BASSETERRE, St. Kitts - POPULAR Taxi operator Winston Duporte is of the firm view that taxi operators could survive the economic challenges by delivering quality service this year.
Duporte, who owns a taxi service called WW Eco Tourism and Transportation, has been in this business since 1987. He pointed out that his colleagues must recognise that taxi operators hold the key to an enhanced business climate.
“It is very important to realise that taxi operators hold the key to good or bad taxi business in St. Kitts and Nevis. If we do not give a very good service, then it reflects on the service industry here,” he said.
Duporte said that with a number of businesses feeling the squeeze of reduced income, he would like his colleagues to ensure the service that they offer to their clients would create the need for return visits, and also for a positive message to be pushed about what the Federation has to offer.
He said that while things are difficult globally, he believes that the Federation could benefit in a big way owing to the many opportunities and the advanced level of tourism here.
“We as taxi operators must realise that the brunt of the Federation’s tourism ability rest with the level of service that visitors receive from us. Our service must be so good that they (visitors) must want to return”.
Duporte issued an appeal to taxi operators to remedy the shortfalls within the sector, stressing that the economic difficulties have presented them with an opportunity to demonstrate that they could offer quality service despite the challenges.
He said taxi operators should not distinguish between the services they offer to visitors and locals, pointing out that some of his colleagues are guilty of providing substandard service to the latter.
“I have been told many times that there are taxi operators who would rush to offer quality service to visitors but gives poor service to locals. This must change, as every customer must be given quality so that when they speak about taxi operators it must be one that will make us proud”
He said ensuring customer satisfaction should be of paramount importance. He stressed that what taxi operators do could impact on other areas, and if they are negative impacts they would affect the entire Federation.
Duporte admitted that he is cognizant that a number of operators are challenged by many issues. He however noted that despite the challenges, delivering the service that is expected of them is what would keep the sector moving smoothly.
“Visitors must know that when they come to St. Kitts and Nevis they are assured of the best possible service, as we taxi operators must pride ourselves that we offer the best service in the region and even beyond,” he said.
Duporte believes that the problems could be alleviated with further training and assistance should be given by the Ministry of Tourism. He said that a closer relationship between taxi operators and the Ministry should be forged in order to ensure that the service provided is one that the government and people of St. Kitts and Nevis are proud of.
He further suggested that a department be created with the primary objective of addressing customers’ interests and also to provide assistance and tips to operators so as to ensure a level playing field for all. This, he added, would eliminate the perception of discrimination and preferential treatment.
Duporte declared that the onus is on the taxi operators to find and rectify the shortcomings in their operations, adding that he would like to see a concerted effort from his colleagues to not only look at service but also the way in which they dress and the condition of their vehicles.
“Service is not complete without the operators properly dressed and a vehicle in which persons can feel satisfied and relaxed, as in this business every area plays an important role.”
