The service paradox

An anonymous reader wonders why, since Bermudians are generally polite and conscious of the needs of others, there are so many complaints about poor service. He asks:

"If there’s one service, public or private, that we’d like to see transformed, what would it be? It could be something atrocious that needs to get into the 20th century. Or it could be something good that has the potential to be world-class. It might just be something simple, just a small improvement that makes it a better experience."

Comments

[Martin on 19.01.06 at 14:10]

I wonder whether the complaints about bad service are from Bermudians or non-Bermudians?

Bermudians tend to see the good in someone/something which I suspect prevents them complaining as a natural process.

The one public office I hate, is the Post Office. The main office reminds me of a training ground for Rottweilers, with staff that growl at you. It makes saying "have a nice day" a real joy for me!

The parish post offices can be more helpful, although the one near me in Smiths, seems to enjoy telling me what they can do to me if they want to, i.e. did you know that if you receive a parcel which has "no value" (e.g. a freebie) they will say...

"I am not going to charge you duty on this occasion - even though I am entitled to do so".

And they do so in a superior manner. Why can't people be pleasant? It takes so very little.

On the other side of the coin, the garages generally seem to have being getting their act together of late and are usually quite pleasant to you both at the pump and the shop.

Maybe we non-Bermudians are just too sensitive to poor attitude.

[SmokingGun on 19.01.06 at 14:25]

When people finally realize that it's "Cool to be Kind".

[sandgrownan on 19.01.06 at 14:43]

I think the belief that Bermudians are somehow more friendly, or are the nicest people around is a mistaken one. I don't think they are anymore friendly or unfriendly than anyone else.

What may cloud the view is that given the size of the island, everyone knows everyone, I exagerate, but you understand what I mean. It's therefore more likely to have "meet & greets" on the street.

As for poor service, i don't know, but I guess there's an arrogance amongst many of our service providers. Look how cablevison improved when WOW came along, the cell companies improved, competition is good. What I don't understand however, is why the "front desk" people, who presumably have little stake in the enterprise, can be so rude and unhelpful. It's particularly grating with public employees, you know the ones who work for us, especially at the airport for example. It's almost a power thing, add a uniform, it bestows a sort of authority, and it's downhill from there!

[Chris Broadhurst on 19.01.06 at 14:53]

I think the place that you can just about always guarantee lower than average service is any Government office.

Post office, immigration, customs, TCD it doesn't seem to matter. Its nothing new and has gone on as long as I remember.

In the private sector, service of that level is not nearly as common since the businesses eventually go bust.

[SmokingGun on 19.01.06 at 15:13]

"I think the place that you can just about always guarantee lower than average service is any Government office."

Next time you are dealing with someone from one of these offices just say with a smile: "So, are you on over-time?"

[bring back the boom box on 19.01.06 at 15:18]

I agree that the service level/friendliness level, will always be worse at a Gov run operation. For what reason, I do not know, but this is what everyone seems to accept.

However, I take personal offense to bad service everywhere else. If you are in a sales position, then it is your job to deal with customers. One should take pride in the job that they do. Do it efficiently and with a smile. If that's not the job that makes you happy then GET ANOTHER JOB.

Forced to do all my Chirstmas shopping on island this year due to poorly planned use of my vacation time and forced to eat out a lot over the holiday season due to my job has made me aware of a very surprising fact. The most helpful and friendly service staff are non-Bermudian. This was observed in both retail stores and in restaurants/bars. Can this be purely becuase non-Bermudians are on work permits and are afraid of losing their jobs?

I think it's more than this. I think Bermudians need to get over the stigma that working in the service industry is beneath them.

[sandgrownan on 19.01.06 at 15:21]

There is one exception to bad government service, in my experience, is Marine & Ports.

[Full Fullish on 19.01.06 at 15:25]

Sandgrownan - absolutely right! Never had an issue with M&P.

Actualliy I'd hate to also say it, but TCD has gotten a lot better.

I needed to redo my license due to change of address, in 15 minutes I walked out of there with a brand new one which was free! I'm still stunned!

[H Reardon on 19.01.06 at 15:28]

"What I don't understand however, is why the "front desk" people, who presumably have little stake in the enterprise, can be so rude and unhelpful."

I think you answered your own question--they have no stake in the enterprise.

A hotel and restaurant with a staff that got a portion of their pay from from the profits would kill the competition. Too bad the unions would likely not allow it.

