Searchlight Logo
special_image

    • News
      • Front Page
      • News
      • Breaking News
      • Press Release
      • Features
      • Special Features
      • From the Courts
      • Sports
      • Regional / World
    • Opinions
      • Editorial
      • Our Readers’ Opinions
      • Bassy – Love Vine
      • Dr. Fraser- Point of View
      • R. Rose – Eye of the Needle
      • On Target
      • Dr Jozelle Miller
      • The World Around Us
      • Random Thoughts
    • Advice
      • Kitchen Corner
      • What’s on Fleek this week
      • Health Wise
      • Physician’s Weekly
      • Business Buzz
      • Hey Rosie!
      • Prime the pump
    • ePaper
    • Obituaries
      • In Memoriam / Acknowledgement
      • Tribute
    • Contact Us
      • Advertise With Us
      • Letters To The Editor
      • General Contact Information
      • Contact our Webmaster
    • About Us
      • Interactive Media Ltd
      • St. Vincent & the Grenadines
    • Subscribe
    • News
      • Front Page
      • News
      • Breaking News
      • Press Release
      • Features
      • Special Features
      • From the Courts
      • Sports
      • Regional / World
    • Opinions
      • Editorial
      • Our Readers’ Opinions
      • Bassy – Love Vine
      • Dr. Fraser- Point of View
      • R. Rose – Eye of the Needle
      • On Target
      • Dr Jozelle Miller
      • The World Around Us
      • Random Thoughts
    • Advice
      • Kitchen Corner
      • What’s on Fleek this week
      • Health Wise
      • Physician’s Weekly
      • Business Buzz
      • Hey Rosie!
      • Prime the pump
    • ePaper
    • Obituaries
      • In Memoriam / Acknowledgement
      • Tribute
    • Contact Us
      • Advertise With Us
      • Letters To The Editor
      • General Contact Information
      • Contact our Webmaster
    • About Us
      • Interactive Media Ltd
      • St. Vincent & the Grenadines
    • Subscribe
Your service should be a reflection of your mission and vision
Prime the pump
May 10, 2022

Your service should be a reflection of your mission and vision

In our last edition we began a series on the importance of trust in business and how does an individual or organisation build trust. We began by sharing an experience at a renowned high end hotel chain that boasted of impeccable service in a world where service extends beyond the walls of their hotels.

In summary, several bedbugs were sited on the mattress and sheets and a senior housekeeping staff corroborated guests’ complaints about bedbugs. She promised to report the incident to the Housekeeping Manager and have him contact me. The following morning, I waited to be contacted but no one did. I visited the reception desk before I proceeded to my meeting but was informed that the Housekeeping Manager was busy.

During the lunch break, I went back to the reception desk. I was told that the Housekeeping Manager was aware of my complaint and asked to hold on. I waited for fifteen minutes. Subsequently, he came out and said to me ‘Ms James, I was told about your complaint but that the hotel does not have bedbugs so I do not know where they would have come from’.

I was horrified. Was he implying that I brought them there? I had pictures and videos on my phone of bedbugs crawling all over the mattress in my hotel room, a housekeeper confirmed that it was not an isolated incident. However, the Housekeeping Manager was implying that the bugs originated somewhere other than the hotel- the same hotel with a commitment to care by providing enhanced levels of cleanliness.

I explained to him that although I may I appear to be a little black lady from a small island, that I have spent fifteen years in a five-star resort environment and that I am well-travelled; therefore, I know that the way he was handling the incident was not only unprofessional, but it contradicted the hotel’s mission, vision and care commitment that were displayed throughout.

I asked him whether he thought that conceding to evidence I was carrying on my phone was more damaging that if I were to sprinkle the Internet with the images and his response to me? It was only then that he mumbled a half hearty apology for my experience.

There are many people from the outside looking in who wish they could stay at hotels such as this one. The grass isn’t always greening on the other side. That experience has tainted my impression of that hotel’s brand.

Many businesses treat their mission and vision as cremated remains, but your company’s mission and vision are alive and constantly evolving. You will be judged by those statements you make to the public.

