Features

Customer Service in a Septic Isle

Published

3 years ago

2022/10/16

Thilina Walpola

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.

All News Advertisement

Features

Amid Winds and Waves: Sri Lanka and the Indian Ocean – references Prof. Gamini Keerawella

Published

2 days ago

2025/11/7

Thilina Walpola

The following are the references for the four-part article, Amid Winds and Waves: Sri Lanka and the Indian Ocean byProf. Gamini Keerawella, published in The Island on 10, 11, 12 and 13 Nov.

Acharya, Amitav. 2014. The End of American World Order. Cambridge: Polity Press

Amrith, Sunil S. 2013. Crossing the Bay of Bengal: The Furies of Nature and the Fortunes of Migrants. Cambridge, MA: Harvard University Press.

Baldwin, David A. 2016. Power and International Relations: A Conceptual Approach. Princeton, NJ: Princeton University Press.

Brewster, David. 2014. India’s Ocean: The Story of India’s Bid for Regional Leadership. London: Routledge.

Blanchard, Jean-Marc F., and Colin Flint. 2017. “The Geopolitics of China’s Maritime Silk Road Initiative.” Geopolitics 22 (2): 223–245.

Bose, Sugata. 2006. A Hundred Horizons: The Indian Ocean in the Age of Global Empire. Cambridge, MA: Harvard University Press.

Browning, Christopher S. 2006. “Small, Smart and Salient? Rethinking Identity in the Small States Literature.” Cambridge Review of International Affairs 19 (4): 669–684. https://doi.org/10.1080/09557570601003536

Buzan, Barry, and Ole Wæver. 2003. Regions and Powers: The Structure of International Security. Cambridge: Cambridge University Press

Campbell, Kurt M., and Iain H. Houlden, eds. 1989. The Indian Ocean: Regional and Strategic Studies. New York: St. Martin’s Press.

Chacko, Priya. 2021. “Sri Lanka and the Indian Ocean: Geopolitical Crosscurrents.” Third World Quarterly 42 (8): 1647–1665.

Chaturvedi, Sanjay, and Michal Okano-Heijmans, eds. 2019. Connectivity and the Indo-Pacific: Concepts, Challenges, and Prospects. Singapore: Springer.

Chaudhuri, K. N. 1985. Trade and Civilisation in the Indian Ocean: An Economic History from the Rise of Islam to 1750. Cambridge: Cambridge University Press.

Crawford, Neta C. 2000. Rethinking International Relations. Boulder, CO: Westview Press.

Cordner, Lee. 2010. “Rethinking Maritime Security in the Indian Ocean Region.” Journal of the Indian Ocean Region 6 (1): 67–85

Das Gupta, Ashin, and M. N. Pearson, eds. 1987. India and the Indian Ocean, 1500–1800. Calcutta: Oxford University Press.

de Silva, Colvin R. 1953. Ceylon under the British Occupation : 1795-1833. Colombo: Ceylon Apothecaries

Finnemore, Martha, and Kathryn Sikkink. 1998. “International Norm Dynamics and Political Change.” International Organization 52 (4): 887–917.

Gunasekara, T. 2021. Maritime Diplomacy and Small State Strategy: Sri Lanka in the Indian Ocean. South Asia: Journal of South Asian Studies 44(2): 275–292.

Hey, Jeanne A. K., ed. 2003. Small States in World Politics: Explaining Foreign Policy Behavior. Boulder, CO: Lynne Rienner Publishers.

Holmes, James R., and Toshi Yoshihara. 2008. Chinese Naval Strategy in the 21st Century: The Turn to Mahan. London: Routledge.

Hourani, George F. 1995. Arab Seafaring in the Indian Ocean in Ancient and Early Medieval Times. Rev. ed. Princeton, NJ: Princeton University Press.

Ingebritsen, Christine. 2006. Small States in International Relations. Seattle: University of Washington Press.

