Postscript Nairobi

Bpeace friends land Kate and Steve in prison.

Mission work continues in Nairobi.

As usual many, many follow-ups and we have learned as veteran mission volunteers to push out the documentation and follow-up discussions before you leave the continent or the life waiting back home gets in the way.

But we did take a short and unusual break from the hotel business center to work with Gloria Simoneaux, a fellow American and friend of Bpeacer Athena Katsaros. Gloria is here on a Fulbright grant and works with elderly, children and prison populations helping them move through trama. Rwanda could use her. Gloria asked Steve (who asked Kate to assist) to teach a yoga class at the Langata Womens' Prison in Nairobi. It was a BIG emotional experience to work with these women. All are HIV + and some have been sentenced to death. We did not talk about their crimes. They were just warm and grateful women expressing joy at an afternoon in the sunshine. It was a profound lesson in being one with the moment and losing judgement. It is a lesson that we will bring back to Rwanda, our work there and our lives. Steve and Kate give thanks to Bpeace for always bringing more to its volunteers than one expects . . .

Bpeace family

This was the best we could do. From bottom right counterclockwise : Richard, Claire, Kate, Geoffry, Steve, Ronald and Beth (in the dark unseens), Pat and Julie Burns, Susan and James.





Janet dancing with the ladies at an end of day celebration. We will spare you photos of the Bpeace team. Our moves were too embarassing.



After a stop at Gayaha Links to dance with one of Joy's and Janet's training classes we were off to Chez John. It was the setting for a late dinner with our Rwandan Bpeace family and drew the mission to a close. Richard and Susan brought close friends and family. Pat Burns and her daughter Julie joined us. These intrepid women are new friends and a gift this mission brought not only Bpeace but Kate and Steve. Lots of laughter at the late food and miserable photo taking skills of restaurant staff.

Giving back beautifully

Jeanne and Sylvie.

A key aim for this mission was to advance the dream of Jeanne and Sylvie's dream for a beauty school. Much was accomplished on block and tackle operational planning thanks to the advance work of Barbara Bylenga, Alix Samuelson and the team back in the US. But the school continues to need funding to come to life.

We are business people not educators. So why does Bpeace love this school? Because this vocational project is a wise strategic business move by two salon owners who need trained staff. And because it is the perfect demonstration of the community impact two business visionaries can make when they desire to give back the success they have achieved.

So learn more, help if you can and spread the news.

A mass movement at Sylvie's

Sylvie practices the Bambino smile.

Practicing the Bambino Welcome.

Can’t wait to practice on a real customer.

Sylvie's team topped off customer service training for Steve. Forty employees arrived from every department. Landscapers, cooks and waitresses learned about each other and team work. Syvlie's small management team was open and eager to learn. Sylvie really helped Steve connect the dots on how service supports her vision for a warm and friendly park. She gets it.

During this mission 10 Bpeace Associates and their staff learned new skills which they began implementing immediately. We hope that it is a beginning of a customer service revolution in Rwanda. Steve and Bpeace have been asked time and again to expand our training to more businesses. We shall see how we can help.

In the meantime, if you are in Rwanda check out Bambino Super City and enjoy the new Bambino Welcome:

Welcome to Bambino Super City!

How are you today?

Have you been here before?

May I help you in anyway?

Resting in the midst of unrest

A pretty road to sad memorials.

Bpeace took a day off . . .Richard went to church. Susan led a retail therapy expedition. Steve, Kate, Pat and her daughter Julie ran into Constance and her son Jason whose art talents continue to grow. Shopping ensued. Family holidays will be all Rwanda.

The afternoon brought the team to Nyamata and Ntarama, genocide memorial sites which provoke so much emotion that we leave it to our mind's eye and heart's beat to hold. We met a young man who was one of four survivors. He was nine years old and alone for many days in a church with thousands of his dead neighbors. What he witnessed and experienced is too much to be able to share. Today he lives with his grandmother and cousin and will attend University next year. He says telling his story gives him release. We hope he finds joy.

