To be or not to be |24 February 2021

The time is … yesterday.  It is all overdue since then.

How did we get to this stage? Young children standing up in cars while parent is driving; infants on parent’s lap or hanging their head out the window or out of the sunroof while the parent is driving…  There is nothing cute about this.  This is taking away some major development skills from the child, the skill of obedience and discipline. So how do you expect the child to listen to you and understand when comes the time that you do have to assume the role of the responsible mother or father?  The child will always be in a “play” state and will not take heed of what you are communicating or have any reverence towards you as the parent.  How does this affect the child while growing up?  No need to see a movie to understand but look closer at what you are doing and how the child is behaving.  You are taking away a major part which moulds their core identity as you opt not to take your role seriously.  What the parents suppress the children express.  Same with customer services.  If the environment is nurturing, disciplined, structured, transparent, gives one a sense of pride of belonging, encourages growth, makes one accountable for one’s action, recognises proactiveness, the employee would, in principle, strive to be more.  Then again, this will be for those who have a very strong Identity and understand how to separate the “what is expected of me” from “who I am”.  Now let us open the window of customer services with a question mark.

Meeting a cashier as the final experience of the accumulated stress of walking between the aisle not finding what you really need however being grateful for what is available, come to the till, no greeting! My cheerful quite vocal “good morning” ended up sounding like an echo in a cave.  A beautiful morning at the STC Hypermarket, and come to the check out, the first greeting I got was “this is not the ticket price”.  The cashier was referring to one of the products from my cart. Taken aback and puzzled I turned the package around and showed the personnel the ticket price stuck on the back of the package.  Bluntly, without eye contact and in a matter of fact tone she said “it should be at the front of the package and not at the back”! Now, being scolded as a contributor towards showing that the existence of this supermarket should be something that we should one day be proud of, as I am a loyal customer and so are many others, this was not quite becoming.  She snatched the package, beckoned one of the floor staff, who embarrassingly asked where she should stow it and she casually said “put it back where it comes from”.  Loud and crisp with no apology.  For a minute you just have to see the ironic humour in this.  One cannot be that detached from their role, really?  In so doing, having it dropped into the same chiller, another buyer would later pick it up and go through the same dilemma.  Did you just enjoy this short read?  Well, it isn’t a script for a telenovela, it did happen and it is a crying shame. This is what we don’t take seriously. Just for another Seychellois to go through this is insulting enough. Surely, we can’t think that being an island nation, in the middle of the Indian Ocean, surrounded by water, we don’t need others to survive to a certain extent? This should not be treated as the norm like “that’s how they have been for a long time”.  Everything starts from the top.  Management has a crucial role to play and need to have the right skills, exude the qualities to be mirrored and should have the will to extract the best out of all staff.  The Supervisors need to be present as reinforcement pillars with the right know-how, expertise, to groom the ones at the lower level by showing them what it means to be of value or of service, to have a sense of worth and help them to be constantly reminded on what their role entails and requires.  We need to understand that we are on borrowed time, it’s either learn to BE that different person wholeheartedly with humility and looking at it all from a different angle or learn something new.  We can scream, shout, nothing will change until we treat all as individuals and really bring to light what is within them, what they are really portraying, how they can be different and the benefits.  One cannot just apply for a job and be placed to serve if they can’t stand working with people.  In this case they should be away from the limelight where they can be quietly at their best.  It should not be a case of I come, I wipe, I sit, I scan, I swipe, I reconcile cash in till at the end of the day, I leave and come the end of month comes my confirmed salary. Everyone should be accountable for their behaviour or action.  Name badges that identify each serving individual would be useful. A customer services experience presence on the floor, one that can be identified as having the role (different coloured shirt etc), would definitely be an added plus. Doing polls on the Company FB page, to find out the customer service experience feedback would be an easy option and more user friendly than logging on to the website. After all these years in existence, I’m sure that the aim is to strive to be the recognised and to be the national much coveted brand. It should be noted however that there are a few who will be kind, resourceful and present, that must be said, and I would like to say “thank you” to them.

