February 8, 2005

Dear Sir,

This past week has taught me a valuable lesson. One, that if heeded by those authorities responsible for tourism in this country, should place the industry well on the road to recovery. (Let me mention here that I don't like the word tourists when referring to people ? I prefer the word visitors or the more endearing word guests.) I sell newspapers at the entrance of Horseshoe Bay.

And, over a period of six months, I have managed to increase my customer base substantially. Recently, I had the not-so-bright idea to change locations to one a little further down the road, partially for a change of scenery, but also to capitalise on a new market area.

That was my thinking then ? albeit wrong thinking. Well, through trial and error, I've determined that the new location is less convenient for my customers, owing to the ever present gridlock (traffic). Because the service was reliable at the previous location, I have had some of my die-hard customers stay with me, but at an inconvenience to many. This shouldn't be so, because at the end of the day, it is my customers who keep me in business. So post-haste, I have had to relent, discard any fool-hard pride, and move back to my original spot. To my faithful customers ? See you Monday, old time, old location.

A similar lesson might be learned by and applied to our visitor industry. We have for centuries, courted a New England traveller ? and they, for generations have taken care of us, because we have taken care of them. But in our apathy and greed (let's call it what it is) we have subjected our guests, strangers in our home, to a worse-than-shabby treatment. In the interest of numbers, and our own advancement, we have subjected them to substandard accommodation, condescending attitudes.

When that wasn't enough, we allowed in foreigners (some with no appreciation for our customs or quality of service,) and allowed them to disrespect our guests even further, and in a manner so unabashed, that we have in a few short years succeeded only in fouling an industry that took centuries to build, and in the process, alienated future generations of visitors. The problems now are manifold. In examining the industry workers there is a pervading attitude of entitlement. A fifteen percent gratuity tacked on without regard to service?

No wonder the standard of service in the restaurants, hotels and support facilities is sorely lacking, and I know because I have sampled them of late.

By conveniently adding a gratuity, we have absurdly removed the incentive to perform well. To be fair, there are some exceptions, but for the prices that we gouge these people, they shouldn't have to request a thing ? their needs should be anticipated and the servers (nothing demeaning in that term) should be more then willing to carry out the guests' wishes, and where necessary follow up to assure guest satisfaction. Case in point, some years ago, I was visiting one of the larger hotels, which was, at that time, in the midst of renovations. I got into conversation with an elderly couple in their 80s, and asked them if they were enjoying their holiday. Well, their response shattered me.

For starters, they told me that they had been set up in a room directly opposite the construction site and the sound of jack hammers, and had decided to come to the lobby to escape the noise, when they really would have preferred to be having an afternoon nap. they also told me that they had long dreamed of a vacation to Bermuda. Now, after selling the family homestead (since all their kids had moved away), and choosing to buy a smaller apartment, the could finally afford it. What better time to visit?! Or so they thought. Unconnected, but shortly thereafter the lobby filled with a mob of dissatisfied guests. Not good enough!

The above incident highlights just one of the problems. There are others. Courting African heads of tourism? Why, to highlight how inept we've become, or to show off in a whistle-stop tour the glossed-over Bermuda package to further advance personal contact, at the expense of the taxpayer? We can add this to the long list of reward-without-works frivolities that seems to describe the prevailing attitude of entitlement by members of the Government (themselves servants of the people). While I will concede that there is sizeable benefit to establishing closer ties to Africa (especially cultural and economic), we do not yet know that demographic.

And while people are people, realistically how many visitors could we expect to garner from the African market. (And, please no more so-called consultants, "we" cannot afford it.) Nor for that matter has the European, Central and South American, Caribbean or the Far Eastern populations been a significant source of visitor arrivals or spending. Let's stop the foolishness and rising entanglement.

It is very possible to revive interest in Bermuda as a vacation destination. How? Well, that's simple. Let's stick to who and what we know. First, let the Father be praised in our decision-making and for all we do ? 'A very present help in times of trouble' and, if you have forgotten how to, then ask the Rasta man. And then let's return to the old ways of service, the ones that were marked by integrity, humility and dignity.

Check the qualifications

February 2, 2005

Dear Sir,

There are too many African fakes in the black community, calling themselves this, naming themselves that, teaching rites of passage without being taught, making a mockery of African traditional rulers they have never met and it must cease. Who trained them? Where were they trained in Africa? What certificates do they hold? Has Bermuda forgotten the mistake of at the Bermuda College? American is not Africa, when it comes to qualifications.

BABA OGUNDOKUN AWOLALA

Hamilton Parish

Don't tempt fate by speeding

February 9, 2005

Dear Sir,

In response to Deborah Masters' Letter to the Editor, I totally agree with what she wrote. The only problem is lunatics never care as to whether they take out somebody, or themselves. Unfortunately, the wages of sin is death and Satan is the god of death (most people think that when a loved one dies, God is responsible yet this is wrong).

The Police Commissioner mentioned in today's paper that motorists should slow down. This is good, however the ones who don't heed this warning are the ones who think: "Jesus died for my sins I'm already saved" and decide to speed up/down regardless of safety. Newsflash, when you choose to speed up and down recklessly, you've already chosen your fate and usually the results after a crash are fatal, as has happened so many times before.

DON'T SPEED!

Pembroke