Columns

I must thank all those persons who, on Monday November 8, 2010, took the time in so many ways and via all sorts of media to extend birthday greetings to me. It was not expected; it was not necessary; it was not sought after but it was extremely gratifying to know that there were still quite a number of people who thought enough of me to want make that day seem special. I was especially pleased to receive a call that evening from the Hon. Evan Gumbs, my elected representative, also expressing his best wishes.

Fellow Anguillians, I deem it time for me to add my little to what is happening to the Rock. One can only, to put it bluntly, be embarrassed to listen to the constant BLAME GAME on the part of the Government, the Opposition and allegedly the British Government’s Representative.

The second “I” in the acronym ANGUILLA PRIDE stands for Introductions which are essential whenever guiding customers to colleagues with particular responsibilities or greater expertise needed to provide the best support. From answering calls and transferring them or bringing associates to the phone; to office assistants escorting clients, patients, or customers to meet with lawyers, doctors, or business managers; to employees with one set of duties introducing co-workers with different capabilities, a professional Introduction creates an opportunity to build prosperity by ensuring unsurpassed service for every need, every time. By blending Listening, Respect and Courtesy, Leadership, and Names, Introductions seamlessly provide access to “specialists” or a “higher level” individuals while making customers feel important and appreciated. This standard is also often indispensable in order to fully recover a customer who may be angry when his or her expectations were not met initially by another member of staff.

Amidst the stress and anxiety that is taking place during these difficult economic times, coupled with the balancing of work and family, it behooves you to take special care of yourself. The stresses of life can easily wear you down if you don’t tend to your own needs. You must first take care of yourself in order to properly take care of others. This will give you the stamina, patience and perspective needed to care for the needs of others over the long haul.

Let me take this opportunity to offer my heartfelt condolences to the people of Barbados on the passing of their distinguished Prime Minister, the Right Honourable David Thompson. I must also wish them all well --- as they strive to recover from the ravages of Hurricane Tomas, an experience that I shared since I happened to be in Barbados at that time. I have been told that the Honourable Chief Minister was also in Barbados, however, unlike him it took me several days to get back to Anguilla as a result of the many flight cancellations and delays.

This discussion focuses on the “R” in the acronym ANGUILLA PRIDE for building prosperity through Respect and Courtesy. In fact, at the heart of all successful enterprises are individuals who respect themselves and others, no matter what. These organisations quickly correct, or eventually dismiss, employees who forget their manners, seem unable to show concern for others, or treat customers with indifference or condescension, instead of the reason they have a job. Ultimately, we create a welcoming business atmosphere for both customers and colleagues only by respectfully giving the courtesy we would have others give us and interacting with kindness toward all.

One of the most destructive vices that we need to guard against is Envy. You may be wondering why is that? What is it about? What are its roots? Why is it so destructive? How is it manifested? How does it differ from jealousy?

Since the ascendance of the present Government to the reigns of authority in Anguilla the airwaves have been inundated with cries for independence. These cries become louder whenever there is a confrontation between the Chief Minister and the Governor --- or when it is perceived that the Government is not getting the desired response from the Foreign and Commonwealth Office on its requests. On the Chief Minister’s behalf I have heard him say “we cannot go into independence when the country is divided.”

Business is the cornerstone of prosperity in society. The basic objective of business is to develop, produce and supply goods and services to customers in such a way as to make a profit.

By Patvin Adams
Anguilla is a small island, only three and a half miles at its widest, and home to about fifteen thousand islanders. In spite of our size, our people have great ambitions and our minds envision for our island concepts and projects as big as those of any larger nation. And we are serious about that.

This standards discussion focuses on the “P” in the ANGUILLA PRIDE acronym. It stands for Prompt Process Proficiency, whether helping customers open utility, phone or financial accounts, seating patrons and describing a menu, welcoming and registering guests, effortlessly handling a purchase or payment; or assisting customers to easily exceed their expectations in any other way.

Are you aware of the great power of persistence? Well, at some time or another, all of us will have our resolve tested. The moment of reckoning will come when our persistence and commitment to a cause will be met with challenges, obstacles or opposition and the only choice we will have is either to move forward or to quit.

I was extremely happy to read the press release from the Office of the Chief Minister on page three of the latest issue of The Anguillian Newspaper beneath a very cheerful picture of the Parliamentary Secretary. The release sought to dispel the rumours, that were inundating the airwaves and the Anguilla “gossip mill” for almost a week, claiming that there were “intentions on the part of the U.K. Government to declare Anguilla a failed state.” It went on to report that: “the Government of Anguilla …… through its UK representatives made enquiries of the Foreign Office which have confirmed that there is no truth to the story”.

Only few persons did not pause on Wednesday, October 13, to watch that unfolding drama in Chile. Some paused for the day; some for hours; and some for a few moments. So, it seems appropriate that we too, divert from election politics in the US Virgin Islands to focus briefly on the drama in Chile. It was an event that brought commendations and good feelings towards Chile from around the world.

This week’s discussion focuses on the second “A” in the acronym ANGUILLA PRIDE. It stands for anger management and customer recovery whenever any expectation isn’t met, putting customer loyalty at risk. When we consider their lifetime value, recovering and keeping customers is clearly one of the most indispensible ways to prosper through professionalism.

The Green Eye Monster! What is that you may be wondering? Well, that green eye monster is called “JEALOUSY”. Do you know about it? Have you experienced it in your life before? What does it look like? How can it be identified?

The second “L” in the acronym ANGUILLA PRIDE is for listening, clarifying, confirming and acting on what customers say. As with Greetings, Listening brings us back to the model of friendship and family for this standard. Just consider the people closest to us. To a person, those we think of first have listened to us more than any others, whether they’ve observed our likes and dislikes enough to surprise us with things we’d enjoy, or to encourage us, no matter our challenges or aspirations.

More and more you hear about crimes occurring in your neighbourhood. So, what are we going to do about it? It is incumbent on each of us to become our brother’s keeper and look out for each other. Every resident in any neighbourhood needs to be concerned about crime in his or her area and should help to prevent it.
You just may be saying, that’s not my business. It is not my house. But, as the saying goes, “When your neighbour’s house is on fire, wet yours”. You never know when your turn will be. Or you might be wondering: “What can I do?” Well, here are some things we all can do to help.

Are you one of those persons who are looking or searching for happiness? Well, some people believe that they will be happy when they accumulate or obtain certain things. Oftentimes we hear people say things like when I graduate; when I get a job; when I get promoted; when I retire, when I get a house, when I get a baby, when I get a husband or a wife , and so on, I will be happy.

The first “L” in the acronym ANGUILLA PRIDE is for Leadership in taking the initiative to manage expectations. By telling customers what will happen next, or providing what will be needed in the process of assisting them, we take ownership of the moment, leading them through every step. That is, we build prosperity through professionalism with Leadership, much as an award-winning director leads a flawless scene with one take.