For the third time this year, I ventured into a local mobile provider service shop in Yaya Centre, Nairobi. And for the third consecutive time, came away with nothing. On this instance however, I was bamboozled by the lackluster performance, rudeness and arrogance of the customer service lady (I think she was smiling on the inside). She did not even care about what I wanted to inquire about, she did not know the company products and when she received a phone call, she turned around in her chair and reverted to the vernacular and proceeded to provide salutations to Irene and regale her on her merry Easter weekend antics. It was at this point that I knew that most if not all Kenyan companies are doomed (research pending to confirm this). And was also very close to changing providers.
If this is how our biggest companies in Kenya and East Africa behave, then the brand value of said organisations will slowly and surely start to crumble. Brand value in an organisation starts from the ground up. Without this support system, organisations are going to sensationally come crashing down. Please big companies in Kenya, start instilling brand value and make sure all staff become brand ambassadors and then practice brand evangelism. People who are proud to wake up and go to work in the morning. People who are proud to talk about their company to the point of showing off. People who...People who...People who....You see where I am going with this.
Huhhhh finished venting. Thats my 2 cents. Let me know what you think?
Posts
Kigz,
ReplyDeleteI concur the state of this market in terms of customer service and recognising the full power of a brand is atrocious to say the least. The thought of Makanga's, Matatu drivers, Kanjo,cops etc comes to mind. Read my article on customer experience:http://quicksolutionskenya.blogspot.com/2010/05/you-are-in-business-for-your-customer.html
Kigz,
ReplyDeleteGood points I have to say although I must add that we can't really expect these staff to give their all when the managers and companies they work for exploit them in all manner and form. It has to start from the top, good management and leadership fosters a company culture that the employees/staff are happy with which in turn results in loyal staff willing to go out of their way to help customers such as yourself. Unfortunately Nairobbery is too much of a man eat man society so if we (the youth) want change we have to be in a position to make these changes.
A disgruntled employee is a danger to any business.
Io.