I get some of the best service on the island at the Swizzle Inn--and I don't doubt that it has everything to do with the fact that the tip isn't already added in.

[sandgrownan on 19.01.06 at 15:35]

Reardon - too right, but it's not universal and I hate to say it but as Boom Box says the rudest folks in service positons are Bermudian and nicest are expats (although that's not exclusive - just a generalisation).

Runs for cover.....

[Walla on 19.01.06 at 15:36]

If i had to pick one it would be the Taxi service. It astounds me that they cannot give you an ETA of your taxi.

[sandgrownan on 19.01.06 at 15:49]

Why?..in some cases it's lack of a stake in the enterpise, in others it's the lack of need. Taxis are a good example. How many taxi drivers actually need to work? In many cases it's a part tiem retirement activity where they simply do not give a shit about service. That's why they won't take you to Somerset, or they don't turn up or are just generally beligerent. Replace them with a bunch of Sri Lankans or Malaysians. See what happens then.

In government offices it's a power thing, in restaurants it's a confusion of servitude verus service.

[Double Standards on 19.01.06 at 15:54]

What about the bus drivers? All you ever hear is how rude the majority of them are to their passengers, especially tourists.

[sandgrownan on 19.01.06 at 16:01]

I didn't know bus drivers slowed down enough to let passengers on board!

[Yet Another Limey on 19.01.06 at 16:35]

I’ve always assumed PTB pay for 2 people to be on each bus. One to drive the bus and give tourists hassle for trying to pay in cash and one to eventually wander up to the front and hand the tourists a bus token.

Every time I’ve been on a bus when a tourist has gotten on, there’s always been a helpful and generous Bermudian on hand to give then a token.

I’ve always assumed it’s some kind of rouse so people go on about how generous the Bermudian people are.

[44-40 on 19.01.06 at 16:37]

I would like to see cablevision improve because right now they suck big time. As of speaking A&E and Comdey Central's pictures are messed up. The History Channel and The Learning Channel are 3 hours behind what they should be(how they pull that off is beyond me). And usually there are at least 3 channels off the air at any given time.

[Martin on 19.01.06 at 17:02]

Walla.........

Did you mean EDA...Expected Day of Arrival...indeed if at all??

[Bill Cook on 19.01.06 at 17:11]

I am always pleasantly surprised how nice Americans are serving you in stores and restuarants at least in my experience esp in Atlanta and over in California but even in New York.

It used to be better in the 70s and faded in 80s here.

I hate TCD and have had horrific experiences there but to be fair a few good ones too.

Cablevision is pure CRAP and I put off getting a plasma tv due to the poor quality of overly repeated movies etc.

I give top marks however to the trash collecters and recall how hard they worked during the hurricane clean up.

My Paget post office folk have always been very good in spite of having the worst PO in Bermuda to work out of.

The nursing staff in KEMH are mostly great too with the odd exception.

To generalise it seems any civil service workers are indeed pretty awful esp at our airport just when you need a little TLC after an ardous journey.

[tilti on 19.01.06 at 19:16]

I think that all the plant nurseries in Bermuda are exceptionally well staffed with Sousa's being the standout one. Having said that, it drives me crazy when I inquire about bringing in unavailble plants and they say "we used to be able to get those, but someone in Parks was so rude to the American Distributor that they don't bother dealing with us any more as we are on such a small scale."

[RedOnion on 19.01.06 at 20:10]

I have had very few bad experiences with Government offices. My attitude from the start is to be friendly, and it seems to be reciprocated by the staff (most of the time). As stated above, TCD has improved drastically in the last few years, the wait time is much less, although occasionally the staff are a little gruff. The vehicle examiners could use a course or two in human relations though.

One new issue with service staff in shops, especially small ones, is that the customer sometimes has to wait while the sales person finishes their personal phone call. That irritates the shit out of me, and soon makes my naturally friendly approach turn into something more akin to a pit bull. It usually goes downhill from there.

[RedOnion on 19.01.06 at 20:28]

But to stay on topic, which I didn't do in my previous post, I feel that the first thing that needs improvement is the reception that tourists get at the airport, Immigration staff in particular. To state the obvious, they are the front line for arrivals, and if that doesn't go well, chances are the tourist is getting their vacation of to a bad start. Evry little thing we can do to bring a smile to a tourist's face will help in the long run.

