The views expressed herein are solely those of the writer and do not necessarily reflect the views of One News SVG.
By Adrian Odle.
A modern building does not automatically create a modern service. We can construct impressive facilities and install new equipment, but if Vincentians are still being frustrated, disrespected and treated as though their time has no value, then we have simply placed an old and inefficient system inside a new structure.
I was extremely disappointed to read the recent complaint of a customer who reportedly arrived at the Modern Port before 11:00 a.m., completed the required processing with the Port Authority, had the goods valued by Customs, and was then told that the cash desk had closed. The customer was reportedly instructed to return on Monday, even though the delay in reaching the cashier resulted from the very procedures imposed by the authorities. The first thing that came to mind was “What nonsense is this?”.
If this is both accurate and a continuous practice, it is heartless, unreasonable and disrespectful to hardworking Vincentians. The customer did not delay the process. Why, then, should the customer be punished for the inefficiency of the system?
Allu cyah make people go through the whole process, reach almost at the end, and then tell them, ‘Cash close, come back Monday.’ That doh make no sense.
People have jobs, families and responsibilities. Some travel from far country, leeward or the Grenadines. Transportation costs money, and taking time away from work may mean losing income. Delaying the clearance of goods can also affect businesses and create additional expenses. These inconveniences cannot simply be dismissed as though they are insignificant.
Let’s look at a supermarket. Once a customer enters before closing time and is already shopping or standing in the checkout line, the cashiers do not ordinarily shut down their registers and tell that person to return another day. The doors may be closed to new customers, but those already inside are given a reasonable opportunity to complete their shopping and pay. It just makes sense.
If a person enters the system and begins processing before the established cut-off time, that person should be permitted to complete the transaction. The relevant question should not be whether the customer physically reached the cashier before 11:00 a.m. It should be whether the customer was already being processed before the cut-off time. Once the authorities accept a customer into the process, they should also accept responsibility for completing that customer’s transaction.
You cyah have the Port open, Customs working, customers processing, and the cash desk close.
This complaint is particularly troubling because it comes shortly after I publicly urged businesses and institutions throughout Saint Vincent and the Grenadines to improve their customer-service practices. Good customer service is not a luxury, nor is it something to be reserved for tourists, wealthy or influentialpersons. Every Vincentian deserves to be treated with dignity, patience and fairness.
Customer service is also more than smiling or saying ‘good morning.’ It means creating systems that work. It means providing accurate information, coordinating departments, anticipating delays and ensuring that customers are not punished for failures over which they have no control. The people are not an interruption to the work of the Port. Serving the people is the work of the Port.
I am therefore deeply disappointed in the management responsible for establishing or permitting this practice. Frontline workers generally follow the policies given to them. Management must ensure that Port processing, Customs valuation and cashier services operate on coordinated schedules. One section should not continue directing customers towards another section that has already closed.
I am demanding that the authorities immediately introduce a ‘last customer in the system’ policy, allowing everyone who begins processing before the cut-off time to complete the transaction. Cashier hours should be extended where necessary.
The Port must also publish clear operating hours and establish a proper complaints system. Most importantly, every customer must receive the same standard of service. No Vincentian should have to ‘know somebody’ or telephone an influential person to obtain assistance that should be available equally to all.
For too long, poor service has been excused with the words, ‘That is just how things does work here.’ We must reject that mentality. That is not how things must continue to work.
This issue is bigger than one customer and one cash desk. It is about accountability, fairness and respect. We must stop normalising inefficiency and institutional disrespect. Vincentians pay taxes, duties, fees and service charges. Our time matters, our labour matters, and our dignity matters.
The management of the Modern Port should investigate this complaint, explain how such a situation was allowed to occur and immediately correct any policy that produces this unjust outcome. I will wait for this patiently.
Vincy peopluh must stop accepting inconvenience as normal. A modern Saint Vincent and the Grenadines requires institutions that are modern not only in appearance, but also in attitude, efficiency and accountability.
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