Vo l u m e 0 3J a n u a r y 2 0 1 0

In this Issue

Dr Alister Francis Memorial Lecture - pg 2

ACB supports World Glaucoma Day – pg 2

The Board Room – pg 3

New cutting edge ATMs – pg 4

ACB provides guidance to GARD students – pg 5

H R Corner – pg 6 - 7

Product of the Quarter – pg 8

Parish League Awards 2010 - pg 9

Pension Corner – pg 10 - 11

Toying around with customer service – pg 12

Health Matters – pg 13 - 14

ACB Biggest Loser - pg 15

What’s Cooking? –pg 16

Seymour Mario Blackman

The NewTELLERVo l u m e 0 4

A p r i l2 0 1 1

Issue 02

The 53rd Annual General Meeting of Shareholders of Antigua Commercial Bank was held in the President’s Suite at the Sir Vivian Richards Cricket Grounds located at North Sound, Antigua on Thursday the 27th day of January, 2011.

At the Meeting, Mr. C. Davidson Charles and Mr. Gordon Derrick were re-elected as members of the Board of Directors. Mr. Daryll S. Matthew was also elected to serve on the Board.

Lady Carlisle, who retired by rotation, did not offer herself for re-election.

Mr. Matthew, our newest Board member, is a Licensed Land Surveyor and the Managing Director of Total Development Solutions Inc. He is also a Past President of the Rotaract Club of Antigua and an Executive Member of the Antigua and Barbuda National Olympic Committee.

The present members of the Board of Directors of Antigua Commercial Bank Ltd. are:

C. Davidson Charles- ChairmanGordon Derrick – Vice ChairmanPeter Blanchard – Vice ChairmanReuben Deubry – Vice Chairman

Michael RobertsPhilip HarrisCraig WalterAlincia Williams- GrantMavis GeorgeDaryll S. Matthew

The Shareholders approved the payment of a final dividend of 30% of each unit share for the financial year ended 30th September, 2008.

PricewaterhouseCoopers were re- appointed as the Group’s External Auditors for the year ended 30th September, 2009.

The ANTIGUA COMMERCIAL BANK GROUP maintained its strong financial position with total assets in excess of $794million as at 30th September, 2008 and realized a net profit for that year of EC$14.1 million.

ACB MORTGAGE AND TRUST COMPANY LIMITED, the Bank’s wholly- owned subsidiary, continued its good performance within the Mortgage Industry. The Trust Company ended fiscal 2008 with a 16.67% growth in operating profit before tax of $4.9million and a net income after tax position of $4.6million.

Outcome of the Bank’s 53rd Annual General Meeting

Director Daryll S. Matthew

ACB 2011 Scholarship launched

Applications are being invited from suitably qualified nationals for the 2011 Antigua Commercial Bank Louis H. Lockhart Scholarship. The scholarship targets students who are enrolled in an accredited college, university or vocational educational institution for the final year of study leading to the completion of a first degree. The applicant must be a national of Antigua and Barbuda. The parameters for selection include academic excellence, financial need, personal motivation, educational and career goals, character, and extra curricular activities.

Scholarships for study at non regional institutions would be considered only where the course of study is not

available at a regional institution.The scholarship will be for the completion of a first degree or equivalent in the primary areas of finance, investment, banking and related disciplines.

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Educators and other stakeholders in education were given much food for thought at the 8th Annual

Dr. Alister Francis Memorial Lecture held in February

The presenter was Dr. Didacus Jules, Registrar & CEO of the Caribbean Examinations Council (CXC) in Barbados. He spoke on the topic “Fragmentation in the face of globalization” which generated much public discussion long after the presentation.

The Dr. Alister Francis Memorial Lecture was instituted to observe the contribution made by the first principal of the Antigua State College who died in 2000. Dr. Alister Francis, who became Sir Alister, was also a Former Director of the Bank,

The Lecture Series is sponsored by Antigua Commercial Bank.

Dr. Alister Francis Memorial Lecture

Dr. Didacus Jules at the Dr. Alister Francis Memorial Lecture

Each year, March 12 is observed as World Glaucoma Day. This observance is to bring attention to individuals on the need to get tested.

