Welcome to Lobby Reflections
Welcome to Lobby Reflections — a customer care and business storytelling platform where real workplace experiences become practical lessons for better service, communication, and customer experience.
If you’re new here, Start Here.
Lobby Reflections was born from my experiences in customer-facing roles — listening to people, observing interactions, serving customers, and learning from the moments that happen every day between businesses and the people they serve.
I believe some of the most valuable customer care lessons don’t come from textbooks.
They come from real life.
A customer who had to wait.
A receptionist who made someone feel welcome.
A staff member who missed an opportunity to help.
A simple act of empathy that completely changed an experience.
These everyday moments have something to teach us.
Who Is Behind Lobby Reflections?
I’m Jackline Wambui, a Customer Care Storyteller, Customer Care Trainer, Business Consultant, and author of Behind the Counter: Practical Customer Care Lessons from Real Work Experience.
My work combines storytelling and practical customer-care insight.
Rather than simply saying, “Businesses should improve customer service,” I use real experiences and stories to explore why customers behave the way they do, how employees respond, and what businesses can do differently.
Over time, I have learned that customer care isn’t simply about answering questions or solving complaints.
It is about how people feel at every touchpoint.
What Is Lobby Reflections About?
Lobby Reflections explores the human side of business and service.
Here you’ll find stories, reflections, and practical lessons about:
Customer Care
Real customer experiences and practical lessons about communication, empathy, professionalism, service delivery, and customer experience.
Business & Entrepreneurship
Lessons from everyday business experiences, small businesses, entrepreneurs, and the realities of serving customers.
Workplace & Service Stories
Stories from the environments where customer experience is created — from reception desks and hotels to offices, shops, institutions, and other customer-facing spaces.
Personal Reflections
Because the person serving the customer is also human, Lobby Reflections sometimes explores personal growth, resilience, faith, and the lessons life teaches us.
These reflections are part of the wider story, but customer care remains at the heart of Lobby Reflections.
Start With These
New to Lobby Reflections? These are a few pieces I recommend starting with.
Empathy Is the Front Desk: Turning Service into Care
A real customer interaction that reveals why empathy is at the heart of excellent service.
[Read Empathy Is the Real Front Desk →]
Customer Etiquette at the Front Desk
What happens at the front desk can shape a customer’s entire impression of an organisation. Explore practical lessons about communication, awareness, professionalism, and the small behaviours that influence customer experience.
[Read Customer Etiquette at the Front Desk →]
Behind the Counter
My book brings together practical customer care lessons drawn from real workplace experiences, everyday interactions, and moments of service.
Work With Me
If you’re a business owner or organisation looking to improve customer experience, staff communication, service delivery, content, or social media, discover how we can work together.
Behind the Counter: The Book
My experiences eventually became more than individual stories.
They became a book.
Behind the Counter: Practical Customer Care Lessons from Real Work Experience brings together real service experiences and turns them into practical lessons that can be applied in everyday workplaces.
The book is for anyone who works with customers — from receptionists and front-desk teams to business owners, managers, hospitality workers, retail employees, and other customer-facing professionals.
What Can You Find Here?
If you’re looking for practical customer-care ideas, start with the Customer Care section
.
If you’d like to explore the wider collection of stories and reflections, visit Reflections
.
If you’d like to understand more about my work and experience, visit About
.
And if you’re interested in working together, visit Work With Me
.
Work With Me
My work goes beyond writing about customer care.
I help businesses and professionals think more intentionally about the experience they create for their customers.
Depending on your needs, I can help with:
- Customer care training
- Customer experience improvement
- Business consulting
- Content strategy
- Customer-focused social media management
- Storytelling and content writing
Stay Connected
Lobby Reflections is a growing conversation about people, service, business, communication, and the small moments that matter.
Follow along, read the stories, share your own experiences, and join the conversation.
Because every interaction tells us something.
And sometimes, the smallest customer experience can teach the biggest lesson.
Welcome to Lobby Reflections.
Real Experiences. Practical Lessons. Better Service. Stronger Connections.