Awful service at Scotiabank

I have yet to meet a business in this 'Hard Guava Season' that deliberately deters its customers by having a ridiculous telephone system that one can NEVER connect with a live human person. I have berated my hapless staff numerous times when they return in no time below an hour, with a query or errand unfulfilled and with no-one's name or contact extension (or that works whenever one is given).

So today was no exception.. in my role of Treasurer of our 4-person organisation I sent to pay the Dues to an International Body - this was the third time we are doing it. I had to write an authorisation letter when she returned - I had just sent the subscription letter on the first occasion, figuring they would see that it is a standing annual charge. After over an hour I went ballistic to hear that as our organisation is Guyanese and we wrote in the Laws that two people have to sign the cheques - not that it deterred our esteemed President from claiming expenses for/including her entire family at an Association dinner and leaving out the Treasurer-- but I digress- the cheque was double-signed - but  now those idiots wanted the authorisation letter double-signed as well-- mmm let's see what room we have for foul play -- the cheque was made payable to the bank - for a Wire Transfer from the Association to an International Organisation - this procedure had been carried out annually in the last two years. I am the registered Treasurer and had written a letter authorising my staff to carry out the transaction. WHAT'S THE PROBLEM?

As I had car problems and had arranged to meet the mechanic at 2pm I went online to look for the opening hours - not listed - WTF. I actually got through to a live person at the Robb St. branch and was told that they were open until 3.30pm - most unusual. Left at 1.50 and couldn't find parking and left the back of the car sticking out hoping for a quick transaction. Walked in and asked to speak to the Manager who explained what I already knew-- but what I wanted to know was WHY- what the hell difference did it make whether I was physically there wasting my time as there were no other bits of paper that was required that my Staff didn't have? Granted I may have got a bit rant-y but was sent to queue up-- now there was one young Teller serving who seemed new - wouldn't it have made a bit of sense to open up the other window if you already have a irate customer complaining about their time being wasted? As it was- when my turn was imminent a 'big lady' positioned herself in front of me - another woman in the queue told me to make sure she didn't 'jump' the queue - you would think a bank could spend a couple of dollars to have a pull-the-ticket system as apparently when confronted the 'big lady' said she had been sitting on the side until her turn came up and the one in front of me said she had been there while I was having my rant at the supervisor/Manager.

Of course, when my time came-- they opened up the other window - it took 40 minutes of my Life to do a simple transaction. 

Action- I am going to close my two accounts at Scotiabank and move to GBTI-- they at least ring when they need clarification and my Staff can't answer their queries! AND I'll send a Letter to the Country Manager-- shame as she was a prefect while I was at School and friends with my sister from the Rotary Club.

From Bad to Appalling

Today was Youmani Nabi - I think the day the Prophet Muhammed was born and coincidentally died.
Banks/DIH - one of the local leading manufacturers - had an ad in the papers about a two-day special for the traditional sweetmeats that friends and neighbours used to distribute before Hard Times knocked a few years ago. As I was passing I decided to check it out-- bad mistake- apparently I went on Day-2 and some bright spark put the vermicelli 'cake' (moist) ( also stale and being milk-based- smelt as if it was going 'off') with three 'fat' mithai and made them all soggy - the price was also ridiculous but as I was already there I ended up buying two to my regret- one to give away.
I have virtually stopped buying food from that chain - being too unhealthy- either oily, salty, too much white sugar and/or flour or bizarrely a combination of them all!
Sadly in a country that still has an abundance of fresh fruit and vegetables - it is not reflected in the readily available foods.  I asked a popular cafe owner why they didn't introduced fresh juices and healthier options and she said that they tried when they first opened and the uptake and demand wasn't profitable.  This I find a bit hard to believe as I notice more people exercising and an article in public health stated that wasn't enough to to merely put the information out there and hope that the vast majority take and act upon the  message but active policies to engage the Public was required.
Human beings being what they are- myself included would only get motivated when things actually start to affect them-- how I now regret my addiction to sugar!

