Passion should be the fashion !

I could write about how I feel I have been flung from the refrigerator into the fire ... what with less than a week ago having to cope with sub zero temperatures and now back in Cape Town, where there is a 40 degree heat wave in town .... which even by our standards is HOT! But I shall not bore you with any more weather talk at the moment... but rather some promised thoughts on service issues during my recent trip to the UK.

Anyone that knows me, will tell you I have always been an extremely passionate person when it comes to my job ... or in fact most things I believe in I suppose, and find myself expecting or sometimes even demanding this from other personnel that I come into contact with. (This does not always make me popular!) Not only that of my own staff in my previous job, but those elsewhere too. There is nothing worse than being served by somebody that so blatently does not give a damn or want to be there. We all have our bad days ... but do you have to show it? People often ask me what the biggest differences are between SA and the UK? Well if you take the lack of Baked bean varieties, no Coronation Street and absoultely no chance of a white christmas out of the equasion ... when I first started working in SA, I remember answering this question to a new work colleague and referred to the hospitality industry mainly as that was what I knew best. In 1994, it was clear as daylight in the UK, that approx 80% of people working in a hotel from my experience, were there because it was their passion to do that job, they got a thrill out of going to work each day. The other 20% were there because it was simply a job, it was their best offer! I could not help notice though that in SA at that time, it appeared to be the exact opposite - ie: 80% of people were there just for a job ... and there was the odd 20% that showed some sparkle, but in general the service was quite shocking and the staff really hard work. I also took into account though, that poverty and lack of education played a big role in this.

Well 15 years later, I get the distinct feeling that the tables have turned again. The exact details are not really relevant, but while in the UK, there were several incidents where it was indeed obvious that the educated person serving us at the time, whether it be at a hotel reception, a train, coffee shop, restaurant or wine bar had better things to do with their time and they did the absolute minimal required.

Whilst in SA, although there is still a major skills gap in many industries including hospitality ... it was only during these two weeks, that I realised how far they have come since my arrival in 1994 (I am not suggesting I take the credit by the way!!). What they lack in know how, they make up for in passion and to me, It should always be in that order. Needless to say,I have done alot of thinking about this on my many flights and train journeys and the reasons as to why it should be so apparent? My first theory is that the UK's work force appears to have been taken over by Europeans, Polish in particular. Which whether this is right or wrong is a topic for another discussion - but it is definitely the reason for there being a distinct lack of passion. NOT because they are Polish, but because to them it is a job to pay the bills ...the route to a better life. Nothing more, nothing less, whilst I cannot blame them for wanting to earn a better living - it comes across in the service that this is their only goal. My other theory is that although the above scenario was and still is to a certain extent the case in SA - Poverty very much remains, the clear difference since 1994, is that the workers although still needing just a job, apart from learning new skills, they seem to have made the connection that a friendly attitude, is often rewarded financially in the form of a tip perhaps and seem to have genuinely bought into the tourism philosophy that every 8 tourists = 1 job. They are excited about how far the country has come and where it is is going, 2010 is their year and they want to make a difference!

I realise that in many ways, it is unfair to make the direct comparison ... it is not exactly apples with apples and it is very difficult to generalise from a just a few incidents. I also do not want to give the impression that I am slating the UK. Not at all ... apart from the fact that my roots and my family are there - I spent many happy years there and will continue to enjoy my visits. Likewise, I know that SA still has a long way to go in many respects ... I guess I just find it interesting and fascinating really as to what makes a person motivated in their job, where does the passion come from ....are some people just born with it? and if people don't enjoy their job, how on earth do they get through each day? I will let you know if I ever find the answer to this one!