Service breakthroughs

Steve and Bpeace's Retail Associates

(from left Languida, Console, Steve, Susan our translator and Constance)

From Steve:

"Listening to the women speak about their customer service challenges and together discussing ways to improve, showed that they were getting it despite their fears that Rwandans did not know anything about customer service. Interestingly, their challenges are no different than any other business person . . .effective training, keeping quality employees, ensuring that everyone is practicing good customer service, etc. It was truly inspiring to listen to the women speak about the reason they started their businesses and what they wish to accomplish.

I spent the morning with our retail associates. (Constance - African handicraft, Console - dairy bar and party supply, and Languida - funeral services). We built on Wednesday's introductory meeting by having each associate explicity define their business and create a customer service statement to support it. We then drilled down on how to exceed customer expectations, train staff, and establish establish protocols.

Then on to an afternoon spent with Solina who operates a plant nursery and landscaping business. Walking up the steps from the busy street and onto the grounds, I am transported into a oasis of peace. Everywhere are green plants and fragrant tropical flowers. The gardenia blossoms were literally bursting out as I watched them! I listened intently as Solina spoke of bringing the beauty of plants and flowers to all Rwandans. The plant nursery business is very new to Rwanda so Solina is truly a pioneer.

Four women, four stories, all equally wonderful and inspiring."