Tag Archives: #Service

– Make technology your friend

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In my garage is a classic I bought seventeen years ago. For the past few years, it has been parked and not used regularly, but taken out once or so a week to maintain the health of the battery and other moving parts for lubrication and rust prevention. I know many will criticise the soundness of my financial management in keeping such a vehicle. We possibly have a “drug” of some sorts we obsess about, enabling us to be children again. Mine is the love I have for this modern classic.

To avoid having ownership headaches, I have honoured all its annual service maintenance requirements through the dealership of the original-equipment manufacturer (OEM). The move has thus far increased my confidence to have it as an option for any trip I wish to undertake, whether around the corner or over long distance. That my family shares in my confidence is another matter, suffice it to say when the OEM dealership presents me with a bill, I feel like swearing at people in the building, including the state of our governance in the country.

These people are not playing. They do not hesitate to present you with a bill equivalent to a budget of PPEs for a small village of migrant workers! But that is not the main reason for my telling you this story. By Nimroth Gwetsa, 30 March 2021. Continue reading →

– Longer Support Hours are imperative for Basic Service Provision

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Notwithstanding the digital divide prevalent in our country, for many, voice and data connectivity are necessities of life along water and electricity far more important to some extent than food. I do not know about you, but I know many others like me easily losing appetite even, when having to face power, water and connectivity outages with no access to backup services.

What is more frustrating is having those outages occurring closer to or outside normal office hours, say from four in the afternoon on weekdays or twelve on a Saturday or any other time on Sunday. The frustration is owing to many service providers limiting their (onsite) support to office hours on weekdays mainly.

If ever you did not know you had comorbidities, wait until you have deadlines to meet and these outages occur outside those “normal” office hours, then assess your health afterwards. Living in South Africa means investing, not only in these primary services, but having backups too for all your needs to avoid having burst arteries. With these “basic” services already so expensive for many, who would have sufficient resources to invest even in backup solutions? By Nimroth Gwetsa, 31 January 2021. Continue reading →

– Be good to customers and generous to loyal ones

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When economic hardship increases and prolongs, chivalry often dies. It’s as if the root of all successes is in rudeness, officiousness, generalisations and all other nasty “nesses” out there. Perhaps we worship materialism and its abundance in our lives proves our closeness to our “material god” that a lack thereof, reveals our distance from our “material deity”.

Big companies, despite having resources to attract and retain customers, often resort to draconian and often “suicidal” rules to guard their revenue generation despite the impact on customers. No wonder loyalty is beginning to wane, with customers easily switching to competitors when their offers are seen as sustainable and dependable alternatives. Entrepreneurs should seize the moment and use the economic downturn as the opportunity to build a solid and loyal client base by maintaining good customer care practices, acquiring true knowledge of their customers, showing appreciation to loyal customers and offering customers, especially loyal ones, more flexibility to their offerings. By Nimroth Gwetsa, 31 August 2019. Continue reading →

– Taking One’s Craft Seriously

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It’s encouraging seeing small-business owners taking their craft seriously in managing customer relations. The mistake many small-business owners make is taking things personal when concerns about aspects of their businesses are raised. Owners are not necessarily good managers of businesses. It makes sense sometimes, having someone else as a manager of the business than the owner being one. Considering challenges faced by many small-businesses, it is understandable that many owners are also managers of their businesses. However, such owners should also invest in skills to manage those businesses, learn about the importance of maintaining good reputation and humility, and taking every customer, including potential customers, seriously.

If small-business owners do not take themselves seriously, why should customers? Business owners are like captains of their armies. They should try to show zeal and interest always, and be energetic. No follower will be inspired by following a lethargic leader. Customers too, take the cue from the behaviour of small-business owners. By Nimroth Gwetsa, 31 March 2019.

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– #Employers, appreciate your employees. #Employees, appreciate your employers

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Employers, appreciate your employees. Employees, appreciate your employers. I command you.  By Nimroth Gwetsa, 30 September 2018. Continue reading →

> PERILS OF ILL-TIMED UPFRONT PAYMENT DEMANDS

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It’s very rare interacting with emerging or small businesses and not face requests for upfront payment before any delivery of service or product is made. It’s quite refreshing, on the one hand, seeing small businesses focusing on the problem and related solution without first mentioning upfront payment.

I feel for small businesses and their need to increase working capital to fund business operations. I have found that many customers are turned off by upfront discussions of payment. When is it the right time to discuss matters about money? By Nimroth Gwetsa, 30 September 2016. Continue reading →