All big or reputable public and private sector organisations have lofty visions and mission statements that they exhibit in their offices to guide the employees and to inform visitors of what they do.
Some are guided by the client service charter, many by key performance indicators and standard operating procedures, and others by the International Organization for Standardization.
I rate all organisations and individuals not by their proclamations, but by their level of courtesy, which is on open display and do not require scientific measurements.
Courtesy at the organisational level starts with an informative and customer-friendly website, followed by swift and accurate response.
Any organisation that allows callers to speak to a person instead of an answering machine will have a winning edge. If the calls are well handled, the establishment or brand will rise in my esteem or it drops a notch if they are not.
How the organisation treats visitors in the waiting area will leave a lasting impression. Top marks go to those that provide comfortable seats and water to drink.
If it is customary for visitors to wait a long time, they must be given access to a clean toilet with adequate facilities, and allowed to proceed to a nearby cafeteria for refreshments if necessary.
If any of these are unavailable, the top management should go back to the drawing board to see how they can best meet public expectations without over-stretching the organisation’s resources.
They must realise that sloganeering is nothing more than self-indulgence which others do not buy.
The moment of truth is when outsiders come into contact with the organisation and sadly, more fail miserably than pass with flying colours then.
Recently, a Penangite who visited the immigration department headquarters in Putrajaya was shocked at the condition of the toilet he had to use.
Any visitor to Putrajaya would be impressed by the array of majestic government buildings.
But alas, we have first-world infrastructure but third-world mentality.
The toilet was filthy and many facilities were broken down. Many eating stalls were located next to the toilet on the second floor. Can the food served be hygienic?
Even though immigration department staff use the toilets within the offices, they should not turn a blind eye on what visitors have to endure.
Such a couldn’t care less attitude could infect the whole organisation, quietly spreading like cancer.
The state of our public toilets is the most accurate barometer of our society. As long as they remain filthy, we should be ashamed, no matter how well we do elsewhere.
Building owners must allocate a proper budget for toilet maintenance, and deduct 10% of the contractor’s fee each day there is a complaint. Only contractors willing to take up the challenge should be appointed.
City Hall and municipal council officers should visit restaurants and coffee shops daily, particularly the kitchen and toilets, for inspections, and not to collect bribes.
Our public toilets will remain filthy as long as no one is held accountable.
CY Ming is an FMT reader.
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