Lobby reflections

Blog

  • First-Time Customer Experience: Skill or Care?

    Woman in salon examining her curly weave with a puzzled expression, illustrating a first-time customer experience and first impressions.

    I still remember the day I decided to try something new.

    For years, I insisted that weaves were not for me. However, after a few friends encouraged me to experiment with a short curly style, I finally gathered the courage to walk into a salon.

    That afternoon, I became someone’s first-time customer — and that first-time customer experience stayed with me far longer than the hairstyle itself.

    The Salon Chair That Changed My Perspective

    At first, I was excited. I showed the stylist exactly what I wanted: a short weave with curls that framed my face. She nodded confidently, which reassured me.

    As she worked, I trusted the process. After all, she was the professional.

    However, when she finally turned the chair toward the mirror, something shifted.

    The weave was not terrible. In fact, someone else might have liked it. Yet it did not feel like me.

    The front cut seemed slightly off. The curls didn’t sit the way I had imagined. Instead of confidence, I felt hesitation.

    Although I smiled politely and paid, I left uncertain. By the following day, I had removed it completely.

    Why?

    Because the first-time customer experience did not build trust.

    And sometimes, trust is the real product being delivered.

    Skill and Customer Care Must Work Together

    Now, here’s where it becomes deeper.

    Sometimes, poor service is about attitude. However, at other times, it is about skill refinement.

    When a customer walks in for the first time, they are not only buying a service. Instead, they are evaluating competence, communication, and confidence — often within minutes.

    According to an article on the importance of first impressions, early interactions strongly influence long-term perception (Liz Taylor Consultancy).
    👉 https://www.liz-taylor-consulting.co.uk/index.php/2025/05/20/the-importance-of-first-impressions/

    Therefore, when skill is still developing, the risk is higher with first-time clients. While returning customers may give you grace, new customers rarely do.

    Consequently, businesses must treat first encounters with intentional care.

    When Customer Care Is Missing Entirely

    On another occasion, a friend of mine experienced something even more damaging.

    He had been referred to an NGO office for internship consideration. Naturally, he arrived hopeful and prepared.

    When he politely asked the secretary if he could see the officer he had been directed to, her response was cold and dismissive. Nevertheless, he waited patiently.

    Eventually, he was allowed into the office. During the conversation, the officer asked the secretary to bring him tea.

    She walked in.

    Instead of placing the cup gently on the desk, she threw it down. As a result, the tea spilled across the surface.

    The room went silent.

    That single act altered my friend’s perception of formal workplaces. In fact, it created anxiety around structured employment environments.

    Although it may have been a small moment for her, it became a defining moment for him.

    That is the weight of a negative first-time customer experience.

    Why First Encounters Are Make-or-Break

    Whether in a salon, motel, NGO office, or corporate reception, first interactions carry unusual emotional weight.

    Often, customers do not announce that it is their first time. Instead, they observe quietly. Meanwhile, they are forming conclusions.

    According to the Four Cs of Customer Service — clarity, consistency, competence, and care — effective service blends both skill and attitude (Customer Service Manager).
    👉 https://customerservicemanager.com/the-four-cs-of-customer-service/

    Notably, competence appears alongside care.

    In other words, kindness without skill is incomplete. Likewise, skill without warmth feels mechanical.

    For a first-time customer experience to succeed, both elements must align.

    The Silent Cost of Getting It Wrong

    Here is the hidden danger.

    Some customers will complain loudly. Others will post reviews. However, the most dangerous ones say nothing.

    They simply disappear.

    They do not argue.
    They do not explain.
    They do not return.

    As a result, businesses lose future revenue without understanding why.

    In extreme cases — like my friend’s — the impact goes beyond one office visit. It influences confidence, career decisions, and self-perception.

    Everyday Fundi Chronicles Reflection

    Through Everyday Fundi Chronicles, I have come to realise that customer care is layered.

    Yes, tone matters.

    Yes, respect matters.

    However, refined skill matters just as much.

    If a hairstyle misses the mark, the customer remembers the discomfort. If tea is thrown on a desk, the humiliation lingers. Even when intentions are unclear, the emotional imprint remains.

    Therefore, every first-time customer experience should be treated as strategic, not routine.

    If you missed earlier reflections, you can read:

    👉 Customer Care Lessons from Everyday Fundis
    https://lobbyreflections.co.ke/2026/01/16/customer-care-lessons-from-everyday-fundis/

    👉 Fundi Chronicles: Weddings Then and Now
    https://lobbyreflections.co.ke/2026/01/28/fundi-chronicles-weddings-then-and-now/

    Final Reflection: The Sacred First Encounter

    Serving someone for the first time is never ordinary.

    It is a defining moment.

    It is an evaluation window.

    It is a trust-building opportunity.

    Because of that, businesses must train intentionally, refine skills consistently, and monitor front-facing staff carefully.

    After all, marketing may attract a customer once. However, the first-time customer experience determines whether they ever return.

    Call to Action

    Have you ever had a first-time experience that made you loyal instantly — or never return?

    Share your story in the comments. Let’s learn from everyday moments that quietly shape customer loyalty.

  • Valentine’s Day Customer Care: Create Memorable Experiences

    "A smiling receptionist at a hotel front desk hands a purple and pink bouquet to a male guest. In the background, another couple looks happy and excited. The lobby is decorated with Valentine’s Day hearts, candles, and gift boxes, creating a warm, romantic, and welcoming atmosphere."

    Have You Ever Experienced This at a Front Desk?

    A couple walks into a hotel lobby.
    The gentleman is holding purple and pink flowers. Meanwhile, the lady looks slightly unsure. The reservation is under one name, yet something feels tense.

    At first glance, it looks like an ordinary booking. However, Valentine’s Day is never ordinary.

    Have you ever noticed how one small service mistake can change the entire mood of a special day?

    That is why Valentine’s Day customer care matters.

    🌹 A Story: The Dinner That Almost Went Wrong

    Last year, a receptionist shared a simple but powerful experience.

    A man arrived at 6:45 PM for his 7:00 PM reservation. He looked confident at first. However, as time passed, his confidence slowly faded.

    By 7:20 PM, he kept checking his phone.
    By 7:30 PM, he looked embarrassed.

    The restaurant was full. Music was playing. Other couples were laughing. Meanwhile, he sat alone.

    Instead of ignoring him, the receptionist gently approached and said,
    “Would you like some water while you wait?”

    It was a small gesture. Nevertheless, it changed everything.

    When the lady finally arrived, she explained she had been delayed in traffic. In addition, the couple had experienced tension earlier that week. Therefore, this dinner was not just dinner — it was reconciliation.

    The staff adjusted their seating to give them privacy. Moreover, the service team remained attentive without being intrusive.

    As a result, the couple left smiling.

    A few days later, the hotel received a five-star review praising the kindness at the front desk.

    Clearly, Valentine’s Day customer care is not about decoration alone. It is about emotional awareness.

    Why This Season Is Different

    Valentine’s Day is emotionally charged. Because of that, expectations are higher than usual.

    For couples, the day may:

    • Confirm commitment
    • Reveal doubts
    • Celebrate milestones
    • Confront hidden truths

    On the other hand, for service providers, it can:

    • Build loyalty
    • Strengthen reputation
    • Increase visibility
    • Create repeat clients

    Therefore, preparation is essential.

    🎯 What You Should Do Next (Clear Plan)

    If you want your business to shine this Valentine’s season, consider the following steps.

    1️⃣ Start With Emotional Awareness

    First, train your team to observe emotional signals. For example, notice when a customer seems anxious, nervous, or withdrawn.

