Taking a good leaf from a good book
Customer service at its best

"Yesterday is gone. Tomorrow has not yet come. We have only today. Let us begin" ­ Mother Theresa.

Janet Silvera, Hospitality Jamaica Coordinator

Janet Silvera

MILTON HARDIE, Wendy Gardner and Professor Joseph Frederick are not in the business of tourism. They are three of Kingston's finest surgeons/obstetricians. But they could teach many of the people in the industry good customer service, commitment and compassion on any given day.

Good customer relations, dedication and kindness are just three of the necessary ingredients needed to keep the engine of the economy (tourism) oiled. These skills have been mastered by the goodly doctors.

Two weeks ago I was blessed to have the three, who have been dubbed the 'A Team' performed a Myomectomy (surgical removal of uterine fibroids) on me at the Andrews Memorial Hotel (Hospital) in Kingston.

Fibroids are parasites that have taken over mainly the womb of black women.

The use of the word hotel in relating this experience is deliberate, because the nursing staff at Andrew's gave far better service that many five-star resorts. These 'descendants' of Mother Theresa have taken the idea of service to the zenith.

UNSAID MOTTO

I am convinced that they operate with an unsaid motto: 'No matter what colour, creed or status you are, you must be treated with utmost respect and love'.

Take it from me, doctors Hardie, Fredricks or Gardner are not hungry for publicity from Hospitality Jamaica to have patients lining up at their doorsteps as they are already in demand. In fact, Gleaner Health Editor Eulalee Thompson recognised their high standards from as early as in 1995 in an article titled 'Doctors pioneer safer fibroids removal'.

TEACHING AIDES

But, as an expert of the hospitality industry, having spent the last 20 years in the tourism industry, I know that good bedside manners and great health care could be converted into teaching aides to train receptionists, store clerks, waiters, waitresses and the thousands employed to the lifeblood of the economy.

What I experienced at Andrew's was a reflection of the zeal and works of mercy that knew no boundaries, an example of selfless devotion.

Having travelled to over 30 countries in four continents, stayed in some of the finest hotels, I thought I had seen great service, but what I was exposed to at Andrew's Memorial Hospital was second to none.

My stay at the hospital will remain with me for years to come. Thanks to all my friends, co-workers and acquaintances who visited, called and sent their love.

To the nurses, I end with ... "At the end of our lives, we will not be judged by how many diplomas we have received, how much money we have made or how many great things we have done. We will be judged by 'I was hungry and you gave me to eat. I was naked and you clothed me. I was homeless and you took me in."