Dear Editor,

It is rather unfortunate that after almost 200 years since the abolition of slavery, our society still suffers from the residual effects of colonisation and that has caused us to relapse on sociocultural advancements. As a people, we have fought to liberalise our cultural identity from the shackles of imperialism, but it seems that we have been met with a few challenges that threaten this.

The commercial industry, predominantly retail stores, fast food restaurants and supermarkets, are a perfect reinvention of the cane fields; from Mr Chin’s haberdashery to ‘elite’ stores. The plantation-like organisational structure of these stores is pitiful. However, it is the counterproductive nature of these establishments that is really a cause for concern.

A quick scan around any of these establishments can easily determine the stratification of the employees. In supermarkets and retail stores, the line staff are usually on the production floor working in their various capacities (cashiers, sales clerks, packers, baggage assistants, janitors, etc). The supervisors are always strategically placed in a location that allows them to ‘oversee’ the line staff (similar to the functions of an overseer on the plantation), while tending to ‘supervisory stuff’. This ideal location is either a raised platform or a customer service counter on the production floor.

While this sort of ‘plantation’ arrangement may just very well be a mind over matter experience, the inconvenience that comes with it most certainly is not. On several occasions I have witnessed lines a mile long being held up because the cashier, who has not been dignified with any real sense of integrity, is bellowing the top of her lungs, “Suupavaisa!!!! Vaid!!” Then the wait for the power of a single swipe or code to get the line moving — counterproductive; a wanton inconvenience to and disrespect for customers.

On one particular occasion, my friend, who is also baffled by this illogical ‘power of the code’ vested in the supervisor, questioned the premise of this inexpedient policy and he was told in no uncertain terms by a supervisor, “That will never happen!” Apparently, ‘the code’ symbolises the authority and importance of the supervisor, and arming a cashier with this much authority threatens to destabilise the rigid organisational structures of these establishments.

As with everything else, we seem to borrow a lot from America but we never seem to be able to borrow the best practices, like their culture of providing world-class customer service. As a college student on the summer work programme, I have worked at several establishments in the capacity of a cashier and I have never been impeded by a ‘code’ to effectively and expediently tend to customers, as all cashiers void and apply discounts to most transactions, except those that require approval such as some employee discounts or a tax exemption.

I find it quite condescending for these establishments to hold their employees in such low esteem that they feel they cannot be trusted. As if any misuse of this function, whether by the supervisor or the cashier, will not be fully recorded by their point-of- sale systems.

It is on that notion I implore these organisations to review their policies and empower cashiers with the authority to provide their customers with expeditious and efficient service.

Rhonda Williams

cinnydspice@yahoo.com