Yamashita OPINION: When Remarkable Progress Leads to First-Class Success | Opinion

It’s spectacular when remarkable progress leads to first-rate success.

A few months ago, we were at Docomo Tamuning to update account information. Within minutes I felt the change.

The sky was lighter. Service agents smiled. Questions were answered. There was a feeling of joy.

This was encouraging after my last visit about a year ago when we were trying to get information about services uprooted by Typhoon Mawar. At the time, information was limited. There were no updates. There was no communication. It got to the point where I was told I couldn’t be a Docomo customer anymore.

Fast forward to today. The working environment shines brightly. And it was clear why.

Christine Baleto was appointed president and CEO in June 2024. She moved from Chief Financial Officer to Chief Security and Compliance Officer and top boss. I remember her as director of administration and CEO of Froots. She sent the Guam Chamber of Commerce as chairman. She is a member of the Guam Education Board. She has helped nonprofits. Christine is a Guam genius – one of us – who supports and appreciates us.

Her important background produces tangible results.

Two weeks ago our power went out. When the power came back, our internet wasn’t working. I wasn’t happy.

This was on a Saturday. I took a deep breath and called Docomo. While a recording responded, the options have dwindled to two. When I chose tech support, I was surprised when Ken, a human, answered on the first ring. Wow! Historically, you’re on hold for a long time.

Ken listened and guided me through processes in hopes of solving my problem. He was patient and respectful. But my problem could not be solved. He told me he would connect me to someone with more experience and request a home service call.

Ken recommended that I replace the modem. That was a hectic experience, mainly because I’m not familiar with the technical jargon and I get impatient. Renee and the entire sales team at Agana Shopping Center assisted with respect and attention. At the end of the day I walked away with a replaced modem.

That didn’t work. So I called again. And again, Ken helped me. He had Shun contact me, who was responsive and clear. Enter Cory, who has made a service call.

Cory has checked, changed, rechecked and updated the rules. He saw parts that needed to be replaced and had a team take care of it.

Cory called to make sure we were okay. He assured me that we were ready to go, but that we could always call if we needed to.

In the span of a week, there was human interaction with about seven Docomo employees and help from a handful more.

They all shared how CEO Christine is the best. They talked about the changes her leadership has made. They described her support, the training, the team spirit. They described the communication improvement. Ken even mentioned how happy he was that they opened a location in Saipan. Visionary leadership makes a difference, especially when there is solid organizational leadership.

When I texted Christine to congratulate and thank her, she responded. She was humbled and happy to hear that her emphasis on taking care of the customer resonated. Her leadership as a stakeholder is clear, especially after I made two points. She received the comments graciously and responded where Docomo was on these points – regarding account updates and program updates.

Imagine how great it would be if the Docomo playbook of respect, respect and team was inherent in the Guam Department of Education. Imagine that.

Aline Yamashita, Ph.D., is a teacher, single mother, and former senator.