So, tried to buy some vegetables at the small makeshift market at Roche Caiman.  It is one place I adore as there is always such a variety yet there always has to be that one pleasure killing bomb that needs to explode once in a while.  A lady comes over, who was clearly a foreigner with an Indian complexion. She politely points out to some red lettuce and asks for the price and the vendor says “R25”. She then picks up 2 bunches and with a beaming smile asks “how much will this be”? Showing the two bunches in her hand.  The vendor changed from a pleasant demeanour and all of a second started shouting:  “Are you telling me that you don’t know how to count lady? He shouted and continued “If there are two bunches that means it’s R50, do you think I don’t know how to count”?  The lady was more embarrassed than anything, paid the guy and left.  I sincerely would have left his lettuce on the table and gone.  Something we don’t understand is that bargaining or going for the better deal is something that is totally normal in other cultures.  Something like buy one for a price and two for a lesser sum of the combined price of two. It is about the art of selling and closing the deal, something that here is seen as an insult for most.  Education is of the essence.  No one has to spend their hard-earned cash with you; however, when they do, they should feel that it was an experience rather than just an expense, and that they would come back again.

Something amazing and refreshing happening is that quite a few people are becoming more resourceful and selling online.  Really superb!  These are the ones who do try to make a difference and have understood that the need is to be different and present. Although what is sad is that there are a lot who end up copying what the other is doing instead of coming up with complementing or new ideas to add more value. For other cases we do have a few hiccups where some simply don’t understand the basis of a nurturing customer relationship.  Everyone can sell on facebook, however it is your humble approach, your willingness to know what your prospect wants and your dedication to turn that prospect into a customer that sets you aside from the rest.  Valuing yourself means having a sense of value, a sense of self-worth, accepting that you have strengths and weaknesses, that you relentlessly try to grow, eager to learn and better yourself to be more.  Is your core value helping people, being of service, making someone else smile, by doing more than is expected of you and giving more than is anticipated?  If yes, then you should be able to give value to others naturally.  It is not just about the price, it is more about:

-           The initial approach: Say thank you to someone who is contacting you. Tell them that it is a pleasure to be of service.

-           The learnings: Ask how this person got to hear of you?  Was it through your advert or is it through a friend? This is imperative for your marketing data.

-           Your kept promise: do what you say you will do when you say you will do it.  Communicate in a timely manner, apologise if something is not available.

-           Always give feedback: always give an informative answer and keep the person in the loop.

There are many more rules to this entanglement of sales approach which would result in monumental increased sales conversions, which have not been mentioned in the list above.  The ones mentioned are just a meagre few.  Trying to make a quick rupee, not being attentive to what is being communicated by a prospect is not a long-term game at all.  Learn to listen, learn to ask questions in a polite way, learn to appreciate and be grateful that someone has reached out to you, learn to say thank you as if you mean it, learn to be respectful, learn to always be present so that the customer will buy from you over and over again. 

Come difficult times, everyone in the serving industry should understand that they have been given a chance to practice towards perfection now, which is long overdue since yesteryear.  Nothing comes without practice, hard work, dedication and true intention.  I do take my hat off to those who do strive to excel.  These are times that are certainly more than trying, detrimental to a lot of businesses and threatening their existence.

You, being at the end of another phone call means that you are the most important voice that the caller has had the privilege to be connected with.  Make it worth their while. Sit up with your back straight, ensure you have your notebook in view for notes or your screen on if you are to type it in, introduce yourself in a clear voice by giving your name, post title and the department / company you represent, speak slowly, articulate, be present, listen and listen attentively and actively.  Be the voice.

You, being a supplier of a service or goods, ensure that what you are selling is of quality and do not blame the buyer for your products’ or services’ shortfalls or for any unexpected breakdowns.  Apologise and try to reconcile.  Find ways of being of service and show some empathy.  Stop this “si ou pa kontan kite” attitude or “sa pa normal, pa kapab ki sa pa pe marse.  Definitivman en lot dimoun in touse” attitude. Be the supplier or service provider.

You, being at a reception or the first face someone will see once operations will have some sort of normality, ooze with intention, have empathy, listen with mammoth ears and deliberate with a professional demeanour. Ensure that you are well versed in procedures and provide details clearly with integrity.  No use blaming others.  You are part and parcel of a team and it is imperative that you understand what this means.  Cultivate good workmanship, honesty, clarity and resort to being rather than doing. You are the one who has got one chance, just a few seconds with each person to make it an experience of a lifetime. Remember, if you are wearing a uniform, you are, whether you like it or not, the ambassador for that company, ministry, department and other.  You should have a sense of pride to be a representative, to be working with professionally heightened values and not flaunt your lesser self.