The local Glaucoma Support Group, headed by Dr. Jillia Bird collaborated with the Ministry of Health and joined organizations in over 50 countries in a wide range of highly successful awareness raising activities.

During the week of observance, 210 individuals were screened for glaucoma risk factors including, intra ocular pressure (IOP), family history, blood sugar, cholesterol and pressure, body mass index (BMI), race, and date of last comprehensive eye exam. Twice as many people were surveyed for glaucoma knowledge and awareness. The main event in Antigua was a March for Sight which attracted hundreds and was led by the Prime Minister Baldwin Spencer. The Bank’s contribution to this campaign was the sponsorship of a wall sign at Antigua Recreation Grounds. The intention is to bring awareness to both drivers and pedestrians that there is the constant need to have their eyes tested.

According to the Glaucoma Research Foundation ( www.glaucoma.org), glaucoma is a group of eye diseases that gradually steal sight without warning. In the early stages of the disease, there may be no symptoms. Experts estimate that half of the people affected by glaucoma may not know they have it.

Vision loss is caused by damage to the optic nerve. This nerve acts like an electric cable with over a million wires. It is responsible for carrying images from the eye to the brain.

There is no cure for glaucoma—yet. However, medication or surgery can slow or prevent further vision loss.

Early detection is vital to stopping the progress of the disease.

Get tested today!

ACB supports World Glaucoma Day

Strength. Service. Solutions.3

Tell us a bit about your family and yourself.

I am dedicated to service. The little time my daughter affords me to pay attention to anything other than herself and her activities; I focus on my club, the Kiwanis Club of St. John’s. I am a past president of the Club so I understand the importance of applying the eight tenets of the Club to impacting society and one’s personal life. So I do my best to assist the Club in achieving these objectives whenever time allows. I am currently the advisor for one of our junior clubs, the K-Kids Club of CCSET International Academy.

I also enjoy playing tennis although the demands on my time do not afford me many opportunities to play.

Over the past three months I have been learning to swim; but again time is my enemy there and I wouldn’t say that I have advanced as much as I would like. My passion for politics keeps me engaged in union and party activities as well. How do you like being a Director? Although sometimes it is taxing I enjoy it immensely, more so the interaction of 10 individuals (each successful in his/her own right) with such diverse backgrounds. Animated discussions have yielded cohesive decisions and financial results in keeping

with our stated objectives. I am consistently amazed that diversity can bring about such results and imagine what other wonderful and great things people generally can accomplish if they keep focused on the same results; Utopian and delusional maybe; but I am hopeful.

What made you decide to become a director?

ACB holds such historic significance in the development of our people, not just Antiguans but for persons of African ancestry and I always knew that I would play some meaningful role in this institution. Further, banking and finance were keen interests of mine.

It was after my grandfather (from whom I believe I got my passion for service and politics) transferred his shares to me that everything started to fall into place with respect to my involvement in ACB. It was like as they say “the planets aligned themselves.”

After a stint at the Eastern Caribbean Central Bank (ECCB) in St. Kitts, I was offered the post of Legal Counsel/Corporate Secretary at ACB. Soon after my resignation from that post in 2008, a number of vacancies arose on the Board and I was convinced that it was another opportunity to serve this august institution and my nomination was submitted. The shareholders demonstrated their confidence in me and elected me at the 51st AGM. I will be forever grateful.

What advice do you have for someone who is interested in becoming a director?

If you want it, go after it but be mindful that it takes commitment and dedication as it demands your time and attention. Do it because you want success not just for yourself, but also for the Bank and its stakeholders.

What are your plans for the future?

Currently, I am focusing my energies on building a successful law practice. Undoubtedly, I will continue to contribute to my community and country through my service club, political organizations and otherwise. The overriding goal however, is to not lose sight of having fun in the midst of all the chaotic developments

This section profiles a member of the ACB Board of Directors. This issue features Director Alincia Williams-Grant.

