First of all I would like to say I am not an expert in this field, which by no means implies that what I have to say is not important to all Grand Bahamians alike.
In the last six months I have had the worst customer experiences ever in my life to date. These incidents happened at businesses that have been on the island maybe from the time of my birth to new business just trying to make a dollar.
No I am not a tourist, I am a Bahamian born and bred right here on Grand Bahama Island.
Secondly, let me ask these questions of my fellow Grand Bahamians, do you people of Freeport realize just how bad we are suffering economically?
Do you business owners realize how hard most of us work for that dollar we grudgingly spend at your establishment?
Do you business owners care about us and wether we the customers patronize you establishment, or do you feel that what you supply is in such demand that we have to shop with you no matter what?
Take a look around your Island and note how many businesses have down scaled or closed their doors in the last few years.
Oh, I would not be the first to place all the blame at the foot of Grand Bahama Power Company’s door but I know they are not fully responsible for our sad state of affairs. I don’t know about most Grand Bahamians but I know I work very hard for every dollar I earn and everything going up except my pay check!!
You see I work in customer service, have worked in that area for more than 15 years now. I know what is expected and required of me when I go in to work.
Never in my working life have I ever legitimately been accused or reprimanded for bad customer service, so please understand my frustration and anger when I step into your establishment to spend my hard earned dollar and your staff is (a) either ignoring me; (b) on the phone and not assisting me; (c) giving me the stinking eye because I’m disturbing them; (d) giving me attitude because I dare to ask them a question; (e) when I first walk into your establishment to begin with, your staff don’t smile are not engaging and quite frankly look at me as if to say what do you want and last but certainly not least; (f) argue with me period!
Yes I have experienced and witnessed staff arguing with customers. This is utterly ri-diculous and totally unacceptable!!!
Thirdly, to make matters worse this deplorable attitude is not limited to Bahamians but also to those of our number one industry, tourism, yep that’s right Tourist.
Every other day I hear horror stories from tourists about the service either at the front desk of their hotel, room service, Straw Vendors or the many shops littered around Port Lucaya and also the restaurants and bars and oh, lets not forget the Taxi drivers who rob them argue over them and subsequently frighten them to death by their uncouth and barbaric behavior when deciding who’s fare it is or who’s first out!!. Sad, sad, sad, so very sad for this little island whose dependency on the tourism dollar is so very high!!
Yes I am very angry and fed up with having to “Shop At Home.” Many times I have spent the extra dollars for shipping and customs duty just to avoid going into a certain business on the island.
You see when I point and click I don’t get attitude, when I point and click I get exactly what I want and if I have a problem I point and click again and it is easily resolved. Online shopping is amazing, fast efficient service at it’s best.
Last of all I would like to say there is hope for us yet. I recently came across a book which explains to business owners and employees alike the importance of good customer service.
I would like to share this information with the Grand Bahama Chamber of Commerce, The Grand Bahama Port Authority and the Grand Bahama Tourism Board.
We as Grand Bahamians can implement good customer service every day of our life and enjoy it, thereby improving our lives, our tourist experience and ultimately our standard of living.
You see all caribbean countries are selling ‘Sand, Sea, and Sun.’
Our sand may be the finest, our beaches may be the most beautiful, our waters may be the clearest, our climate may be the most consistent but it doesn’t matter if our service and attitude stinks.
People will not vacation here if they don’t feel welcome. Please understand we are not doing anyone a favour when we are helpful, courteous and polite.
When customers enter your establishment you are not doing them a favour!!!
See how much your business can grow and how we can turn Freeport back to the ‘Magic City’ it used to be when these few simple steps outlined in this book are implemented.
Concerned Citizen
