I’ve been distracted for the last few weeks participating in a branding exercise for a new transit agency in Dar Es Salaam, Tanzania. In the implementation of my process I have witnessed many examples of superior customer service. One great example is my driver, who shuttles me twice daily from my hotel on the Indian Ocean to my office north of the city. He arrives promptly and quickly jumps out of his car, relieves me of my heavy backpack, opens my door and makes sure i am securely seated. If on our way into the office I would like to drop into a shop for something, he accompanies me into the store to be sure that I am treated properly. All this is part of his flat fee.
I see it as an brilliant case of over delivering on his promise to get me to my location in an aloted time. It influences how I am delivering my services to my hosts. The situation with my driver is he is making fairly modest wages by North American standards. He realizes that my regular business, is important to him. He lets me know that my schedule is paramount with him. He sincerely wishes to make my twice daily journey a comfortable one. I enjoy, that he sees me as his English teacher.
When was the last time a taxis driver actually opened the door for you to enter their cab? If ever. Why is it that small business on this continent, go out of their way to under-deliver on service. It’s as if they aske the question, “How little can I offer and receive the greatest profit?” I think we need to do an “Omari” and show customers how much we appreciate their business – we can still learn.
Once my assignment is completed here, I hope to show my readers the dramatic branding results I’ve been able to present to my clients.
Your article changed my mind about Africa.Thanks for the article.
A taxi driver never opened the door for me! That’s great!
I guess it shows that good service does exist in this world – even if I had to go to Africa to find it.
My driver has never even fathomed the concept of brand, but his is good with me.
Thanks for commenting Joe and WS.
In africa the rules are to be changed a little bit as their market is having a different set of the customers. Just a little care can help you establish your carrier there.
Where ever I go in my hotel, they assist me, telling me I am King here. I’ve never seen that in Canada.
Transportation customer service here in the States is often found wanting, Ed.
At our logo apparel company we’ve built our foundation on personal and attentive customer service. This has helped us retain a core of enthusiastic customers who promote our business far more effectively than any outside marketing effort.
From my experience, treating your customers like a royal family is one of the most effective ways of building your brand.
You sound like you’ve got the right attitude Jim. I treat like I’d like to be treated.
Ed, I believe it is all about determination and goal setting. These countries need to grow and the only way to start building a good brand reputation is to create ” ambassadors ” like you all around the world.
Do you believe there is the foundation for them to sustain this new way of thinking? I have travelled in Africa a little and I can say that these people are starving to learn and grow. Angola is growing very fast as well.
Elias. Yes I think that there is a foundation. Those whom I spoken with have such a pride in their homeland. One in particular stressed that infrastructure MUST be built to attract the visitors. They are doing their part to influence that. Nothing can move fast enough. They want to be on top so bad. One day at a time, they can do it.
I myself have never been to Africa but I have heard about the hospitality and kindness of their locals with foreigners. Africa is really a great county with respect for human being.
It certainly appears to be the case, especially in Tanzania.