[SmokingGun on 19.01.06 at 20:36]

The frontline is reflective of the topline. That's the way it works in business and most unfortunately that's the way it works in Bermuda in general.

If our leaders were a little more gracious and less full of themselves then maybe it would trickle down to the frontline. The trouble in Bermuda is you can't fire people because there is no-one to replace them. And they know it.

[Slowhand on 19.01.06 at 22:16]

"There is one exception to bad government service, in my experience, is Marine & Ports.

Posted by sandgrownan on 19.01.06 at 15:21"

Ha! are you kidding? Those at the token counter at the ferry terminal need classes. I have witnessed time and time again poor tourists who dared ask a question get shot down.

[Bill Cook on 19.01.06 at 22:21]

Slowhand I will second your opinion as I a senior citizen who travels free get treated with utter contempt with those ill mannered useless twats.

[Amin Swan on 19.01.06 at 23:13]

The problem with many Bermudians is that their Kindness and Friendliness is something that they grew up in and around, many have no problem being "NICE" but many lack the skills of problem solving, in other words, when a customer, be it a passanger on the bus, a guest in a hotel etc, have a problem, many Bermudians go into defensive mode first before they attempt to try and satisfy the customer. I have been in the hospitality industry all my life, both in the States and in Bermuda. Workers in America have been taught, very well, to first Listen to your customer, Empathize, Apologize, React then Notify (L.E.A.R.N.) never fuel the problem by tell the customer about the policy or making excuses, it's very simple, do whatever it takes to take care of the customer.

[sandgrownan on 19.01.06 at 23:18]

Bill, Slowhand, I have no experience of those at the ferry terminal I should have made it clear I meant those at the M&P offices, boat registration etc.

Although, the ill mannered useless twat is in evidence all over the island. Bermudianisation unfortunately breeds contempt and mediocrity.

[Amin Swan on 19.01.06 at 23:25]

Sandgrwnan says,

Bermudianisation unfortunately breeds contempt and mediocrity.

I dis-agree. It's the lack of training, re-training and accountability that breeds contempt and mediocrity.

I'm Bermudian and I fully understand what Flawless service should look and feel like.

[treating tourists on 20.01.06 at 05:47]

What about the staff at the VSB in Hamilton? I can't count how many times I have witnessed certain staff members be downright nasty or unhelpful to our visitors. I usually discreetly follow the tourist out of the offices, and offer them any help I can.

[Bandit on 20.01.06 at 06:59]

For me it has to be immigration at the airport. The long queues. The third degree. Eventually when you are done (usually after the best part of an hours wait), if the assistant is in a good mood they might say "Welcome to Bermuda" with a voice and expression like you are Nelson Mandela just arriving at Robin Island.

This is what tourist (as I am now) see as a first impression and is diabolical.

[Raptor on 20.01.06 at 08:24]

Treating tourists, I agree with you about the VSB. I went in there with a visiting friend to get him a map. We were very polite. The man behind the counter grunted at us. I was amazed--at The VSB! My friend got his map. I saw that it was a new, updated version that I did not have. I asked for one too, explaining that I've found it very helpful to guide visiting friends and that I try to do my bit for tourism. I got my map, but with a very unpleasant glare. You would have thought I was stealing something! My friend was really surprised at how we were treated.

[Raptor on 20.01.06 at 08:29]

Amin Swan, I like your "Listen to your customer, Empathize, Apologize, React, then Notify (L.E.A.R.N.)." But how can it possibly be that people are put into jobs dealing with the visiting public, i.e., tourists, and not even be polite? I appreciate what you're saying about defensiveness, but a number of the posts here are about people being rude for no reason at all. Why be rude because I asked for a map, for instance?

[Martin on 20.01.06 at 08:36]

Amin...

"It's the lack of training, re-training and accountability that breeds contempt and mediocrity.

I'm Bermudian and I fully understand what Flawless service should look and feel like".

It's nothing to do with training. You know what good service is - so do all Bermudians. Some - sadly - just cannot be bothered.

[Amin Swan on 20.01.06 at 09:26]

Martin,

It is all to do with training, but I also mentioned re-training and accountability. Here in the states, screw up more than 2 times and you're out the door. Most people can be "Nice" but let a hotel guest say that they hate the room they got, or they did'nt realize that they could not use a dollar bill on the bus, many service providers on the Island would say "Sorry But" instead of finding a way to fix it for the sake of the bigger picture, which is keeping the tourist/customers happy.

