Lack Of Customer Care

THIS letter is directed to all stakeholders in the long distance buses (taxis) especially which transport between Windhoek and the former Owambo, that is Namibia Bus and Taxi Association (NABTA), bus (taxi) owners, drivers and passengers.

It is high time that Namibians learn the importance of customers to their businesses. The transport industry is unfortunately one of those businesses that lack customer care.Whether this is a problem of drivers or bus owners, one can just not understand it.It starts with the drivers or money collectors grabbing customers on the understanding that the bus is leaving soon and making them pay very quickly.Once monies are paid, the urgency ceases.You are in their bag.If you find out that they are taking too long and you want your money back to take other transport, the money is non-returnable, unless you want to provoke a fight.The seating arrangement is also not convenient.The bus is so crammed that a passenger may end up standing up for the whole journey.The driving speed is high and one is not even sure of safe arrival.If you complain, you are told to disembark and the bus continues.Passenger welfare is not considered.Imagine a distance from Ondangwa to Windhoek non-stop.I mean 7-8 hours of travel, no time to stretch your legs and inevitably answer nature’s call; and relax the state of mind of drivers, given their long routine.It is important to note here that customers are very important in any business.It is because of them that businesses are prospering and hence they deserve decent treatment.My suggestion to this situation is as follows:* NABTA to introduce the weighing of goods method, with a uniform rate per kilogram (For example N$2 per kg).* Bus owners to train their drivers/money collectors on the importance of good handling of passengers/customers, specifically on their welfare and return of money if they so demand.* Passengers should speak out with one voice if the driver is speeding or drinking alcohol.They can report it to the police at roadblocks or telephone the police right away.As it is now, passengers fear to complain because they will end up being kicked off the bus and there is no support from fellow passengers although all of them are in danger.Ngula ya Netangah WindhoekThe transport industry is unfortunately one of those businesses that lack customer care.Whether this is a problem of drivers or bus owners, one can just not understand it.It starts with the drivers or money collectors grabbing customers on the understanding that the bus is leaving soon and making them pay very quickly.Once monies are paid, the urgency ceases.You are in their bag.If you find out that they are taking too long and you want your money back to take other transport, the money is non-returnable, unless you want to provoke a fight.The seating arrangement is also not convenient.The bus is so crammed that a passenger may end up standing up for the whole journey.The driving speed is high and one is not even sure of safe arrival.If you complain, you are told to disembark and the bus continues.Passenger welfare is not considered.Imagine a distance from Ondangwa to Windhoek non-stop.I mean 7-8 hours of travel, no time to stretch your legs and inevitably answer nature’s call; and relax the state of mind of drivers, given their long routine.It is important to note here that customers are very important in any business.It is because of them that businesses are prospering and hence they deserve decent treatment.My suggestion to this situation is as follows:* NABTA to introduce the weighing of goods method, with a uniform rate per kilogram (For example N$2 per kg).* Bus owners to train their drivers/money collectors on the importance of good handling of passengers/customers, specifically on their welfare and return of money if they so demand.* Passengers should speak out with one voice if the driver is speeding or drinking alcohol.They can report it to the police at roadblocks or telephone the police right away.As it is now, passengers fear to complain because they will end up being kicked off the bus and there is no support from fellow passengers although all of them are in danger.Ngula ya Netangah Windhoek