Showing posts with label diligence. Show all posts

The Impressive Staff of Jollibee Buendia/LRT Branch

By Apolinario Villalobos

I will never tire of writing about inspiring people out there whose diligence in their job is just remarkable, as I keep on encountering them. One of them was MS. JHENNY AVILA, cashier of the Jollibee Buendia/LRT Branch. I was impressed by how she was able to convince me to take breakfast despite my intention to just have a cup of coffee on the morning I dropped by the said burger outlet. Smiling her sweetest, she practically, insisted that I try any of their breakfast offerings, so I opted for the double pancake and coffee. She just showed how an aggressive sales talk can win over a hesitant customer.

I was further surprised by the presence of MR. VINCENT MACHADO behind me who was waiting for my move to proceed to my chosen seat…and, without much ado, he asked that he carry my tray for me. Again, another trademark of Jolibee surfaced. His act was followed by the efficiently smooth move of MS. MAYLENE ORONGAN to clear the table to give way to my tray. I knew that what they did were routine and also being done by the crew of any burger joint, especially, their competitor. But there was something in how they smiled to customers that made the difference.

My good impression about the Jolibee service did not end there, as I had an opportunity to talk to one of the duty supervisors for the shift, MR. AYZON HERNANDEZ, working in tandem with MS. JENNICA TOLEDO, another supervisor. Both were a standout in their distinct striped light blue uniform. Mr. Hernandez, confided that he, too, worked his way up since he joined Jollibee as a struggling crew and who had to attend classes after his duty, that is why he felt so much for the new generation of working students Today, the branch according to him has five “scholars”, with Maylene as one of them. Jollibee accordingly, is known for this education-bound advocacy, one of the reasons perhaps, why the joint is so blessed!

Practically, the whole staff of Jollibee seemed to be well-rounded in their job as I observed that everybody knew how to handle the job of a colleague, so that the whole operation looked well-orchestrated. For instance, Mr. Machado and Ms. Orongan opened the door for customers if they were not busy carrying trays and cleaning tables. Both supervisors, Mr. Hernandez and Ms. Toledo also did cashiering, and even the guard pitched in …it was a show of a smooth spontaneous cooperation that ensued as if on unspoken cue. If only other service-oriented outlets could be like Jollibee, I don’t think that there would be an unsatisfied customer, at all!

The Dynamic Streak of ASIA UNITED BANK (AUB)

Reaches Buendia Avenue Extension (Pasay City)

By Apolinario Villalobos

The first time I was impressed by the service of the Asia United Bank (AUB) was when it took over my former depository bank at Rotonda, Bacoor City in Cavite. I almost decided to cancel my accounts but I changed my mind when I met its first branch manager. A few months later, another branch manager took over, Ms. Nanette Quincena whose typically aggressive salesmanship further bolstered my trust.

When the AUB decided to expand its operation to cover the Pasay area, it opened a branch along the Buendia Avenue extension, between Harrison and Leveriza Streets, on September 20, 2016, with the deployment of Ms. Quincena as the first Branch Manager tasked to lay down the foundation. She has been expecting a tough job as along the stretch of Buendia are also other reputable banks. Nevertheless, she considers the situation as a challenge which she can hurdle, together with equally aggressive, Ms. Gemmalou Ortega, the Field Sales Officer, with whom she confers every morning before the latter starts her sales calls.

Interesting to note is the fact that AUB pioneered the paperless transaction in the country with the use of the Virtual Teller Kiosk (VTK) which resulted to a resounding success. At the Buendia branch, the VTK occupies a prominent space which easily catches the attention of the customers. The transaction via the VTK, has likewise, reduced the queuing time considerably.

What impressed me most is how the bank starts the day with a heartfelt prayer, in which everybody joins – the guard, Utility/Messenger, the Operations staff, such as Richard Dumayas, the Service Manager; Gemmalou Ortega, the Field Sales Officer; Jowell Agaban, Counter Teller; and Jean Marie Padua who handles the New Accounts Section. I found out too, that the youthful staffs are all from prestigious schools known for their scholars – Polytechnic University of the Philippines (PUP), Pamantasan ng Lunsod ng Maynila (PLM), University of Makati (UMak), and New Era University (NEU).