The Board Room

Director Alincia Williams-Grant

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Our Bank boasts of being the first to provide ATM service to Antigua & Barbuda. We remain the leader in the level of ATM service and currently we have the one of the largest ATM networks on the island. There are eight (8) ATMs strategically placed around the island. We continue to lead the competition with our new Diebold Opteva ATMs which we have been rolling out since November last year. They carry many unique features.

Touch Screens Customers are able to select their transaction by touching the corresponding tab on the monitor as opposed to pushing a key tab at the side of the desired option. This feature speeds up the transaction time and has generated a new buzz about the ACB ATM experience.

Privacy FiltersNo longer would another customer at a corresponding ATM or an onlooker waiting for ATM use be able to see the banking details of the current ATM user. This feature has provided added security and comfort for our cardholders

Ability to hold more cash The ATMs are able to hold more notes than the older model ATMs.. This has reduced the possibility of an ATM being depleted over a long (holiday) weekend.

Fraud resistant card readers The ATMs employ dip card readers as opposed to the motorized readers of the older ATMs. This means that no longer does the ATM retrieve the user’s card during a transaction but rather the ATM scans the card and then permits the cardholder to retain it before performing the transaction. This technology will make it much more difficult for a fraudster to attach a skimming device (a device that can either trap or read the card information of an unsuspecting cardholder). Additionally, it prevents the ATM user’s card from being inadvertently retrieved by the machine - an event that has proven both annoying and inconvenient for local and foreign cardholders.

Consumer Awareness Mirrors Our new ATMs possess mirrors that allow the current user to detect suspicious activity occurring behind him or her.

Enhanced Bulk Deposit Capability The new ATMs facilitates separate deposits of up to 50 bundled cheques and up to 100 bundled notes. Additionally the ATMs can be configured to scan the cheques and print an image of them for the customer’s records.

Enhanced Marketing Features The new ATMs are equipped with visual and audio accessories that will promote our products and services while a customer waits to perform a transaction. Additionally the ATMs possess illuminated signage that profiles our logo and tagline.

Enhanced Security Camera Solution The new ATMs are equipped with high resolution cameras that can record images superior to the ones produced by older ATMs. Additionally the images of these ATM cameras are data stamped with the card number and transaction details of the customer performing the transaction. This provides for greater efficiency in resolving ATM related customer queries.

Now you do understand why there has been such a buzz about the new ATMs at Antigua Commercial Bank!

New Cutting Edge ATMs

Branch Ambassador Robertha Williams at one of the ATMs

Strength. Service. Solutions.5

ACB provides guidance to GARD students

In May 2009, the Gilbert Agricultural & Rural Development Center (GARD) Centre at Mercer’s Creek embarked on a “Workforce Development Project” which sought to address the practical needs of our youths who were either unemployed or under-employed.

These young people are able to choose from a host of disciplines. They are also exposed to practical skills to be used as income generating activities that could be included

in their existing livelihood strategies, making them more marketable in the competitive environment in which we all operate.

The programme offers a host of training modules, which includes facial care and make up design, office administration, introduction to graphic design, small engine repair and maintenance. Successful completion of the programme undoubtedly increases the graduates’ ability to take advantage of job placement and enterprise development opportunities that may present themselves.

For the second consecutive year, Antigua Commercial Bank was invited to address an enthusiastic audience at the GARD Centre in an effort to provide them with motivation as well as to expose them to banking fundamentals and the importance of saving.

Antigua Commercial Bank remains committed to supporting the commendable efforts of these young people and ultimately the social and financial development of the youths of Antigua and Barbuda.

ACB’s Marketing & Public Relations Representative Shantia Edwards flanked by students of GARD Center’s 2011 Office Administration class

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Training Room Upgrade With the objective of ensuring that the Bank’s Employees Training Programme moves forward in the best learning environment, 16 new computers were purchased, installed and commissioned to facilitate the Bank’s programme of in-service training.

In collaboration with Marketing Department, the Training Room now reflects the standard of the Bank’s expectation for its employees and it has been in sustained use since 15 March, 2011.

Moving Forward

Marketability of employees depends on each employee. We live in a world where we must be driven by the fact that our mobility and status in life are premised by our willingness to accept challenges and be motivated to aspire to higher performance in our job/career.

