Connect with us

Features

Customer Service in a Septic Isle

Published

on

by Septic Service Michael Patrick O’Leary

Mellifluous Amiability

During our lengthy visit to the UK from Sri Lanka, my wife and I went to the Walter Sickert exhibition at Tate Britain. I bought Matthew Sturgis’s hefty biography of the painter from the Tate shop and found it an absorbing read. Sickert was a handsome, witty and charismatic figure, friend of Degas and Whistler, with more female conquests than a rock star of today. Sturgis authoritatively dismisses crime writer Patricia Cornwell’s absurd notion that Sickert was Jack the Ripper. In the summer of 1917, the Sickerts went to Bath. “Bath is it”, Sickert wrote. “The mellifluous amiability of west-country gaffers & maidens …” He took a studio at 10 Bladud Buildings.

My wife and I decided to celebrate our Silver Wedding anniversary by spending a week in “a luxury Regency apartment in the historic and cultural city of Bath.” I have enjoyed many visits to the city over many decades. I had not visited the city since I left England in 1998 and I was shocked to see what the once-elegant and sophisticated Bath has become.

The “cultural city” seems to have become a venue for stag and hen parties. There were huge gangs of bizarrely attired young women roaming the streets and hordes of shouty, boozy young men whizzing recklessly around pedestrian areas on Escooters. All the restaurants and pubs in Bath are jam-packed and noisy. Bath has entered the contemporary world with a vengeance and turned into a Benidorm located in boozy Britain itself.

Oxters of Maskless Strangers

I am a methodical, kind of a chap, and I planned meticulously in advance. Before setting off from London, I stored as much vital information as I could on my smart phone and made sure the dread gadget was fully charged. My OCD nature was no match for GWR (Great Western Railways), who were providing our transportation, or for the property rental company providing our accommodation.

My target was to check in at our Bath accommodation at 16.00. The tube trains heading for Paddington were scrunched to the gills with unmasked passengers in shorts, many of them carrying cute little dogs, (like the one which allegedly voided on Johnny Depp’s bed) which seem to be this year’s fashion accessory in Britain. We contrived to arrive at Paddington Station with plenty of time to spare to catch the 14.02 Bristol Temple Meads train which stops at Bath Spa. The passengers awaiting that train were getting cricks in their necks looking up at the information board to see which platform to go to. Screaming hyper-active infants were writhing about on the ground where the miniature dogs had micturated and humans had vomited.

It was way past 14.02 when the information board told us that the train was “preparing” but the board still did not tell us which platform to go to. The concourse was throbbing with sweating, obese, tattooed people. When the go-ahead was given to board the train, the masses wobbled forward menacingly but I did not panic, because I had reserved seats in Coach H. Except….. there was no Coach H! A very stressed GWR functionary manandwoman-handled us on to the train. We were left standing in the train corridor for the entire two hour journey with our faces in the oxters (not all armpits are charm pits) of maskless strangers, buffeted by back packs.

No Admittance

We were glad when we arrived at Bath Spa station but the place was upheavaled because of building works. There was also an unexplained police presence, which surprised our Bath friends, who thought Bath police station had been closed because of government cuts. British police these days only investigate pronouns not real crimes. Disrupted Britain. The prime minister (at time of writing) Liz Truss celebrates disruption.

In days of yore, we might have been able to relax in the café of Debenhams department store just opposite the station. The store had been operating since 1813 but closed in May 2021. We waited a long time for a taxi but it was only a short drive to our accommodation. On the taxi journey I noted that, despite the demise of Debenhams, most of the nationwide retail chains were represented – Primark, Waitrose, Marks and Spencer – and each had in their doorway their statutory homeless person with dog (or two). Food banks and street sleepers have become part of the warp and woof (pun intended) of British life (along with shuttered-up shops) even in affluent locations like Bath Spa. There is even a statue of a homeless man and dog outside one Bath store.

Blocked Passage

I had been notified by an email from the rental company that the keys would be in a box which could be accessed by using the code 4774. I had made a note of that number on my phone as well as on old-fashioned paper. The key box did not open in response to code 4774. I had been told to ring a mobile number at the rental company when we arrived. I did so, but nobody answered. I also sent three WhatsApp messages which were ticked as being received, but, to this day, no one has responded.

