The Tribune

By Ian Ferguson

We’ve all endured customer service debacles in our attempt to purchase goods and services locally. In fact, if you wanted to speak about exceptional customer service experiences, where you left a place of business impressed with the high quality and consistency in service levels, you will probably have to reference a cruise or international experience.

‘Blow Away’ service experiences locally, unfortunately, are few and far between, and our situation is seemingly becoming more dire. I have had far too many horrific experiences personally within the last few weeks, where I left a place of business or business transaction feeling robbed, violated and insulted. What is perhaps most disheartening for the consumer is the fact that there does not exist a place of refuge, or organisation, where the jilted consumer can receive compensation for their adverse encounter. Companies seem able to get away with making vain promises to customers, failing to deliver on those promises and sending the customer away dissatisfied.

Better Business Bureaus emerged at the turn of the 20th century, and have served as trusted intermediaries between consumers and businesses, alerting the public to scams, reviewing advertising, and receiving and authenticating complaints made by customers and businesses against other businesses.

We often say to the individual business person that it is good practice to record and track service issues as they occur, so they are better able to decipher the root causes and resolve recurring problems. If this works in the micro sense, it is even more crucial that, on a macro level, some organisation or association be held responsible for recording, communicating and addressing issues involving local business transactions. When the bush mechanic charges $1,200 for changing my oil, or the car dealer collects my $17,000 to import a car that never arrives, or the doctor permanently scars my infant in delivery and still charges an exorbitant fee, we all agree this injustice should not go unaddressed.

The jilted consumer deserves compensation. Our current reality is that these horrid events are commonplace in corporate Bahamas, and outside of legal action or vigilante justice, very little is done to the scheming company who takes advantage of the unsuspecting - and sometimes uninformed - consumer.

While we agree that consumers need to arm themselves with information to guard their hard-earned dollars, our country is in more need than ever before of a bureau that will address this critical issue. Accountability has to become the order of the day in industry. Businesses need to know that when they engage in unscrupulous behaviour towards the customer, their actions are going to result in an investigation into the allegations and subsequent compensation for the customer.

There is no doubt that the reality television era featuring filthy kitchens, and deceitful and conniving business persons, has led to a greater awareness and understanding in the American corporate world of better business practices.

Likewise, the public appreciates organisations such as Angie’s Lists, where testimonials and ratings of companies in various sectors are communicated and made readily available. These tools help the consumer make wise and informed decisions regarding what to buy, and where to buy it from. This naturally leads to increased consumer spending, which is critical to market and economic expansion. Additionally, when businesses know they are being watched for STANDARDS (our watch word), then they are more deliberate and diligent in delivering on what they promised. The Chamber Voice maintains that companies initiating and upholding standards are good for the business community and the nation at large.

NB: Ian R. Ferguson was educated locally, regionally and internationally, having earned a Master’s Degree in Education from the University of Miami. During the course of his nearly 20 years in education, talent management and human resources, he has served both the public and private sector in senior management roles. He currently serves as manager of the Chamber Institute, and as a local consultant in the field, having assisted hundreds of local and regional businesses in improving business and service excellence through their human capital.