EDITORIAL

Service excellence critical

 

Christmas is coming and consumer traffic will increase. The National Initiative of Service Excellence (NISE) was not heard about so much for the past few years when this organisation was at the forefront of improving Barbados’ service delivery image. It is assumed then that this is due to the progress that was made overall as a result of this campaign. 
 
This month begins the Christmas season here and all the related activities has already begun in earnest. Even though the concept of NISE was pushed especially in the first couple years of its existence, Barbadians have continued to follow the principles of that organisation up until now. Businesses have been stressing service excellence among their staff and receiving positive feedback from clients and the public.
 
At this time, we in Barbados need more than ever, to focus on strengthening relationships with the customer, and letting them know that their business is appreciated.
 
Many will notice that the number of cruise ships and visitors entering the island by air have increased significantly since the summer months, especially for our 50th anniversary of Independence, and this can mostly be attributed to the positive feedback of past visitors as well as vigorous advertising of this country overseas. Even HRH Prince Henry of England noted that Barbados is the destination of choice for many of the British who vacation overseas on his visit here last week. Therefore, even though we are always encouraged to put our best ‘face’ forward, this is the time that we should step up our game in response to the increase in visitors that we will no doubt experience over the next few months.
 
It is unfortunate that some of us are only now starting to realise the potential damage of the negative attitudes that have been allowed to circulate within the business environment in Barbados. Many customers from various backgrounds are more educated in service excellence and they expect nothing less than the best from service providers. This is as it should be. Barbadians, like tourists deserve to receive the better end of Barbadian hospitality. Think what a boost an overall improvement in service excellence would be for the country’s morale, while increasing the volume of business within Barbados.
 
We should also be positive mentors to our youth, particularly at this time, because they copy the behaviour of adults and negative actions seem easier to copy. They need to understand the wisdom and necessity of positive attitudes and excellent service delivery even with regard to the smallest tasks. We have grown beyond the negative thought that service to others means servitude. Other countries understand too that service excellence is one of the keys to successfully rising from these difficult times that is plaguing so many, hence they too are focusing on the training of their people to do better.
 
Let us take the opportunity at Christmas to celebrate an improvement in the level of our service excellence. However, Christmas, the busiest shopping period, should also be used as a time to reflect on how we can improve our productivity and efficiency in 2017. Let us remember the our attitudes will determine our success in the long-run.

Barbados Advocate

Mailing Address:
Advocate Publishers (2000) Inc
Fontabelle, St. Michael, Barbados

Phone: (246) 467-2000
Fax: (246) 434-2020 / (246) 434-1000