You, being a sales person in a shop, welcome everyone who walks through the door with a genuine smile and voice out your welcome genuinely. Meet them at the door, ask questions, give alternative options, be respectful, be present, ask them how you can better serve them. Be the presence.

You, being a business owner who has people serving others, do not say that “I have sent them (staff) for package courses and they did great for a couple of weeks but then they became worse”.  Think what you are dealing with and what you want your outcome to be. These are people, individuals. Most of the time, they just do what they do as they feel weak with no purpose, misguided, with no drive and no aspirations. They need to get to know themselves first, what they are about, why they have certain beliefs, the scripts that they have imprinted in their everyday life and more.  Sometimes they simply emulate what they see in others of higher statute in the business or environment, as they feel it commands an air of respect, something they want too. Be the Business owner.

You, as providing a delivery service online, always have a section for reviews and get back to the person who ordered from you with their first order for the first time. The Seychelles market is small so building relationship on such a level is the golden opportunity that you most probably would not have if you were operating overseas. You can learn from your mistakes and grow stronger than your competition by providing a service with transparency and strong presence.  It is like saying to your customers “your feedback is of value to us and we want to be better at what we do”.  In most cases you might be surprised with some amazing praise and congratulations which will certainly boost your morale and make all the hard work well worth it. Be the online delivery service provider.

We are not just beautiful scenery, beaches and sea, we are a beautiful mixed nation. We are people with so many talents. We have to be human, accommodating, sincere with integrity, welcoming wholeheartedly and giving.   We have to remember to give thanks to everything, be it rewards or teachings.

There is this quote in the book entitled ‘Discover your hidden treasures’ which I find quite fitting and indulging:

“Potential is whatever you can do,

But have not done yet,

All that you have,

But have not got yet.

And all that you are,

But have not yet become”

Live with passion and serve with passion. Make that one chance you have got called “now” monumental and leave a legacy of goodwill signed with your initials. Repeat your affirmations every morning when you are ready to start the day.  Learn to say thank you for every single sunrise that you wake up to and each sunset that graces the start of a night.

Learn and rejoice to “be” more, than one initially seeks for.

For those who communicate this lack of passion, lack of interest and non-delivery in work places and other, remember, you can only connect with someone in the language, manner or through the medium that he / she can comprehend, connect with and is familiar to.  We communicate with a child through toys, songs, paint and all that brings wonder, joy and calm. As an adult, we all have an inner child that needs to be discovered, nurtured and congratulated when we are doing what is right. Be clear of what is realistic and the teachings that need to be embraced. Communicate the remedial journey that is to be undertaken and implemented.  Share newly introduced or to be introduced structures, defined goals with the set lead times so that people will learn to participate and are part of the process. Point out what pilot studies, suggestive inductions which could be introduced as a path towards a turnaround and scale able growth.  State the repercussions to believing that “the state will have to take care of me”, instead of “I can make a monumental difference starting from within at home, with those around me, by using my passion and raise above if I strive towards growing myself out of my comfort zone”.

Communicate also what the stresses in this modern living is made of.  Most people will tell you that food is becoming more expensive, the salary is still the same and that they find it excruciating to make ends meet. This is a global change and since we are so detached, we keep thinking that this is only on our shores.  Education is needed as to how someone can organise their basic finances.  That is in the likes of how much do I earn v/s how much do I need for basic expenses, food, shelter, school expenses and personal growth expenses. When people feel safe, they are less stressed and this gives more space for positive thinking and living with a purpose.

Remember, your thoughts are the most powerful and the root of all experiences to be either rejoiced or cringed upon.  Your subconscious apprehensions drive your thoughts, your thoughts drive your feelings and your feelings then drive your actions.  Promote positive thinking and that it is ok to fail and that this should give one added strength to be more, to be better and more determined.

For the few that I have had facilitation sessions with or that I have had the honour to meet or communicate with, who from within ooze with the true sense of respect, discipline, servitude, vibrant demeanour, eagerness to learn, happy to share, and all with a humble presence, “Chapeau”!  Keep it up!  You have totally exceeded my expectations and it is a true honour to have made your acquaintance.

Eleonore Scharfenberg