    Because Valentine’s Day is sensitive, empathy must come before speed.

    For deeper reflection, revisit:
    https://lobbyreflections.co.ke/2026/02/02/serving-with-passion-in-service-and-healthcare/

    2️⃣ Strengthen Front Desk Etiquette

    Next, review how your team handles first impressions.

    Is your front desk welcoming?
    Is the greeting warm and calm?
    Are issues handled without panic?

    Even small improvements can make a big difference. Therefore, take time to refresh your service standards.

    Read more here:
    https://lobbyreflections.co.ke/2025/06/04/customer-etiquette-at-the-front-desk/

    3️⃣ Learn From Everyday Fundis

    In addition, consistency matters. Everyday professionals often teach us the best lessons about discipline and dedication.

    When service is steady, customers feel secure. As a result, loyalty grows naturally.

    You can explore this further:
    https://lobbyreflections.co.ke/2026/01/16/customer-care-lessons-from-everyday-fundis/

    4️⃣ Ask Yourself This Question

    Have you ever lost a customer not because of price, but because of attitude?

    During Valentine’s season, attitude is amplified. For instance:

    A delayed flower delivery may cause disappointment.
    A cold greeting may create tension.
    A rushed stylist may reduce confidence.

    However, a kind word can restore comfort. Likewise, clear communication can prevent frustration.

    Engagement leads to retention. Retention leads to growth.

    Industry-Specific Valentine’s Tips

    🌸 Florists

    Accuracy is essential. Therefore:

    • Confirm spellings carefully.
    • Communicate delivery times honestly.
    • Prepare for high demand.

    Flowers carry meaning. Consequently, small errors feel large.

    🎁 Gift Shops

    Customers often feel pressured to choose quickly. Instead of rushing them, guide them patiently. In addition, provide options within different budgets.

    Support builds trust. Pressure creates regret.

    💄 Beauty Salons

    Clients may arrive excited. Others may feel insecure. Meanwhile, some may simply want to look good for themselves.

    Because confidence matters, create a safe and respectful environment.

    🏨 Hotels & Restaurants

    Plan ahead. Confirm bookings. Train staff to stay calm under pressure.

    Most importantly, communicate clearly if delays occur. When customers understand the situation, they are more forgiving.

    Is Love Real in a Commercial Season?

    Valentine’s Day is highly commercialized. Everywhere you look, there are advertisements, promotions, and themed packages.

    However, real love is not measured by price.

    It is shown through:

    • Consistency
    • Respect
    • Honesty
    • Intentional effort

    As service providers, your responsibility is not to define love. Instead, your responsibility is to protect the experience.

    Serve ethically.
    Deliver honestly.
    Communicate clearly.

    Because integrity builds long-term trust.

    A Gentle Word to Readers

    If you are celebrating true love, may you enjoy the day fully. May your experience be smooth and joyful.

    On the other hand, if this season feels heavy, may you find grace to heal. While the day may seem loud, healing often happens quietly.

    Love is beautiful. Nevertheless, new beginnings are beautiful too.

    The sun always rises again.

    Final Reflection

    Valentine’s Day customer care is more than seasonal marketing. It is emotional responsibility.

    When love walks into your business, it comes hopeful. At the same time, it may be fragile.

    Therefore, handle it carefully.

    Because in this season:

    • Couples define their future.
    • Businesses define their reputation.
    • Service providers define their brand.

    The question remains:

    Will your service create a memory worth repeating?

    💌 Call to Action

    Are you a service provider preparing for Valentine’s Day?

    Share how you are training your team for emotional excellence.

    Visit 👉 https://lobbyreflections.co.ke
    Explore more reflections on customer passion and everyday fundis.

    Let us build a culture where service meets heart — not just during Valentine’s, but every day.

  • Serving With Passion: How Purposeful Engagement Transforms Service

    Serving with passion is more than enthusiasm for a job title or pride in professional skills. It is a quiet, consistent commitment to people — a way of showing up fully, listening deeply, and caring enough to go beyond the minimum. In service-oriented professions, passion is often the difference between a transactional interaction and a transformational experience. It is what customers, patients, and communities feel long after the service has been delivered.

    In this reflection, I explore how serving with passion shows up in everyday moments: in a doctor’s engagement with a patient, in small talk that uncovers deeper issues, and in professionals who extend help to others without expecting financial reward. These moments may appear small, but they shape trust, loyalty, and dignity in powerful ways.

    Serving with passion in healthcare: beyond diagnosis

    Healthcare offers one of the clearest examples of how serving with passion changes outcomes. When a doctor engages a patient, the interaction should never feel rushed, mechanical, or intimidating. A passionate doctor understands that healing begins long before a prescription is written.

    Serving with passion is reflected in how a doctor asks questions, listens without interrupting, and observes not only symptoms but emotions. It shows in tone of voice, eye contact, and the willingness to explain medical terms in language the patient can understand. These actions communicate respect and reassurance.

    But there is another powerful layer to this interaction: small talk.

    Small talk is often underestimated, yet it is a critical tool for connection. A simple question about a patient’s day, family, work, or stress levels can reveal information that clinical questions alone may not uncover. A patient may mention poor sleep, emotional strain, or lifestyle habits casually — details that can significantly influence diagnosis and treatment.

    When a doctor serves with passion, they recognize that small talk is not a waste of time; it is an investment in understanding the whole person.

    Why patients return to the same doctor

    Many people prefer to see the same doctor repeatedly, even when other options are available. This preference is rarely about convenience alone. It is about trust built through consistent, engaged interaction.

    Serving with passion creates continuity of care. A personal doctor remembers past conversations, previous concerns, and individual preferences. Patients do not have to repeat their story from scratch or worry that important details will be missed. They leave the consultation feeling heard, informed, and confident.

    Most importantly, they leave without unanswered questions.

    A passionate doctor invites questions, checks for understanding, and ensures the patient feels comfortable enough to speak honestly. This approach reduces anxiety and improves adherence to treatment. It also reinforces dignity — the patient feels like a partner in their care, not just a case file.

    This same principle applies beyond healthcare, in any service environment where trust matters.

    Serving with passion across professions

    Serving with passion is not exclusive to doctors. It applies to customer service agents, fundis, teachers, security officers, entrepreneurs, and leaders. Wherever people interact, passion reveals itself through intentional engagement.

    A professional who serves with passion does not focus only on completing tasks. They pay attention to the person in front of them. They ask clarifying questions, offer guidance, and take responsibility for the experience they create.

    This is why customers often return to specific service providers. They are not just buying a product or service; they are returning to a relationship built on care and reliability.

    In my reflections on everyday service experiences, I explore this idea further in my blog post on customer etiquette:
    👉 https://lobbyreflections.co.ke/customer-etiquette-at-the-front-desk/

    Good etiquette is one of the clearest expressions of serving with passion. It signals respect, professionalism, and awareness of the customer’s time and emotions.

    Passion without a price tag

    Another powerful reflection of serving with passion is seen when professionals reach out to others in their field simply to help — not for money, recognition, or personal gain.

    This might look like:

    • mentoring a junior colleague
    • sharing knowledge freely
    • offering guidance to someone struggling
    • correcting mistakes with kindness rather than judgment

    In these moments, passion becomes service to the profession itself.

    When professionals support one another, standards improve. Confidence grows. Communities strengthen. Serving with passion in this way creates a ripple effect that benefits clients and customers indirectly but profoundly.

