Editorial: Attitude adjustment
Previously, 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 store or a duty free outlet only to be ignored because they don’t “resemble” foreigners. Foreign exchange notwithstanding, Barbadian dollars are just as important to the economy as international dollars, taking into consideration the relevant exchange rates. Local patronage should therefore not be seen as a ‘fall-back position’ for merchants, to be appreciated only if there are no visitors around. On the other hand, tourists often complain as well of having to take a back seat to personal calls and irrelevant conversations, among other concerns. It seems clear then, that it is time for retraining, or simply reminding staff at many establishments that the customer is always king.
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 an essential source of revenue? 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 expose all potential customers to the same high standard of treatment.
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.
Make no mistake, the security of our ports of entry is of paramount importance and the Customs and Immigration department have been doing sterling work in this area. However, in recent months, the impression seems to have been created that there is a stated policy to ensure that the majority of passengers have their bags thoroughly checked before they leave the airport, regardless of the number of bags being carried, origin of destination, time of day or the length of the trip. We have all heard stories of people importing all manner of contraband, and this newspaper is in total support of the fight against the importation of illegal drugs and other illicit materials. Still, one cannot help but wonder if a more efficient system could not be put in place, rather than two or three officers standing in one area and the subsequent bottleneck situation created because each traveller has to submit a customs declaration before exiting the area.
Grantley Adams Airport is an international facility and it is time for us to raise the standard in this area. In 2017, 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. Also, customer training should be extended to everyone who works at all ports of entry. It cannot be business as usual in this year of productivity and considering the current state of our economy. Everyone’s actions moving forward must benefit the country overall. This makes sense.