According to Ms. Quincena, the bank maintains its high standards with the support of its consistent utilization of every available banking technology and young recruits who are willing to learn the intricacies of the industry and most especially, are willing to grow with their chosen benefactor. The bank’s investment in human capital so far has been successful, as consistent show of diligence on their part has been very prominent.

On October 31, 2016, Asia United Bank is celebrating its 19th year of success. By then, and onward, Ms. Quincena is expecting more challenges that she aims to clear, to significantly improve the steady growth of the Branch… but of course, with the cohesive co-operation of the whole Buendia Branch Team!

By the way, Asia United Bank is proudly 100% Filipino!

ASIA UNITED BANK...A DYNAMIC PLUS

OF THE ECONOMIC FOUNDATION OF BACOOR CITY

By Apolinario Villalobos

A community’s growth is always determined by the economic institutions that are found within its periphery, and foremost among them are the banks, the presence of which implies that it is booming. And, because competition is expected among these institutions, one which has got the most high-tech facility coupled with satisfying service would surely have the clout. In this regard, worth mentioning is the Asia United Bank in Bacoor City, a newcomer in the banking arena that has gained a significant share of the local market since its establishment in 2012. The bank is prominently located at the city’s crossroads, the rotunda from which emanate the southern road that leads to Imus/Batangas, the westbound road that leads to Cavite City, and the southbound one that leads to Las Piἧas and Manila.

Asia United Bank has a reputation of having established the first paperless transaction in the country with the “virtual teller kiosk” in the midst of its system that practically shrinks the time element in the client’s transaction with the bank. The on-line transaction which many clients dread due to the proliferation of hacking is made secure by the bank with its 3-level security password system. Its one-of-a-kind “Bizkit” allow clients to choose which offerings are appropriate for their needs. It has many current products that the Field Sales Officer of the Bank or the OIC/Branch Manager can discuss...all one needs to do is just request for their visit. As can be gleaned from the bank’s “resume”, it is some kind of a “total Filipino bank”.

I had my own encounter with the bank when I decided to let them take care of my meagre savings, a turnover from another bank which they took over. I was totally impressed with the service and such impression has been maintained until today, especially, because of the new and amiable Bacoor branch manager, Ms. Nanette Salvador Quincena. She further cemented my trust in the bank when I observed how her team in the branch – all young, would move with seemingly orchestrated professionalism. During a casual chat with her, she expressed, “...at AUB, we are exhausting all means to tap the local market as we are trying to reach out to the working level of the populace that needs our assistance”...an impressive statement! As my habit, because of the good impression, I decided to write something about this “young and dynamic” bank to express my appreciation.

It is admirable to know that the courage of people behind this institution is an offshoot from pooled brilliant business ideas that started with a biscuit company...the Republic Biscuit Company (REBISCO). So, that’s another success story that can make one recall Lucio Tan’s whose bold diversification emanated from a bank, but still earlier, supposedly, a buy and sell venture. Add to that the story of Henry Sy whose giant business empire grew out of a simple shoes store in Sta. Cruz, Manila. 

Ang Mga Matulunging Sekyu ng Philippine Statistics Office (PSO)

Na sina Ronald Caldito at Rodolfo Gauiran

Ni Apolinario Villalobos

Hindi sa lahat ng pagkakataon ay makakatagpo tayo ng mga taong matulungin, at hindi lang matulungin kundi nagkukusa o nagboboluntaryo ng kanilang tulong. Sa ganyang sitwasyon ko nakilala si Ronald Caldito ng Commander Security Agency ng PSO sa Quezon City at Rodolfo Gauiran ng Gold Cross Security Agency, na nakatalaga naman sa Roxas Boulevard “Serbilis Center”.

Kailangan ko pang magbiyahe mula Cavite upang marating ang PSO sa Quezon City at lalong kailangan kong gumising sa madaling araw upang makaiwas sa trapik. Mali ang akala kong napaaga ako ng dating bandang alas siyete, dahil nakita kong halos puno na ang mainit na “waiting area”. Napansin ko rin na ang ibang kliyente ay may dalang malalaking bag kaya halatang galing pa sa probinsiya. Sa oras na yon ay wala akong nakitang taga-PSO na nasa bukana man lang upang gumabay sa mga kliyente, kundi mga guwardiya ng Commander Security Agency. May natanong akong isa sa kanila kung saan ako dapat pumuwesto batay sa kailangan ko, subalit mali naman ang ibinigay na direksyon. Sa halip na ituro ang tamang daan patungo sa bahaging nasa “likuran”  ay basta na lang ako itinuro sa isang direksiyon na nang tumbukin ko ay comfort room pala. Mabuti na lang at sumilip pa ako sa bandang likuran at doon ay may nakita akong isang maliit na parang waiting area. Dahil may mga nakaupo na, nakiupo na rin ako.