Relevant education and training then become very important for all employees as means of achieving excellence. In this direction, Antigua Commercial Bank has been managing a policy to assist its employees develop themselves, and we are pleased to note the employees who have been utilizing the benefits and who have been elevating their qualification:

Alicia Richards – Supervisor M. Arlene Edwards – Manager Heidi Weste – Administrative Assistant Denise Armstrong – Assistant General ManagerCollin Maynard – Compliance AssistanceTamika Browne – Customer Service RepresentativeElsbeth Higgins – Customer Service RepresentativeSasha Jarvis - Marketinng Research RepresentativeLorraine Josiah - Customer Service Representative

They are to be commended and congratulated.

Certification for ACB StaffCongratulations are in order for the following staff members who have attained certification in their field.

Both Alicia Richards and M. Arlene Edwards have attained the Certified Credit Professionals (CCP) credential from the Chartered Institute of Bankers in Scotland and the Jamaica Institute of Bankers.

Collin Maynard was recently awarded the widely recognized CAMS (Certified Anti-Money Laundering Specialist) credential following a qualifying course

of study and a rigorous examination. Jacqueline Hewlett was recently awarded the internationally recognized Certified Fraud Examiner (CFE) credential following a qualifying course of study and a rigorous four-part examination covering Fraud Prevention and Deterrence, Fraudulent Financial Transactions, Fraud Investigations and Legal Elements of Fraud.

Strength. Service. Solutions.7

Is The World Financial Order Disintegrating?

NEWBORN/BIRTH

Congratulations to Mynica Hodge and her husband, Elvin on the birth of their son, Odari. He came into the world at 12:42am on 9th March, 2011. He weighed in at 7lbs 10oz. 2010

Help others and give something back. I guarantee you will dis-cover that while public service improves the lives and the world around you, its greatest reward is the enrichment and new mean-ing it will bring your own life.

Arnold Schwarzenegger.

Quote of the day

This question is not far fetched when you would have been born before the 1950’s and 60’s as you would have experienced the worst of times and the best of times, with scattering of the in-between times. Additionally, when you would have been apprised of the history of the 30’s and 40’s characterized by World Wars and World Depression and the resultant hardships on people, followed by socio-economic recoveries with positive impact on the global population, the question must be asked again.

We should also consider the socio-economic downturn of the 1970’s when the drastic cost of oil resulted in serious destabilization of developing countries’ economies because of the escalation of cost of living, high unemployment, closure of businesses, large scale retrenchment; and the consequences of increases in crime and social ills.

Globally, the banking industry would have suffered tremendously when these “times” occurred as their customers were among the casualties of the global financial meltdown. Some lost their jobs so they could not pay their bills or their loans. The country

suffers because its tax revenues plummeted and then government ended up with serious cash flow problems, service providers cannot be paid and so they, in turn, cannot pay their employees. Lay off, retrenchments, redundancies, bankruptcies, closure of businesses, and the like are the resultant factors.

In 2008, the world was shocked by another financial meltdown with an unprecedented high rate of large and small bank failures in the United States of America, Europe, and other jurisdictions around the world, even in Antigua & Barbuda. This was followed by an escalation of unemployment, transfer of jobs to lower salaried jurisdictions, reduced standard of living, hopelessness, and much more.

We are feeling the effect of this global melt down in Antigua and Barbuda and it appears that the situation will continue for at least another one to two years before we experience a rebound. As such, each person must accept that adjustment of lifestyle is crucial to surviving these difficult times. The question is still to be answered!

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Cash Management provides our customers with the capability to establish predefined balance limits for both Demand Deposit Accounts and Savings Once established, funds are moved into and out of accounts in order to maintain customer-set balances.

The Cash Management process is determined by designating one or more accounts as a source of funds and designating one or two accounts as the recipient of the funds. There are many benefits of this service:

Saves time

On occasion, customers who may have a chequing account, may need to transfer funds from their savings account to cover cheques that may have been written. Rather than standing in line to transfer funds from one account to the next, the system will automatically transfer funds to cover the cheque written and replenish the account to what ever limits have been established.

