St. Lucia Simply Beautiful

April 15, 2010

Edward Harris At Large!

EFFECTIVE CUSTOMER RELATIONS –
TIME FOR A PERFORMANCE CHECK!!!

A situation is developing in Saint Lucia that needs urgent attention. It seems to me that Customer Relations is a subject only directed to junior staff such as receptionists, sales persons and generally persons who come into contact with consumers of a company’s goods/services. Customer Relations is everybody’s business including owners and companies’ executives. The entire management of a company should be directly involved in this vital function called customer relations. One of the most important functions of customer relations is to provide timely information. Quick response to queries generally should be the objective. Employees and management, making themselves available to their customers is key.

Everyday is customer relations day. We are living in an age of anxiety and uncertainty and as a result effective communication is vital. Some executives deliberately ignore persons with whom they have to respond to. In some instances the information is vital to the wellbeing of the consumer – emotionally and financially. The number one cause of the silent killers is STRESS. Some persons in position of authority delight in adding unnecessary stress to other people’s lives. There is a song that was aired every Christmas time as the great radio personality Olga Lopes-Seale solicited contributions for the annual children Christmas party – “If I can help somebody, then my life would not be in vain”. Empathy is not in the vocabulary of many of our executives. It must be clearly understood that the consumer is not asking a favour. It is the role of those in position to provide information and to do so courteously and efficiently.

I am so happy when I come across individuals that are passionate about providing quality customer relations/service. I met a van salesman a few days ago in a bar as he called on the proprietor to solicit an order. It seemed as though he made several trips to the customer without getting a sale. On that day he was successful. He recognized me and a three way conversation ensued among the salesman, the proprietor and me. The salesman reminded me that in the business of salesmanship, it takes PATIENCE and PERSISTENCY. That old art of salesmanship is no longer given the respect that it deserves. Everyone needs to be a sales person. We are constantly trying to convince the other person of our point of view, persuading them to take action on our proposition.

I studied Scientific Selling as a young man and went on to have a successful career as a sales and marketing executive. I believe that the simple knowledge of the principles of salesmanship can change lives for the better. I founded the Guyana Association of Sales Personnel in 1977 and in a short time the membership grew to over 300. My principal objective was to ensure that persons engaged in the profession were adequately trained. I feel that courses should be offered in SALESMANSHIP and CUSTOMER RELATIONS throughout St. Lucia. I am prepared to share my knowledge of the profession with any group of persons who are disposed to such training. On the subject of customer relations I feel that the time has come for all persons top down or bottom up involved in customer relations whether in the public or private sector should expose themselves to a short course on the benefits of EFFECTIVE CUSTOMER RELATIONS. Sometimes, we need to get back to basics.

Too much time is being wasted with telephone calls trying to reach someone who ignores the caller using his privilege status. Don’t shy away from issues, be decisive and let the magic of effective communication work for you. It appears that the old clincher in job descriptions – “to do all things necessary to enhance the goodwill of the company/organisation is no longer included”. We all can do much more to make life easier for other persons by simply being responsive to their needs. Regardless of your status and how busy you are, try to give a little time to the people who are responsible for affording you the opportunity to be in the position you are in. Being responsive to the needs of consumers is the best way of saying thank you for the opportunity to serve you. Remember customer relations day is everyday. Step out of your executive offices and meet and greet your customers. If smiling doesn’t come naturally, practice to do so.

Some interesting things are happening in our midst and I am sorry to say many persons are missing out. Most persons claim to be meeting fatigued. Some even refer to meetings and workshops as talk shops but as some great thinkers say, the key to success is to TURN UP! Many times it is when you convince yourself that the programme is just another waste of time, you could be so wrong. I make it a point to turn up and never consider an opportunity where ideas were shared to be a waste of time. Even if it is a subject I am acquainted with, I see it as repetition for emphasis. One of our outstanding Caribbean Consultants, Dr. Patrick Lay, ICT & E-Government Expert hosted a free 2 hour seminar at the Bay Gardens Inn on 8/4/10 on E-Commerce which was an eye opener. He was ably assisted by Mr. Albert Daniels who I consider to be an authority on ICT in Saint Lucia. The seminar was not a part of his terms of reference for his assignment but Dr. Lay took the time to share with his audience important information on E-commerce. This is about giving back. I would like to see this seminar repeated so that those who missed out can get an opportunity to learn about the challenges and opportunities of E-Commerce. Here are two websites that Dr. Lay recommends you visit: www.sme.ag and www.nic.lc

I am pleased to announce the launch of my new website www.stluciapropertydeals.com I look forward to providing regular updates on the real estate industry in St. Lucia.

Let us all commit to making life easier for each other in these difficult times.

Think positive, Keep the Faith, God is in Charge; expect Daily Miracles!

Edward Harris
Biblicist, Freelance Journalist, Realtor, Business & PR Consultant
Email: eaharrisdestiny@gmail.com
Websites: www.stluciasimplybeautiful.com
www.stluciapropertydeals.com
www.brainstorminggroup.webs.com www.eamega.com/SUPERSCIENCE
www.cariblist.com St. Lucia – Agent ECREDMC

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