Yintoni "inkonzo?" Yintoni ngokwenene echaza "inkonzo?"
Kuthetha ukuthini xa kufikwa ekukhonzeni amawaka ezigidi zabakhenkethi basekhaya, bengingqi nabamazwe ngamazwe? Ingakumbi ngexesha lonyaka xa ibutho lehlabathi elihambahambayo libonakala lisendleleni ukuze likwazi ukuba kunye nantoni, yaye ngubani oyena ubalulekileyo kubo? Ulindelo lonikezelo lwenkonzo olukhethekileyo lubonakalisa ngokugqibeleleyo okulindelweyo kukaSanta ezinzulwini zobusuku, kuyo yonke indawo, kumntu wonke.
Igama elithi "inkonzo" liye laba yinxalenye yeziseko zeshishini lokhenketho, isiseko samaxesha omlingo ngokuchasene nezo zibuhlungu. Inkonzo ke ngoko inokuthathwa njengeyona DNA ibalulekileyo yonikezelo lwamava. Kodwa ngaba iqeqeshiwe? Okanye ngaba iyaqondakala?
Undoqo xa kufikwa kwishishini lokuhamba kunye nokhenketho: Zombini.
Embindini wamava ngendawo yokusingwa, inkonzo yenye yeendlela zokubonisa ububele bendawo ekuyiwa kuyo, ubuni bayo, kwaye okubalulekileyo, ubuntu bayo. Ihanjiswa ngokungagqibekanga kunye noyilo ngeenqwelomoya zayo, izikhululo zeenqwelomoya zayo, iihotele zayo, iindawo zayo ekuchithelwa kuzo iiholide, iindawo zokutyela, iindawo zayo ezinomtsalane, iminyhadala yayo kunye nemisitho, ukuthengisa kwayo, amaxesha ayo okubandakanyeka kwasekhaya. Izimbo zenkonzo zinokwahluka ngokwenkcubeko, ilizwe, ilizwekazi. Nangona kunjalo, ngaphakathi kwayo kukho imvakalelo efanayo: umnqweno wokunyamekela omnye. Yeyomntu, kungakhathaliseki ukuba injani na imeko yobungcali enokuvela kuyo.
UKUTHATHA INHLIZIYO KWINTO EKUFUNEKA KWENZEKE NGEMVELO
Kaninzi, nangona kunjalo, into efanele ukuba yindalo, ithuku ngokwenene, ngokungekho ngokwemvelo ihluthwa ingcinga, imvakalelo, intsingiselo. Imigaqo-nkqubo kunye neencwadana zichaza indlela yokwenza njengenye into.
Ukubona ngokucacileyo umahluko owenziwa yile nkonzo, zama nje ukuhamba kwisikhululo seenqwelomoya ukusuka nge-1 kaDisemba ukuya phambili. Njengoko iholide yeholide iqala, ngokunjalo isiphithiphithi sekhonkco lokuhamba. Amanqaku oxinzelelo azibonakalisa ngokukhawuleza:
• Check-in desks
• Security checks
• Immigration kiosks
• Boarding gates
Pressure valves start to burst, emotions run high, patience levels drop. True colors are rapidly revealed, the most frequently seen being red. Why? Because systems, put under extreme pressure from jumps in traveler volumes, start to show their breaking points, triggering off those of passengers. Lines become longer, slower, tighter, more irritating, more unfriendly. In the case of airlines, by the time passengers finally board, their breaking points are near (if not already reached) making the coming together of a few hundred frustrated passengers an enormous challenge for crew now responsible for their wellbeing for the next x number of hours. “Service” suddenly takes on a whole new level of expectations, including decompression.
Kodwa kukwezi zihlandlo apho imibala yokwenyani ikwabandakanya i-shades yegolide eqaqambileyo. Omnye onjalo ophethe oko kwabelwana ngokuqaqamba: Katherine Sian Williams, Cabin Crew kwaye ke ngoko unozakuzaku wenkonzo yeBritish Airways. Ngemvelaphi yeeNkonzo zeGround, ubeneenyanga ezi-6 kuphela emoyeni, kwaye ukuqonda kwakhe intsingiselo ye "nkonzo" kumtyhila ukuba yintsikelelo kwinkampani yeenqwelomoya ngamava awahambisa kubakhweli, kunye nomzekelo awumisela oogxa bakhe. .
