Posts Tagged 'customer service'

Patience is more than a virtue

We took the bus up to Kitwe on Saturday, happy to be on the bright blue, air-conditioned bus of Zambia’s best bus company. Always on time, always safe, and always great with customer service. This is unheard of in Zambia. I love this company and rarely take any other.

The route up to Kitwe, however, is a new one for the company. They’re entering a new market. Their brand is not known up there and is thus not as trusted. I figure it’s just a matter of time before they impress customers that are used to non-existent schedules, long waits, and frequent breakdowns.

But, what’s that they say? TIA? This is Africa.

About 86 km from our destination, the bus broke down, and we were told that another one would come get us, but only after 2 hours. So we waited. It ended up taking 3.

I normally get irate when things like this happen. But this time, I was completely content, happy and confident that the bus company was trying their best to help us out.

When the new bus arrived, the staff were apologetic. They brought us cold drinks and biscuits as consolation.

I sunk into the seat as the bus started off with this thought in my head: Patience is more than a virtue when it comes to doing business in Africa. It’s a necessity. Consumers need to be able to trust businesses, but I’ve always felt that forgiveness is simply the other side of the same coin.

I will keep this in mind as Mobile Transactions, itself a high-potential start-up, impresses – and disappoints – as it gets on its feet.


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Working to include smallholder farmers in agricultural markets, we know there are no easy answers. This blog is a place to ask "What does it take to make it work?" and to share what we're seeing and learning.
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