Before I ever stepped into an office or wore a name tag, I was already learning the art of customer care — not from a training manual, but from the small shop my mother ran by the roadside. Looking back, I realize that the most meaningful lessons in my customer care journey didn’t come from a corporate orientation or a polished supervisor. They started much closer to home — in the dusty aisles of Mum’s shop, surrounded by laughter, bargaining, and the scent of second-hand clothes.
Those early days shaped how I see service, responsibility, and even leadership. What looked like simple daily routines were actually my first steps in the long, beautiful, and sometimes bumpy customer care journey that continues to this day.
How My Customer Care Journey Started at Home
As a teenager, I was still figuring out who I was — somewhere between schoolwork, friends, and chores. Whenever Mum needed to step away, she would leave me in charge of the shop. My instructions were clear: serve sodas cold, follow her pricing rules, and always return the correct change.
What seemed like a simple duty turned out to be my first real training in customer service. Every smile from a customer, every coin counted right, and every polite “thank you” built my confidence. It felt good to serve others and to be trusted with something meaningful.
Those moments taught me that good customer care isn’t about a title or a uniform — it’s about attitude. Whether in a small shop or a big company, how you treat people defines the experience.
But of course, not all days were easy.
The Day My Customer Care Journey Took a Turn
One afternoon, council askaris appeared unannounced. At the time, it was mandatory for every business to display the president’s portrait. Ours, unfortunately, was tucked in a drawer. Before I could explain or even breathe properly, they whisked me away and took me to court.
I was terrified. The courtroom felt cold and intimidating. A man approached and offered legal help, telling me to plead not guilty along with others. Out of fear and confusion, I agreed. The next few hours felt endless — a blur of waiting, anxiety, and tears.
Then, like a storm breaking, Mum appeared. She was furious but also fiercely protective. Within minutes, she clarified the misunderstanding, paid a small fine, and got me released. I can still remember the mix of anger and relief in her voice when she said, “Next time, display the portrait!”
That incident taught me more than any textbook ever could. I learned about responsibility — that being left in charge means understanding every rule, even the ones that seem small. I also realized that in business, ignorance is not an excuse. Whether it’s licenses, receipts, or compliance, small details can make or break your peace.
Lessons That Shaped My Customer Care Journey
That day changed how I handled every task after that. I became more cautious, more observant, and more respectful of systems. But it also deepened my empathy. I saw how easily things can spiral when someone simply doesn’t know.
It taught me something every customer care professional should understand: people often act out of fear or confusion, not defiance. Patience, therefore, isn’t optional — it’s the foundation of great service.
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From Street Sales to Strengthening My Customer Care Journey
Years later, after college, I found myself in a totally different setup — standing outside supermarkets, selling car tracking insurance. It wasn’t glamorous, but it was honest work. My job was to approach shoppers, explain the product, and hopefully, convince them to sign up.
As an introvert, this was my personal mountain. Talking to strangers was hard. Rejection stung. Yet every morning, I showed up, determined to do better than yesterday. Over time, I learned how to read facial expressions, adjust my tone, and handle the word “no” without taking it personally.
Some customers smiled and declined politely. Others dismissed me with a wave. A few listened — and even if they didn’t buy, they left with a good impression. Each interaction was a new classroom. I was unknowingly building my emotional intelligence, one conversation at a time.
These moments reminded me that customer care isn’t confined to a desk. It’s in every word, every smile, and every effort to connect.
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Books That Strengthened My Customer Care Journey
During this period, books became my quiet coaches. When rejection felt heavy or motivation ran low, reading recharged me.
One book that left a deep mark was How to Make Friends That Last by Paul Richter. The lessons on listening, empathy, and connection transformed how I approached clients. I learned that being genuine is far more persuasive than using perfect words.
Later, I discovered The Introvert’s Edge to Sales by Matthew Pollard — a game changer. It taught me that introverts don’t need to mimic extroverts to succeed in sales. Our strength lies in thoughtful conversations, attentive listening, and strategic preparation.
📚 Check out these books on Amazon:
And for anyone juggling side hustles, I recommend using a Small Business Daily Logbook — a simple tool for tracking sales, expenses, and goals. It keeps you consistent and accountable.
🛒 See the Small Business Daily Logbook on Amazon
(Affiliate disclaimer: This post contains affiliate links. If you buy through them, I may earn a small commission at no extra cost to you. Thank you for supporting Lobby Reflections.)
The Real Meaning of Customer Care
With every new role I took on — whether in sales, data entry, or front desk work — the same truth followed me: customer care is a mindset.
It’s not about always being cheerful. It’s about being present. It’s about treating each person — whether angry, confused, or grateful — as human first.
Great service is built on three things:
- Presence: Listening actively, not just waiting to respond.
- Integrity: Doing what’s right, even when no one is watching.
- Compassion: Remembering that people come to you because they need help.
When you practice these, every role becomes meaningful — even the smallest one.
Why My Customer Care Journey Still Matters Today
From the counter of Mum’s shop to the crowded supermarket entrance, my customer care journey has been full of real-life lessons. I’ve learned that good service doesn’t require a title or a corporate badge — just a genuine heart and a willingness to grow.
Even now, as I write for Lobby Reflections, I draw from those humble beginnings. Every story, every article, and every reflection is rooted in those early lessons — of patience, humility, and emotional intelligence.
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A Note to Small Business Owners on Building a Lasting Customer Care Journey
If you run a small business, don’t underestimate the value of everyday interactions. Every smile counts. Every returning customer is a vote of confidence. And every challenge you face is preparing you for something bigger.
Take time to learn your systems, document your progress, and treat your customers like partners — not just buyers. Whether you’re selling sodas, deras, or digital products, the principles remain the same.
💡 For more tips on business growth and service improvement, check out resources from the SME Founders Association Africa or HubSpot’s Customer Experience Blog for practical guides.
💬 Over to You
Do you remember the first time you served someone — maybe in your parent’s shop, a summer job, or helping a neighbor?
🌟 What was your first customer care journey moment? I’d love to hear your story. Share it in the comments or message me directly.
Because at the end of the day, every service story matters — and every humble start has value.
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