RELEVANCE OF CRITICISM

I keep my friends close and my enemies closer…excerpts from the Prison Break seasons.

It is natural for us as human beings to take criticisms with a pinch of salt. No matter how constructive it may be, it always seems highly critical. Ask me, it takes conscious effort and maturity to absorb criticisms in good nature and make corrections accordingly. Our leaders are far worse in this regard than the led. Criticisms of public policies are seldom addressed and explained by government spokesperson, so there is either a disconnect between the leader and the led or lack of support for policies from the public. In as much as we run from politics on this domain, we cannot but make reference to the just concluded Ekiti Gubernatorial election. Just before we go any further, we need to ascertain that it’s quite possible to do an act of kindness for someone and the person is not in the knowing.

The incumbent governor did not lose the election because of non-performance, though that may be called into questioning, at least none has disputed the fact that he performed. The second fact is that the power of incumbency appears to have limitations as displayed by the free will of Ekiti people. Thirdly, hiring mercenaries from other states to come and fight your battles is like taking sides with outsiders against your people. All options are counter-productive.

The incumbent governor did not take advantage of both constructive and scathing criticisms. Both have their advantages-see the movie above. The governor appeared to be the only one in his elitist world and the closest person to him appear more as a diva in the pages of soft sell newspaper than in the lives of their people. At a time, the first couple may have been thinking they are in the United States. Yes, there are developments in the state but of what use is an overhead bridge to a hungry fellow?

Pardon my digression. In the hospitality industry, most of guests’ complaints are directed to the front office department. The guest service agents are expected to handle both live complaints and guests’ feedback that bothers on general service delivery. I have been there before, believe me it is difficult. Informed and exposed guests are quiet in their complaint process but demanding in compensation for perceived wrongs. The loud guests want immediate preposterous reactions like sacking of staff or closing the affected department down or something downright ridiculous! But the feedback must be addressed.

From guests’ questionnaires to guests’ satisfaction index and live complaints, all must be carefully and analytically looked into with the sole aim of correcting faults, improving services and moulding policies. Same must also be communicated to the affected guests in appreciation of their criticism towards making the hotel a better place. Remember bad news travel very fast. Get to know your guests, be appreciative of their concerns, seek their opinions in relative matters and generally stay in touch with them. Little things matter a lot. Ask Fayemi. The most Excellency is Jesus.