[Full Fullish on 20.01.06 at 10:03]

Hi Amin,
"Here in the states, screw up more than 2 times and you're out the door."

I think you sum it right up here, no accountability and no consequence of actions. People get let off too much crap here. Floor managers and supervisors need to listen to how their staff are handling the customers, regardless of the industry.

It's also a problem with Bermudian customers, we are far to apathetic in nature and tend not to say anything after being treated rudly. For instance, I was shopping up at Whites at Southside one day for a BBQ I was having. I was purchasing 14 Ribeye steaks. There were 16 on the shelf and one of them looked a little brown. What I didn't notice was that one of them wasn't priced yet. So I checked out and the cashier asked me if I wouldn't mind getting it priced. So I walked back to the butcher and asked him if he could quickly slap a price on the package. He suddenly started saying to another customer "Oh he has to have this one steak, he couldn't go get another one from the shelf!". I was absolutely stunned to the point where I was about 5 steps away from the counter when my mind kicked back in and said "Oh no he didn't!" I marched straight to the managers office and made and made a complaint about him and about the fact that for $14 Bucks for a steak, I should be able to choose any god damn steak I wanted in the place! Apparently I wasn't the first to make a complaint about it. I was told that the next time I came back to shop he wouldn't be there anymore. The next day they sent the butcher packing. Oh and he wasn't a Bermudian either (I've run into some really good Bermudian staff in the service industry too, and I think I shall start singing their praises.). Now by this I'm not saying that we as consumers should start nit picking things to death, however we shouldn't put up with lousey service and rude manners any further. I for one have ceased putting up with it. If we start sending a message back to the business, they will eventually do something about it. As I'm a consultant, even I had to do Quality Assurance training, which even to this day is quite valuable in dealing with the public. It's a course that's offered locally and it's quite informative.

[Amin Swan on 20.01.06 at 12:27]

Full Fullish - there you go....It's prevalent throught Bermuda. Another thing I failed to mention was that many employees especially Union employees feel entitled to these hospitality jobs, they also know that the Union will at times defend their WRONGS along with their rights. I've had many opportunities to come home as a Manager in a local hotel, but I am terrified of how the 15,20,30 year employee's would accept me. I am one for flawless service and would accept nothing less. I would probably get eaten alive in Bermuda. (Remember the CoCo Reef General manager from Trinidad - they ran the woman out of the country)

Atlanta, GA

[SmokingGun on 20.01.06 at 12:31]

Full Fullish - I on the other hand would have said "You're right, pardon my laziness" and walked away. I would then have proceeded to the check out counter and told the cashier that the Butcher said it was on him.

[Murmur on 20.01.06 at 15:04]

Re: Marine & Ports
The Moorings and registration guys and almost all the on-ferry staff are very professional and helpful. However there is one particular ferry guy (lets call him Sarge) who is notorious (it's painfully funny to watch him in action) for shouting at people to sit down! until he's good and ready to let them get up. He sure needs to LEARN something. Can't impress the tourists much to be shouted at by a service provider.

Bus drivers are often unaware of their obligation to provide customer service. They glare at you for bringing a stroller or grocery bag on board and often drive like maniacs. (Frequently over the unofficial speed limit of 50). That's the service I would improve if only one could be improved.

[Yet Another Limey on 20.01.06 at 15:12]

"However there is one particular ferry guy who is notorious for shouting at people to sit down!"

Oh yes, I know who you mean and I'm glad he doesn't work my ferry that often.

Apart from him the rest of Marine and Ports are great, and I think that the parks department do a great job too.

[loki on 20.01.06 at 15:13]

"However there is one particular ferry guy (lets call him Sarge) who is notorious (it's painfully funny to watch him in action) for shouting at people to sit down! until he's good and ready to let them get up. He sure needs to LEARN something."

This has to be the same jerkoff on the ferries that I cannot stand. The guy reeks of attitude if you're not one of his aceboys. Case in point: I usually take the Rockaway ferry and travel using a monthly pass. The first day back to work for me after Christmas 2004 was the 3rd January, I believe, and because of the Christmas vaction I hadn't been able to pick up a monthly pass for January before the one for December ran out. Not a problem: this happens to people quite a lot and the guys on the ferry are perfectly happy to let you on at Rockaway and let you buy a monthly pass on your arrival in Hamilton. NOT 'SARGE'! I got, "yeah, you can get on if you have four dollars for the trip", and "what? You think this is a free ride? You think we're a charity". I actually had people offering to give me ferry tokens. The guy is a complete jerk.