Nang magsimulang magdatingan ang mga empleyado, lahat sila ay may “straight face” o yong seryoso, pero kung kapwa empleyado ang masalubong ay nagtatawanan pa….walang nakangiti kung tumingin sa mga naghihintay na palatandaan sanang pwede silang matanong man lang. Kung hindi pa dumating ang isang security guard na si Ronald Caldito ay hindi ko pa nalamang ang natagpuan kong waiting area ay siyang pakay ko pala. Siya rin ang gumabay para sa tamang pagpila dahil first-come-first served ang patakaran. Maraming mga padaan-daang mga empleyado pero wala man lang ni isang nagkusa na magtanong o maski ngumiti sa mga kliyente upang mapawi ang agam-agam tungkol sa kahirapan sa pagkuha ng kailangang certificate.

Nang lumapit ako sa Public Assistance and Complaints Desk, ang simpleng pakiusap ko na baka pwedeng i-check sa computer ang impormasyong kailangan ko upang makapag-file ng angkop na form ay hindi pinakinggan ganoong may computer naman akong natatanaw sa loob. Ang paulit-ulit na sinabi sa akin ay mag-file daw talaga ng form itinuro ako sa lugar na dinagsaan ng mga taong nagpi-fill upa ng forms. Ang inisip ko, ay bakit kailangang gawin ko yon kung sa ilang minuto lang naman ay masasagot na ang katanungan ko upang tamang form ang mai-file ko? Nagtimpi na lang ako kahit alam kong may mali sa sistema nila na pasikut-sikot.

Ang sistema pala nila ay dapat may isang form na pipil-apan muna ng mga impormasyon at isa-submit sa isang pinipilahang counter upang ma-check sa computer kung may record sila batay sa mga ibinigay na impormasyon. Babalikan mo pa ang resulta sa susunod na araw para malaman ang resulta. Kung negative, pipil-ap na naman ng isang form para sa ii-isyung certificate of no record. Kung positive, pipil-ap pa rin ng isang form para sa ii-isyung certificate na may record. Kung alin man sa mga certificate ang maisyu, magbabayad ang humihingi na inabala ng “madugo” nilang sistema. Umalis na lang ako.

 Dahil sa naging problema ko sa central office ng PSO sa Quezon City, sinubukan ko ang maliit na branch sa Roxas Boulevard na ang Public Assistance Desk employee ay nakangiti pang tumulong sa akin gamit ang computer niya kaya nai-file ko agad ang tamang form. Ito ang ni-request kong assistance sa head office (Quezon City) na hindi pinagbigyan.  Ang napansin ko pang malaking kaibahan ng serbisyo nila, sa Roxas Boulevard, bago pa lang mag-alas otso, ang mga tao ay pinapapasok na sa aircon na waiting area upang papilang makaupo at binibigyan pa ng instruction ng mga matulunging security guards, bagay na hindi ginagawa sa mismong central office sa Quezon City. Doon ay pinapahintay pa ang mga kliyente ng alas otso bago sabihang pumunta sa isang hindi aircon na bahagi pa rin kung saan matatagpuan ang mga forms, kaya nagmumukha silang kawawa sa pakikipag-agawan habang tinitingnan ng mga security guards. Ito ay sa kabila ng matagal na nilang paghintay sa mainit na waiting area bago pa man mag-alas otso. Tipak-tipak tuloy ang mga nagtitinda ng kape at sandwich sa labas lang ng gate.

Sa Roxas Boulevard PSO ay napansin ko rin ang pagiging matulungin ng mga security guards na pinangangasiwaan ni Rodolfo Gauiran. Talo pa nila ang mismong mga empleyado ng PSO dahil pati natutuklap sa pagkakadikit na mga posters ay inaayos nila. Ang mga assigned sa releasing section ay may kusa rin dahil nang humingi ako ng tulong sa isang security guard upang ipa-check ang nai-file ko makalipas ang mahigit dalawang oras na siyang takda ng release, ay dali-daling lumapit ito sa counter upang magtanong. Kasama pala ako sa isang batch na natawag na pero ang ginamit sa pagtawag ay pangalan ng namatay na hinihingan ko ng record pero wala sila, kaya certificate of no record ang binayaran ko. Hindi pangalan ko na siyang nag-request at buhay na buhay ang tinawag.  Inakala ko tuloy na ka-apelyido ko lang ang tinawag! Kung hindi dahil sa matulunging security guard na nakalimutan ko ang pangalan ay malamang na na-bagoong ako sa releasing section!

