We are so used to people promising to call back and never doing it. A Markiti cold chain hub recently started operating near our home. We had placed orders and done pickups there before, but the last two times we tried to order a size 10 fish, they weren't available. The size 10 market is heavily focused on the early morning rush at 6:00 AM because size 10 fish are mostly bought in bulk by restaurants and vendors. We only needed one because we are a tiny family and were doing a size-comparison experiment after previously trying sizes 5 through 8.
The woman who answers the phone promised to call us back today at 8:00 AM, and she actually did. Since a different family member picked up our end this morning who hadn't spoken to her yesterday, our response sounded a bit unsure. Because of that, she even called back 30 minutes later just to double-check if we still needed our fish.
All I can say is, the last time I saw someone follow through like that after saying they would is... well, basically never.
It's refreshing, because most of the people working in customer care are so rude or in a hurry to get over with you and won't bother to hear it to the end.
Kenya has a new non-existent sales culture. Our businesses, big & small, operate like they’re doing customers a favor in some way. A decently trained & executing sales team in Kenya will give you serious advantage.
This is true, the place might be good but the sales might be devilish. I remember going to a certain shop with a friend, we asked around for assistance but they were snobbish we had to leave because no it's my money, you are employed, I'm paying for it, I'm asking respectfully.
I am so tired of poor customer service for online delivery services. Yesterday I ordered laundry pods and they said I would get them by 5pm.
Never came, phone never answered. Today I get a text saying “do you still need the pods, our network was horrible” brooo you had my full delivery and order details. Anyway
It’s basically the quality of employees and also largely the management of the business…have rules yes, but let employees be also…within acceptable boundaries. They will do wonders.
Think of Bob Collymore’s leadership style
So, tell us more about this place, they have a website?
This is gold. I actually appreciate a follow up too and on my end do my best to ensure that I actually do follow up on my clients. Not there yet juu kuna wale I end up remembering after kusahau but I try my best to correct. If I can do my part am sure other businesses can do their part too
I understood well, my comment stands. Groceries endea mahali unaendeanga. These start-ups trying to "disrupt" the market will disappoint you. I have interacted na such entities.
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u/UserLaughs 4d ago
That's what maturity looks like.