A Guru’s Journey

Bpeacer Steve Kulovits writes…

“We need customer service” . . . everywhere I go in Rwanda, this is what I hear. All of our Associates clamor for help. “For my business to succeed, my employees need to know how to best serve our customers” . . . “Everyone iny company must make this a priority, if we are to compete“ . . .”If Rwanda is going to compete on the world stage . . .become an IT hub, a tourist destination, we must learn to do this."

What’s a little pressure mixed in with jet lag and a significant language barrier? Is it going to to deter this humble volunteer from shining the light? This blog says I’m a customer service expert. . . a guru helps to bring his pupil from darkness into the light…. right??? A simple request . . .yes? For those who know how difficult it is to deliver consistent, world class service in the United States, the request is anything but . . .

But what the heck. I did not travel all this way to catch up on sleep or take a language class. So I jump in with an open heart, a pure intention, and my bag of tricks.

"We honor the bottle."

Every session starts out the same. We all vigorously agree that a warm, open welcome is the first step in making the customer experience. So we do a little role play. Warm, open? The voice is so quiet I can hardly hear it and the eyes are cast toward the floor. Oh and no one wants to introduce themselves to the customer.

Man, I’ve got my work cut out for me.

But the learnings begin to happen:

Harriet and Jeanne’s beauty salon staff have an “AHA” moment about teamwork. Receptionists letting others know when she needs to step away from the desk to ensure that another colleague will assume the greeting responsibilities until she returns.

Soline and staff at the Saint Paulia Landscaping learn how to really listen and ask questions to get at their customers needs. We talked about how they can use their expertise and knowledge to provide WOW experiences.

Pascasie, owner of Sugira Suri Beverage distribution wants to become the most trusted delivery service in Kigali. However, the loaders and drivers (above in photo) sometimes drink some of the product that is supposed to go to the customer! I try to help the staff learn how to value their product. We stand in a circle as I hold up a bottle of beer. I relate the bottle to the work that they do… that the bottle is more than a bottle, but a treasure that must be moved through many hands in order to get to our customer. We pass the bottle to each other while saying “I value my customer”. Big cultural risk. Would it work? It turned out to be a powerful experience.

Peggy and her team of freight import clearers (above) learned effective strategies on how to deliver bad news! No more avoiding and excuses!

"Servicing nervous brides means clothing them in Rwandan chic"

Then Marie Claire, receptionist for Speciose’s Magazin Alifa’s wedding and party service, provided the most impressive greeting to date. With open arms and warm smile the voice is confident and the eye contact locked.

The service light begins to shine!”

Francoise restaurant aims to provice an oasis of peace next to the bustling bus stop.