Kaplan, Robert D. 2010. Monsoon: The Indian Ocean and the Future of American Power. New York: Random House.

Keerawella, Gamini. 2024. India’s Naval Strategic ascent ane the Evolving Natal Security Dynamics of the Indian Ocean-BCIS Research Monograph Series 2024/1. Colombo: Bandaranaike Centre for International Studies.

Kuik, Cheng-Chwee. 2008. “The Essence of Hedging: Malaysia and Singapore’s Response to a Rising China.” Contemporary Southeast Asia 30 (2): 159–185. https://doi.org/10.1355/cs30-2a.

Li, Mingjiang. 2018. China’s Maritime Silk Road Initiative, Africa, and the Middle East. Singapore: Palgrave Macmillan.

Mahan, Alfred Thayer. 1890. The Influence of Sea Power upon History, 1660–1783. Boston: Little, Brown and Company.

Marx, Karl. 1952. The Eighteenth Brumaire of Louis Bonaparte. New York: International Publishers.

Medcalf, Rory. 2020. Indo-Pacific Empire: China, America and the Contest for the World’s Pivotal Region. Manchester: Manchester University Press.

Mignolo, Walter D. 2011. The Darker Side of Western Modernity: Global Futures, Decolonial Options. Durham, NC: Duke University Press.

Pearson, M. N. 2003. The Indian Ocean. London: Routledge.

Rothstein, Robert L. 1968. Alliances and Small Powers. New York: Columbia University Press.

Schweller, Randall L. 1994. “Bandwagoning for Profit: Bringing the Revisionist State Back In.” International Security 19 (1): 72–107. https://doi.org/10.2307/2539149.

Strange, Susan. 1988. States and Markets. London: Pinter.

Thorhallsson, Baldur, and Robert Steinmetz, eds. 2017. Small States and Shelter Theory: Iceland’s External Affairs. London: Routledge.

Till, Geoffrey. 2013. Seapower: A Guide for the Twenty-First Century. 3rd ed. London: Routledge.

Walt, Stephen M. 1987. The Origins of Alliances. Ithaca, NY: Cornell University Press.

Wilson, Ernest J. 2015. Hard Power, Soft Power, Smart Power. Ann Arbor: University of Michigan Press.

(Author is a former professor of Modern History at the University of Peradeniya. He could be contacted through Keerawellag@gmail.com)

Features

Vision of Dr. Gamani Corea and the South’s present development policy options

Published

3 days ago

2025/11/6

Sahan Weerasooriya

Dr. Gamani Core / Dr. Carlos Maria Correa

The ‘takes’ were numerous for the perceptive sections of the public from the Dr. Gamani Corea 100th birth anniversary oration delivered at ‘The Lighthouse’ auditorium, Colombo, by Dr. Carlos Maria Correa, Executive Director of the South Centre in Geneva on November 4th. The fact that Dr. Gamani Corea was instrumental in the establishment of the South Centre decades back enhanced the value of the presentation. The event was organized by the Gamani Corea Foundation.

The presentation proved to be both wide-ranging and lucid. The audience was left in no doubt as to what Dr. Gamani Corea (Dr. GC) bequeathed to the global South by way of developmental policy and thinking besides being enlightened on the historic, institutional foundations he laid for the furtherance of Southern economic and material wellbeing.

For instance, in its essential core Dr. GC’s vision for the South was given as follows: sustainable and equitable growth, a preference for trade over aid, basic structural reform of global economy, enhancement of the collective influence of developing countries in international affairs.

Given the political and economic order at the time, that is the sixties of the last century, these principles were of path-breaking importance. For example, the Cold War was at its height and the economic disempowerment of the developing countries was a major issue of debate in the South. The latter had no ‘say’ in charting their economic future, which task devolved on mainly the West and its prime financial institutions.