We went to the Queensberry Hotel opposite the apartment and made phone calls to several of the rental company’s numbers while consuming very expensive beer. Nobody answered any of the calls. The hotel receptionist was anxious to help and gave us an address at Bladud Buildings (a few doors away from Sickert’s studio) which he said was the office of the rental company. The streets of Bath are steep and the sun was intense but we went to Bladud Buildings and found that there was no office there, only rented apartments. Luckily, one of the tenants at Bladud Buildings (a young man with rather fetching black nail varnish and much metal facial furniture) used his phone to call another number. I spoke to someone who suggested that I try the key code 1812. The tenant said that was the code he had been given to access his apartment at Bladud Buildings. We climbed back up the punishing incline to Royal Crescent. I tried 1812 and it worked.

I note that a six-bed apartment (popular with the hen-parties that roam the streets of Bath) in Bladud Buildings was available in 2017 for a rate of “From £1,277 per night”. At today’s exchange rate that is LKR 512,277 per night. The company that locked us out is clearly doing well, although there was a note in our apartment reminding us that refuse bags were expensive.

The boss of the rental company (whom I will call A) seems to have a penchant for overblown language. In spite of our travails, we got a standard message on departure expressing confidence that we would have had an “amazing time.” When I first told A about our problems getting into the apartment she said she was “mortified”. She said “I feel terrible for you both. Certainly not the arrival we want any of our guests to have. Please accept my sincerest apologies.” That is fair enough, but I detect a strategy often adopted by organisations dealing with customer complaints. A said, “I don’t understand why your calls were not answered? Did you have J’s and the main office numbers?” Later, I got an email from the Office Manager, whom I will call B) who remarked in passing, “Normally we are all extremely organized so I am unsure how this has happened.” No admittance of fault. Sorry, it must be me.

An Absence of Humans

Office Manager B did clarify something for me. There was no human being actually available from the rental company when we were locked out. I had dealings with at least eight people at the rental company. A said, “I was at Lucknam Park for my anniversary so didn’t have reception.” I was also trying to celebrate my anniversary, but I am a mere paying customer, so don’t worry about me, just pardon me for interrupting your celebration. Sorry to be a nuisance.

Office manager B said, “I was actually on leave when you arrived.” B promised to contact K (who had given us the misinformation that banished us to the street) “when he returns to the office later today”. K does not work on Fridays, so why did he ask me to phone him? B said she would speak to J (the Property & Logistics Manager who had claimed to have sent me the correct code) “when he returns to the office on Thursday”. At the time B was writing this A was “currently out of the country.” Lights on, nobody home.

More about customer service in my next article.



Continue Reading
Advertisement
Click to comment

Leave a Reply

Your email address will not be published. Required fields are marked *

Features

Defend civic space upon which peace is built

Published

on

by Jehan Perera

International Peace Day was observed on 21 September. It finds Sri Lanka with a genuine achievement to record and a demanding test to meet. The UN’s theme this year was “Invest in Peace: For Everyone, Everywhere, Every Day.” It also honoured the “everyday architects of peace”—people driving local action and building a lasting peace from the ground up. In the 2026 Global Peace Index, Sri Lanka rose 30 places, from 97th to 67th among 163 countries. Over the same period, global peacefulness declined for the twelfth consecutive year to its lowest level since the index began, and South Asia suffered the sharpest regional deterioration. The test is whether the government will protect the civic space in which those architects of peace work.

Sri Lanka’s improvement is real and deserves acknowledgement. In this year’s review, issued a few weeks ago, the UN High Commissioner for Human Rights acknowledged progress in the form of action against corruption, arrests and investigations linked to political killings, enforced disappearances and the 2019 Easter Sunday attacks, and continued official denunciation of racism. A ranking, however, records conditions at a particular moment. It does not guarantee that they will last. Sustainable peace will depend on three factors. These are whether the government addresses the unresolved causes of conflict, whether it strengthens accountability for past and present abuses, and whether it protects the civic space in which peace is built from below. On the first two the record is incomplete. On the third, the draft NGO law threatens to weaken the very organisations that press for the other two.