    This idea resonates strongly with the lessons I’ve shared in Customer Lessons from Everyday Fundis, where ordinary professionals demonstrate extraordinary commitment through simple acts of care:
    👉 https://lobbyreflections.co.ke/lessons-from-everyday-fundis/

    The inner work of serving with passion

    Serving with passion is not accidental. It requires intentional inner work: clarity of purpose, emotional awareness, and a willingness to keep learning.

    One insightful resource on this topic is Grit: The Power of Passion and Perseverance by Angela Duckworth. The book explores how sustained passion, combined with perseverance, leads to meaningful achievement over time. While not written specifically for customer service or healthcare, its lessons apply deeply to anyone committed to purposeful work.

    You can explore the book here:
    👉 https://www.penguinrandomhouse.com/books/537383/grit-by-angela-duckworth/

    Serving with passion is not about constant excitement. It is about commitment — showing up even when work is demanding, emotions are heavy, or recognition is absent.

    When passion shapes customer experience

    In customer experience, serving with passion transforms routine interactions into memorable ones. Customers feel valued when staff take time to explain processes, acknowledge inconvenience, and follow through on promises.

    Passion shows in consistency. It shows in how complaints are handled, how delays are communicated, and how mistakes are corrected. A passionate professional does not hide behind policy; they seek solutions.

    This mindset is what turns first-time customers into loyal advocates.

    Serving with passion as a leadership principle

    Leaders set the tone for serving with passion. When leaders model empathy, curiosity, and respect, teams are more likely to do the same.

    A leader who engages their team through small talk, listens to concerns, and offers support creates a culture where passion can thrive. This culture reflects outward — customers and clients feel the difference.

    Serving with passion, therefore, is not only an individual responsibility; it is an organisational value.

    Final reflection

    Serving with passion is ultimately about humanity. It is about recognising that every interaction carries emotional weight. Whether in a doctor’s office, a customer service desk, or a professional peer conversation, passion shapes how people feel — and how they remember the experience.

    When we serve with passion:

    • patients feel safe and understood
    • customers feel respected
    • professionals feel supported
    • communities grow stronger

    As we reflect during this month of love, may we recommit to serving with passion — not for applause or profit alone, but because dignity, care, and purpose are worth protecting.

    For more reflections on service, leadership, and customer experience, visit:
    👉 https://lobbyreflections.co.ke

  • Fundi Chronicles, Love, and Weddings: When Customer Care Was Tailor‑Made

    African bride being fitted by a local fundi tailor as African bridesmaids look on, contrasted with a modern African wedding couple walking in a village convoy, illustrating Fundi Chronicles and the evolution of weddings then and now.

    Fundi chronicles. Customer care. Love. Weddings. As we step into the month of love, these words feel like they belong together. Maybe it’s nostalgia talking, or maybe it’s lived experience, but weddings don’t feel the same anymore—and the role of the fundi inside them has quietly changed.

    Last week, I didn’t manage to publish a blog post. Life happened. But this week felt right to slow down, reflect, and bring Fundi Chronicles into the conversation of love, commitment, and service. Because before weddings were glamorized, outsourced, and curated for Instagram, they were deeply human, deeply communal, and powered by fundis.

    Fundi Chronicles: Weddings Then and Now

    There was a time—especially during school holidays in April, August, and December—when weddings were everywhere. One weekend, one village, one wedding. Or sometimes two. Or three. You’d know because of the convoy: vehicles snaking along dusty rural roads or clogging town streets, hooting joyfully, ribbons fluttering, music blaring.

    The whole village attended. No invitation card required. If you could walk, you could attend. If you could cook, you were automatically part of the catering team. If you owned sufurias, they were already booked.

    Food? Plenty… yet somehow never enough. But no one complained. You ate what was there, laughed about it, and danced anyway.

    Fast‑forward to today.

    Weddings are elegant, curated, and invite‑only. Guest lists are tight. Catering is outsourced. Décor is professional. Photography has drones. Everything is polished—and expensive.

    Nothing wrong with that. Progress is allowed.

    But something got lost along the way.

    The Fundi at the Heart of Love

    Back then, fundis were not just service providers. They were partners in pressure.

    The tailor. The caterer. The hairdresser. The shoe repair guy. The carpenter who made benches overnight.

    These fundis carried the emotional weight of weddings—especially one unforgettable role: the tailor.

    Fittings, Frustration, and Fabric Drama 😅

    If you grew up around weddings, you remember fittings.

    The bride. The bridesmaids. Meters of fabric. Deadlines tighter than the budget.

    Fittings were chaotic. The fundi’s workshop was always full. People sat everywhere—on benches, on fabric rolls, sometimes on hope.

    And let’s be honest: sometimes the outfit came out nothing like you imagined.

    • Sleeves too tight
    • Length too short
    • Color… questionable

    And there was no time for adjustments. The wedding was tomorrow. Or today.

    That moment—when the bride looks at the dress and sighs deeply—that was where customer care was truly tested.

    No customer service manual. No apology templates. Just human interaction.

    The fundi had to listen, calm, reassure, and sometimes negotiate reality.

    That’s where Fundi Chronicles live.

    Customer Care Before It Had a Name

    Back then, we didn’t call it customer experience. But it was.

    A good fundi knew:

    • How to speak when emotions were high
    • When to explain limitations
    • When to apologize sincerely
    • When to fix what could be fixed

    And customers also had etiquette—most of the time.

    I explore this balance more deeply in Customer Etiquette at the Front Desk, because service is always a two‑way street: 👉 https://lobbyreflections.co.ke/2025/06/04/customer-etiquette-at-the-front-desk/

    Love Is Also Service ❤️

    As we enter the month of love, we often focus on romance. But love also shows up as:

    • Patience during fittings
    • Respect for skilled hands
    • Clear communication
    • Managing expectations

    A wedding fundi didn’t just sew clothes or cook food—they held someone’s big day in their hands.

    That is love.

    That is service.

    What Changed?

    Today, weddings are outsourced to professionals—and that’s not the problem.

    The challenge is when human connection gets replaced by contracts, timelines, and fine print.

    When a client forgets that a fundi is human. When a fundi forgets that a client is emotional.

    The result? Stress. Frustration. Poor experiences.

    Which is why these stories still matter.

    Lessons from Everyday Fundis

    I’ve written before about what fundis teach us about customer care, empathy, and professionalism—even outside weddings: 👉 https://lobbyreflections.co.ke/2026/01/16/customer-care-lessons-from-everyday-fundis/

    Whether it’s a plumber fixing a sink in seconds or a tailor racing against time, the lesson is the same:

    You’re not paying for minutes—you’re paying for mastery, responsibility, and emotional labor.

    A Little Humor, Because Weddings Were Funny 😄

    Let’s not pretend everything was perfect.

    • Dresses held together by prayers
    • Shoes breaking mid‑dance
    • Food running out before the groom ate

    And yet… those weddings live rent‑free in our memories.

    Not because they were perfect. But because they were alive.

    Why Fundi Chronicles Still Matter

    As weddings change, as love evolves, as service becomes more formal, we must not lose the stories.

    Fundi Chronicles remind us that:

    • Skill deserves respect
    • Communication saves relationships
    • Empathy is timeless

    Whether in weddings, businesses, or daily life.

    Call to Action (CTA)

    💬 Do you remember weddings where the whole village attended? 👗 Ever had a fitting nightmare—or a fundi who saved the day?

    Share your story in the comments.

    📖 Read more reflections on customer care, empathy, and everyday service at Lobby Reflections: 👉 https://lobbyreflections.co.ke

    🔗 If you’re a fundi, customer, or storyteller—let’s connect, learn, and keep these stories alive.

    Because love is not just what we celebrate. It’s how we serve.