DDL Factory Tour

I have to say was quite impressed about several aspects of this visit.
First off, Demerara Distilleries Limited have very reason to be proud that they are the ONLY  local remaining distillery in Guyana and the largest in the Caribbean. Stills from other estates, notably Enmore, Port Mourant and the last to close - Uitvlugt being moved to the Diamond Estate and their wooden frames being used to give a unique flavour to specially named Rums. Also very impressive to me was the recent installation of recycling procedures - namely the conversion of the effluent biowaste from the fermented molasses to methane/biogas used to fire the boilers - the Plant being right near the entrance.

Molasses being circulated in tank to mix well with yeast misture

                                                                         




 Large Tank where Molasses + yeast mixture produces the alcohol + Carbon Dioxide (CO2)










The other recycling procedure introduced  a way to capture the CO2 produced and used to carbonate the 'soft drinks'.
I should also point out that the rums are left to 'age' in re-used American Oak barrels as US Law only permits one-time use-- no doubt at the behest of the oak-barrel manufacturers - their loss/expense, our gain.

Model of the double Still from
 Port Mourant 

Interesting though that the Greenheart Vats/Stills are in continuous use for nearly 350yrs but for hygiene and other uses the oak barrels are discarded after less than ten years-- mmm- I guess the pure alcohol might disinfect the structure while being distilled into different factions?

 Model of the oldest working Wooden Still in the world- EHP  Coffery Still

So after fermentation, the alcohol is forced into the Stills and distilled off. The DDL website informs that back in 1670 each Sugar Estate had its own Still but with time they closed, DDL - the only distillery in Guyana ( Bank/DIH merely blends and bottles - doesn't produce!) sent to most notable/profitable ones from Enmore, Port Mourant and Uitvlugt( last one to close) to Diamond where they each produce a distinctive taste.

Also a major factor in the taste is the amount of aging - the taste being smoother and less harsh the longer it's aged.

DDL were a bit mean with the tasting -- remembering a trip to a distillery in Scotland where the guide was keen for us to try everything and generous. Here we got to taste a 6-yr old white rum which smelt and tasted like Ouzo, Then the famed EHP one- very smooth, I wanted to try the Port Mourant one but even an option to buy wasn't available -- there highlighting the limitness and stupidity that is Guyana. Most probably because of monitering the levels of the bottles - only limited stock was available - and also if a potential customer was interested then they would have to go across and down de road to the Sales Centre. surely in the 21st Century some system could be instituted to minimize internal losses?
Also, leaving a slightly sour taste in my mouth was the fact that I had to pay - in spite of being a Shareholder! Seeing that I went with two foreign visitors - the trip was on anyway and I was merely incidental to the whole thing - as it was I stopped the friendly barman from pouring as I am not much of a drinker but wanted to taste the products - in fact there were no Liqueurs available... and come to think of it -neither did we get to view its production. Clearly Guyana has not got to a point where Shareholders are thought of as being part of the Company but regarded as nuisances as reflected in the measly dividends when the Company reports record profits!
Interesting that in the Photo-Gallery - the first framed one was with the Chairman and Desmond Hoyte - who apparently got the epithet of 'Desmond Persaud' for enabling businesses during his reign, the 'Father of the Nation' Cheddi Jagan didn't feature nor did the recent ex-President Jagdeo responsible for the 'changing of the spots' move towards a more bourgeois, business-enabling environment but maybe it could be because Jagdeo made derogatory remarks about the said Chariman in the recent Past.
Talking of explosive, I wondered about Security issues of having nuff alcohol and old wood knocking about and could just imagine the light-up if a Taliban-type decided to end it all - as we weren't asked/checked for matches or lighters on arrival but then again-- we didn't exactly seem the nut-head type - maybe a sign asking for all inflammatory materials to be deposited-- does DDL know that use of Cell-Phones in a flammatory environment can spark off a Blaze? 

Eureka Medical Lab

Happy to report a noticeable improvement in one of the better-run private labs in Georgetown.

Kudos to improved staff attitude-- more pleasant doorman keen to help, much reduced waiting time-- just less than half-hour from the receptionist's desk to getting some blood extracted, Lab tech polite and pleasant and results back in almost half the time.

