Features
Burning Issues Economic demands and pressure on the national kitty
Various demands come from various sectors of the economy and these demands cannot be overlooked since they are all important towards the developmental agenda of the country as well as helping to improve upon the general welfare of the people.
Such intricate and various demands look justified but in terms of the national kitty, one may wonder whether all such demands can be met with the limited resources available in the country. This explains why economists express the view that the wants of man are unlimited but the resources to satisfy them are very limited.
This position adopted by economists is very true wherever we find ourselves in any part of the world. In comparative terms, the US may have more resources than each of the countries in the developing world. The same rule applies to Canada, Japan, Germany and other rich countries but once again the general rule is that in terms of humans, resources are limited so we cannot satisfy all our needs at the same time.
JUDICIOUS USE OF RESOURCES
This explains why we have to make judicious use of available resources for all competing demands in this country so that only the most important demands can be satisfied at the same time.
The COVID-19 pandemic has impacted negatively on the economies of countries the world over making it difficult for both rich and poor nations to attend to the needs of their respective citizens. As a result of the inability to meet all these demands, there could be uproar and disorderliness, creating needless tension in society.
SEEMINGLY JUSTIFIED DEMANDS
Many a time, each group of people may think that their demand or request is more important than any other thing in society for which reason all resources must be used to satisfy such demand even to the neglect of other equally important ones.
In the educational sector in Ghana for example, teachers across various levels are crying for better salaries and better conditions of service. Various teacher unions such as NAGRAT, GNAT and many others are always putting forward their request for better conditions of service.
Apart from this, there may be the need to build more infrastructure and other facilities for Primary, Senior High Schools as well as Technical and Vocational Institutions. Similarly, there may be the need to supply such schools with equipment for their vocational and technical training and also laboratory work when it comes to the senior high schools.
DEMANDS OF TEACHERS
In the same way, teachers at the higher levels, that is the universities, are also calling for better conditions of service to the dismay of certain sections of the world that may see such strikes as strange. All this puts tremendous pressure on the national kitty which does not have enough resources to satisfy all the demands.
Within the health sector, many villages and towns are still in need of clinics and hospitals as well as health laboratories and equipment to address the health needs of the people. It is for this reason that the Akufo-Addo led government has come up with Agenda 111 which is a programme aimed at setting up a number of hospitals at the district and regional levels, all totalling 111.
IMPROVEMENT
If all these are provided, they will go to improve upon the health needs of the people in the country. In addition, government is expected to find money to bring in drugs which will be used to cater for the same health needs of the people.
When we come to the area of water and sanitation, we will need millions of Ghana Cedis to expand the system for water supply so that people can get good drinking water to keep away from needless diseases. What a world!
In the area of agriculture, we need huge investments for fertiliser to be able to produce abundant food stock to feed the people. In the same way, agricultural implements and facilities are required to facilitate agricultural production in various levels and also to promote agribusiness to make life better for everyone.
RELIABLE ENERGY SECTOR
The energy sector cannot be left out. Indeed, without a reliable or dependable energy sector, the economy cannot grow as expected. It is for this reason that we do not have to joke with the energy sector, making sure that there is always enough energy to propel factories and other business entities to operate.
Again in the area of tourism, huge sums of money are needed to open up the country for tourism purposes. Both domestic and international tourism are important but without developing tourist sites in the country, it will be difficult for us to promote tourism whether at the national or international level.
ACCIDENTS
In addition to all these, accidents are bound to happen which may also require emergency donations from unplanned sources to satisfy our human needs. A good example is the recent Appiatse disaster which led to loss of lives and property. For this reason, the nation is organising donations to rebuild the community of Appiatse.
All these are indications and development of the pressure on the national kitty. Together, they are unbearable. If it is unbearable, then we need to be reasonable in our demands and give the government some time to plan well to satisfy the needs of everyone. It is equally important for the state to be more productive in its business organisation to be able to generate more revenue to satisfy all the demands.
SYSTEM OF TAXATION
At the same time, the system of taxation must be looked at again so that more people can be brought into the tax bracket. In all these, we also need to use technology to bring some improvement into the tax payment system so that corrupt practices can be minimised if not totally eliminated.