What holds Sri Lanka back from a higher place are the same things that fed the war at home and also feed international conflict that rages elsewhere in the world. These are racism or ethnic nationalism that is narrow-focused, corruption and lawlessness. Equality, accountability and the rule of law are their remedies. The present government has committed itself to these, and is a significant improvement over governments of the recent past. But these pillars are not held up by governments alone. Peace is made in villages, workplaces and university campuses. It is made by families who insist on the truth about their disappeared, by journalists and lawyers who expose abuse, and by community organisations that bring Tamils, Muslims and Sinhalese into practical cooperation.

Unfinished Work

The UN High Commissioner’s report to the current Human Rights Council session, covering October 2025 to July 2026, shows how much remains to be done. The Prevention of Terrorism Act is still being applied, producing arbitrary arrests and long detention without charge. The report calls for a moratorium pending repeal and for the release of long-term detainees. Military-occupied land has not been released, memorialisation lacks support, and tensions over land and religious sites persist. The Batticaloa district illustrates how such problems endure. In the past three years, two Presidents, Ranil Wickremesinghe and Anura Kumara Dissanayake, have visited and instructed that the dispute over grazing land in Mailaththamadu and Mathavanai be resolved. It is a dispute between Tamil cattle farmers and outside Sinhala cultivators, and it has not been resolved. When two Presidents issue instructions and nothing changes, the fault lies in the machinery of State. An unresolved dispute does not stand still. It hardens into the next grievance.

Accountability shows the same pattern. The report documents torture and deaths in custody, and surveillance and intimidation of activists, journalists and civil society. Serious cases remain stalled for years, among them the killing of seventeen aid workers of Action Contre la Faim in Muttur two decades ago. Sharper still is the case of the Eastern University refugee camp at Vantharamoolai, where in 1990 the army took away 158 persons in a single day. They were never seen again. The camp’s officer-in-charge, Dr T. Jayasingam, later Vice Chancellor of the university, identified the officers responsible. More than three decades on, those officers have not been questioned. These cases are still remembered because families, survivors and independent witnesses have refused to let them be forgotten. Meanwhile several commissions of inquiry have completed their investigations but nothing further has happened.

What South Africa, Argentina and other post-conflict societies have found indispensable are four pillars of what is called “Transitional Justice” which are truth, accountability, reparations and non-recurrence. In Sri Lanka’s circumstances, truth means credible, independent investigation of what happened to the disappeared, and support for memorialisation. Accountability means prosecuting Muttur, Vantharamoolai and comparable cases, and removing credibly accused persons from senior office. Reparations mean compensation for victims and the return of military-held land. Non-recurrence means repealing the Prevention of Terrorism Act, releasing those held under it in the meantime, and resolving local disputes such as Mailaththamadu before delay hardens them. A country that buries its past does not escape it. The past returns in the next generation.

Civil Society

It is against this background that the draft NGO law is most troubling. The proposed legislation contains sweeping provisions for State oversight and control of civil society organisations. Among these are enforcing a licensing requirement on NGOs, which is to be renewed every three years, and severe penalties for not submitting reports on time, or for spending on emergency flood relief (for instance) when the NGOs mandate is peacebuilding (as an example) with possible sanctions including deregistration and having to shut down. Civil society groups have warned that it would confer excessive discretion over their registration and operations. Officials in Sri Lanka have abused such powers in the past. Additional power without effective checks invites further abuse. Sound regulation would have clear criteria for registration, an independent registrar and a right of appeal to the courts. What cannot be justified is a regime in which registration becomes a licence to be withheld from organisations that scrutinise policy, expose abuses or advocate for the rights of citizens.

Democracy is based on checks and balances. Those who press for accountability are part of those checks. The contradiction is plain. A government that has pledged accountability, equality and the rule of law ought not to be preparing to weaken the very organisations that press for their fulfilment. The organisations most exposed are those working on disappearances, land, memorialisation and reconciliation in the North and East, where the State’s record is weakest and the need for independent witnesses greatest. Silencing them would not remove the grievances they document. It would remove the channel through which those grievances are addressed peacefully. The government appears to be relenting, which is welcome, but a pause is not a withdrawal. The bill should be withdrawn and any replacement drafted in genuine consultation with those it would govern.