Readers may wonder why we do not mention the Congo conflict which rages a few hours from here . . . so politically complex and so emotional for Rwandans and Congolese that is is difficult to know where to begin. War-time horror is happening so near, while Kigali goes about its day to day life. But ethnic differences continue to fuel conflict in this region of the world. For many in the border regions reconciliation remains only a dream. Rwandans warily hope the country does not get drawn in. And toward that aim Bpeace continues our work. It's the only way we can do our part.

Steve and Kate tried to answer the call for a couples photo after a restorative evening at Indian Kazana. But the results were too vivid and we feared they would frighten future Bpeace visitors off. We think we will wait a few days when the fullness of our hearts will fill out the road wear wrinkles of 12 hour days.

Culminations and ruminations

Console and her team "bring the service and the milk to you!"

“You can’t always get what you want but if you try sometimes you get what you need.”

We want funding and need help getting it.

So while Steve and Susan worked their customer service hearts out with Languida and Console, Kate and Richard left their own meetings to travel all over town . . .guiding Pat Burns through Kigali and to our Associates. We have great fortune that Pat has joined the team. She is an artist and documentarian who just happens to be Rwanda visiting her daughter. Pat reached out to us with introduction and an offer. “Bpeace looks like it’s doing good work. I have a few days. You have any footage you need shot?” With a beauty school and a 2nd class to fundraise for we met this world traveling grandmother of nine for the 1st time Friday over breakfast. Within the hour she began filming Rwanda through the eyes of Bpeace. Peter Lien will be creating movie magic with the footage that Pat shoots. Can you believe both Pat and Peter just happen to live in Philadelphia? Susan will be translating and serving as our Associate’s voice. Our aim? Bring a window to Rwanda for our volunteers and funders.

With Pat's video camera in hand on a warm, sunny Kigali Saturday we luckily happened upon the evidence of almost three years of Bpeace effort . . .and the many more years of our Associates’ hard work. The video will take some weeks to produce so Kate took a few stills of two stops.

A grand re-opening at Harriette’s New Generation Salon

At Harriette's: "Welcome to our new men's shampoo room."

Regis is always with us.

With the help of a Bpeace/FINA Economic Development loan, Harriette renovated her salon and we were there for the grand re-opening. Closed for 2 weeks, a shiny tile floor now expands the salon’s usable space and a new shampoo room on the men’s side provides a new service and income. The walls have been repainted and a large blow-up of Regis training graduation from 2007 is proudly displayed. The salon was packed with newly uniformed staff members (who participated in Steve’s customer service training on Monday) and many happy customers. Thanks to all who endeavored on the loan. And congratulations to Harriette who has carefully applied Bpeace training and worked hard to make her success expand.

Dreams come true at Sylvie’s Bambino Family Park

Pat and Richard by Sylvie's airplane ride.

At Sylvie's: Riding around and around.

A surprise waited for us at Sylvie’s . . . 300 HUNDRED children attending BCR’s Kids Fun Day. The park was jammed with kids climbing over rides and parents enjoying the pool. With music playing, a groaning buffet table and drinks flowing, the crowd was delighted and so were we. Over the past years we have watched (and helped) Sylvie steadily implement and expand her vision. Yesterday we stood in sunshine, surrounded by green parkland and listened to the sounds of children’s excited screams and the soft laughter of watching adults. On the way out, a carload of kids with HAPPY BIRTHDAY hats came our way. The front seat passenger had a huge white frosted birthday cake on her lap. Suddenly greetings went all round. It was Richard’s sister Hope and his nephew who had come to Sylvie’s dreamscape to celebrate the young man’s most important 7th birthday. Just another dream day for a child in paradise.

As the day waned
Over drinks on the Serena veranda Kate met with Sorwathe, the largest tea company in Rwanda. Cocktail tidbit: 98% of all Rwandan tea is exported. It ends up in the blends of many teas including Tazo. Sorwathe has been here since the mid-70s. In his spare time, its Director General has helped local women organize to manufacture low cost cooking ovens. A rural business is emerging to expand the making of these “peace stoves." The name was coined because food can stay warm until husbands find their way home. No more late night demands for hot food preparation by sleepy wives. Can Bpeace help as part of our next class of Associates? Richard will meet the business leadership. Sorwathe will think about ways to introduce funding.

