.

    I do agree with you about customer service. It is lacking here compared to the US. I’m not sure if it is lack of competition or if they just don’t care.

    Comment by Lori - Blondie in Brazil — July 17, 2008 @ 1:16 pm

  10. Can you put the dressing on the side?
    NO.
    Can you not put mayo on my sandwhich?
    NO.
    Can you add palta?
    NO.
    Even if I pay more.
    NO.
    Can I have this item right here on your menu?
    NO. We are out. We have (proceed to list a ton of things no where on the menu).
    Can I have take out?
    NO.
    Can I have a doggy bag?
    NO.

    Yea… I feel you.

    Comment by Clare — July 17, 2008 @ 2:45 pm

  11. Rarrrr, no matter how hard I try to find this funny, I can’t. I feeeeeel your frustration. I remember Lorena telling me when I first arrived in Chile that the solution to this is to ask 3 times and they’ll say ‘yes’, so I’ll never forget on my day-before-last (ok ok penultimate) in Chile, I went to the dry cleaner to get a baby bouncer cover dry cleaned in order to return it to its owner before I skidaddled. The woman, of course, no-puedo’d me til the cows came home (dry cleaning baby seat covers is not possible, especially within your ludicrous time frame, gringa). But I asked more than 3 times and then insisted and found solutions for her negations and she did it! She actually said ‘ok’! I will never forget the feeling of success just before I left. Move to China – they do absolutely anything for a bit of cash. It’s wonderful.

    Comment by Raybelles — July 17, 2008 @ 5:33 pm

  12. Kristen, yep, in the U.S. you know you’ll lose customers if you say no.

    Mom, don’t think that’s exactly it :)

    Tamsin, Rachel hit the nail on the head, you just have to keep asking.

    Bluestreak, good to know we’re not alone in Chile with the no mentality!

    Heather, “No hay syndrome,” that’s awesome! I’m going to start using that term here too.

    Matt, I agree, fortunately I’m so used to it by now that I mostly find it highly amusing. Tell your roommate he’ll get used to it.

    Kacy, yep, they do love it, don’t they?

    Rik, before in the U.S. when my food would come out wrong, even when the manager would come over and apologize and then take the item off the bill or offer a free dessert or whatever, I’d still be cranky. Now, I’m like HOLY MOSES, that’s AMAZING.

    Lori, there are little men on motorcycles all over the place here too…now if only they would put their wheels to good use and bring me food :)

    Clare, haha, asking for mayo, you are totally Chilean now aren’t you?

    Rachel, I’m sorry I never thought to tell you that earlier! That’s the same thing I’ve come to find out…they’ll do whatever you want if you just insist long enough. One time at Falabella they No’ed my intent to return an item (with the tags and receipt) a few times and finally I just looked at the lady (with a line a mile long behind me) and said, I know you can do the return, it’s possible. I have all day, and I’m not moving until I get my money back. Lo and behold, she was suddenly magically able to do returns on her little computer. It’s amazing what they’re able to do if you A. insist B. cry or C. look hot.

    Comment by Mamacita Chilena — July 17, 2008 @ 5:54 pm

  13. Heather is so right about no hay. T But we totally have comida para llevar, there are places that don’t even have tables to eat at! Of course this is not a cooking culture so they are used to housewives bringing their trastes and buying enough of something to round out the rice that she made at home.Plus home delivery is free! Our favorite coffee place never seems to be open during business hours because he is off delivering coffee! So now we just call and he brings it for free (if we buy half a kilo).
    regards,
    Theresa

    Comment by Theresa in Mèrida — July 17, 2008 @ 11:48 pm

  14. That’s so funny! I can’t imagine that happening here, though service has definitely slid the last two times I’ve been out to eat.

    Comment by Maurey — July 18, 2008 @ 7:59 am

  15. oh how histerical, the post the comments, everything! sheer frustration manifest, that’s what i experience! i think it’ll take some time and some key chilenos to realize you can llevar more than empanadas, completos and sopaipas…at least i hope anyway! and just to reaffirm what several of you have said, yes, it’s all about being insistent about what you want! i feel like they’re testing me to see if i really really want what i’m asking for, so i try to look at it as a chance to show my conviction! i think it ties into also the distrusting quality i’ve found in chilean society and the seeming fact that their words have quite a different meaning (i’m talking about key concepts like what is true and what is a lie!) so perhaps it is related to meaning what you say and how, at least i feel, that’s somewhat of a different story here. or at least that meaning is different! it’s convoluted, i know. sigh.

