Customer Service (or the lack of) in Kenya.

Have you ever gone to a restaurant or an office in a jolly mood only to be met by a gloomy front desk attendant or waiter?

I spent three years working in a restaurants in the US (Cleaning tables, dish washing, food preparation, serving food and as a bartender). Customer Service work in stressing; you encounter all type of customers and you also have to deal with your own moods and that of your boss. Nevertheless, I think customer service in Kenya needs lots of improvement.

When I used to do bartending training I used to tell the trainee something simple: Customers do not go to restaurants and bars to eat and drink only. If they simply wanted to eat and drink they could purchase food and drinks, take them home and consume them for less money. They go to these venues for the customer service and socializing. Without good treatment, there is no reason for this customer to ever come back to that particular venue.

One of my friends attempted to make the argument that these customer service attendants adapt a negative attitude because they are poorly paid. I call that rubbish!

No one force these people to take those jobs! Someone else may say that they do not have a choice but to take that low-paying job, but I beg to differ. People always have a choice. Since its not forced labor, I personally expect these people to do the jobs and do them well.

Here is an excerpt from James Allan’s book As a Man Thinketh: “Here is a man who is wretchedly poor. He is extremely anxious that his surroundings and home comforts should improve, yet all the time he shirks his work, and considers he is justified in trying to deceive his employer (and mistreat customers) on the ground of the insufficiency of his wages. Such a man does not understand the simplest rudiments of those principles which are the basis of true prosperity, and is not only totally unfitted to rise out of his wretchedness, but is actually attracting to himself a still deeper wretchedness by dwelling in, and acting out, indolent, deceptive, and unmanly thoughts.”

I totally agree with James Allan on this issue. If you have taken on a responsibility do it to the best of your ability while you are preparing for better and more rewarding responsibilities.
I know customers can be rude sometimes and bosses can be mean but that is not a reason to reciprocate or pass on that negative energy to other people. Customer service jobs require patience, light-heartedness, and an overall positive attitude.
I would urge those who are not cut out to be in customer service sector to quit and stop ruining experience for people who do not warrant such negative treatment.

I have also witnessed discrimination from our own people here in Kenya! These waiters rationalize that Wazungus will give them a tip so they would rather serve them and ignore you. As much as I agree that a Mzungu is more likely to give you a tip than a Kenyan this discrimination is very troubling! If we start discriminating against our own how can we expect outsiders to treat us with respect? These attendants are also shortsighted since these “tip-giving” Wazungus will not be here for long as opposed to a local who can become a regular customer and a friend.

These are some of the issues that make me want to start my own restaurant where customer service will be exceptional (no compromise!); training and constant evaluation will be the norm not the exception.

Any counter arguments out there?
Have you had an experience that totally ruined your day or evening?

Using Immoral means to accomplish moral ends

Is using immoral means to accomplish moral ends justifiable?

Prostitution to feed your kids or pay for school;
Stealing to put food on the table for your family;
Lying in an interview in order to get employed; etc.

Is it wrong? Is there a time when it can be justifiable?

The questions above may lead to even broader questions such as: who defines what is immoral and what is moral? Should we let society judge our actions or should we be driven by our own convictions?
Machiavelli once stated that “the end justifies the means”; should we follow such a doctrine or should we be concerned about the means?
Do you think that the means are more important than the end or do you think that the end is more important than the means?
If you accomplish the intended moral ends; can you live with the knowledge that you reached your “respectable moral ends” through immoral means?

Does it make a difference when your immoral actions affect others? Is it more justifiable when no one gets hurt?

Of the Oppressor and the Oppressed.

It has been usual for men to think and to say, "Many men are slaves because one is an oppressor; let us hate the oppressor!" But there is amongst an increasing few a tendency to reverse this judgment and to say, "One man is an oppressor because many are slaves; let us despise the slaves." James Allan

The truth is that oppressor and slaves are cooperators in ignorance, and, while seeming to afflict each other, are in reality, afflicting themselves. A perfect knowledge perceives the action of law in the weakness of the oppressed and the misapplied power of the oppressor.