Iyan ang Philippine Statistics Office na nangangailangan ng MALAKING PAGBABAGO!

The Humility and Diligence of Atty. Domingo T. Duerme

by Apolinario Villalobos

I first heard about him when I joined Philippine Airlines, middle of 70’s, as another Notre Damian like me when the late Joseph Alabanza, one of our instructors asked me if I knew him. I replied in the negative because while I graduated from a parochial Notre Dame during the time, he was a product of the education system’s university in Cotabato City, the prime city of the yet, undivided and vast Cotabato province.  The same question was asked by the late, Ricardo Paloma who was also curious about our school. Our paths crossed when he became the Branch Manager of Davao station, when I used it as my jump-off point in covering tourist areas in Mindanao as editor of the PAL TOPIC Magazine. From then on, I called him, “Atty. Duerme”.

The next time we met was when he was sent to Manila to take the place of the late Federico Pabelico as Director for Luzon Sales Area. I took note of the paintings that he hung in his room, and which I observed to be different from those that the Construction Office of the company purchased to enhance the rooms of executives. I thought they were just among his personal collections that he preferred to display. I only learned about them as his own paintings when he was packing up for another assignment as Sr. AVP for International Sales-Philippines to be based at S&L Building along Roxas Boulevard. He gave me an unframed sketch of an old woman as a precious token.

I had an opportunity to meet his better half, Connie when she came over from the province. She struck me as equally humble and soft-spoken, too. Atty. Duerme confided that they met while both of them were studying at the Notre Dame University (NDU). She was taking up Banking and Finance while he was struggling with his Bachelor of Science in Education. She was also his “sponsor”, being an officer of the Reserved Officer Training Corps (ROTC) of the university. Connie was an able support to the struggle of Atty. Duerme as he tried his best to establish a home and family. She went into different business ventures, supplying beef to patrons in Davao and Manila, as well as indigenous monkey that abundantly thrive in the region, which were sent to Europe for scientific experiments and medical purposes. To cap her business acumen, she opened a canteen that fed about 2,000 employees of a garment factory at Awang district of Cotabato city. The two are blessed by daughters, Ma. Dolores and Ma. Lovella, both nurses and currently working at Houston, Texas.

The journey of Atty. Duerme started at Pototan, Iloilo where he was born in March 28. His parents were among the farming pioneer settlers of M’lang (today, part of North Cotabato). As a young boy he had a share in tending their farm, a task which did not hinder him from graduating with honors from elementary (Bialong Elementary School) to high school (Notre Dame of M’lang). He finished a Bachelor of Science in Education (BSE) at the Notre Dame University (Cotabato City) in 1968, and Bachelor of Laws in 1973, hurdling the Bar in 1975 (Roll 25707).

What is remarkable about his struggle is that he joined Philippine Airlines in 1968, a month just before graduating with a BSE degree and went on with his struggle to finish his Law degree. His being a Ticket Freight Clerk with a “just-enough-wage” did not deter his determination to become a lawyer. And, to think that it was during this time that he and his wife, Connie were putting up the foundation of their family. To work with PAL Domestic Sales during the early days of the company was being like a soldier who should be ready for assignments anywhere. This commitment made Atty. Duerme assume positions without question, as Branch Supervisor of Dipolog, Cagayan de Oro, and Bislig within the period of 1972-1978, within which he also successfully passed the Bar examination.

The hard-earned achievement as a full-fledged lawyer, easily gave him the opportunity to become a Branch Manager of Cotabato station from 1978-1986, moving up as Branch Manager of Davao from 1987-1992. The rest of his journey became more challenging as he became the Director of Luzon Sales Area from 1992-1994, Sr. AVP for International Sales-Philippines from 1994-1996, and finally coming home to Mindanao as Sr. AVP for the said region.