  • Customer Care Lessons from Everyday Fundis

    "Customer Care Lessons from Everyday Fundis: African carpenter, tailor, and cobbler smiling while working, surrounded by tools and shoes in a vibrant workshop."

    If you want to understand customer care lessons from everyday fundis, don’t start with fancy offices, five-star hotels, or corporate boardrooms. Instead, look around your local neighborhood. The carpenter who promises your stool by Friday, the tailor who says, “Kuja fitting,” and the cobbler who confidently tells you, “Hii kiatu ni dakika kumi tu” — these are the real teachers.

    In these small, dusty, noisy, sometimes chaotic spaces, customer care is not scripted. Rather, it is lived, tested, negotiated, and, often, hilarious. Welcome to my Fundi Chronicles, where everyday customer care lessons show up with glue-stained fingers, measuring tapes around necks, and half-finished promises.

    Why Fundis Are the Real Teachers of Customer Care

    Even though fundis don’t have manuals, workshops, or corporate etiquette seminars, they teach us more about customer care lessons from everyday fundis than many office environments.

    For instance, their customers are face-to-face, feedback is immediate, mistakes are visible, and promises are remembered. Therefore, when a fundi says, “Rudi after one hour,” it usually means one hour. Not maybe. Not around. One hour.

    However, when that one hour turns into three, that is when true customer care begins.

    The Carpenter: “Nakuja Kesho” and Other Famous Last Words

    Ah yes, the carpenter. The one who looks you straight in the eye and confidently says: “I’ll finish it tomorrow.”

    At first, tomorrow becomes next week. Then, next week stretches into a month. Soon enough, it is a family heirloom. Yet, we still return. Why? Because one of the core customer care lessons from everyday fundis is that it is not only about time—it is about communication.

    For example, a carpenter who explains, “I’m delayed because I got another big job,” is practicing better customer care than one who disappears. Likewise, one who calls to say, “I need two more days,” builds trust more effectively than silence ever could.

    In short, customer care is not about perfection; it is about honesty and accountability.

    The Tailor: “Kuja Fitting” — The Most Dangerous Two Words

    Tailors are masters of suspense. When they look at your fabric, body, and event date, they confidently say, “Kuja fitting.”

    On arrival, they pin the fabric carefully. Then, they measure each seam precisely. After a short pause, they nod seriously. Finally, they say, “Come tomorrow.”

    When tomorrow arrives, the sleeves may be missing, the zipper might still be a theory, and the lining could be only an idea. Here is where customer care lessons from everyday fundis are truly tested.

    Do they avoid eye contact, pretend you never came, or say, “I was just about to start”? Or, conversely, do they explain the delays, apologize, and reset expectations? Clearly, customer care is not about the outfit—it is about how the delay is handled.

    The Cobbler: One Hour That Feels Like a Lifetime

    Now, let’s talk about the cobbler. Even when you are late and stressed, you explain clearly: “I need these shoes in one hour.”

    Surprisingly, they nod confidently and reply, “No problem.” Meanwhile, you hope the timing works out.

    When you return, however, the shoes are still in pieces. 😭 Now, you stand there—watching, waiting, pretending to be calm, checking your watch, glancing at messages, and testing your patience.

    This scenario teaches a crucial customer care lesson from everyday fundis: it is not about speed but about respecting urgency. Do they apologize, acknowledge the delay, or deflect blame? In this moment, acknowledging the human who is waiting is more important than the product itself.

    Customer Care Is a Promise—Not a Product

    Fundis teach us that customers are not buying shoes, stools, or suits. Rather, they are buying:

    ✔️ Time
    ✔️ Trust
    ✔️ Predictability
    ✔️ Peace of mind

    Consequently, when these are disrupted, frustration follows. That is why customer care lessons from everyday fundis are not just about politeness—they are about managing expectations.

    If a job takes three days, say three days. Do not promise one hour when you mean tomorrow.

    The Waiting Customer: A Case Study

    Waiting is never neutral. In fact, it is intensely emotional. It brings anxiety 😬, pressure ⏳, doubt 🤔, resentment 😡, and hope ✨.

    Furthermore, how a service provider handles waiting determines whether the customer returns. A customer who is informed will wait patiently, whereas a customer who is ignored will likely leave frustrated.

    Fundis and the Art of Reading the Customer

    Great fundis are emotional detectives. They can sense who is in a hurry, who is flexible, who is polite but frustrated, and who is calm but disappointed.

    This skill reflects emotional intelligence, the heart of customer care lessons from everyday fundis. Unlike manuals, it relies on observation, empathy, and intuition.

    In fact, research confirms that emotional intelligence is a key driver of customer satisfaction, helping service providers navigate challenging interactions with calm and empathy (cpdonline.co.uk).

    Humor in Service: A Survival Tool

    Some fundis use humor to soften frustration. They joke, tease, and laugh with you. Consequently, the anger dissipates, and the experience feels lighter.

    Humor does not replace professionalism but can humanize delays and turn a tense moment into a shared laugh.

    When Customer Care Goes Wrong

    We have all experienced missed timelines ⏱️, broken promises 💔, poor communication 🤐, and blame-shifting 😤.

    Such moments can feel traumatic because bad service leaves a lasting impression.

    What Corporate Offices Can Learn from Fundis

    Interestingly, some corporate offices exhibit worse customer care than fundis: long queues, no eye contact, no apologies, and no explanations. Silence dominates.

    Meanwhile, a fundi in a small, dusty stall may simply say, “Niko na shida kidogo. Tafadhali nisamehe.”

    This demonstrates that customer care lessons from everyday fundis rely more on dignity, honesty, and clarity than on formal training.

    Strong communication and etiquette—like listening actively, thanking the customer, and maintaining professionalism—are foundational elements that shape positive customer experiences (indeed.com).

    Pressure Changes Service

    Pressure is real. I explore this deeply in my post about service under pressure:
    👉 https://lobbyreflections.co.ke/2026/01/07/pressure-at-the-front-desk/

    Although pressure does not excuse poor service, it explains behavior. Understanding these dynamics allows us to design better service systems.

    Key Principles of Everyday Customer Care

    From all these stories, customer care lessons from everyday fundis boil down to:

    ✔️ Honest timelines
    ✔️ Clear communication
    ✔️ Acknowledging delays
    ✔️ Sincere apologies
    ✔️ Respecting urgency
    ✔️ Not overpromising
    ✔️ Not disappearing
    ✔️ Seeing the customer as human

    They remind us that customers are not robots, transactions, or numbers—they are people.

    Fundis Don’t Sell Products—They Sell Trust

    Every time a fundi delivers on time, trust grows.
    Every time they explain delays, trust grows.
    Every time they acknowledge mistakes, trust grows.

    Trust is not built through perfection; it is built through accountability.

    Everyday Spaces, Real Lessons

    I write about customer care lessons from everyday fundis because most of our lives happen in ordinary spaces:

    • On roads 🛣️
    • In stalls 🏪
    • In clinics 🏥
    • At fundis 👞🪑✂️
    • In offices 💼

    That is where dignity matters most.

    Learn more about customer etiquette in everyday service spaces here:
    👉 https://lobbyreflections.co.ke/2025/06/04/customer-etiquette-at-the-front-desk/

    Final Reflection: We Are All Fundis

    Whether you fix shoes, files, systems, or emotions—you are a fundi.

    Every fundi has customers. Every customer matters.

    Ask yourself:

    • Do I communicate clearly?
    • Do I manage expectations?
    • Do I respect urgency?
    • Do I apologize when wrong?
    • Do I treat people with dignity?

