what we don't say out loud.

January 31, 2018
by Kate_ Mwamba

A note to my daughter Taji as you turn Two years


Happy Birthday My Love!

I can’t believe it’s already been two years. It feels like just yesterday I was anxiously awaiting your arrival in the delivery room.

What an amazing whirlwind it has been!

I have watched you go from a tiny needy newborn, to an independent, determined,go-getter, self-assured little girl who has her mind made up about absolutely everything.

You  have truly showed your true self from the very beginning.

In your two short years, you have taught me so much (funny, I thought it was supposed to be the other way around) about being strong and believing that you can do something even when the mountain in front of you seems totally insurmountable.

We’ve had some tough spots, throwing violent tantrums (still in progress 🙂 when I don’t guess right what you need.I can already see traces of the woman you will eventually become, and I can tell that you are going to be a force to be reckoned with.

When you were in my tummy ,I imagined the little girl I would have someday, you aren’t at all what I imagined. Not even close. You are so much more amazing than I could have ever dreamed. Sometimes when I look at your sweet face, tears spring to my eyes simply because I can’t believe how lucky I am to be your mommy.

I hope I can always help guide you and your Sister Taraji in the right direction. I hope I allow you enough freedom to make your own decisions. In the meantime, I have loved every single second of watching you learn and explore and grow. You are turning from a baby to a child far too quickly, I hate it.

I got it mama!

I would love to keep you exactly how you are at this moment forever, but I know I can’t. What I can do is cherish every single second of right now. Savor your high pitched giggles and tickle your quickly disappearing baby thighs.

I have no doubts that you will conquer every obstacle in your future. You are wonderful. You are amazing. You are worthy. You are gorgeous. You are you.



I love you forever.






October 19, 2017
by Kate_ Mwamba

Time to invest….

Away from politics and lets turn the ‘lemon’ mood into some lemonade. He who has ear let him hear (Matt 11:15); the best time to invest is NOW. When I talk of investment I mean property and not volatile shares, stocks or bonds …Nah ….I am referring to Land Banking. The season is right and the mood also is right. Buy low, sell high has always been the best way from time in memorial for any investor anywhere in the world. Currently the circulation of money is low in the economy due to the hailing political instability, therefore, ceteris paribus, the demand for property is low but the supply is high.

Common satellite towns have in the last few years gotten an influx of investors from big cities buying large chunks of land for speculation purposes. I tell you for free you can never go wrong on land.Areas like Juja,Kitengela,Kagundo road,Narok,Maaimahiu,Naivasha,Nanyuki,Malindi,Lamu,Isiolo & Mombasa are some of the locations where there is land availability and the pricing is fairly affordable especially for the middle-income earners.

According to Hass Consult’s land price index for the first quarter of this year, an investor is better off banking on land in these locations as opposed to stocks, bonds or treasury bills. For example, a person who bought an acre of land in 2007 for a million shillings in these areas would have seen his investment rise to Shs 6.4 million by beginning of this year.

A similar investment would have earned him less than a million shillings through the bond market in the same period. What if he had put the money in a savings account? He would have earned a partly Shs 140, 000 in eight years.

The problems with these areas is the means of transport.Kenyans mostly purchase property (the proverbial ka one eighth-1/8) for the purposes of building homes as instilled by our parents. The assumption is that most of us still use Public means or Taxi making it too hard to relocate to such places for residential purposes. We therefore, turn to take home mortgages that tie our incomes for the rest of our working life. But with patience the light rail will be the savior to these areas as well as increased development due to the exposure it will bring. My advice is Buy, wait  & Sell later when the real value has been fully realized.

Largely, look for areas away from cities that are marked for Bypass roads, Airports, Railway system-SGR, Major highways, Electricity, Water, Schools and Churches. Such places open up for development faster than any other place lacking such amenities. It’s not rocket science, I bet we are in understanding.


October 11, 2017
by Kate_ Mwamba

My savings My networth

Below are some of the money mistakes we usually undergo as humans and I talk from an experience point of view of which am yet to perfect, it should serve as a work in progress. The times before us as a country are tough. It is therefore prudent to save every extra coin for the dark days.


  • Never spend money you haven’t received. Don’t even promise someone money based on a promise you have from someone else. What if they don’t honor this promise, the result is you will be left in debt.


  • Never borrow money that accrues interest to start a business. That is to say, never borrow money to start a business expecting that the business will generate income to pay back the borrowed money plus the interest.

If you want to save, whenever you receive money, don’t start spending hoping that you’ll save what remains. When money to spend is not available, we naturally find a way of doing without it. That’s why I’ve learnt to save with a Savings account, Sacco, Chamma, Insurance policies etc. Once I send money there I assume I no longer have it. Before you spend any money, put your savings aside then spend what is left after saving.