These measures are good but it will take a much longer time to bring all of them into fruition so that the national kitty will be filled with more money to address the national needs of everyone in the country. If this can be done, it will help the country as a whole and reduce the high tensions that characterise social relations and interactions.
POUND OF FLESH
No matter how one looks at it, people with varied demands from various sectors of the economy, though justified in their demands, must be reasonable and tolerant instead of demanding their full pound of flesh from the national kitty. Even if they get their full pound of flesh, other people in other sectors of the economy will also place higher demands on them and in no time compel them to deplete the money at their disposal. Such demands may come from mechanics and health sectors and many other areas that may also see the need to demand their own pound of flesh.
It is, therefore, more reasonable for each and every individual or groups of people to be more tolerant and kind to one another so that, step by step, the various competing needs of everyone in the country will be addressed even if slowly, for everyone to be happy.
VERY DIFFICULT TIMES
We are in very difficult times so no matter how justified we may think we are in our demands, we would have to agree to care for each and every person in the country by being a bit more tolerant, knowing that others are also depending on the national kitty for their survival.
Contact email/whatsApp address of author:
Pradmat2013@gmail.com (0553318911)
BY DR. KOFI AMPONSAH-BEDIAKO
Features
Fix It Fast or Lose Them Forever: The Ever-Rising Importance of Service Recovery in Competitive Industries
Yes, in literature and in practice, differences exist regarding customer service, service failures, and service recovery.
But have you ever considered the latter (service recovery) and its potential impact on service experience, brand building, and sustainable growth?
Well, in today’s fiercely competitive service economy, customer experience has become one of the most powerful determinants of business survival and long-term success.
Across industries, from aviation and banking to telecommunications, hospitality, healthcare, retail, and digital platforms, customers now expect fast, seamless, and reliable service delivery at every touchpoint.
Yet despite technological advancements and operational improvements, service failures remain inevitable.
Systems experience downtime, deliveries are delayed, reservations are misplaced, payments fail, customer inquiries go unanswered, employees mishandle interactions, and digital platforms experience disruptions.
In the midst of these, what increasingly separates successful organisations from struggling ones is not whether failures occur, but how quickly and effectively they recover when they do.
Service Recovery
Simply put, it is the process of fixing a service problem and restoring customer confidence after a failure has occurred.
Examples of service recoveries are; an airline offering compensation after a flight delay, a telecom company restoring interrupted service and providing bonus data, a restaurant replacing a wrongly prepared meal at no extra cost, a hotel upgrading a guest’s room after a booking problem, and finally a bank reversing an erroneous transaction and apologising promptly.
As competition intensifies and customer expectations continue to rise, service recovery is rapidly evolving from a routine customer service function into a critical strategic capability.
Businesses are discovering a hard truth of the modern marketplace: fix customer problems quickly, or risk losing them permanently.
Customers are More Powerful Now Than Ever
Customers now possess more power than at any other time in business history. Digital technology, social media, online reviews, and mobile connectivity have fundamentally changed customer behaviour.
Consumers now easily compare competitors instantly, publicly share negative experiences, switch providers with ease, and influence the purchasing decisions of thousands of others online.
This evolution has made customer loyalty increasingly fragile. A single poor experience can quickly damage years of brand-building effort.
In highly competitive sectors where products and pricing are often similar, customer experience has emerged as one of the few sustainable competitive advantages.
Modern customers no longer evaluate organisations solely by product quality or pricing. Increasingly, they judge businesses by their responsiveness, reliability, transparency, empathy, and effectiveness in resolving problems.
Why Service Recovery Matters More Than Ever
Failures are no longer viewed as isolated operational incidents, especially in competitive service sectors. They are moments that directly influence customer trust, brand perception, and future purchasing behaviour.
Research across service industries consistently demonstrates that customers are often willing to forgive mistakes when organisations respond quickly, communicate honestly, show empathy, and resolve issues effectively.
Conversely, poor recovery experiences frequently create stronger dissatisfaction than the original service failure itself.
