Blog
Welcome to Lobby Reflections
Helping businesses improve customer care—one real story at a time.
Lobby Reflections is a place where everyday experiences become practical lessons. Here you’ll find real customer care stories, business insights, Fundi Chronicles, and thoughtful life and spiritual reflections—all written to inspire better service, stronger leadership, and personal growth.
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How Social Media Customer Service Builds Trust
Monday Field Notes #4 – Inspired by Doree Fred Boutique, Chuka Town Before a customer walks through your door, they have probably already visited your business. Not physically. But digitally. They have scrolled through your Facebook page. They have looked at your photos. They have read your comments. They have noticed whether you reply to…
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Selling at the Market: Lessons in Customer Care & Business | Monday Field Notes #3
“Sometimes the longest journey isn’t the road you walk. It’s convincing yourself to try again after your first attempt didn’t go as planned.” On the morning of 23rd July, I woke up with one mission: prepare my daughter for school and head to the market to sell some of my unused clothes. Simple enough. Yet…
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Hotel Customer Service Lessons from Lowlands Hotel & Spa | Monday Field Notes #2
Some businesses promise excellent customer service. Others quietly demonstrate it through the small things they do every day. Last Monday, after taking my daughter to school, I decided to do something different. Instead of heading straight home, I visited Lowlands Hotel & Spa in Chuka. I wasn’t checking into a room or attending a conference.…
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From Fired Up to Fired: Navigating Faith and Job Loss in Kenya as a Working Mum
There are moments I look at my career journey and laugh—not because it was funny, but because if I don’t laugh, I’ll cry. Maybe you’ve been there too: jobs started with fire in your belly, only for reality—or life—to rewrite your script. Mine is a tale of bold moves, awkward exits, and the unplanned twists…
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Boost Your Evening Routine: 7 Simple Habits for Restful Nights & Productive Mornings
What if the secret to a powerful tomorrow wasn’t in your morning coffee—but in what you do tonight? A strong morning routine is important, yes, but it’s your evening routine that sets the foundation for calm sleep and fresh energy. In this guide, we’ll explore how to boost your evening routine for better sleep and…
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Choosing Faith in Seasons of Lack: A Reflection on God’s Provision and My Journey Through the Desert
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. It has been a long stretch of waiting, hoping, praying, and quietly facing…
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First Impressions in Customer Care Matter
First impressions in customer care can shape confidence, loyalty, and even life decisions. Often, we underestimate how powerful a single service interaction can be — until we experience one that lingers in our memory for years. For example, I learned this lesson the day I decided to try a weave for the first time. Although…
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Front Desk Customer Service: My First Day as a Security Guard
Lessons from the Lobby Every day, front desk customer service begins long before a customer reaches the service desk. On my first day as a security guard, I learned that excellent front desk customer service isn’t just about following procedures—it’s about helping people understand them. This is the first story in my From My Corner…
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Finding My Voice: From Judy the Nun to Lobby Reflections
Have you ever felt invisible in a room full of possibilities? That was me in primary school boarding, long before I fully understood that I was slowly beginning the journey of finding my voice. I would watch classmates walk around confidently with thick novels tucked under their arms while I wondered how anyone could willingly…
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First-Time Customer Experience: Skill or Care?
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…