The team set off for Joy’s house for an evening of Obama talk with the many friends and neighbors who always gather for the great food at this Gayhaya Links partner. A dinner at Joy’s is always a highlight. You can’t stop the conversation among this charming group of Rwandans who never fail to make Kate and Steve want to move to Kigali. We left with a long list of Nairobi restaurant recommendations for our upcoming days there from Solange (also known as Dou-Dou’s sister for those readers who know the restaurant Replublika). We also left with a real sense of the Obama impact here as the refrain kept getting repeated that “America is a great country”. From a continent where peaceful elections, power transition and opportunity without prejudice are a rarity, there is profound wonder at American democracy.

So with Susan and Richard falling asleep waiting for the old folks we ended the day . . .with promises of a Joy and Steve cook-off in our Grandview kitchen and a sense of wonder at a world which brings us all together.

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.

Didn't understand a word

And yet understood everything.

As is our custom we gathered the 1st class of outstanding Rwandan businesswomen in a Bpeace meeting. On the agenda was a discussion of how this class now in their 3rd year would organize as alumni to support Bpeace and the next class of Associates. Yes to mentoring and advocacy. Applause at the progress of the group relative to Rwandan GNP. A commitment to continue the annual business census which measures it. Yes to networking. Appreciation for the continued access to Bpeace training. Later Richard and Kate spoke of the role this class could play in accelerating the trust between Bpeace and the Associates, an accomplishment which took 3 years with this first class. You have to prove it here.

And then one of those mission moments happened. At Kate's urging Jeanne stood and told the group of the Beauty School project. She asked permision to speak untranslated. Kate agreed because what could she say that we did not know in a project of many months? But she and Steve understood a few words and watched the body language as Jeanne stood and spoke: "genocide", 'US", "economic crisis", "vocational", "Bpeace". We felt the air move in the room at each phrase told over 10 minutes. Among the Associates hands moved across eyes, bodies slumped, eyes melted in understanding, voices swelled in support. Jeanne told of the school's mission, to create a future for those left hopeless by the genocide. She spoke of the importance of vocational training for the future of Rwanda. And she asked for the Associates' support because the US economic crisis was limiting Bpeace's ability to raise the needed funds to open the school. And then suddenly there was a room of loud supporters embracing the school and willing to advocate for it.

Magic.

Cultural reverberations of an election far away

Richard and Susan in Obama t-shirts: “Africa celebrates.”

At Bpeace we often speak of the moments of cultural exchange we create through our work. Steve and Kate feel particularly blessed to have been in Africa as Barack Obama made history. Today all over Rwanda and indeed all over Africa people are bursting at the seams with emotion. Rwandans did not sleep, many attended watch parties, some dozed in front of television living rooms waiting for the results. Some wear Obama t-shirts bought on the streets. One Rwandan friend reported a neighbor came over this morning in her pajamas crying in joy. Strangers are high fiving each other in the hotels and in restaurants. There have been moments of spontaneous celebration. Bpeace’s own Richard was up all night. When the speeches were over he wrote a remarkable email to us, some of which we share as it sheds light on the Rwandan response. Through his words and those of others through-out this day, I learned that the joyful emotions are not about racial pride but rather the possibility of democracy and peace that America represents.

Dear sons and daughters of America,
Today, you wake up to a new day in American history, a day that history will pass from generation to generation. Today you express the maturity of democracy in your country. Today the world clearly understands the true meaning of the United States of America. You deserve the pride, the honor to be the model of the whole world in encouraging Peace and Unity among global citizens.As I watch the news flow in, and as I watch the speeches of both candidates, I almost shed tears questioning myself. When will Africa be like this? When will Africa say NO to wars, ethnic differences, poverty, diseases etc. But deep inside me, I told myself, we still have a long way to go, but YES we can!
From the bottom of my heart, I say God Bless America.
--Richard

"So Steve, are you a US taxpayer?"

“So then this place belongs to you, make yourself at home.”

