In a comment on this blog, Crystal made some excellent points. Among them were:
There is some definite truth to this, as the difficulty of finding employees in Trinidad, and to a lesser extent, Barbados is well documented. Yet, the lack of service in Jamaica which has rampant unemployment, does not bode well for that theory. However, I would argue that the general service level in Jamaica is higher than it is in the other islands; this from personal experience.
Weeding out the wrong candidates is definitely a must because all the training in the world would not prompt an employee who is not customer service oriented to assist a potential customer. Unfortunately for a vast majority of the Caribbean this is not an option. Many businesses taking this route will be left with closed doors. It is difficult for them to attract employees much less the right employees. I have witnessed quite a few instances where customer complaints have resulted in a mere slap on the wrist or no consequence at all to the employee, all because business owners need these employees to keep their doors open. I believe that it would take an instance of outright theft for them to let an employee go.
I believe that this is the crux of the matter, and is reflected in the book “Why Workers Won’t Work” and other studies and reports. Incidentally, a summary of the book is available at our website.
Too often business owners in the Caribbean do not reflect the attitude that they want their employees to portray. Many treat their staff with disdain, mistrust and so they reap the benefits of their deeds.
Not to say that the employees are not a fault, many refuse to utilize the training given seeing the current job as a stepping stone and so they are not required to give their all.