Saves money

Sometimes, the Bank calls customers to advise them that they have cheques that are being processed and that they need to come to the Bank to cover the cheques. Customers anticipate coming to the Bank in order to conduct their

transaction, but, for whatever reason, they are unable to do so. The cheque, having been processed creates an overdraft on the account. At the end of the month, the account will be charged with the minimum $30. However, if there was cash management, the cost per transaction is $5, providing a significant savings per transaction.

Provides Wealth Management

With Cash Management, customers can manage their funds by sweeping excesses into designated accounts. For example, a customer who has a salary deposited to an account may wish to have a savings account set up for his/her children and / or pension account. He/she may wish that if his/her account has more than $5,000 at any time, the excess over that amount could be transferred to a designated account

Requirements

The customer has to select a Target Account ie the account to which the funds are to be transferred and a Source Account ie the Account from which the funds are to be transferred.

The setup is free but there is a $5 charge per transaction.

Stop worrying about overdraft situations and let Cash Management work for you.

PRODUCT/SERVICE OF THE QUARTERPRODUCT/SERVICE OF THE QUARTERCash ManagementCash Management

Strength. Service. Solutions.9

Austin Richards Jr. was the pick of the players for the 2010 Antigua Commercial Bank Parish League Cricket at a recent awards ceremony.

In the ACB/American Airlines/Vivian Richards Thursday League, Richards, who played for Police Cricket Team, copped the prize for the batsman with the most runs (255 runs) and the batsman with the best batting average (63.75). He was also the bowler with the most wickets (14).

In the ACB/Richie Richardson Limited Overs Competition, playing for Freetown Cricket Club, Richards was voted the batsman with the most runs (359 runs) and the batsman with the best batting average (89.8). He also won the prize for the bowler with the most wickets (16).

Richards was voted player of the Final in the ACB/Cecil Charles/Hilary “Amiss” Cornelius 15 Overs Competition (53 runs; 2/12).

ACT Mahico Cricket Club dominated the titles for the 2010 season. They won theDave Joseph Limited Overs Competition, the Curtly Ambrose Two-day Competition (a title they share with Stingray City/Nature Tours Seatons Cricket Club) and the Vivian Richards Thursday League Competition.

The title for the Richie Richardson Limited Overs Competition was won by Ya So So Bakery St. Paul’s Cricket Club while the Cecil Charles/Hilary “Amiss” Cornelius 15 Overs Competition was won by Diamond International Police.

Parish League Cricket has been sponsored by Antigua Commercial Bank for 33 consecutive years. The League has produced several players who have earned their places in the West Indies Cricket Team. The latest player to be celebrated was Devon Thomas who recently participated in the ICC Cricket World Cup.

Austin Richards Jr

Parish League organizers recognize outstanding players for 2010

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PENSION CORNER

In our last article we provided a brief history of the ACB Staff Pension Scheme that came into being on October 01, 1991. We had also indicated that in our next issue we would introduce our readers to the current administrative structure of the pension scheme as well as inform you as to the various types of pension and retirement schemes.

The ACB Staff Pension Scheme is administered by a Board of Trustee comprising seven trustees - four selected from the Board of Directors of the Bank, and three from the general staff body. The staff trustees must be members of the pension scheme, and one of them is selected from the management staff.

The representatives from the Board of Directors are Directors: Peter Blanchard, Reuben Deubry, Phillip Harris and Craig Walter. The current chairman is Director Harris. The trustees selected from the members of staff are Collin R. Maynard, and Thomas W.C. Greenaway. There currently exists the vacancy for the management representative.

The tenure of office of a trustee selected from the Board of Directors is linked to that Director’s overall term of office as a director, while staff representatives serve at the pleasure of the other contributors of the pension scheme.

External to the Board of Trustees, other skill sets are incorporated into the overall administration to the scheme. In that regard, member of staff Sharon E. Nathaniel is the current secretary to the Board of Trustees. Other external service providers are a locally registered accounting firm, an international auditing firm and a firm of actuarial and financial consultants.