Welcome words spoken by Ambassador Stuart Symington, who along with his wife Susan hosted US Embassy personnel, USAID staffers, Bpeace volunteers, staff and Associates to an evening of business discourse. Listening to the birds sing among the cool green of the Ambassador’s residence terrace we felt at home. Most importantly we felt Bpeace shared a vision with the Ambassador for the role of business in building peace. He showed a real appreciation for Bpeace’s efforts in Rwanda, even raising his glass in toast. Jeanne, Sylvie, Pascasie and Soline represented our Associates and were questioned closely about how Bpeace has accelerated their businesses, all the way charmed by the Ambassador who led the dialogue in French. We have a new advocate and only time will tell the fruits of it. Among giggles in parting, Jeanne admonished Kate that she was the only one who didn’t speak the language!

Ambassador Stuart Symington and Jeanne.

Soline, Tye Ferrell of USAID and Kate talk Rwandan business.

It was part of a typical full day and yet there was a buzz in the air about the American election which was unmistakable. It was ALL the talk at Republika where Kate and Steve dined and worked the tables greeting Kigali friends, everyone wanting to talk politics with the visiting Americans, where it pushed aside even talk of the crisis to the north in Congo. As we type this blog the returns are coming in as the sun rises here. It is a wondrous experience to watch this unfold from an emotional Africa. In Rwanda they yearn for the promise of racial equality to be realized in America but worry for the implications of Rwandan support. Bush has many fans in Africa for the work his administration has done here. Rwandans hope that Obama will continue the work. Kate and Steve will be heading out to a morning Election Watching party so more African coverage on the election tomorrow. We will also provide some local perspective on Congo as well.

So for now returning to what is our Tuesday and yesterday, the Beauty School team met to continue the big push forward for the Rwandan Beauty School. There was frank talk about the fundraising challenges in the current economic climate which may impact our timetable and the details of Bpeace’s agreement with the Associates . The Associates agreed to share in the effort and in the coming months Richard, Jeanne and Sylvie will be on the hunt for local money. Barb and Kate will lead the way in the US and may even host Jeanne and Sylvie on an American press tour to raise awareness. So with money understood as the BIG priority Jeanne shared her learnings from research of like school concepts in Uganda. The need for more students and an offering of 3,6.9, and 12 month curriculum options were her biggest takeaways. The team will need to continue to evolve the model as we raise funds. Later in the morning the team met with a potential partner who runs a school in Uganda and has interest in partnering with Jeanne and Sylvie. Lots to think about here.

Customer Service continued to be the other talk of the day in Kigali, where even at Republika diners urged Steve’s training to spread across Rwanda. Steve spent the day with Pascasie, first out on the road with the drivers acquiring both a sunburn on a sunny day in rainy season and knowledge. Steve questioned customers, drivers and loaders about service satisfaction. Then it was into the classroom with 12 staff including accountants, loaders, drivers for what was at times a challenging session. Steve marveled at the disconnection to the notion of service! But by the end Pascasie reported to Susan that “this training is just what I been hoping for” brightening a sagging Steve.

Can Pascasie's accountants and drivers serve together?

As we head off to start our Wednesday, Kate and Steve want to acknowledge this historic day for American democracy. Barak Obama’s election is a milestone which transcends politics and party. But let us not forget that much work remains for us at home and abroad. We offer this quote in honor of Obama, ALL those who run for office and for the Bpeace associates whose dreams bring us here :

“All who have accomplished great things have had a great aim, have fixed their gaze on a
goal which was high, one which sometimes seemed impossible.” Orison Marden

New knowledge

Kurt Vonnegut wrote “new knowledge is the most valuable commodity on earth. The more truth we have to work with, the richer we become.”

Rwanda’s entrepreneurial community is yearning to be richer. Three cases in point welcomed us to our first day in Kigali.

Finding the WOW.

