Yanique Grant, a young entrepreneur. - Ian Allen/Staff Photographer

Yanique Grant at 28 years old is chief executive officer of her own company, now in operation for two years.

Grant launched Professional Training and Occupational Services Inc (PTOS) after she was made redundant from Air Jamaica, where she worked as a flight attendant.

A graduate of Priory High School in St Andrew - which is no longer operational - Yanique enrolled at the University of Technology (Utech) for the Bachelor of Science degree in Hospitality and Tourism Management, graduated in 2003, and worked for six months at the Hilton hotel as a catering and sales coordinator before moving on to Air Jamaica.

"Air Jamaica was my dream job," she reflected, noting that she had also worked part time with the airline while at school.

But after being made redundant in 2005, Yanique consulted with her father, Walford Grant Sr, owner of Kingston Hireage, who encouraged her to launch out on her own.

With her background in the hospitality industry and her experiences of bad customer service in local companies, the choice of business activity was a relatively easy one, she said.

"One of my pet peeves was with people who serve you as if they are doing you a favour. Sixty per cent of clients of any company form their opinions of the entity based on their customer-service experience."

Service is important, but compa-nies spend much more on marketing and sales than they do on this aspect of the business, Grant said.

a culture of excellence

Customer service, she said involves not just pleasant face-to-face contact but issues, such as correct signage and knowledgeable workers. Jamaicans, also, she said little understand that in order to establish a culture of excellence in customer service, top management needs be trained and practising as well.

In the first year, Grant spent a substantial amount of her savings, plus money borrowed, on personal training costing US$4,000. Investing in her management and training skills was the first priority.

In total, training inputs have cost the company US$10,000.

"The initial investment was for my own growth and development that would allow me the ability to effectively work with the companies," said Yanique.

"My aim was to strategically help them align their employees for a culture that is customer-centric and customer-focused."

Otherwise, the start-up costs were minimal. Grant did not require much space - she operates from an office at her father's company - and sub-contracted sales executives in order to minimise external costs.

"Initially, I required a laptop, desk top, printer and desk. I am an excellent planner, so I did not incur any unexpected expenses."

PTOS was registered in Chicago, Illinois, as a corporation and as a limited liability company in Jamaica. Grant had started out by researching companies overseas with which she could associate and accredit her ideas.

"I was lucky enough," she said "to form an alliance with Service Quality Institute, a customer service training company in Minneapolis, Minnesota."

only partner in Ja

Attending their consultancy and certified customer service trainer and leader seminars, grant subsequently became the only international channel partner for Service Quality Institute in Jamaica and the English-speaking Caribbean.

The franchise payment for the consultancy and training, which she pays annually, is "manageable", she stated.

Grant borrowed approximately 40 per cent of her start-up costs and is still paying the debt back.

While she did not turn a profit in the first year, the second year was much more promising, with several new contracts for customer service signed with local companies. For 2009, she revealed that she has received work from a major telecommunications firm.

Her greatest challenge continues to be the process of educating CEOs and business owners that "it is not only the persons that have direct contact with your external customer that need continuous growth and development, but the entire workforce, from top management to the security that stands at the entrance of the building," she said.

"The customer experience is a sum-total experience in the customer's mind."

Yanique also started networking more in order to build a level of trust with prospects and leads who she believes will become her clients.

disappointment

One major disappointment has been the dissolution of the partnership under which PTOS was first started.

"I was initially in a partnership which failed and cost me financially."

The young entrepreneur emphasise that mixing business and friendship can sometimes be detrimental, refraining from giving other details on the matter.

But, Grant is very optimistic about the future.

"Everything that you invest in takes time and a conscious and dedicated effort before success is achieved. For me, success began when I started this company, and it's been going ever since."

Grant remarks that the Jamaican culture did not naturally embrace customer service and she intended to change that.

"I personally enjoy having a good experience with others. No matter where you are in the world, one must have some quality customer service."

avia.collinder@gleanerjm.com