Investment in peace as called for by the UN in its International Peace Day theme implies commitment over time, with returns that come slowly. Sri Lanka’s 30-place rise on the Global Peace Index is a first dividend and nothing more. It can be built upon only if the government matches its commitments with action: withdrawing or fundamentally redrafting the NGO law, repealing or suspending the Prevention of Terrorism Act, and bringing Muttur, Vantharamoolai and Mailaththamadu to resolution. A higher place in a global index is not a certificate of success. Sri Lanka’s higher ranking is an encouraging start, but it will endure only if the space in which citizens speak, question and organise is protected. Peace is built from below, and a government that is serious about it will treat civil society as a partner rather than a threat.

Continue Reading

Features

Africa is buying: Sri Lanka must start selling

Published

on

A call to Sri Lankan exporters and agencies: Can Sri Lanka compete with China and India in Africa?

By Kana V. Kananathan
Former Ambassador

Sri Lanka has spent decades concentrating its exports on traditional markets in Europe, North America and Asia. Yet across the Indian Ocean lies a rapidly expanding market that remains significantly underdeveloped by Sri Lankan exporters: Africa.

The opportunity is not theoretical. Sri Lanka already exports packaging, textiles, rubber products, pharmaceuticals, paper, machinery and electrical goods to African markets. The question is whether these modest beginnings can be transformed into a serious export strategy—and whether Sri Lanka can compete against the enormous commercial presence of China and India.

The answer is yes—but Sri Lanka must compete differently.

Kenya: Gateway to East Africa

Kenya should be the starting point.

Sri Lanka exported approximately US$32.08 million to Kenya in 2025, while importing US$11.41 million. But US$32 million is tiny compared with the opportunity: Kenya imported more than US$24 billion in 2025. Even a 1% share of that market would represent nearly US$240 million in annual exports.

And the commercial base already exists. Sri Lanka’s 2025 exports to Kenya included approximately US$9.99 million in paper and paperboard products, US$9.73 million in knitted fabrics, US$3.64 million in pharmaceuticals, US$1.24 million in rubber products and US$1.20 million in machinery.

Kenya’s import structure is equally revealing. In the third quarter of 2025, industrial supplies represented 34.4% of imports, machinery and capital equipment 19.2%, food and beverages 9.0%, and consumer goods 7.3%. The opportunity for Sri Lanka, therefore, extends well beyond consumer goods—we can become a supplier to African industry.

But competition is fierce. Asia supplied around 70% of Kenya’s imports in 2025, with imports from China rising 16.5% and those from India 11.3%.

Sri Lanka cannot challenge China and India across every product category. Nor should it try. We must target sectors where quality, specialisation, reliability, technical capability, smaller production runs and flexibility matter more than simply offering the lowest price.

Where Can Sri Lanka Compete?

Packaging is an obvious starting point. Cartons, boxes, bags and labels are already among Sri Lanka’s exports to Kenya. Importantly, some Sri Lankan companies operating in Kenya are themselves importing these products from Sri Lanka. The market already exists; the challenge is to scale it.

As Africa’s food-processing, pharmaceutical, apparel and consumer-goods industries expand, demand for sophisticated packaging will grow with them. Sri Lanka already possesses the manufacturing capability and industry experience to capture a larger share.

Industrial rubber products, tyres, gloves and specialised rubber components offer another opportunity where Sri Lanka has established manufacturing expertise.

The apparel supply chain is equally promising. Rather than competing directly with African garment factories, Sri Lanka can supply fabrics, elastics, labels, packaging and specialised textile inputs.

Some Sri Lankan apparel manufacturing and export companies already established in Kenya, Togo, Ghana and Ethiopia are importing several of these inputs from Sri Lanka. The supply chain, therefore, already exists. The next step is to move beyond supplying Sri Lankan-owned factories and become a competitive input supplier to the wider African apparel industry.

Other sectors deserving systematic market development include pharmaceuticals and medical consumables, processed foods, biscuits and confectionery, coconut products, cinnamon and spices, electrical products and cables, industrial chemicals, ceramics, light engineering, agricultural equipment and food-processing machinery.