Clearly the formula is working, as they opened a Lab in New Amsterdam also-- just hope they manage to maintain these standards

HAB or CRAPpy business in Guyana

So, frustrated with the main freight-forwarders to Guyana- Laparkan who couldn't seem to keep track of more than three items at a time I went with a friend's suggestion and tried another company who keep advertising their freight-forwarding service. Their rates were slightly higher but comparable on enquiry by telephone.
Being a small business-owner I have more sympathy for the Mom and Pop businesses and appreciate the personal touch. Not so in Guyana! Small businesses tend to operate like fly-by-night affairs - generally exulting that they've suckered you in and don't expect to get repeat business.
So HAB have a system that they email you to say your stuff is at their office--in spite of previous instructions to consign the stuff. Knowing the American propensity for wastage-- I asked whether they could remove the Outer packaging to lessen the weight and waste-- after all they are smaller and should offer a more personal service! No go - not possible-- so was suitably shocked to discover that the final charges were over TWICE that of Laprakan. I mean there's no justification. On ringing to enquire, I was given a convoluted explanation of ignoring the actual gross weight and instead dividing  the total volume by 1.6 which basically arrived at the chargeable weight of almost three times the actual weight!  It's this coyness about what charges are that makes you feel there is a Rip-off system in place, especially as Laparkan are only interested in the actual weight or the actual volume, and readily said over the telephone said the Gross weight would be the higher figure!
The poor staff were unable to give a decent explanation as it seems to be the brainchild of someone in Miami with and overinflated estimation of their abilities and value!
Caveat emptor!  (Although no longer applied in consumer law, the principle of caveat emptor is generally held to apply to transactions between businesses unless it can be shown that the seller had a clear information advantage over the buyer that could not have been removed by carrying out reasonable due diligence)

UG + Architecture

Had the occasion to go to UG (University of Guyana) twice and both times was mildly surprised to be in  Air-conditioned rooms. So while this is nice, I wondered whether it reflected the lives of the average student (no) and with the raised expectations-- as a small business owner-- whether they would be prepared to pay more for that facility (no). GPL, the only power company has recently stated that the public can expect Blackouts during periods of Peak usage??!! Even our neighbour - Venezuela is having problems supplying power to all, in spite of having an Oil Industry.
So the better designed buildings in the Colonial Era tried to make use of natural Air Flow. The foolishness of the previous Government and spinelessness of the current one, allowed 'Vendors' to block the air Flow outside the Main Post Office, no doubt creating a Fire Hazard but that is a whole different story.  They have now reduced the use of the unefficient air-conditioners and resorted to Fans in some booths but they seem too scared to rock the apple cart and clear the pavement dwellers.  I was recently at the National Insurance Building near the jail and the staff on the top floor were well placed to take advantage of the breeze-- incidentally all staff seemed efficient and polite.
Had visited one of  the Royal Palaces in Jaipur,India and the Guide pointed out how in the 13th century they had constructed a series of steps on the side where the wind met the building, creating an air vent to make a natural air conditioning system and wondered why some bright engineering spark didn't go back and investigate more sensible ways of constructing houses and buildings?
And at some point the Government would have to step in and insist that certain things are mandatory in New Houses, like the Barbadian government did by insisting that all new Hot Water systems be Solar Powered ones. Mind you, with the blatant disregard of rules in the current constructions in Bel Air Park-- so the people with money have no sense-- it makes a joke that the Government would insist that the Canadians follow the rules ( the City Council broke down the security construction the Canadian High Commission had constructed outside their premises, apparently blind to all the illegal construction going on in the space-hungry city).
Addition - BBC article on creating learning spaces - I think 2 is applicable for Guyana!:
http://www.bbc.co.uk/news/business-14975270

One Step forward, Three Steps Back

Stopped off at the Licensing Office to renew my Driver's Licence at the urging of my Phone (may still get up to par with Technology at some point!).
Was pleasantly surprised to find a helpful and pleasant Policewoman handing out forms and directing people at the door, on a wet Monday morning! Was even more astonished to find out that I was called to the Counter in the time it took to fill in the said form- all less than ten minutes-quite different from the confusion three years ago. Never thought I'd be saying this but - Kudos to GRA (Guyana Revenue Authority for you foreign readers)!! Then the usual Guyanese thing emerged-- the wait on the bench for them to presumabably find the previous papers and then the wait for the papers to go down to the Cashier- all in the freezing cold as the Air Conditioners were working full blast in an already cold day-- they really ought to adjust the thermostat in this weather! Was out with my renewed Licence in just over an hour.
I note the Fee is the same as it has always been, the cost of everything has gone up, the running costs are certainly more-- it needs to be increased by at least 2.5 times and also they ought to lash it up in foreign drivers seeking to drive in Guyana because the fee is so ridiculous it doesn't even cover running costs-- $10,000 seems like a good amount to start off with!