Case One: Customer service is a vacuum waiting to be filled in this country which aims to be a major tourist center. Our Bpeace Associates know it and demanded more knowledge to fill it. Bpeace delivered. Steve returned to provide part two of customer service training to our Associates and their staff. Our day kicked off at Jeanne’s salon where the staff of New Generation and Genesis salons gathered. It was all about creating WOW moments of service. Our map? The customer’s trail of experience during her time of escape in the salons. There were several AHA moments . . .some which brought home the real need for human resource management and team building to establish the foundation for great service. So next mission . . .human resources training . . .like we said . . .Rwanda yearns to be richer. Steve spent the afternoon with Soline at Saint Paulia with two of her key staff members. All of them were wearing their Saint Paulia branded shirts! They defined how to REALLY listen and create the BIG WOW moments at each of the 5 most important stops along the customer experience trail . . .tomorrow they begin implementing them.

Role playing to find the fun in the WOW.

Case Two: One year ago Bpeace and FINA Bank established a partnership to help our Associates gain access to capital. For those not in the know: In short Bpeace helps bridge loan guarantee gaps. FINA loans the needed cash. Over the past few months we have begun to see the needed capital get in the hands of our Associates. Today we met with key FINA bank management and discussed ways in which Bpeace training can help spread knowledge to small businesses all over Rwanda. A new level of our partnership may be underway, one which will help Rwanda get richer.

Smiling is service too.

Case Three: This Wednesday the first major conference for over 250 Rwandan women entrepreneurs opens. Co-sponsored by the IFC and Private Sector Federation, featured speakers include Lina Mukashyaka, head of SME programs at FINA bank who will be talking about their partnership with Bpeace, providing some tips for new entrepreneurs which came from their work with us. And most wonderfully the program includes three Bpeace Associates ; Sylvie (owner of an amusement park), Languida (owner of a funeral services company) and Symprose (owner of a boutique hotel) who are noted on the program as business “WINNERS." They will be sharing their knowledge and helping other Rwandans get richer.

Sharing the knowledge. Isn’t that the real case in point?

We can’t help it. We just keep moving.

As we say farewell to our departing Afghan Associates shown here on their their first day in New York for their October 2008 apprenticeships, we are off to Rwanda!!!!

JUST as Bpeace’s twelve Afghan entrepreneur Associates leave for home after three weeks of training in the US, two Bpeacers mail their absentee ballots and take off for Rwanda.

How can I help you?
It’s a question we ask our Associates all the time. But come November our Associates will be learning the question’s awesome power. Steve Kulovits, is on a return mission to Rwanda to deliver part two of Customer Service Training. His program was such a hit in September 07 that it appeared all of Rwanda wanted it. But only Bpeace Associates have it and Steve left them wanting more. Steve will dig in with the associates and their staffs for some real time adventures in service.

From Richard Niwenshuti, Bpeace’s Program Manager in Rwanda . . .
Customer service is the vision we should have. It’s not about culture. It’s about understanding that sustainability of the business is based on the reputation you develop with the clients. It’s not about having business skills alone but passion for clients’ needs. Steve's sessions are a pillar of business and a weapon for competition.

A vision of beauty you can believe in
Three of the women entrepreneurs in Rwanda own beauty salons, which like other Rwandan salons cannot keep up with consumer demand. There are simply not enough trained stylists despite high unemployment rates. So two of these salon owners have asked for our help. Their dream is to open a beauty school not only to fill a market need, but to provide a livelihood for the next generation of Rwandans. We believe in Jeanne's and Sylvie's vision. In our largest job development initiative to date, Bpeace volunteers and corporate partners are helping to launch Rwanda’s first beauty school. The school needs $250,000 for its first two years of operation before it can become self-sustaining. On her fifth mission to Rwanda, Kate Buggeln will help Jeanne and Sylvie steam forward on the implementation building on the September work of Barbara Bylenga and Alix Samuelson.

Making money work
Access to capital is one of the biggest barriers business and job growth. Bpeace volunteers and staff forged an innovative partnership with Fina Bank in Kigali to provide business expansion loans to the qualified entrepreneurs in our program.


And this fall FINA issued our first loans! During this mission we will be working with the borrowing associates on determining the technical assistance they need to make the money really work for them.

Enjoy the days ahead with us.