EDITORIAL
Barbados has come a long way with regard to customer service excellence – particularly during the past decade – thanks to the efforts of the National Initiative for Service Excellence (NISE) in previous years.
While some may question the necessity of campaigns such as these, citing Barbadians’ traditional values and “manners”, in 2010 NISE, using the Reader’s Digest “Politeness Test” formula, ranked Barbados fourth with a 68 per cent score, behind New York, (80 per cent), Switzerland, and Canada. Clearly, action needed to be taken at the time to return the country to the regular practice of respect, politeness, attentiveness and punctuality.
Earlier that year, The Barbados Advocate made mention of the unfortunate practice of some customer service representatives treating various types of customers differently, resulting in a form of discrimination which is many times directed squarely at Barbadians. Sadly, even today, this attitude continues unabated in many areas, and is reprehensible.
Complaints are sometimes heard by locals who may enter a jewellery store or another duty free outlet only to be ignored because they don’t “resemble” foreigners. Barbadian money is just as valuable as international money, taking into consideration the relevant exchange rates. If no tourists should cross the threshold, would the owners prefer no money to our local currency? Tourists, on the other hand, as well as locals, often complain of having to take a back seat to personal calls and irrelevant conversations, among other weaknesses.
The question we should ask ourselves is: If we can’t treat our own people with kindness and respect, how do we expect to treat those on whom we depend as our main revenue earner? Furthermore, tourists aren’t typically colour-coded to make them decipherable from the locals. Therefore, those employed in the tourism and service industries should endeavour to treat all potential customers in the same manner.
On a happier note, it is a pleasure to recognise the improved attitudes of the Immigration Officers who greet nationals and visitors to the island. “Welcome home, or welcome back” are now routine greetings, which make a significant impact, especially after a long flight to the island. We must however be careful not to have that pleasant impression removed when the traveller reaches the last stage before
exiting the airport.
In recent months, the impression seems to have been created that there is a stated policy to ensure that the majority of locals have their bags thoroughly checked before they leave the airport, regardless of the length of the trip or the number of bags being carried. While we have all heard stories of people importing all manner of contraband, and we are likewise in total support of the fight against the importation of illegal drugs and other substances, one cannot help but wonder if a more efficient system could not be put in place, rather than only one officer and the bottleneck situation created because each traveller has to submit a customs declaration before exiting the area.
In 2018, we can and must do better. In truly international ports of entry, there is routinely more than one officer checking documents, even at off-peak times, and this has also been the practice at Grantley Adams international Airport. With the best training, and the best of intentions, an overwhelmed officer will not be able to function as effectively as he/she otherwise might.
Our unity is our strength and this attitude is needed now to improve not only our economic plight, but social framework.