    That is the essence of customer care lessons from everyday fundis.

    Call to Action

    If these stories resonated with you, follow Lobby Reflections for more real-life lessons in customer care.

    Because service is not scripted.
    It is lived.
    It is human.


  • Pressure at the Front Desk: When Systems, Policy, and Humanity Collide

    Pressure at the front desk in an African hospital as patients queue during a tense admission process, highlighting frontline customer care challenges

    Pressure at the front desk is an invisible reality for many customer-facing professionals, especially in hospitals and public spaces where emotions run high and systems often strain under demand. Recently, while accompanying a family member through a hospital admission process, I witnessed a situation that clearly shows how customer care, policy, leadership, and human vulnerability collide — sometimes with dangerous consequences.

    This experience reinforced a critical truth: front desk service goes far beyond following procedure. Instead, it requires navigating pressure, managing queues, calming fear, explaining policy clearly, and making human-centered decisions in moments that can escalate within seconds.

    A Hospital Front Desk Under Pressure

    At the hospital admission pay point, a teacher sat in a wheelchair wearing hospital clothes, accompanied by a young nurse. She looked visibly distressed. Meanwhile, a tense exchange unfolded between her and the customer care officer behind the enclosed payment window.

    She had been admitted on 1st December, the same day the Kenyan government rolled out the SHA Comprehensive Cover for teachers. However, on 2nd December, hospital staff asked her to pay cash to proceed with admission under the new cover. Understandably, she felt confused. Why had no one explained this requirement on the first day?

    On the other side of the glass, the customer care officer faced a different pressure. Procedures dictated one response, while the system displayed another. At the same time, the hospital had not issued clear escalation guidelines for a policy transition happening in real time.

    As a result, both parties stood on valid ground — and both felt trapped.

    Meanwhile, the queue grew longer. Anxiety thickened the air. My own patient, already unwell, became increasingly agitated, fearing that urgent care might be delayed. Eventually, under emotional strain and uncertainty, she nearly collapsed and had to be rushed back to casualty for stabilisation.

    This moment revealed what pressure at the front desk truly looks like — unseen, relentless, and emotionally exhausting.

    When Systems Change Faster Than Communication

    Policy transitions play an important role in service improvement. However, organisations often fail at the point of execution.

    In this case, leadership introduced a new insurance framework without equipping frontline staff and patients with clear communication. Consequently, front desk officers absorbed the shock of systemic gaps.

    Every day, frontline staff face:

    • Angry patients
    • Conflicting instructions
    • Long queues
    • Medical emergencies
    • Limited authority to override systems

    Without proper training and escalation protocols, even empathetic staff can appear indifferent or incompetent. In reality, pressure overwhelms them.

    This challenge closely reflects themes I explored in Customer Etiquette at the Front Desk, where clarity, tone, and patience determine whether situations de-escalate or spiral.

    Pressure, Queues, and the Cost of Leadership: Lessons from Carnivore

    This hospital incident also brought back memories of the Carnivore Nairobi stampede of December 2004.

    According to documented reports, organisers expected about 15,000 attendees. Instead, far larger crowds arrived. Sixteen entry gates struggled to cope. Security teams rushed vetting, and age checks disappeared under pressure.

    Eventually, impatience turned dangerous. People pushed. Others fell. By midnight, a stampede had claimed the lives of three young students.

    What stands out is not the absence of security, but the overwhelming pressure of crowd management:

    • Too many people
    • Too few entry points
    • Cheap tickets encouraging mass turnout
    • Inadequate queue control
    • Delayed leadership decisions

    Frontline security staff, much like hospital customer care officers, absorbed public anger while lacking authority to close gates or redirect crowds. Leadership failed not because systems did not exist, but because those systems could not respond flexibly under pressure.

    This reality mirrors the lessons I explore further in The Cost of Leadership.

    The Human Toll of Serving Under Pressure

    Serving long queues is never a mechanical task. Instead, it demands emotional labour.

    Frontline workers must:

    • Absorb anger
    • Communicate unpopular decisions
    • Enforce rules
    • Maintain calm
    • Protect safety

    All the while, they remain watched, judged, and sometimes verbally abused.

    In hospitals, the stakes rise even higher. Delays feel like neglect. Questions sound like accusations. Policies feel like punishment. Yet, as I discussed in Personalised Customer Care in Hospitals, patients do not only need efficiency — they need reassurance, explanation, and dignity.

    What Better Front Desk Management Looks Like

    To reduce pressure at the front desk, organisations must actively support frontline staff.

    1. Clear Communication During Policy Changes

    Leaders should support policy rollouts with:

    • Staff briefings
    • Patient-facing notices
    • Temporary flexibility during transition periods

    2. Clear Escalation Pathways

    Front desk staff should never feel trapped. Instead, they need:

    • Supervisors on call
    • Authority to pause queues
    • Clear exception-handling guidelines

    3. Understanding Queue Psychology

    Long queues increase aggression. However, simple actions reduce tension:

    • Regular updates
    • Visible signage
    • Staff acknowledging waiting customers

    4. Emotional Intelligence Training

    Technical knowledge alone does not suffice. Staff must learn to:

    • De-escalate conflict
    • Listen actively
    • Communicate empathy even when delivering difficult messages

    Books such as Emotional Intelligence by Daniel Goleman and The Compassionate Healthcare Leader by Dr. Stephen Klasko offer valuable guidance for managing service environments under stress.

    A Call for Grace — On Both Sides of the Desk

    Pressure at the front desk rarely results from laziness or indifference. More often, broken systems, poor communication, and distant leadership decisions create it.

    Therefore, as customers, patients, and leaders, we must remember:

    • The person serving you is human
    • The policy frustrating you may not be theirs to change
    • Calm conversations save lives

    Whether in a hospital hallway or at the gates of a crowded venue, how pressure is managed determines whether a situation stabilises — or turns tragic.

    At Lobby Reflections, I document these lived experiences to help organisations build better systems grounded in empathy, clarity, and accountability.

    Frequently Asked Questions About Pressure at the Front Desk

    What causes pressure at the front desk in hospitals?
    Pressure at the front desk often results from long queues, policy changes, staff shortages, system limitations, and emotionally distressed patients.

    How can hospitals reduce front desk pressure?
    Hospitals can reduce pressure by improving communication during policy changes, providing clear escalation pathways, training staff in emotional intelligence, and managing queues proactively.

    Why do frontline staff absorb public frustration?
    Frontline staff interact directly with customers but often lack authority to change policies, making them the visible face of deeper systemic challenges.

    Call to Action

    Pressure at the front desk is not theoretical. Frontline staff experience it daily across hospitals, offices, events, and public institutions.

    If your organisation struggles with long queues, overwhelmed staff, policy transitions, or emotionally charged customers, intentional customer care training makes a measurable difference.

    👉 I offer practical customer service training, front desk etiquette coaching, and leadership conversations on managing pressure in service environments.
    📩 Reach out via lobbyreflections@gmail.com or WhatsApp 0746 011 448 to start the conversation.

    Let’s build systems that protect both the people being served — and the people serving.

  • Choosing Faith in Seasons of Lack: A Reflection on God’s Provision and My Journey Through the Desert

    “A young African mother looking upward with hope and prayer, symbolizing faith during financial struggles.”

    Faith That Moves Mountains in Seasons of Lack

    Life has seasons that test the deepest parts of who we are—our strength, our identity, our courage, and above all, our faith. For almost five years, I have walked through a very difficult season. During this time, borrowing became normal, explaining my situation became routine, and simply surviving turned into a daily challenge.

