Bridgetown, Barbados – June 2025
Business Barbados is undergoing a transformative shift towards a customer-first approach, with the appointment of highly-trained customer success agents and account executives to ensure efficient and effective client service.
This renewed focus on service delivery was highlighted by Registrar and Officer-in-Charge Tameisha Rochester during a recent Business Facilitation & Policy Breakfast Panel hosted by BIBA, the Association for Global Business.
The panel, which brought together key stakeholders including Connie Smith Chairperson of Business Barbados, Kaye Greenidge CEO of Invest Barbados, and Mark Hill CEO of Export Barbados, was moderated by BIBA Executive Director Carmel Haynes and held at the Radisson Aquatica Hotel.
Rochester announced that the agency, which officially began operations on April 1, is committed to embedding a culture of service across its operations.
“We’ve set out to build this organisation that is now a customer-first organisation. And what does this mean? It means that we prioritise the customer experience, whereas before as a registry our focus was on legislative, making sure the legislation is met and that was it; customer experience be what it may, but that is not the experience that we are building with Business Barbados,” she emphasised
A major component of this shift is comprehensive staff training. The organisation has launched a technical training programme using a “train-the-trainer” model to ensure consistent and reliable information is delivered across all levels. Rochester acknowledged past frustrations voiced by the business community and confirmed that Business Barbados is listening and responding.
The agency is also advancing on the digital front, with the development of a fully integrated digital registry system. A digital audit of the agency’s operations is already underway, incorporating feedback from both internal and external users.
“We have started technical training and again one of the barriers that we’ve heard, and we’ve listened to you is the need for reliable and consistent information, so we made sure that everyone in the organisation from the top down is receiving this technical training starting with the training trainers’ model,” Rochester added.
Looking ahead, Business Barbados plans to move into a new, purpose-built facility by year-end and is in the process of finalising workflow processes and over 400 procedures aimed at streamlining service delivery.
The overall goal is to significantly enhance the business facilitation landscape in Barbados — ensuring businesses receive the responsive, high-quality service they need and deserve. (BIBA)