This is an open Letter to Mr Adam Stewart:

Dear Editor,

As the yuletide season approaches it would be the norm for your organisation to receive several warm wishes. I hope that my correspondence doesn’t get lost in the voluminous submissions during the period.

A few weeks ago during my sojourn to Hanover to spend quality time with my family, the unthinkable happened just as I ended my blissful days of relaxation and was about start my three-hour trek back to the hustle and bustle of Kingston. When I inserted the key into the ignition of my Honda City motor car I purchased a few months ago from your dealership, the unthinkable occurred — the car wouldn’t start!

In a panic, and being the frantic soul I am, I sought all possible assistance I could get from the very helpful staff at the hotel at which I was staying. But, alas, none could assist.

I then sought the help of my personal contacts, two of which were members of your staff. Within minutes of reaching out to them, they were able to coordinate an entire response team spanning both ATL offices in Kingston and Montego Bay.

Mr Stewart, in Jamaica, we are often bombarded with stories of negative customer service that is meted out to persons who spend their hard-earned cash to acquire assets so that they can live much more comfortably. And sometimes, unfortunately, these negative experiences can cause consumers to settle with or think it is the norm to accept and even tolerate mediocrity.

I wish, however, to thank you, and applaud your staff for raising the bar and entrenching in the minds of Jamaicans like me, that customer service should and must always be at the highest level, no matter the dollar amount you have spent.

The service above self that I experienced by your staff in assisting me in getting my car back to working condition, despite however minor the problem was, I applaud them. Not very often would any company or their staff go beyond the call of duty, especially on a weekend. My emergency occurred on a Sunday afternoon, so I am sure you can imagine the mental torture I experienced in realising that my car would not start.

I wish to unreservedly thank your following staff members for their assistance, and service above self: Suzette Campbell, Tanya-Sue Young, Petrina Purser, Everol Anderson, Jordan Powell.

Once again I extend my sincere gratitude and appreciation to the ATL team, as you not only do what you say, but you mean it, do it, and abide by it. ATL is truly unbeatable.

Nicole Hayles

nicoleantoinettehayles@gmail.com