  • When you get an opportunity to meet a very wealthy person, never ask for money. Ask for ideas on how to make money. They may even choose to give you money on their own after seeing that your ideas are great.


  • Keeping your seed instead of planting it. Many people stop at saving. It’s very, very difficult to save and have all you need to maintain your lifestyle especially after retirement. When you save, your savings are seed; plant it. When you just keep the seed (saving money) some seeds begin to die (eaten by inflation and the like). That’s why I recommend that you read about the different types of investment vehicles you can use to grow your savings. I am not necessarily talking about putting the money in a business, because you can easily lose money in business. I am talking about putting it in an investment.


  • Never lend someone money you are not willing to lose. By the time you lend someone money, be contented in your heart that should the person fail to pay, you will not die (chuckles). You should not even lose that person’s friendship if they fail to repay the money you lent them. If you feel the person might fail to pay you and this will not affect your relationship with them, then lend them money. If their failure to pay would make you hate this person’s entire clan, please advise the person to go to the bank.


  • Never append your signature to guarantee someone on a financial matter if you are not willing or able to pay the money on their behalf. Do I have to explain that one? No, it’s self-explanatory.


  • Avoid keeping money you don’t intend to use in the short-term within easy reach. For instance, don’t walk with 100Usd in your pocket when all you plan to do in a day costs 20Usd. There are always expenses available to gobble any money that is within reach, so if you don’t want to lose it, put it away in a safe place.


  • Avoid keeping money in inappropriate places e.g. in socks, under the pillow, in a pit, in the sitting room, in the bra, in a travel bag that you will place somewhere in a bus … impulse buying is a devil that will keep you busy!


  • Spending money on an item that you can do without (at least for the time being). These days when I pick money from my pocket or wallet, before paying for something I ask myself: What would happen if I didn’t buy this? If I find I can live with the consequences of not having that thing, I smile and walk away.

May 25, 2017
by Kate_ Mwamba

In the shoes of a salesperson

 Salespeople makes up the majority of work force in the world and am glad I have done my share of contribution to this estimates. Majority of companies needs 50% of employees in the sales front to promote its products/services. They form the image of a company.This profession is majorly unlike any other .It is a career that can quickly raise or lower your status in the society, here is a look at why

Networking-Sales is an industry where you can build networks with your acquaintances, business partners, friends and anyone else, there is no limit to what you can and cannot do. However this is not an easy profession, the pressure is immense and every reporting and deal is dealt with at the most urgency, if you miss a chance to close a deal then that is it, it’s gone! .You find that you forge close bonds with the relevant people in this profession as you work through it and mostly for the rest of your life.

Unpredictable-Most of these careers got little or no basic salaries and you have to work with commissions structures only, now this where financial discipline comes in. Smart budgeting should be applied as you slowly hit your sales goals and deal with the unpredictable future which could take months or weeks ends on.

 Experience-There are many successful entrepreneurs who started their careers in sales, and this isn’t coincidence. Working in sales provides experience that almost no other role within an organization can match. “Nothing happens until someone sells something”, and people-*e who can’t sell will have a limited skill set that can limit options. Every employee should learn to sell their product, their vision, and themselves.

Dollars-Please raise your hand if you do not like the dollar look in the pocket or your account, I doubt if there is anyone rising theirs. Sales Job is an open Bank cheque, you just need to write down the amount you want to earn unlike any other job, and often times end up making more money than management does .One of the biggest ways sales can change your life is the money you’ll make if you’re a competent sales rep. This is the professional to be if you can communicate well.

Hardening –Constant rejection and pushing through leads and conversions of sales are all part of hardening up and building resilience and in a nutshell a successful sales life. If you can adapt and take control of your own destiny through those obstacles, it will be a skill that you can apply to all other parts of your life. To survive in sales, you need to accept that it will be stressful, and learn how to manage it in a healthy, consistent way.

Opportunity-In sales it’s easy to change careers from one industry to the next, not many other professions has this kind of advantage. The skills gained are easily transferable.

Excitement-The number one reason why I have always loved to be in sales front is that this job has no monotony. Every day has got its own challenges and you get a chance to start fresh and even meet new people or go to new places. There is so much exposure, you only have your to self to stop you from excelling. There is this rush that comes with conquering a deal or the other of failing to get a deal. The ups and downs of this job keeps this career exciting. Every time I lost excitement in a sales job it was time for me to pack and move to the next one.

As I grow into my career I have come to realize money is no longer a motivating factor in a role/Job. If it does not bring happiness and longing to wake up  in the role everyday then it’s not worth it. Life is not a rehearsal. Let work become part of your hobby that way it will bring a sense of fulfillment in your life and wealth will begin to stream in eventually.

May 9, 2017
by Kate_ Mwamba
1 Comment

Mother’s Day Chronicles..