Against this backdrop, the vision and principles of Dr. G.C. had the potential of being ‘game changers’ for the developing world. The leadership provided by him to UNCTAD as its long-serving Secretary General and to the Group of 77, now Plus China, proved crucial in, for instance, mitigating some economic inequities which were borne by the South. The Integrated Program for Commodities, which Dr. G.C. helped in putting into place continues to serve some of the best interests of the developing countries.

It was the responsibility of succeeding generations to build on this historic basis for economic betterment which Dr. G.C. helped greatly to establish. Needless to say, all has not gone well for the South since the heyday of Dr. G.C. and it is to the degree to which the South re-organizes itself and works for its betterment as a cohesive and united pressure group that could help the hemisphere in its present ordeals in the international economy. It could begin by rejuvenating the Non-aligned Movement (NAM), for instance.

The coming into being of visionary leaders in the South, will prove integral to the economic and material betterment of the South in the present world order or more accurately, disorder. Complex factors go into the making of leaders of note but generally it is those countries which count as economic heavyweights that could also think beyond self-interest that could feature in filling this vacuum.

A ‘take’ from the Dr. GC memorial oration that needs to be dwelt on at length by the South was the speaker’s disclosure that 46 percent of current global GDP is contributed by the South. Besides, most of world trade takes place among Southern countries. It is also the heyday of multi-polarity and bipolarity is no longer a defining feature of the international political and economic order.

In other words, the global South is now well placed to work towards the realization of some of Dr. GC’s visionary principles. As to whether these aims could be achieved will depend considerably on whether the South could re-organize itself, come together and work selflessly towards the collective wellbeing of the hemisphere.

From this viewpoint the emergence of BRICS could be seen as holding out some possibilities for collective Southern economic betterment but the grouping would need to thrust aside petty intra-group power rivalries, shun narrow national interests, place premium value on collective wellbeing and work towards the development of its least members.

The world is yet to see the latter transpiring and much will depend on the quality of leadership formations such as BRICS could provide. In the latter respect Dr. GC’s intellectual leadership continues to matter. Measuring-up to his leadership standards is a challenge for BRICS and other Southern groupings if at all they visualize a time of relative collective progress for the hemisphere.

However, the mentioned groupings would need to respect the principle of sovereign equality in any future efforts at changing the current world order in favour of all their member countries. Ideally, authoritarian control of such groupings by the more powerful members in their fold would need to be avoided. In fact, progress would need to be predicated on democratic equality.

Future Southern collectivities intent on bettering their lot would also need to bring into sharp focus development in contrast to mere growth. This was also a concern of Dr. G.C. Growth would be welcome, if it also provides sufficiently for economic equity. That is, economic plans would come to nought if a country’s resources are not equally distributed among its people.

The seasoned commentator is bound to realize that this will require a degree of national planning. Likewise, the realization ought to have dawned on Southern governments over the decades that unregulated market forces cannot meet this vital requirement in national development.

Thus, the oration by Dr. Carlos Maria Correa had the effect of provoking his audience into thinking at some considerable length on development issues. Currently, the latter are not in vogue among the majority of decision and policy makers of the South but they will need ‘revisiting’ if the best of Dr. GC’s development thinking is to be made use of.

What makes Dr. GC’s thinking doubly vital are the current trade issues the majority of Southern countries are beginning to face in the wake of the restrictive trade practices inspired by the US. Dr. GC was an advocate of international cooperation and it is to the degree to which intra-South economic cooperation takes hold that the South could face the present economic challenges successfully by itself as a collectivity. An urgent coming together of Southern countries could no longer be postponed.

Features

Attitude development: Key to national progress

Published

3 days ago

2025/11/6

Sahan Weerasooriya

In a developing country like Sri Lanka, one of the main challenges, is developing attitudes and social values of its citizens. Attitudes are the behaviours and beliefs that shape an individual’s or society’s actions. These attitudes have a significant impact on personal and societal development. Therefore, developing the right attitudes is crucial for the progress of a nation.

Why is Attitude Development Important?

