About

Welcome to Lobby Reflections

Hi, I’m Jackline Wambui, a Customer Care Trainer & Storyteller, Business Consultant, Speaker, and author of Behind the Counter: Practical Customer Care Lessons.

I am also the founder of Lobby Reflections, a platform built around one simple belief:

Every customer interaction tells a story.

Lobby Reflections began as a blog documenting real customer-care experiences in Kenya.

Over time, it has grown into a platform where customer experience, storytelling, business, communication, and personal growth come together.

I use stories from everyday interactions to explore what they can teach us about people, businesses, communication, and the way we serve one another.

My Journey

My understanding of customer experience comes from being on the ground.

Over the years, I have worked in healthcare, legal services, government service environments, offices, retail, and small business ventures.

These experiences placed me on both sides of the customer experience.

Sometimes I was the person serving.

Sometimes I was the customer.

And sometimes I was simply watching what happened between the two.

I learned that customer care is much more than answering questions or solving problems.

It is about:

Those everyday encounters became the inspiration behind Lobby Reflections.

Why I Started Lobby Reflections

I noticed that many of the most valuable customer-care lessons happen in ordinary places.

At the reception desk.

Behind the counter.

In a small shop.

On a telephone call.

Through a WhatsApp message.

At a clinic.

In an office.

At a market stall.

Sometimes the lesson comes from excellent service.

Sometimes it comes from a disappointing experience.

And sometimes the most powerful lesson comes from the smallest human gesture.

I began documenting these experiences because I believe ordinary interactions can teach extraordinary lessons.

That became the heart of Lobby Reflections.

From Stories to Practical Lessons

As the platform grew, I began seeing a bigger opportunity.

The stories were not simply stories.

They were lessons businesses could use.

A complaint could teach us about communication.

A confused customer could reveal a gap in our processes.

A kind receptionist could demonstrate the power of empathy.

A small business owner could teach us about resilience and customer relationships.

A difficult interaction could show us what happens when businesses forget to see things from the customer’s perspective.

This is why I don’t simply tell customer-care stories.

I look for the lesson behind the interaction.

What I Do Today

Today, I use my experience and storytelling skills to help businesses and professionals think differently about customer experience.

Customer Care Training

I provide practical training that helps individuals and teams improve communication, customer interactions, complaint handling, front-desk service, and service culture.

Customer-care standards and consumer protection are also important parts of creating responsible service environments. The Communications Authority of Kenya’s Consumer Protection Guidelines and Customer Care Standards

provide useful guidance for businesses and service providers operating in Kenya.

Customer Experience Consulting

I help businesses look at their services from the customer’s point of view and identify opportunities to improve communication, customer journeys, and everyday interactions.

Storytelling & Content

I help businesses communicate their stories through thoughtful, human-centered content that connects with real people.

Speaking & Workshops

I speak and facilitate conversations around customer care, customer experience, communication, storytelling, and the human side of business.

You can explore these services on my Work With Me

page.

Behind the Counter

My experiences eventually became more than blog posts.

They became a book.

Behind the Counter: Practical Customer Care Lessons brings together practical observations and lessons from everyday customer-facing experiences.

The book reflects the same philosophy behind Lobby Reflections:

Look beyond the transaction.

Look at the person.

Look at the experience.

Explore Behind the Counter: Practical Customer Care Lessons

.

What You’ll Find on Lobby Reflections

Lobby Reflections continues to explore:

Some posts are practical.

Some are reflective.

Some tell a story.

And some simply make you stop and think.

But they all have one thing in common:

There is a lesson somewhere behind the experience.

Why Storytelling Matters

Every customer complaint has a story behind it.

Every loyal customer has a story.

Every business has a story.

And every employee who interacts with customers becomes part of that story.

Statistics can tell us what happened.

Storytelling can sometimes help us understand why it happened.

That is why storytelling remains central to my work.

Through stories, we can explore the emotions, expectations, frustrations, choices, and small moments that shape customer experiences.

And when we understand those moments better, we can begin to serve people better.

The Bigger Purpose of Lobby Reflections

Lobby Reflections is not about pretending that every customer interaction will be perfect.

It is about learning from what happens.

A business can make a mistake and learn from it.

A customer can complain and reveal an opportunity.

An employee can struggle and discover a better way of doing things.

A small business can start with very little and still create an experience that customers remember.

There is something to learn in all of it.

My goal is to keep bringing those lessons to the surface.

Let’s Connect

If you are a:

—you are welcome here.

And if you are looking for support with customer-care training, customer-experience consulting, storytelling, content, or speaking, I would love to hear from you.

You can contact me or explore my services

.

Thank You for Being Here

Lobby Reflections started with stories from everyday customer interactions.

It has grown into something bigger:

A place to observe, reflect, learn, and serve better.

Thank you for reading, sharing, commenting, asking questions, and being part of the journey.

I hope that somewhere along the way, a story here makes you stop and think:

“What can I do differently the next time I interact with a customer?”

Because ultimately, that’s what Lobby Reflections is about.

Better communication.
Better customer experiences.
Better human connections.

Warm regards,

Jackline Wambui
Customer Care Trainer & Storyteller | Business Consultant | Speaker | Author of Behind the Counter
Founder, Lobby Reflections