The feat of the unassuming Atty. Duerme is such that, a roll could be filled with his accomplishments as he struggled his way up, from their sun-drenched farm in M’lang. He was a Rotary Exchange Student and as such he was sent to Ontario Canada, aside from being a Jaycee scholar. He received an award from his alma mater, Notre Dame University as an Outstanding Alumnus, aside from having been given recognition as an Outstanding Son of M’lang. When he had a stint in Davao as PAL’s Sr. AVP, he actively got involved in the local tourism industry as member of the Davao City Tourism Council; President of the Rotary Club of Davao; President of SKAL-Davao; Representative of the Private Sector in the Region XI Development Council; consistent Chairman of the PAL Inter-Club Golf Tournaments; Chairman and President of the Davao Chamber of Commerce and Industry; Private Sector Representative to the Tourism Inftra-structure and Economic Zone Authority (TIEZA); Trustee of the Philippine Red Cross. Currently, he is the Chairman of the Board of the M’lang Water District.

Despite all those accomplishments, Atty. Duerme seems not a bit tired, as he might give in to another opportunity that is persistently knocking on his door…

Michael Villaflor, Jr.: Profile of Diligence and Humility

…another “unsung hero” of Philippine Airlines

By Apolinario Villalobos

When Michael Villaflor, Jr, or “Mike” to his friends and family was looking for a job after graduating from Mapua Institute of Technology with a Management Engineering course, the country was in its economic and political healing stage after Ferdinand Marcos was successfully ousted by the “People Power” which saw the installation of Corazon Aquino into presidency.  It was during this uneasy period when Mike initially tried his luck for a job in San Miguel Corporation. Unfortunately, the company was giving priority to applicants who graduated from the University of the Philippines and Ateneo. He went through similar discouraging experience when he applied at Philippine Airlines which was giving priority for applicants from the two aforementioned universities, as well as, the De La Salle University.

His persistence, however, in following up his application with PAL paid up when he was finally given the chance to undergo an interview and a series of written exams which he passed with flying colors. For assignment, when he visited the Office of the Metro Manila Sales in March 1986, headed by Milagros Limgenco, without much ado, he was sent to the Escolta Ticket Office to immediately render duty as Information Clerk. Due to his remarkable good performance, in less than a year, he was promoted as Cash Custodian, then, as Domestic Ticket Representative in the same ticketing office. In 1988, he was further promoted as Integrated Ticket Representative, a job which required him to compute international fares, as well. Unfortunately, on that same year, the Escolta Ticket Office was closed which caused his transfer to the Makati (Greenbelt) Ticket Office.  A little later of that same year he was transferred to the Taft Ticket Office, located on the ground floor of the Philippine Women’s University.

In early 1989, he retraced his steps to the Metro Manila Sales Area, but this time, with a new appointment as Sr. Market Planning Analyst under Marcial Zamora. His fast journey along the path of his corporate career brought him the following year, to the position of Staff Assistant for Luzon Sales Area which was merged with Metro Manila Sales by the VP-Sales and Services, Avelino Zapanta. This time, he worked under Teresita Al Luna.

While the career of Mike was gaining momentum, the general economic situation of the country was at its crucial that resulted to a slow down. Meanwhile, the management of the airline changed hands from Eduardo Cojuangco to Lucio Tan. In addition to the airline’s struggle to keep afloat, there were also problems that had to be dealt with – those of  PALEA (Philippine Airlines Employees Association) and the ALPAP (pilots’ and flight attendants’ association), which finally resulted to the temporary closure of the company in 1998. During the time, Mike was under Danny Lim who was at the helm of the Metro Manila and Luzon Sales.

When Philippine Airlines resumed its operations, Mike was transferred to its “flagship” office located at S & L building along Roxas Boulevard as Staff Manager in place of Atty. Cris Pascual, to work under Enrique Javier, the Country Manager for Philippines and Guam. Later, all PAL offices at S & L building were transferred to the airline’s Learning Center along Padre Faura, where he worked under different Country Managers such as Marilla Revilla, Genaro Velasques, and Dina May Flores.  When the San Miguel Corporation took over the company, it installed Salvador Britanico, Jr., as the Country Manager, and it was during this time that finally, Mike got his biggest break when he was appointed as Area Sales Manager for Luzon and Metro Manila.