Attitude development has a profound impact on various aspects of society. For instance, promoting efficiency, creativity, and innovation can accelerate economic growth. When citizens have a positive attitude towards work and entrepreneurship, they are more likely to contribute to the country’s economic development. Similarly, preserving and promoting social and cultural values can strengthen social harmony and cohesion. A society with a positive attitude towards diversity and inclusivity is more likely to be peaceful and prosperous.

Role of Education in Attitude Development

Education is a key factor in shaping attitudes. A well-educated population is more likely to have a positive attitude towards life, work, and society. Education helps individuals develop critical thinking skills, which enable them to make informed decisions and solve problems effectively. Moreover, education can promote values such as tolerance, empathy, and respect for others, which are essential for building a harmonious society.

Impact of Media on Attitude Development

The media plays a significant role in shaping attitudes. With the advent of social media, people are exposed to a vast amount of information, which can influence their attitudes and behaviours. The media can promote positive attitudes and values, such as kindness, compassion, and social responsibility. However, it can also perpetuate negative attitudes and stereotypes, which can be detrimental to society.

Role of Community Participation in Attitude Development

Community participation is essential for attitude development. When individuals participate in community service and volunteer work, they develop a sense of social responsibility and empathy towards others. Community participation can also promote values such as teamwork, leadership, and communication skills. Moreover, it can help build stronger, more cohesive communities.

Importance of Leadership in Attitude Development

Leadership plays a crucial role in shaping attitudes. Leaders can inspire and motivate individuals to adopt positive attitudes and behaviours. They can promote values such as integrity, accountability, and transparency, which are essential for building trust and confidence in institutions. Moreover, leaders can create a positive work culture that encourages innovation, creativity, and productivity.

Role of Parents and Teachers in Attitude Development

Parents and teachers play a vital role in shaping the attitudes of children. Children learn by observing and imitating adults, so it’s essential for parents and teachers to model positive attitudes and behaviours. They can promote values such as respect, kindness, and responsibility, which are essential for building a positive and productive society.

Benefits of Positive Attitudes

Positive attitudes have numerous benefits for individuals and society. They can improve mental and physical health, increase productivity, and enhance overall well-being. Positive attitudes can also promote better relationships, improve communication skills, and increase resilience. Moreover, they can inspire individuals to achieve their goals and pursue their passions.

Challenges of Developing Positive Attitudes

Developing positive attitudes can be challenging, especially in the face of adversity. It requires effort, commitment, and perseverance. Moreover, individuals may face resistance from others who are not supportive of change. However, with the right mindset and support, individuals can overcome these challenges and develop positive attitudes that benefit themselves and society.

Role of Technology in Attitude Development

Technology can play a significant role in attitude development. Online platforms and social media can provide access to information, resources, and support that can help individuals develop positive attitudes. Technology can also facilitate communication, collaboration, and networking, which are essential for building positive relationships and communities.

Future of Attitude Development

The future of attitude development is promising. With the increasing awareness of the importance of mental health, well-being, and social responsibility, more people are recognising the need to develop positive attitudes. Moreover, technological advancements and innovations can provide new opportunities for attitude development and social impact.

The attitude development is crucial for the progress of a nation. It requires a collective effort from individuals, institutions, and leaders to promote positive attitudes and values. By working together, we can build a society that is more harmonious, productive, and prosperous. By developing positive attitudes, we can overcome challenges, achieve our goals, and create a brighter future for ourselves and future generations.

Recommendations

To promote attitude development in Sri Lanka, we recommend the following:

* Integrate attitude development programmes in schools and universities

* Provide training and resources for parents and teachers to promote positive attitudes in children

* Encourage community participation and volunteer work

* Promote positive attitudes and values through media and social media

* Recognise and reward individuals and organisations that demonstrate positive attitudes and behaviours

By implementing these recommendations, we can create a society that values and promotes positive attitudes and behaviours. This will enable us to build a brighter future for ourselves and future generations.

By Jayantha K. Pathirana (M.A)
(Former Principal of Katuwana National School)