I totally agree about deference to authority figures - the consequence of which is that many public service employees, often frontline staff like security people, the first you come up against in public buldings, museums, galleries etc can often be officious and self-important. I have carefully qualified these statements to avoid generalising in a way that might be offensive. But it is a definite tendency, and I speak from considerable experience. In Cadiz I've found public employees ie Social Security, Tax office, Police, to be extremely helpful and friendly - in Madrid, they went out of their way to be obstructive and contrary.Â
There's a very humorous video somewhere online, in the style of a Wild West standoff, about a woman getting the better of a civil servant who is demanding all manner of documents in triplicate, simply to throw his weight about. It rings very true. I've only lived here, other than in the UK, but I do believe that you get good, pleasant service only when you are dealt with by someone who is naturally of that temperament. There seems to be no concept of the idea that the waiter, bar staff, assistant, etc, is there for the convenience of the customer, not the other way around. It baffles me. Simple economics would suggest that it's best to be nice to people who come to you planning to spend money. I have twice encountered - in service stations, once near Madrid, and once in Andalucia - waiters commenting that 'there are too many people' for them to serve - after all, you don't expect groups of people arriving in coaches at service stations, do you?Â
This is long, but not as long as it could be....!  Another striking issue is, yes, as you say, daveunt, people are indecisive and a decision is usually arrived at after long consultation and consensus - a decision which was clear at the start. And Spanish people accept poor quality food and service - slow, sulky, substandard - without complaint. Rather, they excuse - the waiter is stressed and underpaid, the kitchen is busy, we have arrived early, they didn't expect so many, they're understaffed - and try to ingratiate and placate.Â
I kind of like this - at least they're treating the staff as people, not machines. But if more people complained, things would probably improve. I don't agree that employees don't care about their jobs because they can get unemployement benefit - it's not that much anyway - I just think it's systemic.Â
When you do get good service, it's such a delight. And at least when you get a friendly person, it's genuine. Of course I love Spain, other wise I'd have gone back to the UK. Anarchic, chaotic, frustrating, but irresistible.