Work With Me

Customer Experience Services in Kenya

Good customer service is not only about what you sell. It is about what your customers experience when they ask a question, send a WhatsApp message, walk through your door, make a complaint, or need help.

At Lobby Reflections, I help businesses communicate better, serve customers more effectively, and create experiences that build trust.

I am Wambui, a Customer Care Trainer, Storyteller, Business Consultant, Speaker, and author of Behind the Counter: Practical Customer Care Lessons.

My work combines real customer-facing experience, storytelling, communication, training, and practical business insight to help businesses strengthen the way they interact with their customers.

Explore Lobby Reflections to discover the real stories and customer-care lessons behind my work.

How I Can Help Your Business

Customer Care Training

Your staff may know their job—but do they know how to make customers feel heard, respected, and valued?

I provide practical customer care training for individuals and teams working in customer-facing environments.

Training can cover:

My approach is practical and rooted in real customer-facing experiences rather than theory alone.

You can also explore my book, Behind the Counter: Practical Customer Care Lessons, where I turn everyday workplace encounters into practical customer-care lessons.

Customer Experience Consulting

Sometimes the problem isn’t that your employees don’t care.

The problem may be the way the customer journey is designed.

I help businesses look at customer interactions from the customer’s point of view and identify opportunities to improve communication, service delivery, and trust.

This can include reviewing:

The goal is simple: help you see your business through your customer’s eyes.

Customer-care systems and standards matter too. The Communications Authority of Kenya’s Consumer Protection Guidelines and Customer Care Standards provide guidance on areas such as professional customer care, complaints, feedback mechanisms and accessible customer-care channels.

Content Writing & Business Storytelling

Your business has a story. The challenge is communicating it clearly enough for people to understand, remember, and trust.

I create human-centered content that helps businesses communicate their value without sounding robotic or overly complicated.

This includes:

My writing is informed by real customer and workplace experience.

I don’t simply write about businesses. I look for the human story behind the business.

Customer-Focused Social Media Support

Social media is often the first place a potential customer encounters your business.

Before they visit your shop, office, clinic, hotel, school, or service centre, they may already have looked at your social-media page.

I help businesses create consistent, customer-focused communication online.

This can include:

I believe social media is not just about posting.

It is another customer touchpoint.

Business Communication Support

Sometimes a business does not need a complete marketing strategy.

It simply needs to communicate better.

I can help you improve customer-facing communication such as:

The aim is to make your communication clear, professional, warm, and easy for customers to understand.

Because sometimes a word that is completely familiar to you can leave your customer confused.

Good customer communication starts by meeting people where they are.

Speaking & Workshops

I speak and facilitate practical sessions around:

My talks draw from real experiences in customer-facing environments and the lessons I have captured through Lobby Reflections.

Kenya’s own Huduma Kenya Customer Service Excellence framework highlights the importance of customer-centric service, continuous staff training, feedback, courtesy, respect, dignity and service standards.

I believe some of the best customer-care lessons are not found in manuals.

They are found behind the counter, at the reception desk, on the phone, in a WhatsApp conversation, and in the everyday moments when businesses meet people.

Why Work With Me?

I bring something different to customer experience work.

I have spent years in customer-facing environments, including clinics, offices, law firms, and other service settings.

Those experiences have taught me to pay attention to what happens between the business and the customer:

The greeting.
The waiting.
The explanation.
The tone.
The complaint.
The apology.
The follow-up.
The small gesture that makes someone feel seen.

I don’t approach customer experience only as a business concept.

I approach it from the perspective of the person standing on the other side of the counter.

When you work with me, you get:

My Philosophy

I believe customer care is everyone’s responsibility.

The receptionist matters.

The person answering WhatsApp matters.

The security guard matters.

The cashier matters.

The salesperson matters.

The manager matters.

And the business owner matters.

Every interaction contributes to the story a customer tells about your business.

That philosophy is at the heart of Lobby Reflections and my book, Behind the Counter.

Who I Work With

My services are suitable for:

If your business depends on people trusting you, communicating with you, buying from you, returning to you, or recommending you, customer experience matters.

Let’s Work Together

Are you struggling with customer complaints?

Do your staff need practical customer-care training?

Does your business need clearer customer communication?

Is your social media active but not really serving your customers?

Or perhaps you simply want someone to look at your business from the customer’s point of view.

Let’s talk.

Tell me what you are trying to improve, and we can explore how I can help.

Email: lobbyreflections@gmail.com
WhatsApp: 0746 011 448

You can also visit the Contact page to send me a message.

Explore More From Lobby Reflections

If you would like to understand my approach before we work together, start here:

Ready to Improve Your Customer Experience?

Better communication. Better service. Stronger customer relationships.

Let’s build it together.