THE EDITOR, Sir:MANY PERSONS have become used to receiving customer service below par and so I want to share my experience with you at Jamaica National, Portmore Pines Plaza.
Sometime ago I visited the JN office to do a lodgement in my son's account. I saw a uniformed guard just outside the door (whose name I gather is Mr. Daley). When I got in, the line was long, and being in a pregnant state, I opted not to stay. On the way out, the guard stopped me and indicated that he noticed that I went in and out "without conducting any business". He wanted to know why.
I explained that I was tired and could not stand in such a long line. He volunteered to take me back inside so I could conduct the transaction and explained that JN took care of 'special' customers such as myself.
While inside, he asked me to go to the window designated for 'Customers with special needs' and went further to explain the following:
At Jamaica National 'we' look after customers with special needs, so whenever you come to us you do not need to join the line.
After you have your baby, when you come here with the baby, you only need to come to this window.
The reason I was so impressed is that in many organisations, security guards are actually third party/contract workers and therefore do not always share the same commitment as other regular employees.
Secondly, this guard was attentive enough to see that ONE customer actually went in and out the door, without conducting a transaction and so captured some business that the company might otherwise have lost. So I say thank you and hats off to Mr. Daley, for displaying such initiative and commitment to superior customer service. Mr. Canute Simpson (branch manager) and Mr. Earl Jarrett (CEO), I ask you both to commend him.
I am, etc.,
SATISFIED CUSTOMER
