I have written before about the extremes of customer service, stimulated by either positive or negative experiences I have encountered. In Kenya, by and large we do better than many other countries on this front, accepting that as everywhere there’s a whole spectrum from the outstanding to the awful. (Let’s not even mention elements like the police “service”.) So many Kenyans who deal with customers are knowledgeable, friendly and responsive, and we must never take them for granted.
I have recently been exposed to examples at both ends of the spectrum, and so I have been reflecting again on what the good guys and the bad guys each have in common. Let me start with the good guys, and first with those at my new regular hangout, the Pallet Café on James Gichuru Road. I referred to it in passing a few weeks ago in my article on the launch of the Management Consultants Association of Kenya (it was my first time to be there), mentioning that all the very helpful waiters are deaf.
