DORA’S DIARY :Offer more than customers expect

LOSERS

Do you offer value for money? While visiting Uganda for several days, Lawrence stayed at the Sheraton Kampala. On his first morning at the hotel, Lawrence was so looking forward to enjoying an espresso in the Victoria Breakfast Room, that he could almost taste the coffee on his tongue as he left his room. Once in the breakfast room, Lawrence immediately asked a waiter for an espresso. Imagine his disappointment when an embarrassed and apologetic waiter informed him that the espresso machine had been “out of order for the last three months.”

An indignant Lawrence narrated the story to me, expressing exasperation at having to pay “that kind of money” for a breakfast during which he could not even obtain his preferred hot beverage because a machine had been out of order for far too long, by any standards. That disappointing breakfast was Lawrence’s first and last at the hotel. For the rest of his Kampala stay, he took a taxi every morning to one of the many cafes Kampala now boasts, and was thus able to have the pleasure of enjoying breakfast with an espresso every morning.

What makes the hotel a loser here? Neglecting to fix or replace their espresso machine forced at least one unhappy customer to leave the hotel every morning so he could have breakfast elsewhere for the duration of his hotel stay.

Moral: Offer value for money

WINNERS

Do you delight your customers? For months now, my friends and I have been driving by the newly opened Tamarai on Lower Kololo Terrace, trying to find a reason to actually have a meal there. Finally, last week an occasion presented itself so off we went. Not sure what to expect, we were pleasantly surprised when we got there. The waitress who welcomed us was so accommodating, that she even gave us a tour before inviting us to choose a place to sit. When she pointed out that the outside seating area was clearly divided into smoking and non-smoking sections, I was thrilled to have finally discovered an eatery where non-smokers can enjoy the fresh outside air without having to worry about second-hand smoke from the smoker at the next outdoor table.

Additionally, the food we ordered was delicious and the portions were generous enough for us not to feel cheated out of our hard earned money. Finally, the ambience was so relaxing and serene that even though we all had to be at work early the next morning, we simply did not want to leave. Our entire evening was such a pleasant experience that my friends and I left the Tamarai feeling as thrilled as explorers who had stumbled upon hidden treasure.

What makes the Tamarai a winner? So far they are getting it right. Someone has put a lot of thought into every detail that goes into delighting their customers.

Moral: Delight your customers

E-mail: dorasdiary@gmail.com