Queuing in Mexico is a dark art. A fine art. An art that takes years to hone, like Dutch master before an easal. Yesterday at Sanborns, I stood patiently in front of the pharmacy counter, waiting to be helped.
It’s like I never learn.
What’s something else that gives us away as North Americans? We stand in line, and we expect others to stand in line, too. We also expect to be noticed and rewarded for our good standing-in-line behavior. Order, foolishly for me, is the expectation. But it’s not necessarily a fair one.
Back to Sanborns. Admittedly, I was pre-irritated. I’d taken my daughter and her extremely hyper, scream-y best friend to the mall for video arcade and movie theater fun, and they were wearing on my nerves. When a woman stepped directly in front of me and proceeded to be helped, I piped up.
“Excuse me, where is the actual line here?”
“Oh, we’re getting to people as they come.”
“But how do you know who’s come first? Where should I stand to make it clear?”
At this point, the woman who’d stepped in front of me stepped aside and said, “Oh, I’m sorry, were you waiting on her?”
I thanked her, happy she understood and feeling a little sheepish about my visible bad mood. I was finally able to buy the face cream I’d been clutching, and we went on our way.
If you’ve been in Mexico any amount of time, you’ve surely noticed that there are different rules when it comes to waiting one’s turn. The rule is mainly that the rules are not strictly observed. Those serving people say, at a counter, will typically help whoever has put themself in front of them and begun speaking.
If you need to be helped, this is a tough country to be shy in. “The squeaky wheel gets the oil”, so sometimes you’ve got to start squeaking!
The correct way to stand in line in Mexico
Fortunately, there are polite ways to “squeak”. Let’s start with pharmacies and consultorios (doctor offices), though it can work anywhere with a reception area. When there’s a counter or a reception desk, simply make eye contact with someone on the other side and say “buenos días” (or tardes or noches, depending). This is what I should have done at Sanborns, by the way.
Anyway! You’ve made contact and let them know you’re there. If they look at you expectantly, that’s your cue to start asking for what you want. Once they know, they can either help you or give you instructions to be helped. Easy!
For longer lines, especially when it comes to dreaded trámites, things can get a little more complicated. At both my local immigration and Hacienda offices, for example, lines are visible. However, getting in back of them right away is not the best move, and could waste a lot of your time.
If you have an appointment especially, but even if you just want information, find the security guard. Not only are they helping to keep order, but they let you know where to go and what to do. They’re often the first line of defense for information-giving, so let them be your first stop!
At my immigration office, for example, they direct me to sign a book and write down the purpose of going; only then do I get in line. At Hacienda, the guard will direct you to which line you need to stand in, or where to go and simply sit down to wait.
Do’s and don’ts in customer service offices
At banks and other customer service-oriented offices, there might be a number system. This means you’ll be given, often by a machine that’s sometimes human-assisted, a number that will be called, similar to when you dine in for fast food. When your number is called, it’s your turn! If you think you missed it, though, be sure to ask someone who works there; they can usually help.
The general rule is this: the longer the line and the more impatient the people in it, the less likely it is there will be “cutters”. But if the line is short and there’s a counter-type situation, people are liable to butt in if they can. And if you think that’s bad, just look at people’s behavior in heavy traffic, which is where the above rule does not apply at all: cutters driving cars are rampant, especially when they’re impatient.
Finally, don’t be afraid to stick up for yourself. Some people really are oblivious and in a hurry and just don’t notice others. “Disculpe, estamos formados” (Excuse me, we’re in line) will usually work. Sometimes it won’t, and you can choose whether or not you want to start a fight about it. When you yourself are unsure about the existence of a line — this often happens in bathrooms — simply ask, “¿Están formados?” (Are you in line?)
So remember: squeak with the best of them, and ask for help when you need it. Just don’t cut in line; we’ve got a reputation to keep up!
Sarah DeVries is a writer and translator based in Xalapa, Veracruz. She can be reached through her website, https://sarahedevries.substack.com/
I can see it in Firefox — maybe it’s a browser compatibility issue? (A few weeks ago I was only seeing comments, not the actual articles, in the Chromium browser but now that is working for me too.)
So very true. I would add that after all the things you mentioned sometimes you just have to join the hoard and push and shove your way to the front! Thankfully in my experience that is not usually needed! Your story made me recall a day 44 years ago when my wife’s father took us to the local closing of the PRI’s campaign. In those days there was only the PRI but there were hundreds of buses and thousands of people. They had butchered 300 pigs and had big copper pots of carnitas. After all the hot air from the políticos they announced the carnitas were ready. I thought I was going to be trampled to death! Never since have I seen such a mad dash others be damned rush for a paper plate of carnitas, beans and rice! I joined the throng and finally obtained 5 plates for our family! Thank you for the article!
Making eye contact with those who join what may or may not be the end of the official line [“official?” Did he just use the “O” word???] and greeting them really helps. What helps most is to be there when no one else is there. The key word is “early”, as in first or second thing in the morning, even if that means waiting outside the locked bank door for five or ten minutes which are a great investment against the hour or so you will be waiting in line a bit later. I guess it is OK to sharpen your elbows and refine your assertiveness, especially at fiestas, but a bit of personal contact and shared awareness works for me.
Seems older women are the worst offenders. I used to accept it since I want to be polite. Nada mas!
I loved this article. So very true. I love the subtleties of living in Mexico.
Went into a CFE office in Colima. Probably 30 people jammed in with the number machine broken. We were told that we were after the lady in the brown shirt. She raised her hand to let us know who she was. Easy peezy!
I like the article and John Gorman’s comment about older women being the worst offenders. About 12 years ago I was moving back to Puerto Peñasco. I had been living in Puerto Vallarta for a couple years. I took the buses. When I had to change to a different bus, I had to leave my luggage and chihuahua in her carrier, outside, and had an attendant watch my items (promise him a good tip to have peace of mind) while I used the restroom and purchase a ticket. My stuff can get stolen but not my doggy. I was obviously next in line for the ticket window. I was approaching the window when this older woman, pretty spry, jumped in front of me to the counter, which she took longer. I told the attendant I would be quick, nope, not with this woman pulling this rude act. I was feeling haggard and didn’t want to deal with it, besides I didn’t know how to say estamos formados (for just me I think it would be estoy formados) but I let it go. Let the old woman win. Now I am at her age, but I would never do that, I still have some class left. lol
I like the idea of getting the counter person’s attention with the eyes, and greeting them, maybe a nice wave. We learn something every day. Where I live, people are generally polite, so I am used to politeness. Thanks Sarah!
This whole issue points up why you really do need to learn Spanish if you are going to live in Mexico. You can only really be polite in the native language where you are.
About the “older women” cutting in front issue, I have always taken that as a sign of respect or help for older people, I thought it was the polite customary thing to do in MX where people take care of their own elders. Now that I’m older myself, I have let my grey hair grow out because I get more respect in that manner – other than my hair I look much younger and people don’t imagine I need a little help sometimes.
Anyone have comments about receiving mail from the U.S. or other home country?
Here’s some Spanish that I’ve found useful regarding line survival, both in Spain and in Mexico:
When you arrive at what may or may not be a line, say loudly but in a friendly tone: “¿Quién es la última persona en la fila?” If a person signifies that they are that person, then say in loud and jocular manner: “Gracias. Ahora lo soy.” In some parts of Catalonia, this has become ritualized and all you need say is “¿Quién es la última?” Alternatively, if no one acknowledges being “la última”, I have had some success with asking, “No sería major para todos formar una fila?” I have about a 50% success rate for that ploy.