    Despite everything, I write today not from defeat but from faith—a faith that moves mountains, even when the mountain seems unmoved.

    When You Reach the End of Yourself

    Carrying responsibilities quietly brings a deep kind of tiredness. The weight of motherhood, the pressure to provide, and the challenge of rebuilding yourself while keeping your children safe, fed, and emotionally supported can break even the strongest heart.

    Previously, I wrote about this weight:
    👉 The Weight of Being a Mother

    Sometimes, the heaviness feels unbearable. Meanwhile, desperation knocks softly. Yet, choosing faith over fear becomes the daily decision that keeps me moving forward.

    Holding Onto God’s Promises

    When life does not make sense, the Word of God becomes an anchor. It reminds us that He is close and that His promises are still true.

    God Is Near

    “Seek the Lord while He may be found; call on Him while He is near.”
    — Isaiah 55:6

    Even when heaven seems silent, this verse reassures me that God is near.

    God Listens

    “For the Lord our God is near us whenever we call on Him.”
    — Deuteronomy 4:7

    This promise prevents me from drowning in doubt. Furthermore, God is not ignoring my prayers—He hears each one.

    God Invites Us to Ask

    “Ask and it shall be given; seek and you shall find; knock and the door shall be opened unto you.”
    — Matthew 7:7

    Therefore, we have permission to keep asking, even when our prayers feel repeated.

    God Owns Everything

    “For every beast of the forest is Mine, and the cattle on a thousand hills.”
    — Psalm 50:10

    In addition, God is not limited by economies, job markets, or human networks.

    Whenever a door closes, I remind myself:
    👉 When God Closes a Door

    At times, a closed door is not rejection—it is redirection.

    Living on Daily Grace

    For five years, God has kept me through what felt like a famine. Through “ravens”—family, small opportunities, and unexpected blessings—I have survived. My children are in school. We have shelter. We have love.

    I wrote more about surviving without strength here:
    👉 Blogging With Zero Motivation in Kenya

    Although life may not look glamorous, it shows that God keeps me going.

    However, being sustained is different from thriving. While gratitude fills my heart, I still feel tired:

    • Depending on people who are also struggling is draining.
    • Hiding behind “I’m okay” takes energy.
    • Waiting for life to change can feel endless.

    As a result, this tiredness pushed me to pray boldly.

    Bold Faith: Asking God for a Financial Breakthrough

    My Specific Prayer

    Today, with humility and courage, I ask God for a miracle:

    • A stable income of at least Ksh 100,000 per month.
    • A six-figure blessing to help me stand again, provide again, and rebuild my life with dignity.

    Not for luxury, not for show, and not for pride.

    Instead, this request is so I can raise my children with stability and become the woman God wants me to be.

    Why I’m Asking Boldly

    The Bible teaches that grace, provision, and favor are available. Many believers continue to testify that God still opens doors.

    These resources have encouraged me:

    🔗 Daily Encouragement & Devotionals – Desiring God
    🔗 Biblical Encouragement for Hard Seasons – GotQuestions

    Since God did it for others, He can do it for me too.

    Healing the Mind Before the Miracle

    True provision begins in the heart. Before external breakthroughs appear, I ask God to heal my inner world:

    • Heal my mind from fear of the future.
    • Restore my confidence.
    • Transform my survival patterns.
    • Release the exhaustion built up over years.
    • Silence the quiet voices that say I am unworthy of rising again.

    Often, the real miracle is becoming the person capable of carrying the blessing God wants to release.

    Stepping Into a New Season

    I believe my difficult season is ending. Looking ahead, this year feels like a time of newness. Surely, the breakthrough will come.

    The God who sent ravens will now send rivers. The God who sustained will now establish. The God who kept me will now elevate.

    When the breakthrough arrives—and I am confident it will—I will return here to testify.

    A Word to Anyone Walking Through Their Own Desert

    If your season feels too long, remember:

    • God sees you.
    • God hears you.
    • God is near you.
    • God has not forgotten your story.
    • God is not done with you.

    Your season of lack does not define your identity. Your waiting is not wasted. Your tears are not ignored. You are not alone.

    My Final Prayer Today

    Lord, heal my mind.
    Heal my heart.
    Break the cycle of lack.
    Release financial favor.
    Open a six-figure door that sets my family free.
    Give me the strength to stand again.
    Make me a testimony of Your goodness.

    Amen.

    Let’s Walk This Journey Together

    If this reflection touched your heart, share it with someone who needs encouragement today. You can also subscribe to the blog for more reflections, faith journeys, and real-life stories—raw, honest, and unfiltered.

    💡 Optional Monetization Tip: Include Amazon affiliate links for faith-building resources:

  • Ordinary Kenyan Struggles: My Real Mashujaa Day Heroes

    An elderly African man wearing a brown jacket and hat walks with a wooden cane toward a white-and-red tent filled with seated people during a community Mashujaa Day celebration on a sunny day.

    When we talk about Mashujaa Day, most of us picture the famous heroes who fought for Kenya’s independence—people like Dedan Kimathi, Mekatilili wa Menza, and Tom Mboya. But this year, as I stood watching an ordinary celebration in my neighborhood, I realized something deeper. The ordinary Kenyan struggles around us hold just as much heroism as the great acts in our history books.

    The Morning That Changed My Perspective

    It was Mashujaa Day morning, and my house was buzzing with activity. My son was performing with his school band, and the celebration was being held at a rural school ground near our home. It felt like the perfect opportunity to take my almost four-year-old daughter out for some fun after finishing my house chores.

    As I hurried to get ready, I could already hear the drums and trumpets echoing through the valley. That sound—energetic, patriotic, and joyful—pulled me out of the house faster than I expected. I dressed quickly, packed a bottle of water for my daughter, and we walked toward the school grounds.

    By the time we arrived, the band had finished playing, and the speeches had already begun. I sighed, a little disappointed, but still grateful to be part of the event. The school band was performing alongside the police band, which gave the whole celebration an inspiring, unified feel—young students and officers sharing one rhythm for the love of the country.

    An Unexpected Act of Kindness

    As we stood looking for seats, a lady carrying bottled water behind the tents smiled at us warmly. “Would you like some?” she asked. I nodded gratefully and took two bottles—one for me, one for my daughter. It was a small act, but it reminded me that sometimes, patriotism isn’t loud. It’s quiet kindness in the little things we do for others.

    The sun was blazing that morning. Under one of the tents, a uniformed police officer—or maybe he was an administrator—was helping people find seats so they wouldn’t have to sit in the heat. That simple gesture impressed me. Government officers aren’t always known for empathy, yet here he was, guiding people with patience and care.

    Ordinary Kenyan Struggles in Every Corner

    As I sat listening to speeches, my daughter tugged at my hand. “Mummy, can we go play?” she whispered. I asked if she was bored and if we should go home, but she said, “Let’s stay.” Her simple insistence reminded me—sometimes showing up is more important than being entertained.

    Then, an elderly man caught my eye. He walked slowly with a limp, leaning on a stick, yet determined to attend the occasion. Watching him stirred something in me. He could have stayed home, but he didn’t. He knew the meaning of the day—the weight of history and the pride of showing up for one’s country. That moment defined what ordinary Kenyan struggles mean to me: resilience, presence, and dignity even when life isn’t easy.

    Why We Celebrate Mashujaa Day

    Before I go further, let’s pause and remember why Kenya celebrates Mashujaa Day. The day, previously known as Kenyatta Day, honors those who fought for our independence and those who continue to build the nation in their everyday lives. You can read more about its origin and history on BBC Africa, which explains how it evolved from a remembrance of political prisoners to a celebration of all heroes—past and present.

