Lahore eatery renders apology after waiter assaults customer

Imran Gabol Anees Hanif Published July 30, 2016

LAHORE: A "hot headed" waiter at a Lahore restaurant allegedly assaulted a guest before fleeing the place, the restaurant's management issued a media release on Saturday and extended an apology in this regard.

A government officer, Ahsan Anwer Khokar — who visited Rina's Kitchenette in the city's Defence Housing Authority (DHA) with his family — was reportedly attacked by an unruly waiter with a tray after he complained about his order being too late in the incident which occurred Friday night, eye witnesses said.

The video of the incident, recorded by an eye witness, went viral on social media before being removed by the up-loader on victim's request.

"One of the waiters just slashed a wooden board on a customers face right across our table three times and then broke a glass on the other table where another family was sitting. The client's face was bleeding profusely and everyone was traumatised and is still shaken," said Shayan Azmat, the eye witness who recorded the whole incident on video.

"The victim only wanted to meet the manager because they kept him waiting for 40 minutes for their order and then said that the particular food was not available," another eye witness wrote in a post on social media.

People commenting on the post, however, are also saying the waiter reacted after he was verbally abused the customer.

The restaurant's management, in a post on its Facebook page apologised and claimed that they have submitted a request to the police to register an FIR against the waiter on eatery's behalf.

"In our industry there is no excuse for something like this. People will say that the waiter was provoked, that he was baited, a few will ask for the other side of the story. The truth is that there is no other side of the story; there is no excuse for violence. The waiter was hot headed and acted in rage and we strongly believe that there is no amount of provocation that justifies his act." reads the post.

The restaurant management claimed that "there is no other side of the story.The waiter was hot headed and acted in rage and we strongly believe that there is no amount of provocation that justifies his act."

Pakistan

Imran Gabol is a Lahore-based reporter for Dawn with over a decade of experience in journalism. He covers politics, climate change, human rights, education, and metropolitan affairs. He can be found on X at @gabolizm.

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Kamal Pasha.

Jul 30, 2016 08:02pm

" Customer is always right" - as the saying goes.

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adnan

Jul 30, 2016 08:03pm

Waiter may have been abused. The owner owner just hiding behind her business interests. It won't be a shock if the SSP was showing high handed and rude attitude! No justification for the act but still s may not be telling truth that there is no second side of story.

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shoukat sheikh

Jul 30, 2016 08:12pm

Poverty and frustration by having to deal with out of control rich people probably cause this incident. When ever I visit back home I am amazed to see how bad people with money treat working class. It is a curse to be poor in Pakistan.

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Gandhi

Jul 30, 2016 08:16pm

Mahatma Gandhi Quote "Customer is King"

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Woz ahmed

Jul 30, 2016 08:16pm

There are always two sides to a story. It is fact we look down on those in manual trades.

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Saulat Haider

Jul 30, 2016 08:16pm

There is definitely other side of this story. Only waiter is able to tell if he is given a chance. Waiter was not psychologically insane that he attacked customer without any specific reason. Who is responsible of delayed order? Waiter or restaurant?

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Anum

Jul 30, 2016 08:23pm

Throughout asia, middle east, africa ""serving professionals"are simply considered un human or people with no feelings. Yelling, abuse, picking on them, cracking jokes at staff and laughing their heads off is just so common and these poor people put up with it because their salary is non existent and their only earning is the tip. I dont know what exactly was exchanged between the two but if it was any abuse then this gentleman is a bravo who put SSP into his place. All waiter staff should do the same.

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Ahsan Gul

Jul 30, 2016 08:29pm

Clapping needs two hands. Here we have a case of SSP and a waiter. One rich and law behind him and the other waiter just living on tips and meager pay. Could it be that SSP musseled his authority on the waiter? Not good to condone waiter's actions but customers must realize that poor waiters have respect too.

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Ismail

Jul 30, 2016 08:43pm

Should check both sides of the story. Nothing excuses using foul language.

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A. A.

Jul 30, 2016 08:43pm

They hire MBA students as waiters? Seriously? What sort of an eatery is this?

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Apoo

Jul 30, 2016 08:45pm

We all know how police men behave. Must say well done waiter .

