When it comes to tourism, we have to sweat the small stuff
In 1997, the author Richard Carlson had huge success with his book “Don’t Sweat the Small Stuff”. I liked the book and the premise on which it is based, although I think there are many occasions where the small stuff really matters.
In particular when it comes to government, there is an inclination to focus on the big policy statements and projects. These are undoubtedly important, but often it is the little things that really impact on how people perceive government and this country.
Last week, I flew to Mauritius for a few days rest with my family. The flight was scheduled to depart at 11 pm from Cape Town, so we were at the airport just before 9 pm. I’m aware that for most of the staff it must have been the end of a long shift, but the level of grumpiness was really inexcusable. The woman at the Air Mauritius check-in counter barely looked up. Questions were either ignored or answered with a nod. Not even my super cute one-year-old grandson could get a smile from her.
The security lines were long and moved at a snail’s pace. For some bizarre reason only one aisle was open – despite the fact that there are a number of late night flights departing from Cape Town. Then came passport control. At least there were two officials present - until someone who had overstayed her visa was taken to the back and we were down to only one open kiosk.
To be fair that person was at least friendly and efficient, but it took ages. In the duty free shops the staff were grumpy and not keen to assist. I want to emphasise that I am sympathetic that they must have had a long day, but it was really unpleasant.
Five hours later, we landed in Mauritius. It was 6:30 in the morning, but what a difference. The airport was sparkling clean and looked well maintained and welcoming. As far as I could tell only two flights landed around that time - one being ours. Still, I counted 16 open passport counters. The staff all around the airport asked if they could assist us in any way – all with friendly smiles. The immigration officer couldn’t be more helpful, as were the customs people.
This continued throughout our stay. While shopping, I realised that I needed a coin in the local currency – which I didn’t have - to release the lock of the shopping trolley. A security guard spotted my dilemma, searched through her wallet and gave me a coin with a friendly smile. A small thing perhaps, but what a difference it made.
Our host at the Airbnb insisted to meet us at the airport, “to make things easier”. He organised fort the rental company to drop the car to the house for free and on departure presented us with a fresh loaf of bread and fruit. He also checked that night whether we had arrived safely at our next destination.
It is often such small gestures that make a big difference in how a country is perceived and remembered by tourist. Most of it doesn’t cost much – it requires only an attitude adjustment of sweating the small stuff.
I fly a lot and it really upsets me to see how the airports – in particularly Cape Town and OR Tambo are deteriorating. The walls are dirty, toilet seats and doors broken, taps not working and above all – the staff are more often than not grumpy and unhelpful. There are no excuses for any of this. It won’t take a lot of money to give the walls a scrub every now and then, or fix toilet seats and locks. Most of all, some proper management and training can ensure helpful and friendly staff.
These are the first things people notice when they enter our country and it matters.
As the saying goes – first impressions last. When I have a bad experience at another country’s airport, it influences how I view that country and the rest of my trip.
Mauritius gets over 1.3 million tourists every year. This is a small number compared to South Africa’s 5 million, until you realise that Mauritius only has a population of just over 1.2 million people. In other words they have the same number of people visiting as their whole population. We won’t be able to manage 60+ million tourists, but imagine what it would mean for our economy if we could get just a couple of million more.
Many years ago when Cheryl Carolus were still head of SA Tourism, she started the welcoming campaign. The campaign educated South Africans about the importance of tourists for all of us.
I believe that it is again time for such a campaign.
Of course, we have to sweat the big stuff such as security, value for money and ease of getting visas. However, even if these things are in place and people are met with dirty and unmaintained airports, long queues at immigration and security as well as grumpy service staff, the chance of return visits are almost zero.