    Comment by Emita — July 18, 2008 @ 11:24 am

  16. Yeah, I think Heather’s right about the US having really good customer service compared to other countries. I remember in Spain the customer service wasn’t too good. One time I called to reserve a room in a hotel in a ski area in the Pyrenees. It was September and I was reserving for Christmas. It was not a cheap hotel, but the receptionist told me to call back in a month or two because they still weren’t ready to receive reservations for December. At the time, I was annoyed and taken aback. It was only a few months away. But I must say as the year went on, I got used to Spanish customer service and I admired the fact that the Spanish people didn’t stress themselves out to serve the other person. (Although I never needed to return anything in Spain, so I don’t know how the service is for that.) I find Chile’s customer service is so bad that I just try to avoid shopping especially at the department stores. Because I often get passive agressive vibes from the people who work there they just don’t care at all. It feels like its often a power struggle to get service. While some days its entertaining to argue, especially if I win the arguement and get my way, other days I don’t feel like fighting and putting tons of energy into returning an item.

    Ditto what Emma says about having to have conviction. And I would add you also need plenty of energy. To a point, this is like the positive side of it. I really have to pick and choose which fights are worth it. So I am forced to prioritize, what’s important to me, which isn’t all bad.

    Comment by Maeskizzle — July 18, 2008 @ 11:49 am

  17. I think that Mexico is just the opposite. “Para servirle” is the saying and I noticed that they do whatever they can to accommodate. With exceptions of course…just like here.

    Comment by Rachel — July 19, 2008 @ 12:47 pm

  18. Hah! You know what cracks me up about this – every time we eat at Pinch of Pancho which their huge gringo portions… they ask me if I want to take it home and they actually HAVE carry home containers. It’s one of the few restaurants where A) I can’t finish my portion of food and B) where they have ever offered that to me! So that’s so strange! I’m glad they eventually did it and you eventually got your food.

    Funny note: Now that Ester and Fran and here in America, they can’t get over how huge the glasses are at restaurants. Ester like has to share a drink with someone or gives it to Fran after she has 2 sips because she thinks the drinks are gigantic!

    Comment by Amanda — July 20, 2008 @ 7:25 am

  19. Heather said “I admired the fact that the Spanish people didn’t stress themselves out to serve the other person.”

    I TOTALLY disagree with this. If you’re working somewhere, it’s actually a little thing called YOUR JOB to stress out to serve me. I mean ok, I hope that you can serve me, the customer, with minimal stress considering that’s kind of the most basic thing you’re supposed to do, but if making me happy (within reason, obviously) causes you stress, then deal. My job is kind of stressful too, that’s why it’s called my “job” and not my “vacation.”

    I’ve learned that treating people like crap and acting like I’m better than I am gets me a long way in customer service. It’s horrible but true. Many Chileans, especially those working in low-paid service positions, are used to the traditionally classist mentality that the only people who deserve decent treatment are people who are above them in the pecking order. Obviously I’m making a sweeping generalization right now, but my experience supports me on this one. If you go in there dressed nicely, acting like you can’t believe this person is wasting your time when you so clearly have better things to do, you’ll probably get results faster than if you’re wearing sweats and being friendly. This is actually a major conflict I have about living in Chile because I feel like I have to act in a way that I totally disagree with in order to make my life function a tiny bit more smoothly – and where’s the balance between something being a bad person with some results and being a good person who never gets decent treatment?

    Comment by Emily — July 24, 2008 @ 5:16 pm

  20. Hmm, I do see your point Emily. I’ve learned that whether you’re mean or nice, persistence is usually what it takes to get what you want.

    People get scared when you say, “You’ll have to physically remove me because I’m not moving from the front of this line until you do your job and get what I want done.”

    Comment by Mamacita Chilena — July 24, 2008 @ 5:21 pm

  21. Hi, you might want to check out our new video, “Thai is the New Latin Flavor,” about changing trends in take-out cuisine. Vote and comment if you have a minute!

    http://current.com/items/89198765_thai_is_the_new_latin_flavor

    Comment by Youth Radio — August 14, 2008 @ 3:12 pm

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