I am Indian. I have grown up in an environment teeming with people and life. And so, I am quite accustomed to the impatience that is characteristic of us Indians, as also our gross inability to queue up patiently for anything. Being from the educated middle class though, my sister and I were trained to wait our turn patiently, make way for the elderly and the disabled and facilitate their needs. Since mum is a teacher, I have unknowingly imbibed her righteous, strict, school teacher-ly way of telling people off.

Often, I found myself in an uncomfortable situation, turning back to glare at a jostling crowd, while I patiently allowed a person to go before me at a queue in a cinema, or at the bank or provident fund office. My self-righteous glares were met with looks of insolence, frustration and impatience.

At the hotel where I worked, we did up complex statistical studies on queuing theory, to ensure that wait times in any queue did not cross the miniscule threshold of patience possessed by the Indian customer. Therefore we had multiple service counters at peak hours, better technology and improved layouts to ensure the best ergo dynamics. Strangely though, it never seemed to help. It was almost as if people’s capacity to wait shrunk to match our improved processing times. How long a minute truly is, depends on which side of the counter you stand.

Interestingly though, I saw a simple resolution to this problem very recently.

A few days back, on a grey, bitterly cold and wet afternoon, I queued up for a bus home. I think all the passengers were unanimously awaiting the warm dry interior of the bus. The bus came along and we stepped forward expectantly. There was a little old lady at the top of the queue. She was hard of hearing, slow and finding it rather difficult to manage her things, find some change and buy a ticket. All around me people were irritable and shifty. I cringed as I heard the gentleman ahead of me mumble to himself in annoyance. I felt the same annoyance and righteousness well up in my blood.

The bus driver was a petite, smiling, blonde-haired lady. As she patiently dealt with her aged passenger, she looked up and beyond at us, assessing the scene in a flash. Finally she dispensed a ticket, and got the lady seated on a seat close to her. Smiling, she beckoned the rest of the queue to step in.

“Thank you so much for your patience and for allowing me to assist my first passenger for longer – that was most understanding”, she announced cheerily, looking pleasantly at the gentleman ahead of me in the eye.

Her words brought on an almost instantaneous transformation in everyone – me included. We boarded the bus – taller and happier – for once, part of the solution and not the problem. It was a wonderful feeling. Mr. Grumbler clambered in ahead of me, tilting his head sideways as he crossed the little old lady. Not surprisingly, he rushed to her aid, to assist her disembark from the bus at her destination.

Righteousness has no place in such situations. We all want to be part of a positive change – we just need to be reminded of it sometimes!