It’s been a while since I blogged.I had been taken back by the way life can sometimes waylay oneself with little theatrics until you happen to meet that number one fan who loves your work and everything comes back to make sense, talents are meant to be shared. As I write, I can only thank God for the graces and mercies I have felt from him the last few months. Everything I value was put to test but that is not what am here to share with you tonight.I am simply here to comfort all mothers out there who make it real, as the world celebrate Mother’s Day there are so many stories each mother could share that portrays a woman as an important pillar in the Society.

The other day my 6 year old Daughter TK and I went for shopping and suddenly she was not behind me as I picked items off the shelves, I nervously turned around only to find her putting something in her mouth, I rushed back and asked her in firm voice to spit it out. It was a chewing gum she had picked from the floor, arrrrg…I was getting impatient with her

In a calm voice she asked me, “Why Mom?”

“It’s because you picked from the ground, it’s dirty and you don’t know where it’s been from.”

“But mom how comes you know everything?”

I thought quickly and said “All Moms know stuff. You have to pass mom’s test or they will not let you be a Mom”

We walked in silence for few minutes as she helped me push the trolley, I could see she was in some deep thought then she said,

“Ooh I get it, if you don’t pass the Mom’s test you become a dad?”

“Exactly”, I said.

I laughed the rest of the way home, yes, it’s a joyful and blessed feeling to raise children. Mark 10:14 When Jesus saw this, he was indignant. He said to them, “Let the little children come to me, and do not hinder them, for the kingdom of God belongs to such as these.





January 18, 2017
by Kate_ Mwamba
1 Comment

The tale of the 25 years of rule..

Have you ever heard of the story of the 25 years rule of a  man in an African family set….well I call it Karma and everything taught and said in it is totally true though I stand corrected…it goes like this…


Power is an underlying dimension of every family relationship and virtually every family activity, and its importance lies in the fact that having a sense of control over one’s life is necessary for the health and happiness of humans, including children, adults, and the elderly.

In the lifetime of most African family settings, there are 3 Dispensations of Power.

The 1st is the first 25 years in the life of the family (father, mother, children) where power indisputably rest with the father. The 2nd is after the kids have grown & started working when the power shifts to the mother. The 3rd is when the kids move out of the family house or start their own families when the power moves to the children.

We’ll start from the 1st Dispensation. Total dominance of the father. He is the Lion of the Tribe of his House. The boss. During this dispensation, the father rules with an iron fist. He barks orders & determines what does or does not happen.The father often mettes out corporal punishment to the recalcitrant children. They grow to fear him more than they love him. The father is the provider for the family & everyone is aware of that fact with all attendant consequences.

Then the 2nd Dispensation sets in. The children have finished school and have started working. Power shifts to the mother. When the children start earning their own money, for some reason, it’s their mothers they decide to look after. They are closer to her. While the father was in charge, he was busy with the business of providing. He didn’t have much time to be a friend to the children.

They spent more time with their mum and invariably grew closer to her. They also see their mum as co-victims of the father’s tyranny. The mother takes Centre stage at this point. She is the first to know what’s happening with the children & she has advantage. Should any of the daughters give birth, she is the one that goes for babysitting and the children spoil her with gifts. At this stage, the father is wishing for some bond with the children like they have with their mother but that boat has sailed. Because the mother doesn’t rely much on the father for her needs at this stage, she is less likely to tolerate his lordship. Friction.

Then the 3rd and last dispensation. Power has shifted to the children. They are self-sufficient, live on their own & have own families. More often than not, whenever there is a quarrel between father & mother, the children side the mother. Years of joint-victimhood at play. Children have been known to come to the house to warn their father not to ‘disturb’ their mother. Next thing, extended visitations. Woe  betide the father if his finances are precarious at this stage. You will be humble by force. The gang-up is real. This causes most men to fall ill & develop different complications. By the time the forces are arrayed against you, you will think well. Stroke, Hypertension, High-Blood Pressure. The man has a large family but no relationship with them in later life. Troubling thought.

The Moral, dear men, while the power lies with you, wield it with posterity in mind. It won’t be with you forever. With the way you are treating your wife now, how will she treat you when power shifts to her? What relationship do you have with your family? Loving dad or despotic, tyrannical provider? Remember, the children always side with their mother. Aim to do enough to at least get a fair hearing in future moments of family strife. Invest wisely for the future so that you won’t have to beg to be taken care of if despite your best efforts, you find yourself alone.No man is an Island.

Parenthood is not easy despite its joys. There is no manual on how it works. May God help us to make the best of a really tough job!

When it’s your turn please rule right!


January 5, 2017
by Kate_ Mwamba

Bootlickers thrives, until……….


