Service is not servitude
Often, perhaps too often, we see persons post “negative reviews” online in reference to some customer experience that they had that did not go so well.
With the quickness of social media, more often than not, the manager or owner of the establishment in question chimes into the online conversation in order to offer apologies and restitution for the matter.
Sometimes it is sufficient, sometimes it is not.
What we don’t hear as frequently are the positive stories of customer interactions.
Today I wish to highlight two recent personal experiences that have made a permanent impression on myself.
Can you hear me now?
Last Sunday, my smartphone was giving me issues with downloading WhatsApp. We all know how essential WhatsApp is to the functioning of society. People do not call each other but rather send each other messages via WhatsApp.
So without this app, it seemed as if time had gone back to the 1980s before the mobile phone era.
So I went to Gear & Gadget Bermuda on Queen Street with a seemingly unfixable mobile phone issue.
Two young persons greeted both myself and another gent, who also had a major phone issue.
The two service providers took their time to analyse the issues, confer with one other for second opinions, verify their opinions with some quick online research, and then explain what it would take to rectify said issues.
For a few hours they worked diligently, multitasked, fixing our phones and attending to other clients who had walked in to purchase different items.
Some two hours later, both of us walked out with operable mobile phones.
Not only did they have patience and technical knowledge, but they demonstrated customer skills equal to a five-star hotel.
Even more astonishing was that they both are still in high school, going into their senior year. So, cheers to Damiya and Javid.
They are fine examples of what CedarBridge Academy is producing.
One evening in mid-July, I placed an online order at Misaki Sushi bar on Burnaby Street.
Upon arrival, I was greeted by a friendly young Bermudian man. After giving him my name, he passed me my order and told me to have a great evening.
After reaching my destination and looking at the meal, I then realised something was amiss. So I drove back to the store, explained the situation to the same young man.
Without hesitation or deliberation, he apologised for any inconvenience and then rectified the situation.
After posting the above experience online, persons chimed in and informed me of these facts:
• His name is Andreaz Glasgow
• He was a former head boy at the Berkeley Institute
• He was Green House vice-captain
• He was Student Council president
Pretty impressive résumé, even though he is on the wrong house at Berkeley.
What further solidified my first impression was the amount of persons who took time to sing his praises.
Here are a few examples:
“That guy knows about customer service ... although he is on Green House”
“What you see is absolutely what you get. Always been a kind, mature young man”
“Just so you know, Somerset stock”
Needless to say, everyone had positive remarks about Mr Glasgow.
I guess I have to look past the whole Green House and Somerset Cricket Club thing.
In both of these above instances, I am more than certain that these young people deal with every single customer in the same manner.
As Bermudians, we have built our society and economy off service to others, in one way, shape or form. It is incumbent on older generations to continue to encourage and groom our young people to give the best of themselves to all customers.
In doing so, it ensures that they aim higher in all their goals and keep our economy growing with repeat domestic and international clientele.
Remember, service is not servitude.
• Christopher Famous is the government MP for Devonshire East (Constituency 11). You can reach him on WhatsApp at 599-0901 or e-mail at email@example.com