[Amin Swan on 20.01.06 at 15:58]

I hate to say this but your ferry stories are ticking me :) Did anyone report this guy? or better yet, put HIM in his place?

[Amin Swan on 20.01.06 at 16:05]

Murmur,

If they can change the name of Janitors to Sanitation Engineer, surely they can call Bus Drivers a "Customer Service Chauffer" maybe that'll help.....sort of a joke but serious at the same time.

[Lost in Bermy on 20.01.06 at 21:52]

The phrase "shit rolls downhill" comes to mind. We have a leadership full of apathetic and inconsiderate political "bullies".

Though I do not agree that all service in Bermuda is poor, I do believe that the majority of government employees and civil servants are following the poor example set by their superiors. If our own elected civil servants are not responsible for their actions and show no respect to the people of this island, why should their underlings?

I do believe Bermudians who love this island will continue to strive for excellence. I have had many pleasant experiences in Bermuda that make me love being Bermudian.

Unfortunatly many people are hired in the service industry, and are not held accountable for their poor service skills. Little to no job training is offered by many service employers. Many supervisors are too busy performing remedial tasks due to under staffing, that they simply can't oversee the service staff. It is our job to point out poor service to management. We can all play a role in TQM.

[SmokingGun on 21.01.06 at 12:25]

I'll always take a kind, considerate dumb-ass over a rude, obnoxious smart-ass..... ;)

[Bald Eagle on 21.01.06 at 22:06]

For me it's the male bus drivers, for whatever reason the women seem to be more friendly especially when smiled at first!
The guys need to be sent for some serious training in customer relations as I have so often seen them giving tourists who have no tokens a hard time. Sometimes even a polite question about the destination of the bus will bring forth a sneering, sadistic attitudinal response from male drivers who seem to gain pleasure from watching young, often female, visitors squirm at this treatment.
Why don't PTB put out one trip vouchers that the drivers can hand out for visitors who have missed the notices that only correct change, tokens and tickets are accepted on buses and ferries, with instructions on the reverse as to where and when tokens and tickets can be purchased, ending with a message...'Welcome to Bermuda,we hope you enjoy using our island wide transportation system'.
So..a handful may abuse it but which is worse, the status quo or having our visitors go away with the message that there are pit bulls in most back yards and at the wheel of many buses?

[Bald Eagle on 21.01.06 at 22:12]

Sorry guys, my last paragraph didn't read as it should. What I meant to say is 'So ..a handful may abuse it, but which is worse, having visitors go away with the message that there is a pit bull in most back yards and at the wheel of many buses or hailing our transportation system and the courtesy of its drivers as one of their best experiences?.

[Yet Another Limey on 23.01.06 at 09:04]

I think someone has had a word with Sarge, today he said something along the lines of ‘in the future could the people who stood up please wait until we are docked’.

[loki on 23.01.06 at 09:09]

"I think someone has had a word with Sarge, today he said something along the lines of ‘in the future could the people who stood up please wait until we are docked’."

Definitely. He usually just backs, "SIT DOWN!!" On one occasion, I stood up and started to move to the front of the cabin when he suddenly barked the order to all and sundry. There were no free seats near to where I was standing, so I started to walk back to where I had been sitting, when he suddenly barked at me: "I SAID SIT DOWN! YES, YOU! YES, THAT MEANS YOU!"

Nice!

[Full Fullish on 23.01.06 at 10:10]

Are you serious, you aren't allowed to stand up on a ferry, let alone walk around? I have only taken a ferry about twice in my life here, and I was standing at the rail upstairs when I did, no one said anything to me. This guy needs to loose his job or be reassigned to someplace behind a desk with little or no public viewage.

[Double Standards on 23.01.06 at 16:28]

Lets not get started on the traffic wardens!!!

[Turtle on 23.01.06 at 17:11]

Let's be fair to 'Sarge'. I have travelled on the ferry for years and have always found him to have an abrupt manner but a kind heart.

He is probably a little assiduous in carrying out his duties - especially with respect to getting passengers to remain seated (I was aboard and saw the incident that loki describes) - but he is trying to do his job, which is to get us to our destination safely.

If someone has had a word with him about his abrupt manner, and he is able to incorporate that information into his routine gracefully, lets give him credit for it.