In an earlier article I wrote about customer service in Kenya. I noted how many customer service attendants blame their condition (low wages, bad working environment etc) on their bosses and therefore use that excuse to extend their malice to undeserving clients. I went on to highlight that these customer service attendants are not forced to take these jobs, so I do not find their excuse acceptable. For if they hate their working conditions so much, they can simply walk away.

I also mentioned that it is good to accept and appreciate our current situations as we work towards a better tomorrow. If we can not carry out our “mediocre” current responsibilities well, how can we expect to carry out higher level “more demanding” responsibilities? “Your circumstances may be uncongenial, but they shall not remain so if you only perceive an ideal and strive to reach it.”

As for the oppressor, his/her attitude towards the subordinates will only lead to: mistrust, suspicion, always cracking the whip since no subordinate will go out of the way for you, short-term success instead of stability.

I tend to agree with James Allan that the oppressed and the oppressor attract each other. Free people look for areas to maximize returns “a win –win situation” not a win-lose or lose-win situation. He/she will (if he is the boss) try to make employees like they own the company; like the company cannot function without them and their ongoing efforts. If it’s the employee, he/she will make every effort to make the company a success for he/she knows that if the company is successful he/she will get financial rewards and tenure (stability). He/she understand the larger picture and knows that the little activities that he/she does will lead to either achievement or failure of the larger picture.

So if the “could be” oppressor and oppressed understand their positions in the larger picture and how playing their role well and unselfishly will lead to success, they wouldn’t allow an “oppressor and oppressed” environment to exist.

Stand up against society ills or lay low?

Stand up against society ills or lay low?

When you see someone wronged do you stand to defend him or her or do you simply walk away since the wrong was not done to you?

Dr. Martin Luther King Jr. stated that “injustice anywhere is a threat to justice everywhere” he continues to say “we will have to repent in this generation not merely for the hateful words and actions of the bad people but for the appalling silence of the good people.”

This got me thinking of my own complacency. I confess that I have seen injustice on many occasions and walked away because I was not the recipient. I think our society has become so self-centered that we do not step of our cocoons to look at the bigger picture. I can relate to Dr. King’s statement especially when it comes to social ills in our country (police brutality, bribes and other means of corruption, tribalism, theft etc.)

Am sure you have witnessed injustice; what is your reason for not acting? Are your reasons justifiable? Would you like someone else to walk away while the same type of injustice is being committed to you?

Some may say that acting might put you in harm’s way; but so will inaction!

Others will say that law enforcement will defend those being wronged, but we all know our law enforcement and their complacencies.

Others might say that they are preoccupied with the life; well so will other people when you are the recipient of injustice.

What is your opinion on this matter? Have Kenyans accepted injustice? Are we too complacent to act; is it fear; is it class; economic status etc?

Piracy and Persistence

I was reading CNN about the Taiwanese fishing vessel that was released by Somali Pirates after 10 months of capture. (http://www.cnn.com/2010/WORLD/africa/02/11/somalia.ship.release/index.html)
The Taiwanese vessel had a crew of 28. These guys were provided with food and drink for all that period.
Upon release they were sent away with enough food, water and fuel for the whole journey home.
This made me think...Can't all captured vessels adapt a no-negotiating policy with the pirates?
Is there a reason why a country or company is willing to pay millions of dollars?

For a list of all captured vessels off the coast of Somali use this link (http://en.wikipedia.org/wiki/List_of_ships_attacked_by_Somali_pirates)

"According to the Kenyan foreign minister, Somali Falla have received over US$150 million in ransom during the 12 months prior to November 2008."

Some may argue that the safety of the crew is what these companies are paying for
Others may say that the cargo carried is worth more
Others may say that the vessel is worth the ransom since it generates lots of revenue.

But what if all countries and all companies decided that they will not negotiate with these sea terrorists?
Do you think the piracy would reduce or the pirates would become more brutal towards the captured crew members?

have you say....

Is Google Buzz out to compete with Face Book?

