I cannot thank you enough for your great lessons. I am an adent reader of your articles and I am even more deligheted that you have written a book. Kindly advise where I can buy your book. I am dying to read it. I work in the Diaspora and come home frequently. To me Emirates Airlines and it’s flight crews are super at customer service.

Qatar Airways is full of itself and will even charge you exorbitantly for 1 Kg over-load, their Nairobi Based Flight dispatchers and Ground workers including check-in services are rude and sometimes insulting!!! They lost me for good after flying for 1 Year in a row. It is strange that in their other offices outside Kenya, it is somehow different, something wrong with our people Sunny.

Sanjay Gandhi of Nutek Solutions, Hass Plaza Upperhill is one Super Director, he is welcoming, always gives advise and makes his customers/clients personal friends, he has uncompromised commitment to clients!

Keep up and I am dying to read the Book

Mbote James

I’ve been reading your articles in the Sunday Nation, almost religiously, for a while now. I was therefore very excited to discover that you had written a book.

I bought the book and read it. It did not disappoint. My only grouse is that the book, even when new, seems ready to fall apart. I’ve been quoting the book so freely that a few of my colleagues have asked to thumb through my copy. I’m just not sure it will make it back to me without losing (God forbid) a few leaves.

Is there any chance Story Moja would consider some ‘plastic surgery’ on the book? Keep the good stuff coming, my brother.

How can i get the book iin Kampala? Reading the customer experiences in Kenya is worrying…how is it if its worse in Ug?

Msa Serena is also a personal favourite. I’ll convey your delight to the leadership team.

“Activity 8: Build customer loyalty by striving to provide service beyond customer expectation”

…
…
…

In the strategic plan of the Ministry of Sports !
Page 27

What is happening with Kenya when ministries use the word “service” and “customer” instead of Liidaah-Sheep ?!

Alexander

Two that I know stand out, though: Dr M Bhaiji (an eye specialist at M P Shah) and Dr A Shariff (a general physician at Forest Plaza). Both are a pleasure to go to (even at times of distress!). They are patient, take all the time they need, listen carefully, handle patients gently and are unfailingly courteous. A credit to their profession.

is your book availabe for sale online?

It is precisely the fact that experiences like yours are so commonplace that made me write this book. It is “so stupid it almost can’t be happening”, as I say in the book. Lack of competition is certainly a factor. But another is our failure as customers to punish poor service. We could destroy bad businesses if we wanted to – all we have to do is stop buying. But we keep going back for more abuse…