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Tamza

Jul 30, 2016 08:55pm

There is increasing pent-up rage among the 'lower' stratum of country's people. The 'VIP' folks should behave. There may be a case of 'customer is always right' -- until they are 'not right'. Businesses must fire some 'rude customers'. This police guy may well be one of those who should be fired. A technique to 'test' job interviewees is to take them to restaurant and intentionally have the wait staff and others do 'wrong' things to try to 'upset' the interviewee. This police guy seems to have 'failed' that test. And so has the waiter failed.

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Rizwan

Jul 30, 2016 09:00pm

BBA graduate + doing MBA with job + work experience in top restaurants of Lahore....with this background it is hard to believe that he assaulted for nothing....he must have been abused .....

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Srehman

Jul 30, 2016 09:00pm

Once a female relative really insulted a waiter for a very minor thing ,I am sure there is another side which the owner and the Ssp don't want to talk about ,waiters are treated like trash and I bet that waiter that day had reached the end of his tether and lost it completely

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Yankee Cricket Fan

Jul 30, 2016 09:05pm

@A. A. He is not an MBA. Sounds like he is a student who is paying his way thru college.

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Just thought

Jul 30, 2016 09:11pm

Customer is always right,at first the customer was meant to wait inordinately,then told the dish he want is unavailable. Being annoyed by waiting & non-availability of his choices food,and being hungry,and being carrying an ego of being SSP he badly abused the poor waiter,who's fault is his status,but he was not working at restaurant for tolerating such bad insults,besides he was not aware that guy is SSP wearing plain cloths. As an obvious reaction he got raged and things went wrong . Both to blame clause is applicable in this case,there was no justification to abuse the waiter,instead the customer should talk to hotel manager,and secondly the waiter should have control over him,he was not working in Dhaba hotel he got raged so quickly. He should have care for the hotel reputation .The hotel administration has already apologized, and matter be closed, while the SSP should demonstrate his greatness and pardon the poor guy.

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Syed Zafar Kazmi U.S. A

Jul 30, 2016 09:13pm

The restaurant management has tendered a profuse apology without any reservations which is the absolute right thing to do. Customer's possible rudeness or abuse notwithstanding, nothing can justify a murderous, violent rage inflicting serious injuries on the customer. Even retaliation of rudeness by a server can have no justification in the environment of hospitality business. The only course in such matters is for the server to report to management who may decide or not depending on the gravity of complaint to tell the customer not to revisit.

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Dr. Salaria, Aamir Ahmad

Jul 30, 2016 09:30pm

What a great tragedy?

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Khanm

Jul 30, 2016 09:43pm

I really believe that all of us have a lot of darkness in our souls. Anger, rage, fear, sadness. I don't think that's only reserved for people who have horrible upbringings. I think it really exists and is part of the human condition. I think in the course of your life you figure out ways to deal with that or else face the consequences.i strongly believe there are no rewards and punishment in life it is all about consequences of what we do and how we all behave..

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Adhrish

Jul 30, 2016 10:03pm

This is management fall than waiters. If this guy has psychological issues etc, they were supposed to pick that up early and get him treated.

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Justwasif

Jul 30, 2016 10:12pm

There must be some reason... Must be check and justify on parrallel basis.. Not always "customer is right"

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Javed

Jul 30, 2016 10:37pm

May be a bit of training would have helped this waitor who looks like a person with high ego and simply could not take customer insult. He should have called the manager before hitting the customer. Poor training is one reason for sure by the restaurant.

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Ashutosh Mishra

Jul 30, 2016 10:39pm

At least the rigors of the guest's pains should heal with the genuine tone of the apology by the restaurant administration.

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Akbar

Jul 30, 2016 10:41pm

The victim is my dearest friend. It is common sense that a guy with family could not have abused a waiter. Moreover, the restaurant management itself had endorsed that there was no provocation. All witnesses not known to the victim have shared their side of story on social media which suggest that there was no loud argument between the waiter and the victim. Yesternight, security officials at the eatery also told of the irksome behavior of the waiter during last two weeks,

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Asif

Jul 30, 2016 10:50pm

Agree with Adnan and Shaukat Khan

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Taimoor khan

Jul 30, 2016 10:57pm

Served the customer right. Some people think they are rich and can get away with everything.

