How to Interpret the Concept of “Customer Satisfaction”

I trust that by now you are all safely back at work and, for those of you who had a well-deserved rest, that you are ready to face the new year with renewed vigour and energy. You will recall that toward the end of last year, Namibia faced a  fuel shortage at a time when virtually the whole of Namibia (and its visitors) were on the road to the one or other destination. As to why this happened is another chapter and I leave it at that. The fuel shortage, however, also had an impact on me. On my return trip from a a small town in Namibia (names are withheld to protect the innocent) I intended to fill up my car to get through to Windhoek without having to stop en-route. Pulling up to the pump I asked the attendant to fill up the tank to which he replied “Maximum 50 litres only”. Upon enquiring what the reason for such rationale was, I was told that “all the clients of the said filling station need to be kept satisfied and there might not be enough to go around”. All other aspects such as asking about the car’s oil level etc. were carried out in pursuit of keeping the customer satisfied. When I received and paid for my quota of 50 litres my tank was not yet full and – may I be forgiven for this – I drove three meters further to the next pump awaiting the next transaction of a further 50 litres or part thereof. The same attendant came forward and enquired whether anything was wrong. When I told him I wanted to fill up my car, his expression and open-mouthed disbelief told a story. After a short but friendly debate as to whether I can fill up my car – yes you guessed it – he declined to help me, all in the interest of customer satisfaction. There has to be a lesson in this!

We at The Management Advantage Consultancy cannot control the fuel shortage but we can train your staff on the concept of customer satisfaction where this is a core value of your company.

(I did get home alright for those of you who may have felt a tinge of concern for my well-being – Thank you)

My Domestic Help/Child Minder/Gardener is HIV+

Fear is a common reaction. Both parties are concerned for the welfare of themselves and their families. The employer harbours fears about accidental transmission, especially if the worker is caring for children, and the employee is afraid of losing his/her job.

HIV/Aids is a non-curable, life-threatening illness. The fears felt by the parties involved are valid; but are they justified? The risk of contracting HIV from a domestic worker in the normal line of duty is extremely low. The risk of transmission is narrowed down primarily to instances where there is injury and bleeding. On paper the situation seems less frightening but the questions remain. What are the real risks? Is there a moral obligation? What does the law say? What are the guidelines for dealing with an HIV-positive worker in your home?

Well firstly, terminating the contract of employment for “safety-sake” is not the answer. Statistically you have a 25% chance of employing a new employee who too is HIV+. Besides, taking an option like that results in a host of other headaches, such as unfair dismissal, discrimination suits, selective recruitment, etc. Thus, what are you to do?

Real risks of transmission. As stated above, the real risk of contracting HIV from a domestic worker is very low in the normal line of duty. Whether or not you know the HIV status of your employee, the introduction of precautionary work practices is a good beginning. As is disclosure and open channels of communication, which allows better management of the situation, but this is unlikely to happen. Precautionary working practices can be outlined in the contract of employment as essential characteristics of the job. These would include, but not be limited to :

• Provide an appropriate First-Aid kit and First-Aid training
• Wear latex gloves when handling any form of body fluid
• Cover cuts and lesions with waterproof dressing
• Disinfect hands before food preparation, discard affected food and sterilise utensils

It is difficult to supervise such safety rules and in the end, it comes down to “mutual trust”. Nobody would willingly harm the next person but when safety rules and the reason thereof are discussed openly, acceptance and compliance is easier embraced.

Moral obligation. Empathy and sympathy and even a sense of pity often accompany an employer’s fears, especially when the employee had been with the family for many years. At this time the line between employer/employee relationship becomes blurred and a natural reaction would be to want to help. Beware of “taking over” or “managing” the employee’s illness. Whilst the intentions may be good, you may be robbing the employee of his/her self-esteem. From a moral obligation perspective, support becomes invaluable, but acting in a paternalistic fashion is not the answer. Support can come in many ways, such as :

• Obtaining literature for the employee
• Arranging for counselling in the employee’s home language
• Providing the right food in helping to boost the immune system
• Allowing for time off to go to clinics

Legally speaking. The Government Gazette No. 1835 of 3 April 1998 sets out guidelines for the implementation of a national code of HIV/Aids in employment. This document may provide a good basis for the management of this pandemic. Other than that, good people management further dictates that :

• Namibia’s Constitution protects an individual’s right to privacy. Therefore, a person’s HIV status may not be disclosed without their permission
• A contract of employment must exists between employer and employee, identifying the employee’s duties, benefits in terms of leave, inherent requirements for the job, etc.
• Full-time employees must be registered with the Social Security Commission which enables the employee to claim some compensation when the illness prevents them from continuing their job

• An employee may not be discriminated against based on HIV status
• Employees are not obliged to disclose their HIV status
• When an employment contract is terminated, the reason for the termination may not be revealed, unless so requested by the employee

Guidelines for dealing with and HIV positive employee. HIV/Aids is NOT transmitted through :

• Sharing crockery and cutlery
• Contact with toilet seats
• Swimming pools
• Insect or animal bites
• Coughing or sneezing
• Eating foods prepared by someone with HIV
• Kissing, touching, hugging or shaking hands.

A person with HIV may remain healthy and productive for years after initially contracting the disease. On average, it takes seven years before symptoms start to show. The speed with which HIV declines to Aids depends on many factors, including the use of antiretroviral, stress levels, environmental and nutritional standards. To simplify handling this complex, personal and increasingly widespread predicament, make sure both parties are aware of the facts. Have a contract of employment in place. Consider moral obligations before it becomes an issue. Talk openly and honestly. Last but not least, honour the employee’s right to privacy.

A Gentle Word on Behalf of The MAC

We are on the ‘world-wide-web”. A portfolio, previous newsletters, and a host of other information is available at www.themac.com.na , so surf along and tell us what you think.

Some valid humour - A teacher was giving a lesson on the circulation of the blood. Trying to make the matter clearer, she said, "Now, class, if I stood on my head, the blood, as you know, would run into it, and I would turn red in the face." "Yes," the class said. "Then why is it that while I am standing upright in the ordinary position the blood doesn't run into my feet?" A little fellow shouted, "Cause your feet ain't empty."

When you need help in dealing with employee issues, be it a policy of HIV/aids in the workplace, training, putting in place a system of good people management, developing your managers and supervisors skills in the interpretation of the labour laws and understanding the rules, conducting disciplinary and appeal enquiries, planning the content and context of information disclosure, etc. and you want to talk to some one whose head “ain’t empty”, give us a call.