By Liz Thompson
“Howard, JUTA is having problems with some computers and need a technician. Can you help?”
“As soon as my shift ends,” he told his friend.
Tired, but a man of his word, Howard Montaque jumped into his Hiace bus and off to the “side” job he went, where he met the now deceased president, Donald Jackson.
It was the same year of the 2006 general election and when JUTA realised they were short of buses to honour a contract they had with the government, they called on Howard: “Would you consider joining the Jamaica Union of Travelers Association? We need to use your bus?”
“I entered the JCF and JUTA in the same way,” he laughed, as we settled down to talk about his tour bus service, “I didn’t choose either of them; both chose me, and I have no regrets.”
THE BEST ADVERTISEMENT
He shared that the level of customer service and professionalism that he offers as a tour operator is of the highest standard so word-of-mouth referral is his only advertisement. He recounted for us the response of one of his customers to this exemplary service:
“I was called some time ago by a customer who does commercials for businesses, to provide transportation for a client. On this occasion, I sent a substitute driver. The customer was upset. He said I should always respond when he engages me because he has grown so accustomed to my unique way of doing business, and he knew the client would have been in excellent hands. Not to say that my substitute or someone else won’t have their own top-of-the-line approach, you know, but when people are comfortable with you, it’s hard to release them to someone else. You have to properly prepare them for any change you may need to make.”
Howard stated that he doesn’t just offer a service; “I go above and beyond. I even have a cooler on the bus so if customers are thirsty, they can get a bottle of water; there is always room temperature and cold water.”
He reiterated, “I provide exceptional service!”
ADVICE TO UPCOMING ENTREPRENEURS
Howard said that he would advise anyone contemplating a business: “If you don’t love it, leave it.”
He added, “There are going to be periods when you have bills to pay, and you are not going to be able to do so if you are relying solely on a small business like mine. That is why I’ve remained with the JCF, although everyone knows that police salary alone cannot make two ends meet, certainly not if you have four children and a parent that are dependent on you.
“Sometimes customers contract your services and don’t pay on time, but you can’t lose it. Things won’t always be what you hoped for, and that’s why I said you must love what you do and be patient, persistent, and most of all, be professional.
“Even though the business may not be turning over a profit, you cannot compromise your professionalism. You must consistently provide a level of customer service that is of the highest order and you also must display a level of professionalism that is second to none. All of them work together to build a successful business.”
LIFE TIP FOR THE YOUNG
I asked Howard if he had any advice for the youth, especially since so many of them cross his path while he’s on his full-time job.
“Young people lack humbleness. My young people, please be a little humbler, be Christ-like. I don’t recall a time when Christ raised His voice. If someone steps on your toe, you don’t have to react with any aggression. Once you are calm, that causes the person who did you wrong to think twice.
The Bible says we are to pray for our enemies and treat them kindly. This will force them to look within and recognise that they did us wrong, correct that wrong, and make it right.”
And if they don’t recognise what they did?
He smiled, “Vengeance is mine, I will repay,” says the LORD.
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Contact Howard Montaque at [email protected]
