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