You can tell when management makes it a priority to train (i.e., invest in) staff – and you can tell which places these are by their consistent high level of service. The Hilton offers fantastic customer service. So does Dwellings. Walkers World. Greg and I eat at Mama Mia’s often and brunch at Terasu nearly every Sunday partly because of the service we receive.

My favorite saying is – Don’t make an “ass” out of yourself. Never assume anything.

I waited in line at a very popular and well known chinese establishment in a very well known location today.. First time in a while. The owners are very nice people, but the employees leave alot to be desired. We were served the rice and the to-go box was passed to the next in line.. When I asked for my “main” she said in a flat voice, something about waiting.. she mumbled or my bad ear didn’t hear the whole thing. I said “excuse me” .. my daughter responded that we would have to wait. So we did.. others came behind us and were served other things, But I watched this youngish lady and thought.. If this women could actually be taught to handle customers, even in a line asking for food, life would be SOOOO much better. The staff was talking amongst themselves.. and when asked questions they mumbled responses that were completely unhelpful to the person asking. “Do you have any tofu??” “no”.. “Bean curd” .. “no”.. Not, no I’m sorry, if you are vegetarian, we can offer you this.. but simply no.. and with no expression or concern that a customer was going to walk away at all.

The owner was there, working as well, but looking after other things.. Just too bad he didn’t see the exchange. Unfortunately, if I ever see him out and comment on this, he will likely tell me that he has the best staff he can hire for what he can pay.. and he just has to deal with it.

A sad state of affairs in the service industry in Barbados

You’re also right about the employee whom I judged as not caring. Seemed that way to me when I was all worked up about her behavior, but of course I could be and probably am dead wrong. Your comment made me remember a book that had a big impact on me: The Four Agreements — in particular, “Don’t make assumptions.”

Thank you.

Oh, but you can. Which doesn’t mean that it’s always a good expenditure of time, money, and effort to try. Sometimes you just gotta let substandard staff move on. When I worked in government, I didn’t have the authority to fire anyone, and I found that the vast, vast majority of rude, slipshod workers I encountered were increasingly polite and helpful with firm, respectful, empathetic management.

I guess my own observation is that too many businesses and managers (unwittingly) train staff in exactly the wrong habits… over and over and over, always blaming the staff, and never (ever!) thinking that their own management choices might be contributing to the problem. You just can’t find good help!

Again, too, I question the implication that the staff member didn’t care. Why do we assume this? Isn’t it possible that (e.g.) she’d just been chewed out for the sixth time by management for doing what she refused to do for you, and that her huffy manner was an inappropriate expression of appropriate frustrations?

Well said. You’re probably exactly right, too. I myself have no idea the reasons. I’ve never seen contempt for customers like this. It amazes me because I would (and do!) characterize Bajans as really kind, really good people. But far too many who work in service seem to be a breed unto themselves. I don’t understand partly because I myself get amazing satisfaction out of helping people who query me about a place to stay in Barbados. Doing so gives me the opportunity to make someone happy and — !! — I might even make a booking, which is how I earn my living. You can’t “train” an employee to care, though, can you?

ARGH.

by the way, we were longtime renters from Chubbies on the south coast and went through the same thing when we had to “join” the Chubbies in St. Philip. phone number, waiting period, deposit, first born, copy of mortgage, all for a tape that won’t play properly or a DVD that will just freeze for no reason.

ARGH.

ok, enough. Must. Have. More. Coffee.

I agree with “Me” saying that unfortunately she is just doing her job. It’s management that doesn’t have a clue. you own how many video stores and you require your customers to apply and be a member at each one?? In the 21st Century?? You have to be joking. and you close one store, so what happens with the members at that store.. they just go away?? Haven’t they heard of computers and networking??? and they don’t take credit cards either.. this is a problem for me actually.

I personally buy the for sale copies now, cause it’s easier than having to remember to take them back and my children and I get to watch them again and again.. and it was nice that she did tell you 2 were scratched, but remember, she was going to rent those to you at first.. so was it really good customer service when she said she wouldn’t sell them??

But.. it was her job.. she is on the front line of her employers business. She has potentially lost business for the owner by this one action.. Maybe someone needs to let her know…

It is entirely possible that Greg blames the woman for “decisions” entirely out of her control.

Not selling scratched DVD’s, not taking cellphone numbers et cetera aren’t really the issue here. The issue is her rude, unresponsive, and unhelpful *manner*.

Scientific research strongly correlates ongoing patterns of such behaviour with:
- perceived and actual absence of control in the workplace;
- abusive behaviour from supervising workers or bosses.

In other words, poor management.

Poor behaviour by low-level workers, and poor management by those above them.

I pray for our future.