Caribbean

Business owners…..Make your employees soar. Train them!

Date: June 18, 2023

Author: Michelle L. McDonald

Categories: Business, Caribbean, Customer Service, Employees, Learning & Development, Training

As the description in this video says, well trained and knowledgeable employees make all the difference to a business’ revenue and profit. It’s no wonder that the best companies have a Human Resource Development strategy aligned with their business goals. And yet, so many business owners, especially who offer services, do not invest in a good training programme for their employees, including new hires.

I saw this scene while driving recently. My first thought was “whoever is operating that back ho, is very brave!” But then I reasoned that if the operator was very skilled because of good training, this excavation would be a breeze. However, it also occurred to me that the owner of this equipment would NOT hire someone to operate it who was not trained.

Herein lies the value of training. If you wouldn’t put a new hire to excavate this hillside on his or her first day on the job, why do business owners of, for example restaurants, retail shops etc put new employees to serve customers on their first day? Apart from it being unfair to the employee, it can hurt the business financially. A few days after I was driving by, I notice that a part of the back ho was broken. Could it be that either the driver was not trained and caused the accident, or was the person who serviced the back ho incompetent?

The lesson is invest in training. It does not have to be expensive. In fact, it is likely more expensive to NOT train employees.

“We are not allowed to sell it without the bread”: When companies get too big to personalize their offerings

Date: September 18, 2022

Author: Michelle L. McDonald

Categories: Caribbean, Customer Service, Food, Travel

I was recently in Trinidad and had to be at the airport early. The restaurant at the hotel where I was staying, had not opened by the time I had to leave for the airport. After I checked in for the flight, I went in search of breakfast. I saw on the Subway menu that they had eggs and bacon. I am trying to avoid eating processed carbohydrates, so I asked for the eggs and bacon but without the bread. The server said I had to have the bread. Puzzled, I responded that I don’t wish to have the bread. I was still not understanding why I couldn’t just have the eggs and bacon by themselves. With a “you are bothering me” look on her face, the server called the Supervisor.

After a few minutes, the Supervisor came over and I explained that I had asked for the eggs and bacon without the bread. She confirmed what the Server had told me: “We are not allowed to sell it without the bread.”

I walked away thinking what would happen if they removed the bread. Would it throw off their inventory numbers? Would she get in trouble? The other thing I thought was maybe it came pre-packaged and they couldn’t separate it. But she didn’t explain, nor did she offer a solution. Isn’t that what good customer service is about? Trying to satisfy the customer, and one who was hungry?

I asked around for local breakfast and I was directed to the Food Court, a short walk away. There I found the Bodega De Andries booth where I had a choice of a variety of items, including eggs and bacon….without bread.

Ms Sharon Andries-Franklin, after a bit of a quizzical look when I confirmed I did not want the coconut bake, cooked two scrambled eggs with bacon. She asked if I wanted vegetables with it (yes) and salt (yes). I paid $6 more for that meal than I would have paid for it at Subway.

You know in the movie Pretty Woman, when Julia Roberts’ character shopped up a storm, then went back to the store attendant who wouldn’t serve her because of how she looked, and said “big mistake” after establishing that she worked on commission? Yeah……it crossed my mind.

But instead, I walked past Subway without saying a word. I sat and ate my delicious hot, freshly cooked eggs and bacon, a satisfied customer because Miss Sharon had personalized the service and gave me what I asked for.

Big corporations must find a way to provide a customer experience that satisfies an individual customer’s needs, within reason. Customers do have a choice and they will vote with their feet, thereby reducing the company’s revenues.

Can you think of a big corporation which is able to personalize their offerings according to what the customer wants?

Grenada Vacancy – Attorney-at-Law

Date: October 18, 2020

Author: Michelle L. McDonald

Categories: Caribbean, Grenada, Job Vacancy, Law Firm, Lawyer

Veritas Legal is seeking a dynamic Attorney-at-Law to join their team.

Minimum Academic Requirements and Experience:

Bachelors of Law (LLB)
Legal Education Certificate (LEC)
Two (2) years’ experience in Corporate, Commercial and Civil practice areas

Skills:

Analytical Ability
Excellent Attention to Detail
Sound Judgement
Good Time Management and Organizational Skills
Persuasiveness and good articulation
Ability to interact well with others

Interested persons are invited to submit their application
by 31st October 2020 via e-mail only to
info@veritas-legal.com

**Short listed candidates will be further contacted**

Vacancy: Associate for Accounting firm in Grenada

Date: October 26, 2019

Author: Michelle L. McDonald

Categories: Accounting, Business, Caribbean, Grenada, Job Vacancy

RSO & Co. Ltd is an independent firm of chartered accountants providing professional accounting and business advisory services to small and medium sized enterprises (SMEs) in a variety of industries.

These services give clients the ability to make business decisions in real time, thereby assisting them to achieve their business objectives. Our strategy is therefore built around being technology enabled, delivering outstanding value to our clients and empowering our team.

The Associate is a full time permanent position and would be assigned to perform meticulous after-the-fact bookkeeping and accounting duties for a growing quality client base in a variety of industries, according to established guidelines and procedures in compliance with international standards. This is a great opportunity for a professional who has recently qualified and would benefit from being mentored and trained by a leader in the Accounting field. Opportunities for further studies would be provided and encouraged.