When the Lucio Tan Group of Companies took over PAL from San Miguel Corporation in September 2014, Mike retained his job to work under his current boss, Harry Inoferio, who is virtually on a “home coming” stint, for he had spent a good number of years with PAL until he resigned to work with other airlines. Mike is doubling his effort, especially, at this critical moment of the airline industry under the shadow of the “open air policy” which is characterized by the cutthroat competition posed by locally- based airlines, as well as, foreign carriers that offer attractive fares. Despite the challenge, according to him, PAL is unfazed because its on-time departure reliability aside from its overall excellent service, have always been traditional trademarks that keep it flying with pride. Many passengers, especially the finicky, learn the lesson that a low fare can never replace an excellent service which is equated with comfort all the way of the flight, especially, long haul ones, hence, they go back to PAL after a “sad experience”.

In the office, Mike is ably supported by his equally diligent secretary, Melle San Jose Artillaga, who like him is equally meticulous in carrying out her job. And, at home, he is supported by his wife, Madeline and children, Mara Louise, Michael III, and Louise who understand his coming home late due to meetings. With all the challenges that he enjoys and the compassion of people around him that lightens his burden, he considers himself lucky and successful, yet feels at the same time, that he could still do more for the company.

To date, with a contented smile, he looks back to the day he was given a great opportunity by PAL which put him on the best career path, more than reason enough for him to continue doing his best. He also considers the short administration of the San Miguel Corporation as a good karma because it was during such time, while working with Salvador “Bud” Britanico, that he became a full-fledged manager.

But, most especially, for what he is now, Mike thanks his parents, Remy and Michael Sr. They molded him into a humble person who can work with utmost diligence and patience under pressure. Admirably, both parents who were supervisors of PAL then, did not try to use their influence when he was applying for a job in the company, as they wanted him to prove his worth on his own. Michael Sr. was a Ticket Office Supervisor (later on, a Manager), while Remy was a Desk Supervisor (later on, a Manager) of the Reservations Department.

The Indefatigable Esperanza (Inday) Hilado

…friend, sister, mother, secretary, Sales Executive

By Apolinario Villalobos

For most people who know her, she was “Inday”, although, her other nickname was “Pancing”. She was a centenarian, having reached the age of 100 years last July 22, 2015, for which she was honored with a certificate given by the Quezon City government.  She died peacefully just when 2015 was bidding 2016 goodbye, particularly on January 14, at exactly, 11:15 AM. The tragic information that I received came from Gel Lagman and Mona Caburian-Pecson, former colleagues in Philippine Airlines.

Inday came from the well-to-do clans of Fontanilla and Hilado of Negros Occidental in the Visayas region of the Philippines. Her parents were Paz Fontanillla and Ignacio Hilado, and she came third in a brood of seven, such as, Clarita, Florita, Hermenia, Gloria, Enrique and Godofredo. Inday chose to stay single her whole life.

According to Tessie, Inday’s niece, who at 74, looks more like a little more than 50, she immediately came home when informed about the demise of her aunt, as she knew that with her were only her trusted caretakers, Rudy Lopez and his wife,  Muding (Modesta). Rudy was her loyal driver since 1975, and got married in 1992 to Muding who in no time treated the former like her own mother. Since the first day of her arrival, Tessie practically did everything with the help of her assistants that she brought from America, as well as, Rudy and Muding.

My fondest memory of Inday was our working together as part of the International Sales-Philippines (ISP) Team of Philippine Airlines (PAL) based at the S&L Building along Roxas Boulevard, in Ermita, Manila. We were under Rene Ocampo and later, Archie Lacson, as the Regional Vice-President of the Philippines and Guam Region. However, due to our well-defined function as members of the Sales Team, we were directly under Dave Lim, Assistant Vice-President of the ISP. Inday was handling the special account of manning agencies for seafarers and despite her age, being the most senior in the team, she proved to be just very effective. She reported to the office before eight in the morning, prepared her itinerary for the day and persistently made follow ups on previously requested bookings for her clients. I also used to help her with her weekly and monthly sales reports by typing them for her. She even stayed late when there were social functions to fete our clients, particularly, the travel agents and manning agencies.

The job of Inday was very critical as PAL fares were comparably higher than those offered by the other airlines for the seafaring segment of the airline industry. But motherly insistence and affectionate cajoling of travel agents worked almost all the time. To show her gratitude to her clients, during Christmas she would give them her own personally-purchased gifts, aside from the standard “give-away” items from our office that included calendars. Being in-charge of the Region’s administration, I would give her extra calendars and “give-away” items.

