Lobby reflections

Category: Business Hustles

“Stories, tips, and lessons from small ventures, side gigs, and real-life hustles — where everyday challenges meet big dreams.”

  • Power of Consistency: Finding Purpose in Routine

    An elderly African man wearing a blue cap and jacket pushes a bicycle with a large milk can along a rural road at sunrise, symbolizing consistency and resilience.

    Power of Consistency: Finding Purpose in Routine

    Every morning, I walk 4 kilometers to work. At first, it was tough—lungs burning, legs sore, unsure if I’d make it. But I stuck with it. Step by step, I discovered the power of consistency. Not just physical results like weight loss and strength, but a deeper sense of purpose.

    This routine became more than a commute. After childbirth and recovery, it helped me reclaim myself—emotionally and mentally. I realized that when you show up daily, even in silence, you’re building something bigger than just a habit. You’re building a life.

    A : Power of consistency

    This walk wasn’t just about getting to work anymore. Coming out of the vulnerable post-birth season, it felt like I was reclaiming myself. The road became a place of reflection, renewal, and peace. The power of consistency taught me that growth doesn’t come from one grand act—it’s the everyday effort that shapes us.

    💬 “Consistency is more important than intensity.” — James Clear, author of Atomic Habits

    And it’s true. Walking every day helped me believe in my own strength again.

    As I continued this routine, I discovered something more valuable than just fitness. I discovered the power of consistency — the quiet strength that builds resilience, purpose, and even joy in the small, daily steps.

    As author James Clear explains in this insightful article on consistency, small repeated actions often lead to the biggest results over time.

    The Milkman Who Walks with Purpose

    Then I noticed the milkman.

    An elderly African man, probably in his sixties, pushing a bicycle with a 100-litre milk tin. He wore the same blue coat and cap each day. Whether the sun blazed or the rain poured, he showed up — always pushing forward.

    The first time I saw him, I felt sorry. This must be too much for someone his age, I thought. But day after day, there he was. That’s when I realized: this wasn’t about pity. This was about purpose. He was living the power of consistency, not just to earn a living, but to preserve his dignity.

    Meeting Him Face to Face

    Months passed, and one day, he walked into my office. I work as a security guard at a government health insurance parastatal. He had come to follow up on SACCO contributions that weren’t reflecting in his NHIF (now SHA) account.

    I watched him go back and forth—calm, steady, patient. Eventually, our officer called the SACCO and sorted it out. That day, I finally asked him, “How do you do it? Walk every day with that heavy bicycle?”

    He looked at me and said,

    “I don’t want to be anybody’s liability. As long as I can move each day, I got to go.”

    That sentence has never left me. It embodied the power of consistency in such a quiet, strong way.

    Recommended Gear for Daily Walkers

    If you’re trying to build your own walking routine, comfort is everything. These items help me stay consistent and injury-free:

    🥿 Supportive Walking Shoes
    Comfortable and light, perfect for daily 4km walks.

    🧦 Anti-Blister Socks
    Protect your feet and keep moisture away.

    🌧️ Reflective Rain Jacket
    Essential for those rainy or early morning commutes.

    Affiliate disclosure: I may earn a commission if you buy through the above links—at no extra cost to you.

    More Than Just a Commute

    Both the milkman and I walk every day, for different reasons. But what unites us is that consistency has given us strength. It’s not glamorous. No one claps for you at 6:30 AM in muddy shoes. But this daily rhythm builds character, stamina, and mental resilience.

    In a world obsessed with instant results, the power of consistency is a quiet rebellion. A choice to grow slowly, purposefully, with faith in the outcome.

    From the Road to the Office: Consistency in Customer Care

    Consistency is not just for walking — it matters in every role we play. In my customer service job, I’ve seen how steady patience can defuse even the most difficult client situations.

    If you’ve ever wondered what customer care looks like behind the desk, check out this honest piece:
    👉 Handling Unstable Customers in Customer Care Kenya

    We often underestimate how much power there is in simply showing up. Every day.

    #PowerOfConsistency #DailyRoutineMatters #InspirationFromEverydayLife #WalkingToWork #CustomerCareChronicles #AtomicHabitsInAction

  • How My Customer Care Journey Began: From Mum’s Shop to Supermarket Sales

    A Kenyan woman standing inside a small shop filled with second-hand clothes, smiling as she serves a customer — symbolizing the humble beginnings of a customer care journey.

    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.

    👉🏾 Related Post: Blending Technology and Human Care

    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.

    👉🏾 Related Post: Customer Service in Microfinance

    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:

    1. Presence: Listening actively, not just waiting to respond.
    2. Integrity: Doing what’s right, even when no one is watching.
    3. 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.

    👉🏾 You might also enjoy: The Thankless Job of a Hero

    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.