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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Too Tired to Finish Work? How to Handle Unfinished Tasks Without Guilt
It’s Friday.There’s a project I wanted to finish this week. Just one.It’s been sitting on my desk — blinking at me between phone calls, greetings, and that never-ending list of tasks that come with customer care. Now it’s the end of the week, and the task still waits.And honestly? I’m still here — looking at…
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Invisible Work in Customer Service: What Really Counts
You’re not working.” That statement hit hard. It was a Thursday afternoon when my supervisor at the insurance firm summoned me to his office. I had walked into that meeting with a clear conscience and walked out questioning my value. “Your numbers don’t reflect work,” he said. But whose numbers were they, really? My role…
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How to Grow a Hustle with Zero Capital – Soft Pitching and Lipa Mdogo Mdogo
On Sunday, I casually told a friend who owns a shop, “By the way, I’m selling deras…” and just like that, I got a customer! She agreed to take one and pay lipa mdogo mdogo. On Monday, she gave me Ksh 100, then Ksh 200 on Tuesday—hopefully she’ll finish today or by Friday. That one…
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Book Review: The Da Vinci Code by Dan Brown – Symbols, Faith, and Hidden Truths
Date: 27th May, 2025 Introduction: Why I Re-Read The Da Vinci Code I first read The Da Vinci Code by Dan Brown a few years ago, and it instantly became one of the most thought-provoking mystery thrillers I’d encountered. This book review of The Da Vinci Code reflects on my recent re-read—and what I found…
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When the God Who Calls You Also Confronts You
The God Who Calls and Confronts This Sunday, my reflections rest on a passage that has always left me both inspired and unsettled: the calling of Moses in the book of Exodus. It begins with a dramatic encounter. God appears to Moses in the burning bush, declaring His concern for the Israelites’ suffering in Egypt.…
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When You Can’t Meet Expectations: The Heavy Price of Disappointing Customers
If you’ve ever watched a customer walk away without saying a word, you know the silent sting of failure. In business, managing customer expectations is more than being polite—it’s survival. Your ability to anticipate, prepare, and deliver determines whether customers stick around or disappear for good. Customer service is not just about answering calls or…
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The Power of Listening: Reflections on Care and Compassion in Customer Service
Customer care is often described in terms of speed, efficiency, and problem-solving. But behind the desk, where human interactions unfold daily, another dimension emerges—one that is less about systems and more about the soul. True care in customer care is not merely transactional. It is relational, emotional, and deeply human. At the SHA office where…
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“Surviving a Tough Workday in Kenya”
When a Day Goes Wrong There are tough days at work that seem determined to humble you. Days when you wake up already behind — and everything after that is a cascade of delays, disappointments, and small office disasters. I remember one such morning at a law firm. A Morning of Chaos and Courtrooms I…
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The Avocado Must Be Perfect: Tales from My Grocery Store Days
What I learned from picky customers, early morning market runs, and fruit-loving gym guys Running a small grocery store in the estate is not for the faint of heart. The early mornings, the endless customer questions, the price haggling, and yes—the highly particular customers—all come together to make grocery work both exhausting and oddly entertaining.…
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Inspiring Street Sales Stories: A 77-Year-Old Grandmother’s Hustle in Kenya
Every city corner holds inspiring street sales stories in Kenya—tales of hard work, hope, and resilience from people who hustle daily to make a living. Yesterday, I witnessed one such story that touched me deeply. At a busy Nairobi crossing, a 77-year-old grandmother was selling avocados with a smile that carried decades of strength and…