If any of you use google mail or gmail you have seen the new feature called "Buzz"

From the initial read about the new features, I automatically thought of linked-in and facebook.

One cannot but notice that many people have abandoned their yahoomail, hotmail etc for googlemail. That means that "Buzz" will automatically have a huge following cause it combines email and social website features into one.
For those who are tired of many websites (twitter, facebook, blog, email, chat etc) may find the google features as "one-stop-shop" solution to all your online communication needs.

Google has: google images, google books, picasa, chat, chrome, email, blog, maps, google phone, calendar, unlimited storage and now buzz.
What other features do you really need? I think Google has won me over!!

What are your thoughts?
Have you tried google buzz and what is your initial reaction?
Are the capabilities enough to make you move from Facebook?

Real Leaders Go First

I was reading through Micheal Hyatt's blog:
http://michaelhyatt.com/2010/02/real-leaders-go-first.html
about real leaders.
His message is: "Real leaders go first. They never ask others to do what they have not done or are unwilling to do themselves. They lead by example. Like the Apostle Paul, they are willing to say, “Follow me, as I follow Christ” (1 Corinthians 11:1)."

He questioned his readers:
What about you? Are you leading by example. Where do you need to step up and go first?

I have been privileged with a few leadership positions in my life and looking back, I think I led by example but did not do enough to involve others.
I have the tendency to be self-reliant which is not a good quality of a leader. A good leader knows how to take the lead and also delegate responsibilities.

Are you a leader?

If so, what type of a leader are you?

Self analysis: If you had the option would you like to work under or be led by a leader of your qualities?

Kenya's New Constitution

Kenya’s New Constitution

The dictionary defines a constitution as a “system of fundamental laws and principles of a government, state, society, corporation, etc.”

As I read the draft constitution and listens to opposing views on the system of governance that Kenyans wanted to live under; I couldn’t but ask myself how the “constitution review committee” arrived at the final draft.

Did these individuals ask themselves: why did Kenyans unite to fight against colonialism? How many convictions that we fought for have we actualized since independence? What principles drive Kenyans (42 tribes) to stay as one nation? Are ideas such as justice for all, domestic tranquility, freedom of speech, freedom of religion, due process of law, the right to vote and the notion that a people can be united under a strong central government but still be protected from government abuses by certain checks and balances.

Do we as a people have common values…common driving principles?
Does a Pokot man have the same rights and due process as a Luo man?

If we as individuals do not have personal constitutions, what makes us think that we can have a common constitution? There is a saying that says “if you do not know where you are going, you do not need a map”. Do we Kenyans know where we are going or where we want to go? If not then some artistically written works will not take us anywhere.

This also begs a few more questions: How many Kenyans have read the existing constitution? What is wrong with the existing constitution? Is a new constitution the solution to all Kenyan problems?

Priorities and Popularity

As I listened to the news over the weekend and Monday; I could not help but ask myself if our leaders (specifically our Prime Minister) is more interested in being popular or dealing with issues that are of more importance to the Nation.

Our Prime Minister is a football fan (which is a good thing).
But when he has to hold a press conference to inform the nation how he tried to intervene on behalf of McDonald Mariga to play in the English Premier it concerns me.

McDonald Mariga is a good football player. He is earning big bucks whether he is playing for Palma, Man City or Inter Milan.

There are Kenyans who can barely afford one meal a day. How come the Prime Minister is not intervening for these people?

It really disgusts me when our leaders are more concerned about their popularity than issues that should be priorities for our nation.

"I spent a minimum of three hours on phone talking to Gordon Brown's office, the Africa Office, office of Culture and Sports, the Home office, the FA president Lord Treisman and to Mariga himself."

3hrs? Is this guy serious? Has he spent 3hrs trying to solve the internal football federation infighting?

http://news.bbc.co.uk/sport2/hi/football/africa/8493889.stm

**Now here is a disclaimer before I get accused of being tribal or partisan. I would comment about our president but doesnt seem to be passionate or outspoken about anything.**