For many businesses, the greatest reputational damage does not arise from operational errors, but from delayed responses, poor communication, lack of accountability, and unresolved customer frustrations.
This has elevated service recovery into a central component of customer relationship management and competitive strategy.
Speed, a Competitive Weapon
In the modern service economy, speed is no longer merely operational efficiency; it is a basic customer expectation.
Consumers increasingly expect: immediate responses, real-time updates, fast complaint resolution, and proactive communication. Delays are often interpreted as incompetence, indifference, or organisational inefficiency.
Consequently, organisations are redesigning their service recovery frameworks to prioritize rapid intervention and customer reassurance.
A cursory assessment revealed that some businesses now operate dedicated customer experience teams, 24/7 support systems, AI-powered service platforms, automated escalation systems, and real-time issue monitoring dashboards.
The ability to resolve customer problems quickly is now a major source of competitive differentiation.
Technology Is Transforming Recovery Strategies
Technology is fundamentally reshaping how organisations manage service recovery. Across industries, companies are leveraging artificial intelligence, customer analytics, chatbots, predictive monitoring systems, and integrated digital support platforms.
These tools allow organisations to identify service failures earlier, monitor customer dissatisfaction, automate responses, personalize engagement, and accelerate resolution timelines.
Some organisations now proactively contact customers before complaints are formally lodged, using analytics to identify service disruptions in real time.
This means that the future of service recovery is increasingly preventive rather than purely reactive.
Service Recovery as a Brand Strategy
Forward-looking organisations are now treating service recovery as part of brand management strategy rather than operational damage control.
The logic is straightforward because, acquiring new customers is expensive, dissatisfied customers influence others, and loyalty is increasingly experience-driven.
Businesses are therefore measuring customer satisfaction, response times, complaint resolution rates, customer retention, and net promoter scores more aggressively than before.
In many industries, service recovery performance is now discussed at executive and board levels because of its direct relationship with profitability, reputation, and long-term growth.
A call to action
As industries become more digital, interconnected and customer-driven, service recovery will likely become even more important.
Therefore, organisations that succeed in the future will likely be those that respond rapidly, communicate transparently, empower employees, leverage technology intelligently, treat customers fairly, and place their (customers’) trust at the centre of recovery strategies.
Remember, customers now have more choices, less patience, and greater influence than ever before, a clear message to forward-looking organisations that when service breaks down, recovery is everything. Fix it fast or risk losing customers forever.
Writer: Mohammed Ali
Conflict at work is more common than you might think. According to 2022 research by The Myers-Briggs Company, more than a third of the workforce reports dealing with conflict often, very often, or all the time in the workplace.
Addressing a dispute might feel tense or awkward, but resolving the conflict is typically well worth it in the long run. Whether you are trying to mediate conflict between colleagues or are directly involved. Last week we looked at three and this week is the remaining four steps you can take to manage workplace conflict.
4. Find common ground
The best way to handle workplace conflict is to start with what you can agree on. Find common ground between the people engaging in conflict. If you are directly involved in the conflict, slow down and focus on results instead of who’s right.
If you are the mediator for conflict resolution between coworkers, observe the discussion and help point out the common ground others may not see.
5. Collectively brainstorm solutions
When deciding how to handle workplace conflict, it can be tempting to problem-solve on your own. Sometimes, it feels easier to work independently rather than collaboratively. However, if you want to achieve a lasting resolution, you will need to motivate your team to get involved.
Brainstorm possible solutions together, and solicit input from everyone involved on the pros and cons of each option until you settle on a solution that feels comfortable to everyone. This will help all team members feel a sense of ownership that can help prevent future conflicts.
6. Create an action plan
Once you have created an open dialogue around workplace conflicts, it is time to resolve them. Just like any other work goal, this requires creating a concrete plan and following through.
Create an action plan and then act on it. It does not matter what the plan is, as long as you commit to it and resolve the conflict as a result.
7. Reflect on what you learned
All conflicts offer an opportunity to grow and become a better communicator. Identify what went well and what did not.
Work with your whole team to gather learnings from the conflict so you can avoid similar situations in the future.
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