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SyedChaudhryGangaDinKhan

Jul 30, 2016 11:13pm

This is exactly what needs to be done. I don't think this customer will ever be rude to to any waiter.

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S. A. M.

Jul 30, 2016 11:17pm

I don't agree. I know that some so called rich and educated show utter disrespect to waiters and domestic servants etc. they must realize that everyone on this earth has right to be respected. some learn it the hard way only.

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Iqbal Hadi Zaidi

Jul 30, 2016 11:46pm

Without siding towards the customer or the waiter I dare to say that poor is poor in my beloved Pakistan and hence he / she is treated like an untouchable which is very much regretted indeed. I very much doubt that the waiter was lunatic otherwise he had not been working in the posh restaurant. Secondly without referring to SSP rank, the waiter very well knew that the customer coming with his family must be quite rich to afford dinner over there and this very fact must awe him for sure but then it is reported that the waiter pounced on the customer and injured him but why and how is to be investigated by some neutral party to dig out the truth. Possibly the customer had been been harsh on the waiter who must had been treated alike earlier in the day and hence had could not bear anymore insults and revolted. However, the waiter should not have injured the customer in any case. His running away from the scene goes much against him. Iqbal Hadi Zaidi

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El Cid

Jul 30, 2016 11:56pm

@Kamal Pasha. The "customer is always right" only in the business/transaction framework. You can't take personal liberties against vulnerable employees. This is unconscionable. Government servants bully citizens everyday. It's an ego thing. Further, the waiter's job is to serve the customer, and wait on him, not cook and menu him. He should NOT be punished for that which is NOT in his control. This is basic commonsense and the law.

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A Nawaz

Jul 31, 2016 12:31am

@Khanm Insightful response indeed

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imtiaz

Jul 31, 2016 01:50am

Customer abused the waiter and was dealt with on the spot. Rich in Pakistan consider others are 2nd rate human. Video should remain on Facebook.

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Kyoorius

Jul 31, 2016 01:57am

@adnan Agreed.

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Waqar Ahmad

Jul 31, 2016 03:07am

Government officials must understand that waiter is also human. If you abuse someone then you should be prepared to pay the price. Restaurant obviously wants to save it from any other problem or legal action and shifting all the blame on the poor waiter.

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Riaz Murtaza

Jul 31, 2016 03:58am

@adnan I am sorry to write most of the customers have a rude and abusing attitude towards such workers. Respect must be given to each and every person.

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Life

Jul 31, 2016 05:03am

But why the restaurant is so apologetic. The misbehavior is from the waiter who has not done his duty properly. He should face wrath of public and stand tried in court.

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Modi

Jul 31, 2016 06:19am

Sometimes we cone across difficult customers. In india, service industry employees always taught, client is god. Having said that, in a stressful situation, service manager jumps into the scene to rescue.

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Usaifi

Jul 31, 2016 08:09am

FIR should be launched against the restaurant also ax they are responsible. The customer should also be investigated however there is no excuse to beat up someone.

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Mo Ash

Jul 31, 2016 08:44am

Whilst I do not condone the actions of this particular waiter however It is plausible that he may have been provoked. Along with few other Countries many a few Pakistanis do not treat the downtrodden with respect.

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Pakistan tujhe salam

Jul 31, 2016 09:33am

@Akbar I don't think so that's always the case. In Pakistan waiters are treated in humanly. There must be a reason why he did that? Other side of the story should be taken into account.

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Ahmed Saeed

Jul 31, 2016 09:39am

All the comments are in favour of the poor boy. I feel we all are humans and have soft corner for those people who serve us.

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Hassan

Jul 31, 2016 10:28am

Poor waiter will suffer. Eatery will not side for him

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Mike Tonio

Jul 31, 2016 11:08am

Both parties are at fault. - both the angry customer, and the Management. The waiter was not responsible for food being late. The customer should have complained to Management, not verbally abused a poor waiter. The sense of entitlement in Pakistani people at restaurants is bizarre. I challenge this customer to come to Canada and try harassing a waiter like that. He would be kicked out unceremoniously by the Restraint . However, the waiter should have left the table if he had bee and called Management to calm the angry customer down. Management should teach their waiters how to defuse angry people.