Sri Lanka should also look beyond physical goods. IT, fintech, banking technology, engineering, healthcare, hospitality management and professional services largely escape the freight disadvantage confronting merchandise exports.

The Tariff Problem Can Become an Opportunity

Market access cannot be discussed without tariffs.The East African Community applies a Common External Tariff with bands of 0%, 10%, 25% and 35%, while certain sensitive products attract still higher protection. Simply filling containers in Colombo with finished consumer goods will therefore not always be commercially competitive.

But that obstacle points towards a bigger opportunity: manufacture in Africa.

Sri Lankan businesses could export intermediate materials while undertaking final assembly, manufacturing, processing or packaging in Kenya. Packaging companies could establish converting plants; electrical manufacturers could assemble locally; pharmaceutical companies could explore manufacturing or packaging partnerships; and food companies could undertake final processing closer to consumers.

Kenya would then become more than an export destination. It could become Sri Lanka’s manufacturing and distribution gateway into East and Central Africa.

With the East African Community now comprising eight partner states and extending geographically from the Indian Ocean towards the Atlantic, establishing a regional presence is increasingly more important than viewing each African country in isolation.

West Africa Cannot Be Ignored

Sri Lanka simultaneously needs a West African strategy.

Ghana offers potential as an English-speaking commercial gateway and host of the AfCFTA Secretariat. Nigeria, with its enormous population and consumer economy, should be approached as a major market in its own right, despite its greater regulatory, currency and operational complexity.

ECOWAS tariff bands of 0%, 5%, 10%, 20% and 35% again make product selection critical. Sri Lanka should concentrate on products with sufficient differentiation and margins to absorb freight, tariffs and distributor costs.

Pharmaceuticals demonstrate both the opportunity and the challenge. Nigeria imported approximately US$766 million in pharmaceuticals in 2025, with India supplying roughly US$394 million and China US$131 million. Ghana imported approximately US$301 million, with India supplying about US$140 million.

Sri Lanka cannot simply offer another generic product and expect to beat India on price. We must identify specialised products, reliable supply arrangements, partnerships and, where commercially justified, local production or packaging.

Stop Promoting Sectors—Identify Products

Sri Lanka now needs an Africa Export Opportunity Study based on individual products, not broad sectors.

The Export Development Board, Foreign Ministry, chambers and private sector should jointly identify 15–20 priority products. For each product, Sri Lanka should calculate the HS code, African annual import demand, principal suppliers, Chinese and Indian market shares, applicable duties, freight from Colombo, regulatory requirements, distributor margins and final landed price.

That will tell us where Sri Lanka genuinely has a competitive advantage.

The Commercial Test

Before spending resources promoting a product, apply one simple test:

African import demand + Sri Lankan production capability + tariff + freight + distributor margin + regulatory cost = final landed competitiveness against China, India and local African production.

Only products that pass this test should receive concentrated export-promotion resources.

This would move Sri Lanka away from exhibitions, delegations and general discussions towards what ultimately matters: specific products, specific buyers, specific distributors and actual export orders.

Give Our Missions Targets

Commercial diplomacy must become results-driven. The Government should set clear annual trade and investment targets for every Sri Lankan mission in Africa.

Missions should be evaluated not merely on diplomatic activity, but on buyers and distributors identified, business introductions made, investments facilitated, market barriers resolved and measurable exports generated.

In a competitive Africa, our missions must become active economic frontlines not merely diplomatic outposts.

A practical strategy could operate through three commercial gateways: Nairobi for East and Central Africa, Accra for selected West African markets and Lagos for Nigeria.

Sri Lanka’s total exports of goods and services reached approximately US$17.25 billion in 2025. Capturing even a small additional share of Africa’s enormous import market could, therefore, make a meaningful contribution to export earnings, investment and foreign-exchange generation.

Africa Will Not Wait

Sri Lankan exporters must stop looking at Africa as a distant or difficult market and start treating it as a strategic growth market.

We cannot compete with China and India on scale, but we can compete on quality, specialisation, flexibility and reliability. Exporters must identify country-specific opportunities, establish strong local distributors, build partnerships with African businesses and use Sri Lankan companies already operating on the continent as gateways into regional supply chains.

