December 11, 2014

Dear Mr Editor,

I’m emailing this morning to acknowledge Ms Kathy Hayward Ming of the Department of Planning for the experience she created for me yesterday. At a time when all Civil Servants are so often painted with a broad brush stroke of being inefficient, ineffective and lacking in customer service excellence, I believe it more than appropriate to acknowledge those that go above and beyond. Kathy is one such person.

Yesterday I attended the Department of Planning in a personal capacity with three different queries/issues to investigate regarding my property. I was there for approximately 1 ¼ hrs, particularly as one of the issues was a bit complicated. Not only did she go above and beyond to ensure I had all of the information I was seeking and showed extreme patience as I peppered her with questions to understand the process, my own rights as a property owner/neighbour and explained to me the steps I now needed to take, etc, she also ensured that everyone else who walked in was promptly served, while at the same time answering the phone and responding to whatever the callers required. She was kind, patient and empathetic.

What I had anticipated was going to be a frustrating exercise was actually beyond productive and although the information I received was not altogether pleasing, I left in a great mood. Kathy is the reason for that and she deserves to be acknowledged.

One last thought… as a former Civil Servant myself, I remember clearly how it felt to constantly hear and be included in the criticisms and put downs of the Civil Service when I was working my butt off to do the best I could possibly do.

I encourage others who have positive experiences, not just with Government Departments, but from any organisation, to take a few minutes to acknowledge when you receive excellent service, whether directly to the person, to their managers and/or publicly through this medium.

We spend so much energy pointing out things that don’t work… how about we as a community begin making a proactive effect to focus on the many things that ARE working and the people responsible.

Merry Christmas Bermuda! May you all have a safe, blessed holiday season and may 2015 bring brighter days for our community!! And again… A HUGE THANK YOU TO KATHY

Kind regards,

KERRY A JUDD, JP