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Prasad Gopinath

Jul 31, 2016 11:17am

Indian and Pakistanis have to learn to respect people who deliver services to them. I am witness to first hand abuse of waits staff, bell boys, drivers, house hold help etc. We behave like Viceroys. We treat these poor souls, less fortunate than us like slaves, The customer richly deserves what he got. He's plain lucky the wait staff did not pull a knife. Indians and Pakistanis have to learn that all people are created equal,that every form of labor except that of a Politician and a Thief are respectful. That we must respect and embrace the dignity of labor. For all the faults of the so called "decadent West,the society here treats pretty equal almost every form of labor.

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Javed Arshad

Jul 31, 2016 11:20am

@Mike Tonio . Quite a sensible and pragmatic analysis. Provocation to a level personal insult by the customer seems to be the most likely reason. The management cannot wash their hands by simply putting the blame on the waiter. It is the management's prime responsibility to investigate the whole case.

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Razi

Jul 31, 2016 12:08pm

It appears the waiter was provoked by some bad words but of course there is no justification for his act of violence. He should have reported it to the management instead.

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osama aziz

Jul 31, 2016 12:27pm

he should talk to the manager rather offending the the poor waiter.

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Kashmiri

Jul 31, 2016 01:09pm

There is no doubt the waiter woud have been verally abused and lashed out because he couldn't take it anymore. Whenever I've been to Pakistan, I've never come across a decent policeman, they seem to be one of the most corrupt people in very already very corrupt society. Al though I do not condone violence, WELL DONE WAITER.

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Timeto stopthis

Jul 31, 2016 01:23pm

This behaviour in only a sign of the kind of society we live in. We live in a very intolerant and angry society where people come to blows for the smallest of reasons. The main cause is the poor quality of our leaders and politicians who generally come across as rude, illiterate, arrogant and intolerant. They influence our behaviour and with no good role models to guide us, where is the good behaviour going to come from.

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noob

Jul 31, 2016 02:29pm

People who are defending waiter: The man was with his family! How many of you would like to be beaten by a "cursed" poor waiter who only had his fists to stand against the injustices of society especially those bad people who have money.

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TAF

Jul 31, 2016 02:43pm

There is no other side of the story coz he is just a waiter....I can't imagine what the customer said to him which resulted in such an assault....

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Umair

Jul 31, 2016 02:47pm

We always want to be served and we never give any respect to the poor working class. My sincere and complete sympathies with the waiter unless he is a severe mental psycopath or had become one because of the rude behaviour of so called posh less behaved wealthy idiots of our divided society.

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Feroz

Jul 31, 2016 03:35pm

Frustration is running high everywhere with mood being very sour. Very easy to snap but inexcusable.

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Shakil Ahmed

Jul 31, 2016 05:47pm

While customer is a king, this doesnt give the right to any customer to abuse waiters like they are slaves. Waiter should have restrained himself and should have opted to refuse to serve the customer in protest of any abusive behavior but i guess he worked in pressure environment and in our culture no one like abuses that have their mother and sister name calling. Frustration is pilling up and ruling and anyone with little power trying to be demi gods. rulers not providing any releif to poor will ultimately result in such response en masse and then no one will care if you have an organised army or not!

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A.Bhatti

Jul 31, 2016 07:49pm

I agree, there was no need for the waiter to act like that, but at the same time, guest at the eatery must have the decency, to treat waiters with respect. It was not his fault that food was not served or ordered food item was not available. Waiters are human, they also have respect and dignity too. Unfortunately, our elite has mentality of Master and Slave frame of mind. This SSP must show the courage and decency ,apologize to the waiter

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Irfan Ahmad

Jul 31, 2016 08:08pm

No comments and judgement should be made without hearing the other side of the story, otherwise justice cannot be served.

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wellwisher

Aug 01, 2016 08:10am

may be the waiter was verbally abused, for no fault of his.DHA is where rich enjoy and poor suffer.Waiter must not suffer just because he is poor

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Ex Pat

Aug 01, 2016 10:22am

@Akbar "It is common sense that a guy with family could not have abused a waiter." Why? What on earth has that got to do with each other? The waiter's side of the story has not been heard though. Well done on declaring your conflict of interest in this, however.