Where freight and tariffs weaken competitiveness, businesses must be prepared to move towards local assembly, joint ventures and manufacturing in Africa. Exporters cannot do it alone. They need aggressive, measurable and results-driven commercial diplomacy from Sri Lanka’s missions.

Africa is buying. Its markets are being captured now. Sri Lanka must stop watching from the sidelines. We must enter, compete, build our presence and secure our share.

(Ambassador Kana Kananathan is a businessman, Diplomat, lobbyist and an expert in African affairs, with over four decades of experience on the African continent. A long-time resident of Africa, he served as Sri Lanka’s envoy to Uganda and Kenya, with concurrent accreditation to 22 African Nations, and was the permanent representative to UN Habitat and UN environmental Programme. Over the years, he has been the Elections Monitor across the continent, working closely with African governments, and built enduring partnerships with African leaders. He also served as Economic and Investments Advisor to former President Professor Alpha Condé of the Republic of Guinea)

Continue Reading

Features

Memories and Midnight Magic: Recipe for a perfect 31st Night dance

Published

on

The heart of a great 31st Night dance is memory, and memories come rushing back when those 70s, 80s and 90s golden oldies begin to play — those timeless tunes that make revellers, young and old, rush to the floor and dance the night away.

A perfect 31st Night is not just a party. It is a journey. A journey through time.

The music should flow like a love story. Start slow, start soft. Let couples glide into a waltz for romance. Let the floor come alive with a twist, a rock ‘n’ roll, a jive. Let nostalgia build with beautiful sing-along oldies generally associated with a New Year’s Eve dance.

This is the art that many of our entertainers seem to have forgotten.

The final hour, before midnight, is sacred. It should be collective energy at its peak. The entire crowd, on the dance floor, linking arms, swaying together, singing, at the top of their voices, those sing-along favourites.

Yes, I’m referring to those immortal, nostalgic favourites that unite the world: ‘This Land Is Your Land,’ ‘You Are My Sunshine,’ ‘When The Saints Go Marching In,’ ‘Roll Out The Barrel,’ ‘Celebration,’ ‘She’ll Be Coming Round The Mountain,’ ‘Happy Days Are Here Again,’ and so many more.

One wonders if some of our modern entertainers have even heard of these nostalgia anthems that traditionally lead up to the dawning of the New Year! This is not just music; this is ritual.

Then comes THE moment: Lights dim. Music pauses. A hush falls. The countdown begins — 10, 9, 8… — hugs, wishes, tears of joy, and then … ‘Auld Lang Syne.’ Hands crossed, voices united, bidding farewell to the old and welcoming the new. That moment makes or breaks the night.

Here is the truth that many genuine 31st Night revellers feel but hesitate to say — an overdose of baila music at New Year’s Eve events is NOT welcome.

Of course, baila is required. Baila is our Sri Lankan heartbeat! But a 31st Night dance is for everyone.

When it’s ONLY baila, the twist and rock n’ roll lovers, the waltz kings and queens feel left out. And they are the very people who MADE nostalgia! They are the die-hard revellers who have kept the 31st Night spirit alive for decades.

A family mentioned to me that they went along with friends for a 31st Night dance, in the city, to usher in 2026, and were thoroughly disappointed with the setup.

The bands in attendance, they said, failed to generate the excitement generally associated with a 31st Night event.

If given a free hand, the music at certain Colombo venues will be mostly baila, and that is going to disappoint many. Some are already worried that it will be just a baila scene this year, as well.

A memorable 31st Night respects all rhythms … yes, a waltz for romance, a twist and rock n’ roll for that 60s magic, a cha-cha, a slow foxtrot, and then the baila, after the countdown anthem.

That balance is what makes it inclusive, classy, and truly fun-filled.

Organisers, especially in Colombo, should keep this in mind: let it be 70% nostalgia – Western, and 30% baila, with the last hour left for pure baila madness, after the New Year is in!

Organisers must work out the programme for their 31st Night and instruct the entertainers to follow those instructions. The band should not dictate the night; the spirit of nostalgia should.

This New Year, let’s give Colombo what it truly wants — memories, midnight magic, and music for every soul on the floor.

Let’s dance into 2027 with class.

Continue Reading

Trending