    Today, that definition includes the unsung heroes around us: parents, workers, farmers, students, and hustlers who wake up daily to keep their families and communities alive. Their courage is the heartbeat of Kenya.

    The Hidden Heroes Behind Ordinary Kenyan Struggles

    True heroism doesn’t always make the news. It shows up in small, consistent acts of strength—the mother selling vegetables on the roadside, the father doing two jobs to pay rent, the youth pushing a mkokoteni through traffic to earn just enough for supper.

    It’s also in the woman balancing a sick patient at home while still finding food for her children. Or the hawker selling dawa ya mende from one street to another—have you ever stopped to wonder how much they take home each day? Probably very little. Yet they wake up and do it again tomorrow.

    These are the people who carry Kenya on their shoulders. Their ordinary Kenyan struggles are the real stories of bravery.

    Strength in Simplicity

    That Mashujaa Day event ended beautifully. The organizers handed out soda and buns for the children and plates of rice and beans for adults. The gesture may have been simple, but it brought everyone together—community, laughter, and gratitude filling the air.

    Watching people share food and smiles reminded me that heroism is often found in the ordinary moments we overlook. It’s in how we care for one another, how we keep hope alive, and how we show up even when it’s hard.

    As I looked around, I saw mothers with babies on their laps, elders chatting under trees, and teenagers proudly waving small Kenyan flags. Everyone there represented a story of persistence—proof that ordinary Kenyan struggles are not a weakness but a source of strength.

    How We Can Honor Today’s Mashujaas

    So, how do we celebrate these heroes? We start by noticing them. Appreciate the people around you—the guard who opens the gate every morning, the boda rider who ensures you get home safely, the teacher shaping young minds in rural schools, or the farmer working tirelessly in unpredictable weather.

    Let’s also support one another in tangible ways. Buy from small businesses. Speak kindly. Offer help without expecting a reward. Heroism doesn’t have to be grand—it can be as simple as showing up and doing your best where you are.

    Learning from Ordinary Heroes

    Everyday Kenyans remind us of values that books can’t teach—patience, endurance, and faith. They are the reason we still have hope as a nation.

    If you’re looking for inspiration to strengthen your mindset and organize your daily life, check out these reads that celebrate persistence and discipline:
    📚 Atomic Habits by James Clear
    📚 The Power of Habit by Charles Duhigg
    📚 The Life-Changing Magic of Tidying Up by Marie Kondo

    These books blend lessons on structure, motivation, and small changes—perfect for anyone navigating their own ordinary Kenyan struggles.

    Closing Reflections

    As I walked home that afternoon, holding my daughter’s hand, I realized that every person I had seen that day—the band members, the officer, the old man, the lady offering water—had taught me something about resilience and hope.

    Mashujaa Day isn’t just about remembering heroes from the past. It’s about recognizing the heroes we meet every day. It’s about the courage to show up, the humility to serve, and the strength to keep going when life gets hard.

    So, this year, my Mashujaas are not on posters or in parades. They are in homes, markets, offices, and streets—people like you and me, who rise every morning to face life with grace.

    Call to Action (CTA)

    Who is your everyday hero? Share your story in the comments or tag someone who inspires you to keep going. Let’s make this Mashujaa Day a celebration of ordinary Kenyan struggles—the real heartbeat of our nation.

  • Don’t Give Up: The Cry of a Single Mum — Claim Blessing Now

    A single African mother stands in a peaceful forest, eyes closed and hands clasped in prayer, expressing deep emotion and faith under the words “Don’t Give Up — The Cry of a Single Mum.”

    “Call upon the name of the Lord; the name of the Lord is a strong tower; the righteous run to it and are safe.” — Proverbs 18:10

    Today, I stand at a crossroads. I had to make a choice: give up my dream for my children, or press into God’s promise and ask Him to bless me, enlarge my territory, and protect me. (Jabez prayer) I cried out, “Lord, don’t let me settle for less than what You’ve purposed.”

    If you’re reading this — perhaps you, too, are weary, stretched, and wondering how to carry on — this is for you. Don’t Give Up: The Cry of a Single Mum — Claim Blessing Now.

    When you’re operating in the tension of provision and promise, in seasons where your bank account is empty but your faith is full, that’s when the real stories are born. Today, I want to share my own journey, the lessons I’m learning, and how I lean into God when it feels like the world is pressing in.

    The Stress That Pushes You to God

    They said it couldn’t be done — or at least, you couldn’t do it. A school event needed 3,000 shillings. In many homes, that’s nothing. In my world, it loomed large.

    Working in a place where pay is uncertain often means living in constant anxiety. As of October 16th, I had not been paid for September. I had hoped that today would bring relief. Unfortunately, when I realized it wouldn’t, panic rose inside me. I reached out to friends; one came through, and for that, I’m grateful. Yet afterward, I felt hollow — like my strength had been drained completely.

    At that moment, I ran to God and whispered the Jabez prayer:

    “Oh, that You would bless me indeed, and enlarge my territory,
    Let Your hand be with me, and keep me from harm, and cause me to avoid evil…”

    I needed more than a quick fix. What I needed was a God who could stretch His hand over my life, protect me, and empower me to say yes to the dreams I had for my children.

    The Quiet Place: Finding Solitude to Hear God

    When life noise becomes deafening — with people’s opinions, impossible expectations, bills, and responsibilities — silence becomes sacred. One afternoon, I walked into a grove of trees, away from people, where the wind rustled the leaves, and I could finally hear my own heart.

    There, I told God everything.

    • “I love my children. I want them to grow and flourish.”
    • “I don’t want them to miss opportunities because of my lack.”
    • “I can’t keep borrowing hope from others.”
    • “If people tell me to give up — help me stand firm in Your purpose for me.”

    That quiet conversation wasn’t dramatic; it was raw. Yet God didn’t leave me hanging. He reminded me of His promises: provision, enlargement, protection.

    As I sat there, Proverbs 18:10 came alive: “The name of the LORD is a strong tower; the righteous run into it and are safe.” I ran, I hid, and ultimately, I surrendered.

    When Others Say “Let It Go”

    One of the hardest parts of this journey is hearing people around you say your dreams are too big. Comments like, “You don’t have capacity,” or “It’s too lofty for your situation,” sting deeply.

    However, I’ve learned this truth: God’s dream for you will always stretch you beyond your comfort zone.

    While those voices can wound, they don’t define your future. They whisper, “You can’t.” But God whispers louder: “I’ve called you. I will equip you.”

    So to every single mum who has been told to shrink her dream because of lack, remember this:

    • You are not too much.
    • Your children deserve the best your faith can produce.
    • God Himself will defend your purpose when others misunderstand.

    Lessons from Past Reflections

    Sometimes, looking back helps us move forward. I’ve found strength in my earlier reflections on Lobby Reflections:

    These reflections remind me that every trial is part of a larger redemption story God is still writing.

    Strategies I’m Embracing: Practical Steps While You Wait

    Faith without works is dead, so I try to balance prayer with action. Here’s what I’m doing while waiting on God:

    1. Small Gigs and Side Hustles
      Even a small income stream helps. Maybe you can tutor, bake, deliver, or offer a skill you already have.
    2. Budget Tightening and Priorities
      I now focus on essentials — food, school, rent — and review everything else carefully.
    3. Community and Accountability
      Staying connected to friends who pray and speak truth keeps me grounded.
    4. Daily Retreats
      It doesn’t have to be dramatic. Ten minutes of journaling or quiet prayer realigns my heart.
    5. Speaking the Word
      Each morning, I declare scriptures: “God will supply all my needs” (Philippians 4:19), and “No weapon formed against us shall prosper” (Isaiah 54:17).
    6. Learning and Investing in Myself
      Books that build faith and capacity have been my lifeline. (See my Amazon picks below.)