KuWilliams, inkcazo yenkonzo ilula:
“Ngokwenene kukuphatha wonke umntu ngentlonipho – awuyazi into eyenzekayo ebomini babo. Yibanenceba."
Nkqu abakhweli abanobundlongondlongo bayavelana naye.
“Abantu bakhohlakele kuba baqale ngonyawo olubi. Usenabantu aboyikekileyo, abakrwada. Ukuba awukwazi ukutshintsha. Kodwa kukho loo mvakalelo, inyaniso, yokuba abantu basebenze nzima kakhulu, kwaye baya phambili. Kukho ukuziva unelungelo. Andibasoli. Bafuna nje ukunyanyekelwa ngendlela ebenza bavakalelwe kukuba imali yabo abayisebenzele nzima, yaye ixesha, liyaxatyiswa.”
Okuthetha ukuguqukela ekuqondeni komntu ngendalo yomntu, kwangaxeshanye abe nesazela ngomgaqo-nkqubo. Ngamaxesha apho uxinzelelo luqiniswa, nokuba kungenxa yeencopho zamaxesha onyaka okanye imiba yobuqu kunye nabakhweli ngabanye, "ukukhonza" kukufunda imeko kwaye wazi ukuba lunxibelelwano lwabantu olubambe isisombululo, hayi intetho yenkampani.
But how can one maintain a personal touch when growth of the sector is demanding technology step in to accelerate systems? With over 4% growth in international travelers each year to exceed over 1.18 billion in 2014 (source: UNWTO), over 8 million travelling by air alone each and every day across almost 1400 commercial airlines (source: ATAG), how can one-to-one work for one-to-millions?
UWilliams ugxininisa ukuba kwanokukhula kwecandelo kunokuhlangabezana nesidingo sokungalibaleki iziseko, egxininisa xa esithi:
“Le yindalo yomntu. Sifuna ukuthatha inxaxheba kwabantu ngakumbi. Into eyenzekayo kukuba thina, zonke iindawo zobomi bethu, siya sizenzekela ngakumbi. Sityhala indima yenkonzo kubuchwephesha. Ndicinga ukuba oko kuchasene noko kuthethwa kukukhathalela. Ngesizathu esithile, inkolelo yeyokuba ngaphandle kokuba uchithe imali eninzi, ngandlel’ ithile ulahlekelwa lilungelo lokufumana oko kufanele ukuba kube yinkonzo kubo bonke?”
Umceli mngeni njengoko sijonge kwikamva, kunye nokukhula esikwaziyo okwenzekayo, ngombulelo, kwicandelo lethu nakwicandelo lethu?
“Kulapho ndinexhala khona. Singalindela njani ukuba abantu abatsha abaza kuqonda ukuba inkonzo imalunga nokukhathalelwa kwabantu? Banenkathalo – abaqondi nje ukuba makwenziwe njani na. Abaziva benoxanduva lokukhathalela abakhweli ngokobuqu.”
IHAMBA IINDLELA Zmbini
Still, as much as those in the industry, on the front line of service, may do their best, we must never forget that being about human engagement, it is a two-way affair. From a traveler perspective, being on the “I paid for it” receiving end is not a good reason for bad manners.
Umntu, kwindawo ethile usebenza ubusuku bonke, kwiindawo zexesha, ngokucaphuka, ngenxa yethu. Umntu, kwindawo ethile, uchitha u-Eva woNyaka oMtsha kude nabantu abathandayo ukuba abe ziingxowa zokuskena ezisemoyeni ukusigcina sikhuselekile, okanye ukuya kuma-35,000 eenyawo esinika i-champagne ukuze sithobe kunyaka omtsha.
Naliphi na ikhonkco lekhonkco lokuhamba esinokugxila kulo, ngexesha lonyaka xa sinqumama ukubala iintsikelelo zethu, ngamana amandla ethu, ithuba lethu, ilungelo lethu lokuhamba liphezulu kuluhlu lwezinto esinombulelo ngazo ngokwenene. Kwaye abo bayinxalenye yothungelwano lwehlabathi benza ukuba kwenzeke kakuhle, ngokukhuselekileyo, ngenkathalo nangemfesane, yonke imihla, kuyo yonke indawo kwihlabathi lethu.
And so, as the countdown to the end of 2016 nears, and we look to 2017 as a new calendar of “where in the world next?,” keep calm and carry on. We’ll all get there. Thankfully.
