Lack Of Customer Care
THIS letter is directed to all stakeholders in the long distance buses (taxis) especially which transport between Windhoek and the former Owambo, that is Namibia Bus and Taxi Association (NABTA), bus (taxi) owners, drivers and passengers.
It is high time that Namibians learn the importance of customers to
their businesses.
The transport industry is unfortunately one of those businesses
that lack customer care.
Whether this is a problem of drivers or bus owners, one can just
not understand it.
It starts with the drivers or money collectors grabbing
customers on the understanding that the bus is leaving soon and
making them pay very quickly.
Once monies are paid, the urgency ceases.
You are in their bag.
If you find out that they are taking too long and you want your
money back to take other transport, the money is non-returnable,
unless you want to provoke a fight.
The seating arrangement is also not convenient.
The bus is so crammed that a passenger may end up standing up
for the whole journey.
The driving speed is high and one is not even sure of safe
arrival.
If you complain, you are told to disembark and the bus
continues.
Passenger welfare is not considered.
Imagine a distance from Ondangwa to Windhoek non-stop.
I mean 7-8 hours of travel, no time to stretch your legs and
inevitably answer nature's call; and relax the state of mind of
drivers, given their long routine.
It is important to note here that customers are very important
in any business.
It is because of them that businesses are prospering and hence
they deserve decent treatment.
My suggestion to this situation is as follows:
* NABTA to introduce the weighing of goods method, with a
uniform rate per kilogram (For example N$2 per kg).
* Bus owners to train their drivers/money collectors on the
importance of good handling of passengers/customers, specifically
on their welfare and return of money if they so demand.
* Passengers should speak out with one voice if the driver is
speeding or drinking alcohol.
They can report it to the police at roadblocks or telephone the
police right away.
As it is now, passengers fear to complain because they will end
up being kicked off the bus and there is no support from fellow
passengers although all of them are in danger.
Ngula ya Netangah
Windhoek
The transport industry is unfortunately one of those businesses
that lack customer care.Whether this is a problem of drivers or bus
owners, one can just not understand it.It starts with the drivers
or money collectors grabbing customers on the understanding that
the bus is leaving soon and making them pay very quickly.Once
monies are paid, the urgency ceases.You are in their bag.If you
find out that they are taking too long and you want your money back
to take other transport, the money is non-returnable, unless you
want to provoke a fight.The seating arrangement is also not
convenient.The bus is so crammed that a passenger may end up
standing up for the whole journey.The driving speed is high and one
is not even sure of safe arrival.If you complain, you are told to
disembark and the bus continues.Passenger welfare is not
considered.Imagine a distance from Ondangwa to Windhoek non-stop.I
mean 7-8 hours of travel, no time to stretch your legs and
inevitably answer nature's call; and relax the state of mind of
drivers, given their long routine.It is important to note here that
customers are very important in any business.It is because of them
that businesses are prospering and hence they deserve decent
treatment.My suggestion to this situation is as follows:* NABTA to
introduce the weighing of goods method, with a uniform rate per
kilogram (For example N$2 per kg).* Bus owners to train their
drivers/money collectors on the importance of good handling of
passengers/customers, specifically on their welfare and return of
money if they so demand.* Passengers should speak out with one
voice if the driver is speeding or drinking alcohol.They can report
it to the police at roadblocks or telephone the police right
away.As it is now, passengers fear to complain because they will
end up being kicked off the bus and there is no support from fellow
passengers although all of them are in danger.Ngula ya
Netangah
Windhoek