The Editor, Sir:

I read in an article some years ago that Sam Walton, the late founder and owner of the famous Walmart empire, would travel around the United Sates and enter his stores disguised as a normal customer. He would interact with the stores' workers by asking for help. He would then take notes, including names of the persons with whom he interacted and, at the end of his shopping trip, he would have private meetings with his store managers and give them detailed feedback about the health of customer service in the store.

In most cases, we can fix the customer service problems in both our private sector and public sector businesses in Jamaica using simple techniques as outlined above. I am completely in agreement with the editorial on Saturday, September 27, of The Gleaner. Regardless of the amount of resources available to the police, if they are not motivated to respond to the needs of their customers, the problems will always exist.

Good leadership

There are no alternatives to 'good leadership and manage-ment'. It was refreshing to read in one of your publications where one of our public sector leaders was quoted as saying that one of his improvements resulted in the reduction of the processing time to clear a motor vehicle from customs. It is this type of customer-centric focus the police force must embrace in order to reduce the crime rate. The public will cooperate more with the police if they believe that the members of the force are friendly, courteous and efficient.

After all, the police force is not much different from any other business operating in Jamaica. Its business is to protect law-abiding individuals. It must also be understood that the private security companies are its competitors.

I am, etc.,

CARLTON FEARON

clarendonlube@yahoo.com

Mandeville, Bloomfield

Via Go-Jamaica