November 2014

As it appeared in the Daily Nation on November 11th 2014  by Lucy Kiruthu I recently visited an organization whose receptionist seemed to find the many visitors a bother. At yet another reception, the staff taking cover behind the computer had ear phones on possibly listening to some music and not noticing visitors walking in. At other reception areas I have overhead greetings such as “Yes!” and “Next!” or witnessed a mere stare to those walking in. Such experiences are not only unique to reception areas; many have had similar experiences in banking halls, sales floors, behind the counters, switch board, restaurants, in the field and other front office operations. When the personal touch is lacking in customer interactions it becomes difficult for any organization to build a reputation of customer focus. Do such frontline staff and their managers really understand their crucial role in building strong customer relationships? Staff in the frontline are the face…

As it appeared in the Daily Nation on November 4th 2014 Lucy Kiruthu When an announcement was made regarding a menu well tacked in the seat pocket, I realized that I was flying a no-frills airline. That was several years ago on a Mesa Airlines / United Express operated flight. I recall a crew walking down the aisle carrying a kettle of coffee and cups in her hands whispering “coffee, coffee, coffee”. Coffee was and I believe still is a complimentary drink on offer in many such airlines.  I should have known better and carried a snack or better still taken a meal beforehand. Also referred to as low cost (LCC), budget or discount carriers, such airlines have been in existence for decades. The salient features in many include more seats, packed flights, a fee for just about anything – checked-in luggage, snacks, water, priority boarding, seat allocation, checking in at the airport, pillow, blanket and…