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Sohail

Aug 01, 2016 10:57am

People abuse waiters in our culture. They disrespect them. and we do this in front of our children and then the children do the same..

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I.M. CHANGEZI

Aug 01, 2016 11:19am

@Just thought Agreed. I can't understand why such educated and high class people argue or quarrel with petty waiters. In case of any complaint go to the management. Long ago, I recollect, in some lower middle class restaurants, I went through a notice on the wall "waiter ke shikayat counter per karain". i.e. don't argue with the waiters but complain to the counter clerk.

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datla

Aug 01, 2016 11:46am

@Ahsan Gul ,if some thing is wrong with the customer,he should report the matter to the management instead of taking matter in his hands and becoming hostile.why bring in rich poor divide.

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Rup

Aug 01, 2016 11:50am

Highly likely that Rich kid abused poor waiter.

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Asad

Aug 01, 2016 12:30pm

Beauty in disguise. Imagine the publicity this restaurant is getting...

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Aug 01, 2016 12:49pm

Think a situation you are made to wait for 40 minutes and then you are told that food cannot be served. Your time is wasted and you are kept hungry. No complaint book is given to you to write your complaint Hotels expect you to politely thank it to waiter and walk head down out. If you complaint your head will be banged till blood pours out. What a courtesy !

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Ali Ibrahim

Aug 01, 2016 01:26pm

I wonder how readers have jumped to the conclusion that the customer in question was an SSP.

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fida USA

Aug 01, 2016 02:16pm

@Anum Concur hundred percent.

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fida USA

Aug 01, 2016 02:23pm

Rich customer and a poor waiter, the story is set for the movie industry to explore. The poor in Pakistan are dishonored, whether he or she is a house worker or industrial worker. This should end and in this case I am not surprised that the Government officer showed his mighty wrath on the poor waiter.

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tauseef

Aug 01, 2016 03:15pm

@Prasad Gopinath I 100% agree with Prasad as we Indian/Pakistani needs to behave in civilized manners with waiters, delivery boys and bellboys. They are humans too and must not hurt the self respect of these individuals. The elite class of both countries take it as their right to humiliate and disrespect people who are serving them in their houses or outside in hotels. How can we defend the customer if do not know about the complete information about the incident as it speaks of our mindset.

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zahid

Aug 01, 2016 03:22pm

Quoting the article : The restaurant management claimed that "there is no other side of the story.The waiter was hot headed and acted in rage and we strongly believe that there is no amount of provocation that justifies his act." This is our culture where nobody speaks for poor. The poor has no voice or side. Nothing will change until this changes.

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aamer nawaz

Aug 01, 2016 04:22pm

So just like honor killing now we have honor violence !!! killing is killing and violence is violence and yes there can not be another side of the story in either one of them !! Pakistani society is becoming intolerant , impatient and numb in a progressive way where so much is going on and these acting out behaviors are just tip of the iceberg !!

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Sabir

Aug 01, 2016 05:21pm

@Aamir sb, 100 % agreed.

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Aug 01, 2016 07:57pm

I am happy waiter set the customer straight. I have worked odd jobs back in the days, some customer could be real pain in the neck.

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anony

Aug 01, 2016 07:58pm

We as a nation LOVE to verbally abuse each other. Such a shame. Although this should be NO reason for any sort of physical assault.

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Dilber Maseeh

Aug 02, 2016 12:02am

Customers are always right, specially when they are wrong.

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Sohaila

Aug 02, 2016 02:45am

Physical assault can't be condoned, but humiliating someone should be equally condemned too. If you want to be respected then learn to treat others with respect first.

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jam shed

Aug 02, 2016 09:21am

@Anum I loved your comment as you are right on the money. Waiters as you said are at the mercy of these people as some are nothing but beasts themselves. If the waiter lost his cool there must be have been a reason for him to act like that. Who can think of loosing his job in a country like Pakistan. Hats off to this brave waiter.

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hgi

Aug 02, 2016 09:47am

Is the video of the incident still available. I need a link to it

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