We were close to each other, such that we sat side by side during most of our Monday Sales Meeting. It was this literal closeness that gave her the opportunity to offer me her share of snacks served during the meeting. She was also very conscious about her health, as she ate only small portions of food during mealtime at the canteen. One time, however, during a party, I admonished her for eating plenty of “lechon” (roasted pig).

A terpsichorean in her own right, she would sashay with graceful cha-cha and tango moves around the dance floor during our parties. She admitted to me though, that she was really fond of ballroom dancing, and even confided the information about the pre-war public dances that she attended at Luneta (Rizal Park) every December, when she was young. Her love for life could have given her the vigor that kept her going even at an age beyond seventy which was the last time I saw her when I left Philippine Airlines.

Inday may no longer be around, but she left a legacy founded on love, as well as, diligence and dedication to job. She was unquestionably unselfish and indefatigable in many ways. She also proved that goodwill indeed works, as her staying “single” did not deprive her of families because of her altruistic ways. She had her colleagues in PAL, and who gave her love in return for her motherly and sisterly affection….they, who have become her family until she left the company. Rudy Kong whom she served with utmost loyalty as secretary in PAL, took her in as part of his own company when she finally left the airline. She also had Rudy Lopez, her loyal driver, and his wife, Muding, who stood by her side till she drew her last breathe. She loved them all, and they all loved her… and, just as what the popular adage says… love begets love.

Ronnel Basco: the Patient IT Guy

of Netopia – SM City/ Bacoor

by Apolinario Villalobos

What will you do if you are at the end of your wits after four rejections from internet cafés that could not open the files in your USB? Without an umbrella on the rainy day of August 12, I had to run from one sidewalk to the next in an effort to prevent the raging rain from soaking me to the bones until I finally reached the SMCity/Bacoor mall where I tried to dry myself up. It was while I was pondering on whether to look for another internet café after the rain when I thought of trying my luck in the Netopia internet café on the third floor of the mall.

Without telling the attendant about the problem as he might reject my requirement, too, I outright asked his help to open the USB that I brought. He was Ronnel Basco whose cool countenance impressed me as he successfully opened the device after several attempts. I noticed something that he did as he inserted the USB to the port, as if patiently coaxing the computer to open it and read the contents which it finally did after several minutes. Actually, the USB was my friend’s, who just gave me the title of the file.

Mr. Basco went through the routine of assisting me look for the file that I wanted printed and transferred to another USB. Four painstaking attempts did the trick! The big relief, practically vanished my frustration, coupled by discomfort from my rain-drenched shirt. What was more striking in Mr. Basco’s attitude was his patience in attending to the calls of other customers, during which he would leave me for a while with apologies. The café was full at the time, and I was really fortunate to have been given the attention and assistance that I direly needed.

What I observed further, was the precision in the systematic actions and professional attitude of Mr. Basco and his co-employees toward all customers, be they browsers or just walk-ins who inquire for other services. Impressively, everything that they did was without a hint of haste. I also heard suggestions that they did not hesitate in giving to the customers, and who appreciated them. 

The persevering and patient attitude of Mr. Basco was an immense contrast to the lack of sympathy and concern from the attendants of the four other internet cafes that I visited earlier, who gave me outright rejection after failing to open the USB with just a single attempt. Without even looking at me in the eye, they just said “sorry”... just like that, short of showing me the door.

The likes of Mr. Ronnel Basco, are what service-oriented business entities need. He manifested that good attitude of employees can never be overshadowed by expensive advertisements in selling a product or service. As I walked out of the Netopia café that afternoon, I decided to become their unsolicited “walking billboard”…because of Mr. Basco.

Ang Tungkulin at Responsibilidad

Ni Apolinario Villalobos

Ang tungkulin ay hindi na dapat inuutos pa at ang responsibilidad ay may kaakibat na pananagutan sa lahat ng ginagawa ng isang tao. Bilang isang matalinong nilalang, alam ng bawa’t tao na kasama ang dalawa sa anumang pinasukan at inako niya.

Sa isang trabahong pinasukan halimbawa, alam ng isang tao kung ano ang mga dapat asahan sa kanya kaya may tungkulin siyang tuparin ang mga ito. Nakapatong sa kanyang balikat ang pagpapatupad ng mga ito sa abot ng kanyang makakaya, subalit kung siya ay mabigo, dapat siyang managot – yan ang responsibilidad.