So opened the Papers to read that the US consultant at OP (Office of the President) was offered a salary of U$100,000 which surprised even him, and I wondered - for THAT salary couldn't they have found an able Guyanese to do the job?? I'm sure there must be as it seems the American guy, who has since left the country, said they basically scrapped his work and restarted back from scratch-- mmm, definitely coulda pay a local to do THAT! There has been a worrying trend with the Jagdeo regime of having foreigners walk the Corridors of Power at OP, and surely THAT if nothing else should alert him to the crisis in Education if after 10 years in Government he cannnot produce able and capable people to work in his office, necessitating perceived-better-educated foreigners to work there? Could it be, almost like Libya, the leader being fearful and mistrustful of his own people?
Of course this led Kwame to remark on Mark, which I grudgingly agree with...'I do not consider Mark Benschop as a credible source... he is not a credible source for anything', a case of Kettle calling the Pot black!

Passport Office + Thomas Friedmann

So it's time to renew the old Guyanese Passport-- some improvements but lots more to go.
Turned up at 7.30am - which was a mistake as everyone else had the idea of 'quick in, quick out'. After discovering no cash on my person and that the line was not moving I guesstimated at I should be at the counter at 10am, so went back to the office and borrowed money from my receptionist!
After paying the fee at the counter, I was directed back to the end of the queue, saw the girl who was previously behind me ahead and worked out that I 'saved' twenty minutes as Older people and mothers with children were given preference and the inevitable uniformed Police 'jumping' the queue for their friend. The system might work better if 'they' just decide to apply the rules across the Board for everyone as my number 109 was actually seen after Number 139 and number 67 who 'knew' the police ran in just as I was about to enter the booth hinting that she should go ahead of me! I mused that Guyana still has a way to go when you could just 'drop off' or post your passport instead of wasting hours of your life playing musical chairs. I noted that the Government has turned off the Air Conditioners there and in the Post Office in line with 'Green Policies'

Luckily I had grabbed a book from my office on the way out - The Lexus and The Olive Tree - so settled for a random read. Topically it was Chapter 10 which dwelled on successful countries being run as successful businesses and the population getting Internet savvy and demanding more from their governments-- as countries can choose 'prosperity- depending on the policies they adopt- and their citizens will start to catch on to that and demand better management accordingly.'
Interestingly he mentioned that the Egyptians were running Saudia Arabia's computers back in 1999 implying they were then the most technologically advanced and 'wired' of the Middle East countries- the current TV pundits seemed to think this played a large part in Mubarak's recent ousting.
Also that the more computers available to the population and available Bandwidth, the more likely to have the internet readily available - the better for the country in terms of business - and I remembered reading with the arrival and distribution of 90,000 computers it would push Guyana right up to the top of the Region's accessibilty to computers/Internet for its population. I admit to having my doubts as I waste an inordinate amount of time on the Net and practically everywhere I go I usually see Guyanese on Facebook!!
So folks you have to decide whether you will be a Shaper-- one who defines the rules and interactions or an Adapter- learn to work within the system.

He ended the chapter talking about the implications for Labour, and I remembered reading in The West on Trial that the British demurred to the Americans paying the local equivalent for staff working at their Air Force bases back in the 40's and 50's, when they had more humane Labour Laws and possibly precipated the current Government's objection to local staff being paid at Overseas rates by the foreigners-- so I think 'a friend who knows' was telling me! But in this book- it's been turned with the Corporate Capitalists pursuing the cheapest Labour in whatever country.

So cutting to reality, I dropped in to a Snackette run by 'young people' on the way back to the office and was dismayed to discover the 'Internet Generation' could not cope with putting in three boxes of food in separate plastic carrier bags for the customer who telephoned in his order and turned up to collect, requiring the owner, presumabably, to come out of the Internet room to make a disgustingly strong cup of coffee, and hand over two ready-made snack items to me!