Jamaica is extraordinarily beautiful: mountains, shores, clear blue sea, fertility, an almost ideal climate, bar the hurricanes. With a great colonial Georgian architectural heritage – comparable with Williamsburg or Richmond in the USA – it could be a huge attraction but is falling to pieces because of neglect and lack of investment. There is a very large gap between rich and poor, haves and have nots; there is money but wealthy Jamaicans seem reluctant to invest in their own country. Because of poverty, crime and violence – the first topics most Jamaicans talk about when they meet you – are big problems. There is a vicious circle as these conditions discourage investment.

Unemployment is 40 per cent. The debt burden is enormous and interest on loans from the International Monetary Fund, not repayments, amounts to over 60 per cent of gross domestic product (GDP). In 1996, Jamaica paid out US$17.05 in debt service for every US$1 received in aid grants. The USA and the European Union, while dumping their heavily subsidised products, impose free trade on countries like Jamaica, which are struggling to compete against the products of cheaper labour in Asia and Latin America. Of course the lingering aftermath of colonisation and slavery still pervades at a deeper level. But the root of the problem is an unfair trading regime that benefits rich countries at the expense of poor. As a result, education and health services have deteriorated.

During my visit I met with Professor Nigel Harris, the new vice-chancellor of the excellent (but strapped for cash) University of West Indies (UWI) at its beautiful site below the Blue Mountains. It has suffered a 25 per cent cut in its budget and more is to come. Harris’s analysis of the situation and his ideas for the future were inspiring and fascinating. There is growing competition from new tertiary institutions, and it is essential that UWI focuses on meeting the most important needs of the region and UWI’s unique research capabilities.

Many academics from UWI contribute to the two excellent national papers, Gleaner and Observer. Much of the editorial is often amazingly bold, erudite but accessible material about the situation in their country and the world.

The main purpose of my visit was to deliver a keynote talk entitled ‘Creating a customer service culture’. At its best, customer service is outstanding – as we experienced at Sandals Beach Resorts and with Air Jamaica. But generally, poor customer service is a big problem. As in the UK, there is a tradition of confusing service with servitude. But Jamaica also has a natural competitive advantage because of the inherent smiling friendliness, warmth, empathy, responsiveness and the enterprise of most Jamaicans.

The group I addressed at the conference consisted of about 80 people and, using the theme ‘Releasing spirit, energy and creativity for customer service excellence’, we started with an appropriate energiser for Jamaicans – dancing to Bob Marley! I based my approach to the sessions on the use of Appreciative Inquiry (AI)¹ and Open Space Technology;² I used some AI after my talk on the first day and Open Space as the ending process on the second. Out of this came four important project groups that planned to meet again: two to support parents, especially women at work (they determine the well-being of future generations of Jamaicans); one to bring peace and security to people in the no-go areas; and one to improve customer service throughout Jamaica. People who did not wish to join these group projects made commitments to the individual actions they would take and the support they would get for themselves.

On my return, I have reflected on the lack of support of the Jamaican economy by the UK. Jamaica was once a major supplier of bananas and sugar to the UK, but not now. Why is there no Fair Trade or Percol Blue Mountain coffee or other Jamaican products bearing these labels? If we want a safe and sustainable world, everyone needs the chance of a fulfilling, safe and healthy life. We need to use our power to change things for the better by supporting the many campaigns for fair trade, cancellation of third world debt and global trade justice. Some of these organisations include: Christian Aid,³ Oxfam ⁴ or Jubilee 2000.⁵ Use your purchasing power, too. Every little action helps, however insignificant it may seem.

References
1. To find out more about Appreciative Inquiry, see Steve Philips’ article ‘Appreciative Inquiry: what it is and how it works’, Training Journal, October 2004, pp. 30–33.
2. To find out more about Open Space Technology visit http://openspaceworld.org
3. To find out more about Christian Aid visit http://www.christianaid.org.uk/campaign/index.htm
4. To find out more about Oxfam visit www.maketradefair.com/en/index.htm
5. To find out more about Jubilee 2000 visit www.jubilee2000uk.org/

Bruce Nixon MA (Oxon) CFCIPD is an OD consultant, change agent, mentor and author with an international corporate background in internal consulting, management development and HR. To find out more about Bruce’s work visit www.brucenixon.com where you can obtain practical resources on leadership, facilitation, change, global issues and sustainability. Bruce is based in Berkhamsted, UK, and can be contacted at bruce@brucenixon.com

Related News

• E-learning: keeping rail operators on track
• Spotlight on Ian Nicol
• Week of smiles for customer service staff

Related Discussion Topics

• Customer Care video
• Facilitating a Shared Purpose
• Customer Care video

Latest News

• Health sector workforce skills need to be utilised more effectively, report finds
• Millionth worker completes training through Train to Gain
• Last week to apply for cash in return for help in NEET survey
• On demand software training company bought by compliance specialist
• ‘Inpats’ increasingly being used by organisations to bridge skills gaps