Since the Bank is ultimately responsible for the sustainability of the Pension Scheme, any and all accounting, auditing and actuarial reports and evaluations are submitted to the Bank’s auditors for further evaluation and consideration.

In addition to the above list of external service providers, the Trustees utilize the services of other professionals who possess the requisite skills that are required from time to time.

Having shared with you the details concerning the administration of the Pension Scheme, we now provide information on the types of pension schemes, the type of pension scheme in existence at the Bank, as well as some topical discussion on which pension scheme is suitable/unsuitable.

TYPES OF PENSION AND RETIREMENT SCHEMES

A Defined Benefit Pension Scheme (DBPS) is a type of pension scheme in which an employer promises a specified monthly benefit on retirement that is predetermined by a formula based on the employee’s earnings history, tenure of service and age, rather than depending on investment returns. It is ‘defined’ in the sense that the formula for computing the employer’s contribution is known in advance.

A Defined Contribution Pension Scheme (DCPS) is a scheme for which contributions are specified (mandatory or voluntary depending on the scheme), but the amount received by the employee on retirement is not fixed. Instead, it relates to how the funds in the plan have been invested and the return on that investment. The employee normally has the responsibility of deciding how the contributions are

Strength. Service. Solutions.11

invested (though investment choices may be limited by the actual pension fund provider).

In addition to the DBPS and DCPS, there are a myriad number of pension and retirement schemes. Based on where you are geographically, they are known by names such as Thrift Funds, Retirement Plans, Termination Benefit Plans, 401Ks, Money Purchase Plans, Employment Stock Ownership Plans (ESOP), etc. In addition to these retirement plans, most governments provide a pension to its employees. Also there are country operated pension plans that all working individuals are mandated to contribute to. These are generally known as National Insurance Schemes (NIS) and Social Security Schemes.

In recent times, companies have been gravitating to DCPS because the pension outlay is gradual and controlled and liability for investment performance is passed on to the employee.

The ACB Staff Pension Scheme is a Defined Benefit Pension Scheme (DBPS). In our Scheme, the contributions are by defined sum (5% of basic salary) and the formula for determining a contributor’s pension at retirement is predetermined in accordance with the Trust Deed rules and guidelines.

As you would have seen from the information above, the distinguishing difference between these two types of pension schemes is that in the case of the DBPS, the sponsoring employer bears full and all responsibility for providing a pension to the employees even if the investments from contributions by the employer and the group of employees fails, or if scheme is dissolved for whatever reason, whilst in the case of the DCPS the contributing employee bears all liability relative to the investment of funds. Essentially, once the employer has made his contribution, the performance or otherwise of funds invested on behalf of the employee by the fund manager, is entirely a matter between the employee and the fund manager.

From an international perspective, a notion that has been mooted, and about which there has been ongoing discussions is whether DBPS should be discontinued and collapsed into DCPS. One response to this suggestion is that, DCPS can be easily operated in jurisdictions where the financial and investment market and opportunities are fully developed. Another response is that such schemes are not best suited for the Caribbean environment, where the financial markets are in the very early stages of their development.

To further drive home the point that DCPS may not be suitable for the Caribbean, at least at this time, one only has to examine the financial landscape to determine that there

are but a few (if any at all) companies offering individual pension investment advice. This places into question the cost for these specialized services and how accessible they would be to the persons who would need them. Further, the current world economic condition which has seen the collapse of many financial institutions around the world has also impacted perceptions of “financial investment advisors” and has led to many overly cautious pension schemes.

In our next issue we will discuss the importance of individuals contributing to some form of retirement plan. ACB TRUSTEE ATTENDS PENSION GOVERNANCE WORKSHOP

Trustee Collin R. Maynard was one of 14 individuals drawn from a number of Caribbean islands, who attended a five-day workshop in Trinidad last year. It was organized by Crown Agents Training, a UK based company.

The focus of the workshop was on Pension Governance. and attracted pension scheme trustees, administrators, sponsors regulators, providers of financial services, union officials, legal advisors, and auditors from the public and private sectors.

The facilitator was Mr. Geof Truman, Director of Financial Training for Crown Agents.

