Bank Customer Service Experience: What a Morning at KCB Taught Me
Monday Field Notes #5: A Morning at KCB Before I entered KCB that morning, something else caught my attention — the building. I have always appreciated buildings with character, and this one caught my eye because of its design and distinctive stonework. There was something aesthetically pleasing about the way the structure came together, and […]
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 […]
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 […]
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. […]
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 […]
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 […]
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 […]
Valentine’s Day Customer Care: Create Memorable Experiences
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 […]
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 […]
Pressure at the Front Desk: When Systems, Policy, and Humanity Collide
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 […]