Nevispages weekly feature by Curtis Morton Sr
The way I see it, courtesy in service, is vital for proper customer relations, whether you operate in the public or private service industry.
This week, I had the privilege of driving a number of persons in my Taxi. However, Monday stands out as a really memorable day. No, I did not make a lot of money on that day, but there was this stand out incident.
I took a gentleman from the Four Seasons Resort to Charlestown. He had to conduct some business at a particular government office. He asked me if I could wait for him, as he ‘won’t be long.’ Well, what I anticipated to be a ten minutes wait, ended up to be a wait of half an hour or more.
When he came back to the vehicle, he apologized profusely but his explanation was instructive. He had gone to the office in question and met a young lady alone in the office. He presented his case to her, but she told him that there was another young woman who had not yet arrived, who would deal with his case. Well, after waiting for some time after that, he politely queried: ‘What time is the young lady coming in?’
The response from the young lady in the office was shocking. ‘Whenever,’ she said, matter of factly. ‘But the sign says the office is open from 8 am to 4 pm,’ he insisted. Her response was a lot sharper, ‘I said, WHENEVER!’ She had raised her voice slightly.
My visiting friend, then shut up and waited, even though impatiently. Eventually, the other young lady arrived and dealt with him, admittedly in an amicable manner and he was able to leave the office-mission accomplished.
‘But this kind of service is substandard,’ he told me. ‘Is this what goes on at all government offices?’
I tried to assure him that not all civil servants are like that, but I am not sure that he was convinced. It reminds me of a story I heard from the illustrious Michael Morton. He related that he went to a government office in Nevis one day and the young lady who dealt with him, was obnoxious, insensitive and rude, to put it mildly. He left that office very much aggrieved at the service provided.
His business day was extended and he decided to spend the evening at the Four Seasons Resort. He was able to enjoy a fantastic dinner at the famous resort. However, there was one particular young lady who was really impressive. She was courteous and helpful and plain out NICE. He felt impressed to tell her that he appreciated her quality of service and in speaking with her, sensed something familiar about the young woman.
‘Were you the one who dealt with me at (he named the office), this morning? ‘Yes,’ she said. ‘But this morning you were so obnoxious. What has made such a drastic difference?’ he quizzed. ‘This morning I was working for the government. Tonight I am working for Four Seasons!’
Well I newa!
What an amazing response!
Dear reader, no matter where you are working, always treat your customers with courtesy, dignity and grace—even if they in return are obnoxious and absolutely deplorable. You don’t allow yourself to be dragged to their level.
The God to whom we ultimately have to give an account indicates in his word that we will give an account for every word that we speak. Let our words be seasoned with salt, so that we may know how to answer everyone (Col 4:6).
That’s the way I see it. How do you see it?