We aren't the first to observe that providing service is not a strong suit of the Russian culture. Earlier today the other DrC wanted to revisit the Hermitage museum, saying as much she asked the hotel concierge for a car to take her and two friends there and bring them back in 3 hours. She got her car, but wasn't told by the concierge that the Hermitage museum was closed today as it is every Monday.
By the time they learned the museum was closed, the car had departed. So they asked the local tourist information office how they could call the hotel to ask the car to return. They were told that pay phones only existed at the Post Office, which was closed as today is a holiday. "Well then, where can I make the call?" was her next question. Answer, "At the Post Office." Response, "But the Post Office is closed?" Rejoinder, "Yes, it is closed." She and her two friends waited the three hours and took the hired car back to the hotel.
In order to not waste the 3 hours, they decided to take a city cruise on a river boat on which they were told English interpretation would be provided. It wasn't provided, even after specific requests were made, but of course they were stuck on the moving boat and thus took the interpreted-only-in-Russian tour. As you might guess, the other DrC isn't an entirely happy camper at this point.
I think someone could create a definite market niche teaching Russian employees about service: what it is and how to provide it. Upon understanding the expectations, perhaps many otherwise able Russians might simply refuse to take the jobs as demeaning. Communism seems to have had that effect on certain people. The DrsC have run into this phenomenon in other former Communist countries.