Areas covered during the workshop included factors driving pension reform, the move to change from Direct Benefits to Defined Contribution and hybrid pension schemes, stakeholders and their different roles, the risks that sponsors of pension schemes face, public and private sector governance issues, internal controls, knowledge required of trustees, the increasing power of regulators and the legal framework.

Participant at the Pensions Workshop

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Have you ever noticed that some people seem to enjoy saying “no,” even when doing so is to their own detriment?

My little 6-year-old boy had wanted a toy gun for a while so we finally made the trip over to the toy store. As you know, I don’t use my position as a public figure to bad-mouth companies that have given me poor customer service, so let’s just say the name of the national toy store that I’m referring to is We“B”Toys.

After I wandered around We“B”Toys for five or ten minutes not finding what I wanted, I finally walked up to a customer service sales associate and asked, “Could you please tell me where you keep your toy guns?”

“Oh, we don’t carry toy guns,” the sales associate sniffed. “It is We‘B’Toys’ policy to not sell any guns.” Wow. I came in to buy my son a toy and now it feels like I’m being sermonized by a sales associate with a cause, not to mention an attitude.

“Oh, okay,” I said, somewhat taken aback. I walked to the end of the aisle and saw a display of Nerf guns. That’s right. I said “Nerf GUNS.” I picked up one and took it back over to the sales associate, pointed at it and said, “I thought you don’t carry any guns.”“Oh, well, that’s a Nerf gun,” he said, not seeing any contradiction in his reply. “We carry those.” “Do you carry any other guns besides these?” I asked. “No, sir. We sure don’t. I’ve worked here for over 12 years now and if there were any guns in this store, I would know it. In fact, if you can find another gun here, I’ll buy it for you.”

Well, now I’m on a mission. I walked around the aisle and straight into a display for Star Wars blasters. I picked one up, carried it back to the sales associate, and asked him about it. “No, sir,” he replied with a smirk. He was obviously enjoying his role in this silly drama we were acting out. “That’s a blaster, not a gun.” It turns out that We“B”Toys has no end of blasters, phasers, shoot

’em ups, bang-bangs, and ker-pows, but just no guns. I wound up buying my son a toy gun phaser that he’s been perfectly happy with, but my question is, why couldn’t the sales associate have just told me what they did have instead of effusing exultantly about what they didn’t have? As a business owner myself, I can promise you, if We“B”Toys Guy had been on commission or had owned the store, he would’ve put the customer first, rather than the store’s favorite cause du jour.

Real sales people and customer service agents always find a way around problems. Instead of dismissively saying “no,” how about saying, “Let me show you what I’ve got!” Since my little boy was standing right beside me, with a world of expectation and longing in his eyes, why not turn to him and say, “I’ve got a few things I think you’re really going to like, buddy!”

It takes no more effort to turn a negative into a positive and it feels so much better to give a customer good news instead of bad. And here’s the thing that I think a lot of people miss. The power to be a customer service hero or villain is in your own hands. You decide if people are going to walk away from you blessing or cursing your name. You decide whether people talk about you praising you or regretting their interaction with you. Ultimately,it is you that decides how successful you are going to be in your career.

Toying around with customer service

Strength. Service. Solutions.13

Take this Eye-Q test —See how much you knowabout glaucoma Millions of Americans are at risk for vision loss from glaucoma, a leadingcause of blindness in the United States. Are you one of them? If you are, do you know how to reduce your risk of blindness? To determine how high your Eye-Q is, answer the following questions about glaucoma.

1 Glaucoma is more common in African

Americans than in Whites.

2 Glaucoma tends to run in families.

3 A person can have glaucoma and not know it.

4 People over age 60 are more likely to get glaucoma.

5 Eye pain is often a symptom of glaucoma.

6 Glaucoma can be controlled.

7 Glaucoma is caused by increased eye pressure.

8 Vision lost from glaucoma can be restored.

9 A complete glaucoma exam consists only of measuring eye pressure.

People at risk for glaucoma should have an eye examination through dilated pupils.

To see if you have a perfect Eye-Q score, read all the answers on the back. If you got 9 or 10 right, congratulations. You know a lot about glaucoma. If you missed some, review the answers so you can share your knowledge with your family and friends.

