Improved service vital for survival

Improved service vital for survival

Compliments must be given to Mrs. Donna K. Woodward, Mr. Erik
Versavel and other foreigners who openly point out the
shortcomings in Indonesia. We are supposed to keep our mouths
shut because we are only guests here. The reason we are so blunt
about it is because we love this country and its people. If we
did not care, we would keep silent or leave the country.

Services in Indonesia will deteriorate further in 1999, as Mr.
Versavel correctly pointed out. It is bothersome that when it
comes to service, which does not require huge investments,
Indonesian companies do so little about it. Is it because they do
not know the meaning of service or is it ignored? I personally
believe they know, but are not willing to change their attitude.
The deterioration of services is visible all over. A survey would
show that not only tourists and foreigners but also Indonesians
are getting fed up with being ripped off.

Another problem is the matter of trust. Nowadays everybody has
suspicions about being cheated in one way or another. This is the
result of corruption, collusion and nepotism. A society, a
country, a business, a partnership cannot work if distrust is the
rule. Trust is the basic essence of survival, otherwise collapse
is unavoidable. Trust is something which you have to build up
gradually; it is not given instantly. Some people in Indonesia
have the choice to leave the country and rebuild their lives
elsewhere. But what about the others? They have no alternative.
Thus it is high time that everybody, especially the private
sector, works to improve the situation by giving better service.
Believe me, if you improve your service, the trust will come
back.

PETER M. GANZ

Semarang