The following are the ideal mix of experience, education and personal characteristics: –

At least one (1) year’s previous experience in performing the following:
- After-the-fact bookkeeping and accounting tasks (includes data entry; balance and reconcile accounts; analyse invoice/expense reports and post transactions correctly; prepare payroll and remittances for statutory deductions; accounts production)
- Audit procedures in the areas of cash, receivables, inventory, fixed assets, payrolls, and expense analysis
- Review and audit business transaction cycles including cash, capital expenditures and other income and expenses
- Research audit issues, utilise electronic databases, review-track financial information and utilise audit related software, if applicable
- Tax compliance and tax preparation assignments and file tax returns at Inland Revenue Division (IRD)
First degree in Accounting or Finance related field with strong technical aptitude and skillset
Evidence of critical thinking, analytical, problem-solving and communication skills
Friendly and sociable disposition as part of a service-oriented personality
Ability to critically review own work
Experience of accounts preparation and tax work for SME clients
Experience using Microsoft packages, internet, email and computerised accounting packages
The requisite stamina to complete intense work to achieve critical deadlines

Please apply by November 5, 2019 via email only to caribbeanvacancy@gmail.com

**Shortlisted candidates will be further contacted**

Vacancy: Operations Manager (Grenada Real Estate Company)

Date: July 15, 2019

Author: Michelle L. McDonald

Categories: Business, Caribbean, Grenada, Job Vacancy, Real Estate

Our client is a growing Real Estate company in Grenada which provides services in sales, rentals, multi-unit property management and valuation.

A vacancy exists for the new position of Operations Manager. The job holder’s main focus would be to build on the current operating systems in order to further improve efficiency and effectiveness in all divisions. The expected outcomes would be financial growth and provision of excellent real estate service by a team whose competencies have been further developed.

This would be ideal for a Caribbean professional with the following mix of experience, education and personal characteristics:-

1.Previous work experience in a structured dynamic organisation where duties included:

managing a dynamic team and growing their competencies,
developing workflows and written standard operating procedures which led to excellent customer service ratings and higher returns,
strategic planning, implementation and monitoring of sales and other targets,
developing and implementing successful marketing strategies,
budget planning and control, payroll management as well as financial reporting, and
conducting training

2. An Operations, Business or Finance related degree

3. Sociable and service-oriented personality

4. Analytical and detailed approach to work and decision-making

5. Demonstrates integrity and accountability

6. Working knowledge of software programmes including Dropbox, QuickBooks, Microsoft Office Suite and Google Apps

7. International working and living experience as well as conversational ability in a foreign language

8. At least 2 years’ regular driving experience

Please apply via email only to caribbeanvacancy@gmail.com

A copy of both sides of your driver’s licence must be included.

**Shortlisted candidates will be further contacted**

Service requires empathy…..and patience!

Date: February 16, 2019

Author: Michelle L. McDonald

Categories: Bank, Caribbean, Customer Service, Emotional Intelligence, Grenada, Jamaica, Service Excellence, Skills, Training

It was the typical scenario…..peak period in the bank and only 2 Tellers out of a possible 5 working. There was a Greeter who was asking people in the packed line what transactions they were there to do.

Sidebar: I don’t know which smart bank manager came up with this idea. It is NOT a good one as it breaches confidentiality.

Back to Miss Greeter. When I saw only 2 Tellers, I told her it might have been better if she was working as a Teller, given the shortage. Well she snapped from being the Gleeful Greeter to the “this is where they have placed me and what are you going to do about it?” persona. Seriously, I would have loved to have used a video of that interaction to show my trainees of how bodies leak information and what we are thinking.

Thankfully, I didn’t fall asleep while waiting. Relief as “next customer waiting” was me. I greet the Teller, comment on the many customers and few Tellers and asked her about her break time. We exchange a few more words after which she dealt with my loooooooooooong transaction.

I therefore had time to reflect on the difference on the two interactions. I realised that the key thing was that the Greeter did not express any empathy at all. The Teller could teach her a thing or two. Some skills come with practice I guess. I will be patient and hope the Greeter ‘gets’ the Empathy lesson.by

Handling an irate passenger

Date: August 25, 2015

Author: Michelle L. McDonald

Categories: Airlines, Caribbean, Customer Service, Employees, Service Excellence, Service Failure, Service Recovery

Recently I was on a flight in the Caribbean and witnessed an incident involving a non-Caribbean family and a Flight Attendant. I observed how it was handled and will share some pointers on what could have been done differently to ensure the situation did not escalate.

The passenger boarded at the rear of the plane with his family, which included small children. My attention was called to them when I heard the passenger shout “how many times do I have to show them? I just showed the man down there!!”

Apparently, he was irate at having to again show his boarding pass, which he had already shown the airport security personnel at the bottom of the stairs. The Flight Attendant’s voice became somewhat raised as she asked the gentleman again for the passes, which had the seat assignments on them. During this time, other passengers were waiting to board and some of those already on board were waiting to use the washroom. The incident continued for what I would consider longer than acceptable.

Responsiveness

Date: April 16, 2015

Author: Michelle L. McDonald

Categories: Caribbean, Employees, Service Excellence, Service Failure, Service Recovery, Training

One of the five dimensions of the SERVQUAL model of Service Quality is Responsiveness. The usual explanation of this dimension is “the willingness to help customers and to provide prompt service,” suggesting that it is applicable to a real time service experience. After an incident at the supermarket one day, I chose to test their degree of Responsiveness over 24 hours.

At the cashier check out station near to closing time, she tried every code she could and none worked for the Sunflower Seeds I had picked up. She left the station, went to look at other packs, spoke with another employee, then came back and apologized, saying she could not sell it because the code was not in the machine.

I had to go back into that supermarket the next day, so decided to test their responsiveness by picking up the Sunflower Seeds again. Success! I was a happy customer.

Imagine if the cashier on the first night had passed on the issue, and the responsible person did not take action. Of if the cashier did not pass on the problem at all. The customer would have noticed it. The challenge of leaders is to let each employee see how their action directly impacts on service. On this occasion, there was a positive outcome. When I next see her, I will definitely congratulate her on the action she took.

What are you doing to ensure that your employees are responsive?by