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True False Not Sure

For this edition of our Health Matters we focus on Glaucoma

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Strength. Service. Solutions.15

There are seemingly a lot of obstacles that stand in the way of a person’s pursuit to lose weight. These may include setting unrealistic goals, lack of support from family and friends and lack of personal motivation.

These deterrents may make weight loss both difficult and lonely. This is not the case with the ACB’s Biggest Loser Weight Loss Challenge. The programme was designed to conquer these obstacles in a unified, supportive way. Thirty four (34) enthusiastic staff members have embraced the challenge to not only lose weight but to offer encouragement to their colleagues who share the same goal…to transform their lives.

The excitement of the challenge heightens as the race is on

to determine the “biggest loser” who will not only boast a trimmer waistline when the competition concludes but will also walk away with a prize pot which was contributed by the participants.

The group has been on a few activities which included the Medical Benefits Scheme’s Heartbeat Walk and a fitness boot camp at a local gym. Though not a participant, I have witnessed some of the dietary changes of some co-workers who are participating in the challenge. Recently a participant was beaming with excitement as she declared that her waistcoat which she had not worn in several months was again part of her wardrobe as she buttoned this uniform piece with much ease. This challenge means more cake for me as the participants with whom I ordinarily fought for the last slice of cake now refuse the sweet dessert and choose the fruit alternative.

There are several activities planned for the group such as health talks, healthy potluck lunches, hikes and a host of other outdoor activities. The challenge is intended to be an ongoing ACB Staff exercise. The inaugural competition concludes in late May 2011.

Kudos to the participants of ACB’s Biggest Loser Weight Loss Challenge for taking the first step to achieving a healthier lifestyle.

ACB Staff participates in “Biggest Loser” Weight Loss Challenge

Breast Cancer Support

Breast Friends – Women in Touch invite you to their Annual Pink Ribbon Pre-Mother’s Day Fun Walk/Ride. The funds raised go towards early detection and prevention education, advocacy and patient services.

Team ACB will be joining in the fight against Breast Cancer by walking and running to help raise much needed funds.

We extend a special invitation to our shareholders, customers and other stakeholders to join us.

There’s a registration fee of $25 per person which covers the cost of a t-shirt.

Are you up to the challenge? Get in touch with the Marketing Department at 481-4290/1/2 or email acb@acbonline.com for further registration details.

Outdoor Literary Fair

The Best of Books and Literary Antigua present “Outdoor Book and Story Fair” on Lower St. Mary’s Street on Saturday 25th & Sunday, 26th June, 2011.

“Bringing books from the shelves to the sidewalks ……And stories from the pages to the pavement ...”

Brought to you with support from Antigua Commercial Bank.

By Shantia Edwards

16

Ingredients:

1 small handful of dried porcini mushrooms1 butternut squash, halved and seeds removedolive oil1 red onion, finely chopped1 clove of garlic, finely chopped1 teaspoon coriander seeds, poundedpinch or two of dried chilli, to taste2 sprigs of fresh rosemary, leaves picked and finely chopped5 sun-dried tomatoes, choppedsea salt and freshly ground black pepper100g basmati rice½ a handful of pinenuts, lightly roasted

Method

Soak the porcini for 5 minutes in 140ml of boiling water.

Preheat the oven to 450º.

Using a teaspoon, score and scoop out some extra flesh from the length of the squash. Finely chop this flesh with the squash seeds and add to a frying pan with 4 lugs of olive oil, the onion, garlic, coriander seeds, chilli, rosemary and sun-dried tomatoes.

Fry for 4 minutes until softened.

Add the porcini and half their soaking water. Cook for a further 2 minutes before seasoning.

Stir in your rice and pinenuts, pack the mixture tightly into the 2 halves of the squash and then press them together. Rub the skin of the squash with a little olive oil, wrap in tin-foil, and bake in the preheated oven for about 1¼ hours.(from JamieOliver.com)

Hamilton Squash

The NewTeller was produced by the Marketing Department of Antigua Commercial Bank, Thames & St.Mary’s Street, St. John’s, Antigua