Sa ibang bansang Asyano tulad ng Korea at Japan, ang dalawang nabanggit ay itinuturing na mitsa ng buhay at ang katumbas ay kahihiyan. Kapag nabigo sa mga ito ang mga tao doon, itinutulak sila ng kahihiyan upang wakasan na ang kanilang buhay. Para sa kanila, ang kabiguan sa mga ganoong bagay ay duming didikit sa kanilang pagkatao habang buhay at ang makakapaghugas lamang ay kamatayan.

Sa Pilipinas, iba ang kalakaran at nangyayari, lalo na sa gobyerno. Kung may mga palpak na pangyayari, lahat ng sangkot ay nagtuturuan. Mayroon pang mga walang takot sa pagbanggit sa Diyos na saksi daw nila sa pagsabi nilang wala silang kasalanan. Pati ang kalikasan ay binabanggit, kaya tamaan man daw sila ng kidlat, talagang wala silang bahid ng kasalanan. Mabuti na lang at wala sa mga “matatalinong” ito ang nagdidiin ng kanilang sinabi ng, “peks man”!

Ang mga halimbawa ng mga problema na idinaan sa turuan ay ang Mamasapano Massacre, usad-pagong na pag-rehabilitate ng mga biktima ng typhoon Yolanda, nakawan sa kaban ng bayan, ang pinagkakaguluhang West Philippine Sea, ang nawawalang pondo ng Malampaya, ang mga problema sa LRT at MRT, at mga sunog na ang pinakahuli ay nangyari sa Valenzuela (Bulacan), sa Gentex na pagawaan ng tsinelas. Lahat ng mga sangkot na tao at ahensiya ay ayaw umamin ng kasalanan. Matindi talaga ang sakit ng Pilipino na “feeling linis syndrome” o FLD!

Sa mga pangyayaring nabanggit, malinaw na walang maayos na koordinasyon na pinapatupad. Ang mga ahensiya at mga tao sa likod nila ay nagkukumahog upang makakuha ng credit kung sakaling tagumpay ang mga ginagawa nila, subalit, mabilis ding mambato ng sisi sa iba kung sila ay nabigo.

Sa isang banda naman, ang presidente ng Pilipinas ngayon ay walang humpay ang pagbato ng sisi sa nakaraang administrasyon dahil sa mga kapalpakang dinadanas ng kanyang pamumuno, ganoong ang problema niya ay ang mga taong itinalaga niya sa puwesto, na ang iba ay matagal nang dapat niyang tinanggal subalit hindi niya ginawa.

Sa panahon ngayon, maraming mga magulang ang hindi nakakatupad ng kanilang mga tungkulin sa kanilang mga anak na lumalaking suwail. Ang sinisisi nila ay ang mga makabagong teknolohiya kaya nagkaroon ng internet, at mga barkada ng kanilang mga anak. Yong ibang magulang naman, taon-taon ay naglilipat ng anak sa iba’t ibang eskwelahan dahil palpak daw ang mga titser. Kung tumingin lamang sa salamin ang mga magulang, makikita nila ang kanilang pagkakamali dahil dapat ay sa tahanan nagsisimula ang paghubog ng kabataan. Ang eskwelahan at mga titser ay tumutulong lamang.

Marami na kasing magulang ngayon na mas gusto pang makipagsosyalan sa mga kumare o umatend ng ballroom dancing, makipag-inuman sa mga kabarkada, makipag-shooting, makipag-weekend motoring, atbp., kaysa makipag-bonding sa mga anak. Ang dinadahilan nila ay ang kapaguran sa paglilinis ng bahay, pagluluto, paglalaba, pagpasok sa trabaho, overtime sa office, atbp – kaya kailangan nilang magpahinga naman!  Kung hindi ba naman sila nuknok ng ka…ngahan!... papasok-pasok sila sa ganoong sitwasyon, pagkatapos ay sisisihin ang pagod! Kung honest sila, dapat ay sisihin din nila ang libog ng katawan! Sa ginagawa nila, mga anak nila ang kawawa!

Dapat isipin ng isang tao kung kaya niya ang mga tungkulin at responsibilidad sa papasukan niyang sitwasyon. Ang kailangan niya ay katapatan sa sarili, hindi ang nagpapalakas ng loob na, “bahala na”.