In closing, another one of David Horsager’s pillars of trust is consistency. “To gain sustainable and profitable trust, dealers must create customer-focused consistency.” Horsager said, “without consistency you are not truly trusted.”

  • FacebookComments
  • ALSO IN THE NEWS
    Domestic worker killed at Long Wall
    Front Page
    Domestic worker killed at Long Wall
    Webmaster 
    September 12, 2025
    FAMILY MEMBERS of a woman who was killed at Long Wall say they suspect their relative was hacked by a person they all know very well. On Tuesday, Sept...
    NDP never built a single house in SVG – Finance Minister
    Front Page
    NDP never built a single house in SVG – Finance Minister
    Webmaster 
    September 12, 2025
    THE IDEA THAT HOUSING is a right, that every Vincentian has a right to safe and secure housing, and that the government has a role to play in ensuring...
    No bail for Police officer charged with attempted murder
    Front Page
    No bail for Police officer charged with attempted murder
    Webmaster 
    September 12, 2025
    A POLICE OFFICER, who allegedly stabbed his ex-girlfriend 26 times about her body was remanded even as his lawyer argued that the Royal St Vincent and...
    New ULP Administration will roll out AI policy
    Front Page
    New ULP Administration will roll out AI policy
    Webmaster 
    September 12, 2025
    A NEW UNITY LABOUR PARTY ADMINISTRATION will be rolling out an Artificial Intelligence (AI) policy to embrace its positives and guard against the nega...
    Sandy Bay Secondary School marks 20th Anniversary
    Front Page
    Sandy Bay Secondary School marks 20th Anniversary
    Webmaster 
    September 12, 2025
    TUESDAY, SEPTEMBER, 9,2025 was a memorable day for the staff and students of the Sandy Bay Secondary School, which was marking its 20th anniversary wi...
    Foundation implements community driven project in SVG
    News
    Foundation implements community driven project in SVG
    Webmaster 
    September 12, 2025
    THE ASHLEY LASHLEY Foundation, with support from the United States Government, is implementing a local-level project entitled “Community-Driven Strate...
    News
    Foundation implements community driven project in SVG
    News
    Foundation implements community driven project in SVG
    Webmaster 
    September 12, 2025
    THE ASHLEY LASHLEY Foundation, with support from the United States Government, is implementing a local-level project entitled “Community-Driven Strate...
    Skills not available locally, non-nationals have to be hired says Finance Minister
    News
    Skills not available locally, non-nationals have to be hired says Finance Minister
    Webmaster 
    September 12, 2025
    NON- NATIONALS ARE being hired to fill several jobs in St Vincent and the Grenadines (SVG) simply because locals did not have the required skill sets....
    Montgomery Daniel squashes rumours that he’s sick
    News
    Montgomery Daniel squashes rumours that he’s sick
    Webmaster 
    September 12, 2025
    DEPUTY PRIME MINISTER Montgomery Daniel has sought to clear around rumours that have been circulating relating to his health. Speaking on NBC radio on...
    $1.3 billion in Tourism investment to yield 2,000 jobs – Camillo
    News
    $1.3 billion in Tourism investment to yield 2,000 jobs – Camillo
    Webmaster 
    September 12, 2025
    The GOVERNMENT of St Vincent and the Grenadines is set to sign agreements for tourism investment of $1.3 billion on mainland St.Vincent. On Monday, Se...
    Bagga’ man pleads guilty to illegal gun, ammo possession
    From the Courts, News
    Bagga’ man pleads guilty to illegal gun, ammo possession
    Webmaster 
    September 12, 2025
    A BARROUALLIE MAN will be sentenced next week after pleading guilty to being in illegal possession of a firearm and eight rounds of ammunition. Demron...

    E-EDITION
    ePaper
    google_play
    app_store
    Subscribe Now
    • Interactive Media Ltd. • P.O. Box 152 • Kingstown • St. Vincent and the Grenadines • Phone: 784-456-1558 © Copyright Interactive Media Ltd.. All rights reserved.
    We use cookies to ensure that we give you the best experience on our website. If you continue to use this site we will assume that you are happy with it.Ok