    Amazon Picks to Strengthen Faith and Courage

    (Affiliate links — thank you for supporting Lobby Reflections!)

    While none of these are quick fixes, they are powerful companions for your soul. Let them ignite hope as you wait for God’s provision.

    Holding Your Dream: Keeping the Vision Alive

    • Write it down. Use a vision board or a simple notebook. Seeing your goals reminds you of what you’re fighting for.
    • Celebrate small wins. If you save even 100 shillings or get a word of encouragement, rejoice in it.
    • Protect your mind. Avoid the voices that limit your belief and feed on the Word daily.
    • Choose consistency over intensity. Slow faith is still faith — one prayer, one act at a time.
    • Share your story. Vulnerability isn’t weakness; it’s ministry.

    A Single Mum’s Prayer of Claiming Blessing

    Lord,
    You see me. You know me.
    I ask — bless me indeed.
    Enlarge my territory — in influence, in provision, in wisdom.
    Let Your hand be upon me.
    Keep me from harm. Protect my children.
    When the voices say quit, speak louder.
    When my heart trembles, remind me You are near.
    Strengthen me to hold my dream.
    I trust You.
    I believe You will move.
    In Jesus’ name, Amen.

    Final Encouragement and Call to Action (CTA)

    Dear single mum — you are not alone. Your tears are sacred, your prayers are heard, and your faith matters. Today, make a decision to claim blessing now. Don’t resign or shrink. God is working even when you don’t see it.

    Read, Pray, and Act:

    • Choose one of the books above and read a chapter this week.
    • Revisit my posts The Cost of Leadership, Faith in Desperate Times, and Redemption for Families.
    • Share this post with another woman who needs to hear: Don’t give up — claim blessing now.
    • Leave a comment below: what’s one thing you’ll do this week to stretch your territory by faith?

    I believe in you. God sees you. He’s not done yet.

  • Lessons from a Burial: A Quiet Lesson on Kindness

    A freshly dug grave with a simple wooden cross in a peaceful cemetery, surrounded by grass and tombstones, symbolizing reflection and life's quiet lessons.

    Sometimes, the deepest lessons from a burial come not from the sermon—but from a silent glance, a soft song, or even the sting of being snubbed.

    I had just begun a five-day break from work. On the very first day, I joined four church friends for a burial trip upcountry. We travelled in one of the group’s personal vehicles — five of us, light conversation, laughter, and that easy road-trip rhythm that makes you forget your responsibilities for a while.

    We joked about snacks, playlists, and who would “represent us well” when it came to serving food later. The mood was great — no heaviness yet, just the warmth of familiar company and gospel music humming softly in the background.

    Arriving Early: The Quiet Observer

    We arrived early, before most guests. The place was buzzing with people reconnecting — long-lost cousins, former classmates, and neighbors exchanging small talk.

    The introvert in me quietly drifted away, found an empty seat under one of the tents, and scrolled my phone as I waited. Sometimes silence is comfort, especially when surrounded by noise that doesn’t require your participation.

    Soon, the atmosphere softened. A young man began to sing soulful gospel tunes, accompanied by gentle piano chords. His voice carried through the air — calm, pure, and deeply moving.

    That’s when I took a proper look around. We were in a large school compound, with tents arranged in a U-shape. Behind us stood a storied classroom block, and faint sounds of schoolchildren drifted through the windows. Life, as always, moving on.

    The Ceremony and the Sermon I Forgot

    The program began: opening prayers, family tributes, and stories about the deceased — a 46-year-old man described as kind, hardworking, and devoted.

    Then came the sermon. I wish I remembered what the preacher said, but I honestly don’t. Maybe my mind wandered, maybe grief numbed me, or maybe I was just tired from the journey.

    Yet even without recalling the words, I remember the feeling — that quiet reminder that our days are limited, and our impact on others is what truly remains.

    For more reflections like this, you can read my earlier post “The Thankless Job of a Hero: The Cost of Leadership”, where I explored how even unnoticed acts can shape lives.

    The Moment I Was Snubbed

    Then came the offering time. My friends were seated on my right, and to my left was a lady holding a copy of the eulogy booklet that included the hymn lyrics.

    The songs were in my vernacular language — beautiful, nostalgic, filled with childhood memories of church choirs and shared faith. I leaned over politely and asked if I could borrow her booklet so I could sing along.

    She looked at me briefly… then looked away. No response. No explanation. Just silence.

    For a few seconds, I froze. It wasn’t anger I felt — more of surprise. Maybe even embarrassment. I smiled weakly and sat back, pretending it didn’t matter, but inside, something ached.

    Reflecting on the Snub

    As the service went on, I kept thinking about it. Maybe she was grieving. Maybe she was guarding her copy. Or maybe she just didn’t feel like sharing.

    We never really know what people are carrying. Still, the moment stuck with me — not because it was cruel, but because it was a quiet lesson.

    How often do we overlook small opportunities to be kind? A smile. A shared booklet. A simple acknowledgment. They cost nothing, yet they can warm even the coldest moments.

    Later, during the drive back, I hummed one of the hymns softly to myself and realized — the lesson wasn’t about being snubbed. It was about keeping a soft heart even when the world forgets gentleness.

    If you’ve ever been in a similar situation, you might relate to “Handling Unstable Customers in Customer Care Kenya”, where I wrote about staying calm and kind in challenging moments.

    Lessons from a Burial: Small Kindnesses that Matter

    Every experience — even a burial — carries a hidden message. For me, this one whispered three truths that have stayed with me:

    1. People are layered.
      We see reactions, not reasons. Everyone is fighting invisible battles.
    2. Silence teaches.
      The moments we’re ignored or overlooked often sharpen our empathy.
    3. Kindness never expires.
      You don’t lose anything by being kind — even when others aren’t.

    It reminded me of something I once wrote in Blending Technology and Human Care:

    “The heart of every interaction — digital or human — is empathy.”

    And it’s true. Whether in customer service, at home, or in a rural funeral gathering, our behavior toward others is what defines us most.

    Books That Shape Emotional Awareness

    After returning home, I journaled about the experience. That’s when I realized I had unconsciously been collecting books that teach kindness and awareness — small daily practices that keep the heart open.

    If you’ve ever struggled to stay kind when the world feels indifferent, these reads might speak to you:

    Each of these books has taught me that emotional maturity isn’t built in grand gestures — it’s nurtured in the small, daily choices to stay kind, calm, and aware.

    Grace in the Mundane

    When I think about those five days off, that trip stands out — not for the food, or the speeches, but for that one quiet moment that changed how I see people.

    Life is full of individuals who will ignore you, misunderstand you, or simply overlook your presence. But when you choose gentleness over bitterness, you win a quiet victory every single time.

    Next time you’re tempted to withhold a small act of kindness — whether it’s sharing a seat, offering a smile, or lending a hymnbook — remember: someone might be silently needing that grace.

    Because the greatest lessons from a burial often come long after the grave is covered — in how we choose to live, love, and extend compassion while we still can.

    Related Reads:

    Outbound Resource:
    Learn more about empathy and human connection from the Greater Good Science Center at UC Berkeley.

    💬 Join the Reflection

    What small moment has ever taught you a big lesson?
    Share your story in the comments below or tag me on Facebook — I’d love to hear your reflection.

    ✨ Explore my recommended reads and tools on Amazon — they’ve shaped many of the stories you read here.