Make It Easy
Make It Easy
The brouhaha surrounding the Kennewick, Wash., newspaper columnist requires closer examination. Isle visitors’
perception of aloha
is their realityAs Charlie Memminger rightly pointed out, she isn't an experienced writer and was probably using the column to justify to friends why she wasn't thrilled to be stuck here. That doesn't forgive slanted coverage or foolish stereotyping.
The larger issue is not about patriotism or lack of research. We need to start listening. Hawaii has a history of ignoring outside feedback. When Fortune, Forbes and the Wall Street Journal criticized our business-unfriendly environment, union-heavy politics and poorly diversified economy, even our governor lashed out. Perhaps it is time to pay attention.
How many tourists leave Hawaii with the same disgruntled opinion as Karen Zacharias? How many tell friends that we don't have aloha? We'll never know. And we rarely get a chance to defend ourselves the way we did this time.
The lesson is this: Perception is reality. Our truth is immaterial. All visitors have impressions created by their encounters while here. If they were unlucky and ran into a lot of rude people, then "Hawaii is a rude place" will be their reality.
You can grumble and fight it all you want. That is the way it is. Business owners, visitors' bureaus and organizations need to train their people to take care of these all too rare customers. Local residents need to set aside their own prejudices and treat these people with care.
For years certain factions have said they don't want tourists here. Several of the 1,500 respondents to Ms. Zacharias' column broadcast that to a large reading audience, even as 24,000 Hawaii residents are facing layoffs and foreclosures. Whether or not we want tourists, we are bankrupt without them.
The lessons?
First, until we find something better, we need the tourist industry.
Second, we must listen to visitor feedback and find ways to improve the experience for everyone.
And third, we are all a bit edgy. We are scared. Let's be kinder and more compassionate with each other and with our customers.
Everyone is hurting -- don't expand the pain by lashing out. Besides, being nice to each other lowers your blood pressure and makes you more fun to be around.
Beth Terry is president of Pacific Rim Seminars.
This column is excerpted from her upcoming book,
101 Ways to Make Your Life Easier. Send questions
on management, customer service and other issues
to beth@bethterry.com.