As we struggle through a quite severe economic downturn, it is important seek out the best examples of how businesses choose to respond.
The first action is always to look inwards – what actions can we take to reduce operating costs, thus making the business more lean and more able to weather the economic storm?
Unfortunately, this often translates into reductions in payroll expenses, either through reduced hours or the curtailing of “discretionary spending” on employee benefits including training and development.
So, while many companies can boast of not laying off staff, which in itself is admirable, the employees know that they have had to tighten their belts and forego many employee-related developments as their contribution during the economic downturn.
Is there another model that does not focus on the downturn but looks towards the upturn? That chooses to invest rather than divest? Does this make sense in such harsh economic times or is it foolhardy? The example of A1 Supermarkets may be instructive.
Andrew Bynoe and his investors have a vision of Barbados that is not rooted in recession but in economic growth and prosperity. And they put their money into bricks and mortar, state-of-the-art technology and best-of-class supermarket systems to prove it.
The evidence stands before us as we travel [through] the Carlton district – a world-class shopping facility rooted in the ordinary man and woman of Black Rock and surrounding areas.
While this investment is outstanding in itself, the Bynoes have always dreamed of surrounding themselves with the best developed team of employees of any establishment in Barbados.
“My only regret is that I could not have done this 20 years ago”, Mr Bynoe reiterated several times during our interview.
So, while the millions of dollars in fine-shopping real estate are evident along Black Rock Road, an even more important investment is taking place.
The Bynoes have entered into a partnership with TVET to retool the entire human resource of their group of companies to become A1 people delivering A1 service.
This may seem like merely propaganda since the term “A1” is used so frequently but I am happy to report that a real investment has taken place in a way that may be unprecedented in the annals of business in Barbados.
When I was leader of the American Airline subsidiary information processing company in Barbados in the 1980s, we prided ourselves on being “The On-Time Machine” – responding on time, delivering on time, being on time with the best punctuality and attendance records ever seen among such a large workforce of ordinary Barbadians.
So I understand what it takes to motivate an entire organization to the level of exemplary thinking and doing.
That is what Andrew Bynoe means by “A1 people”. A1 Supermarkets chose to use the period of slow economic activity to invest in retooling its entire staff through training for themselves as human beings and for the company.
The training placed emphasis on a variety of business skills: knowing your products; delivering A1 customer service; health and safety in the workplace. Most companies would be quite content with this level of training even in prosperous times but it is in the area of personal development that the company really shines.
Mrs Bynoe greets and addresses every group of employees when they arrive for each session of training. She wishes to let them know of the Bynoes’ personal interest in their growth and well-being. Then she hands over to the professional facilitators to lead workshops.
A1 Supermarkets have chosen to invest in improving the personal skills and aptitudes of its people in improving relationships: how to invest in a positive attitude; how to deal with difficult situations and people; how to foster better communications with those with whom we come in contact daily.
They have also provided detailed education in managing your health and wellness and maintaining strict hygienic conditions in the workplace and, of course, A1 customer service.
Every employee from senior management to entry-level packer has had the privilege of seven months of training in these skills, an investment of significant sums at a time of economic downturn. What an act of faith and example of business proactivity!
Vancourt Rouse is a Barbadian business leader and can be reached at [email protected].
