Our Blog
What’s in a Toilet?
Business that’s what! We recently travelled to Voi by road as a corporate group for a team-building/ workshop/retreat session. The distance to the actual venue we stayed at, would be in total about 400km. The road trip was great! It served as a bonding session, and...
Getting and Staying On Top!
Having celebrated the Service Excellence Awards 2015 this week (http://se-awards.com/) organised by The Institute of Customer Service in Kenya to recognize and celebrate exemplary customer service, many insights emerged. The SE Awards are purely an expression of...
The Customer is NOT Always Right
There’s a very common assertion in business that “The Customer Is Always Right”. It has been hammered time and time again and is deeply ingrained in the minds of staff world over, that without fail in any corporate speaking forum when we pipe up and say “The Customer...
Is Tipping or Not Tipping a Tipping Point?
And no……………….. I am not talking about Malcolm Gladwell’s award winning book The Tipping Point that talks about the tipping point, being that magic moment when an idea, trend, or social behavior crosses a threshold, tips, and spreads like wildfire, that has...
Acacia Premier – The Epitome of Safety, Comfort and Trust
We had the absolute pleasure of staying at the Acacia Premier – a new 4 star hotel in Kisumu City whose Hospitality is not only worth writing home about, but rivals establishments that have been in the industry for years. Their customer responsiveness was awesome. We...
Nil By Mouth
Same Brand Disparate and Desperate Service We had such distinctly different experiences at Java Coffee House this past weekend that left us rather perplexed. The Java Coffee House brand has become quite a formidable brand in Kenya in the past few years. It leads the...
Little Leaks Doth Big Ships Sink
I was at the Safaricom Care Center at Nakumatt Mega yesterday afternoon to get my SIM card converted into a microSIM. After getting the service rendered, I needed to have the PIN changed to check if it had correctly latched on after insertion. There were four care...
What’s Your Body Saying?
We sat down to a business meeting at a coffee house housed in Thika Road Mall this past Saturday to walk through a project briefing with a client. A waiter came and handed us menus and left. We got down to discussions and it was about an hour later when a different...
Of Black and White Hospitality
Restaurant hopping is one of my favourite pass times, usually under the guise of looking for a nice quiet environment in which to write, meet up business partners and sit my with my colleague to plan and map the coming period’s activities. Nice excuses to try out new...
