FOR ROHAN GREEN, “YAAD IS WEH YUH HEART IS

In a Caribbean migration study, Barry Chevannes and Heather Ricketts observed: "As with people the world over, Caribbean migrants remain tied to their home country." For Long Island, New York resident Rohan Green, Jamaica will always hold a large part of his heart. "Jamaica is like a paradise; there is no place like home for me," said Green. This unshakable tie to the land of his birth led Green to go ahead with plans to build a house in Mount Airy, Clarendon. The process was made easier with the help of hardwareandlumber.com, the online portal for Jamaica’s most well-known purveyor of construction, home improvement, farm and garden products, Hardware & Lumber and its H&L Rapid True Value and H&L Agro stores.

Before the onset of the pandemic, the company that is celebrating its 93rd year in business has made it easier for the diaspora to build houses or make home improvements on the island from abroad. Even with 15 stores island-wide, the company is upping the ante of remote customer interactions with its WhatApp customer service line to accepting numerous payment forms, including PayPal. "My experience dealing with H&L is one of the best that I have ever had as a customer," said Green. This reflects well on the company that has always prided itself on customer service, which has been its differentiating factor in the retail hardware space.

Companies may have different metrics in defining success. Regardless of how it is defined, exceptional customer service and business success are inextricably linked. Customer service goes beyond pleasantries and accessibility. Instead, it is about creating a positive experience end to end, from seamless online ordering to delivery to the project site, with no middleman, and no hassle. Plus, as part of its support for the Jamaican family, H&L donates 1% of online sales to the charity, Food for the Poor.

Green's winning endorsement proves that the company is delivering on its promise. "The Customer service at H&L is super excellent. I would no doubt refer H&L to friends and family living back home and overseas who want to build or buy (home improvement) items."

It is believed that the Jamaican diaspora comprises over 2.8 million people — almost equal to the island's population. The diaspora's transnational linkage to Jamaica has less to do with remittances and more to keeping connected to family and rooted in the culture. Being able to build a home on the island from abroad makes the connection easier. For Green, "It is such a joy for me to come back home to be around friends and family, as Hardware & Lumber says, yaad is weh yuh heart is."