It is said that customer service in Tobago is poor, abysmal and vexing. The complaints are more than regular, coming from every corner and caused by a vast cross-section of organisations. The normality of receiving bad service in Tobago is sadly accepted as typical, de rigueur and deeply entrenched in our expectations.

I am a very regular visitor to Tobago, predominantly travelling for work and business. With delight, I share a few service stars in Tobago—organisations who consciously deliver a superb service.

Their team members genuinely work together to serve the customer, and their sincere attitude towards the customer is refreshing and enriching, too. The transaction ends much too soon and the customer leaves with a good feeling. Imagine feeling good about spending money and walking away happy, not only with the product but with the engaging manner of the staff.

One of the organisations I deem a "service star" is Independence Store, a well-known hardware. There are weeks when I am in this hardware every single day to buy something, and prior to the visit, many times, I am calling this hardware for product availability, prices and occasionally, for product recommendations. I am by no means their highest revenue-generating client; I am a small fish.

The staff who answer the telephone acknowledge me by name. I am greeted by name as I enter and as I approach the counter. This busy hardware serves hundreds of customers daily, and yet they remember my name. The team members are most pleasant, very knowledgeable, extremely helpful and go the extra mile without being asked.

One afternoon, I was searching for a particular item, a product not easy to find. I made a call to the hardware, enquiring about the item, along with a few other items. By the time I got to the hardware, 20 minutes after the call, I saw all the items on the counter waiting for me, and I did not even ask for the stock to be put out prior to my arrival.

I am not alone; all of the hardware's customers are treated with importance, with urgency and with great respect.

Clearly, my loyalty lies where I receive the best service and where I am treated the best. Independence Store surely gets it right!

Janine Aqui

via e-mail