As a young Banker, almost 10 years ago, it was my first foray into the corporate world, and little did I know that I was encountering the first specimen of what would turn out to be a special corporate species: Corporate Bootlickers therein referred to as CBs in short.

CBs are that special breed of people who don’t do any solid work, but they create an undetectable illusion of superior performance and capabilities through a range of perception management strategies. And as a result, they miraculously rise in the corporate hierarchy like helium balloons.

Corporate population: The basket distribution

Hard workers but not smart

People falling in this basket are highly competent and do excellent work, but unfortunately they lack the crucial ingredient required for corporate growth: Smartness. By smartness, I mean they are not fluent communicators and lack quick thinking on their feet. They may not dress as smartly as others and often project lack of self-confidence in meetings.

They are often overlooked for promotions, thanks to getting labelled as “not managerial or leadership” type. Being the weakest in the power distribution, these people often take up the most difficult and challenging tasks and also get blamed first when things go wrong.

Overall, they form the backbone of an organisation. (When they apply for leave, everyone worries about “Who will do the work?”)

Smart Asses and don’t work

These characters are incompetent and don’t care a damn about actual work or team’s or organisational interests, and simply stay clear of any direct responsibilities. While personally not doing solid work, they relentlessly and ruthlessly delegate, and use the characters in the first basket who work but not smart to get the things done. And when it comes to credit, they don’t mind gobbling it all.

They have one great strength, which enables them to sail smoothly: Smartness. They are master communicators and manipulators, and their body language is forceful. Projecting high self-confidence outside (even if they suffer from deep insecurities inside), they always give an impression of being a “driver” or “leader”.

They are often labelled as “leadership or managerial material” and enjoy steady growth in corporate hierarchy.

Excellent workers & also work smart

Few people are both great at work and smart to the optimum level. Deservedly, they rise to the very top of the corporate hierarchy.

I am sure you’ve come across a few exceptional characters in your career who are incompetent and irresponsible, but by the sheer power of their “talking talent”, they end up becoming bosses of more competent people. How does it happen?


Ideally, in an organisation anyone not performing and contributing to the hard results should not survive, leave alone thrive. So how do CBs rise? The answer lies in one word: Perception. What we perceive is often not the whole reality.

Unlike others, CBs know a little secret, which is their ticket to comfortable ride: There is performance and then there is perception of performance. Their game plan is:

  • Step 1: Surround yourself with the best performers and dump the real work on them.
  • Step 2: While work is taken care of by someone else, focus squarely on managing bosses’ perceptions, which means fluent communications, forceful presence in meetings and projection of “managerial/leadership” traits.

This two-step strategy works well in typically hazy corporate environments where how you look, talk and walk often obscures what you actually do when you sit in the chair.

So can you spot a CB in the crowd?

Classic symptoms

  • Hands off character: Who is like Teflon with nothing sticking to them? Who invariably stays clear of any direct responsibility for difficult, challenging work?
  • Busybody: Who stays busy with trivial stuff like attending useless meetings, touring here and there(MBWA)management by walking around, emailing, shuffling some useless papers, etc. instead of doing solid work that requires focused attention?
  • Exploiter: Who surrounds himself/herself with best of the people available in the office–and exploits them? They are typically like islands of incompetence in the sea of competence.
  • Resource sucker: Who wants more and more resources and always remains on look out to corner more people into the department?
  • Confident: Who projects dominant presence in the office?
  • Informant: Who excels in “keeping the boss informed”?
  • Chameleon: Who behaves nicely with bosses and clients, but ruthlessly with own subordinates?
  • Extra miler: Who does nothing solid during the normal working hours, but can’t stop “going the extra mile” by staying late, working on weekends–and even plugging in from vacation?

CBs thrive until…

The CB falls off when they suddenly meet a boss who squarely focuses on “performance”–and is too smart to be swayed by “smart talk” alone.

Years later to date, in most organisations, despite elaborate appraisal systems, perception of performance (staying late, talking smartly, acting confident, etc.) is mistaken as performance.

The reality of a person’s character, competence and contribution often lies behind the smoke screen of our quick perceptions.


                              Ignore the smoke!


December 29, 2016
by Kate_ Mwamba




photo courtesy

As I grew up from childish ways I realized I was a person who kept things to myself  so much and spoke out less. I was never confrontations neither talkative and most of the time I would hurt from other peoples actions and words and still kept quiet and built grudges within me.With time I have learnt much of my character through experience and Google (thankfully to Zodiac signs) of how to control and shield myself from things that are not within my control. You can never be everything to everyone.

As the year draws to an end I look at the highlights of what made the year so exciting. As for me the birth of my second born, Samara Taji, She rekindled my love for children even further. Secondly my career had stagnated but now am all fired up and living a life of purpose, yes I got a chance to start over again after so much giving, I feel alive!

2017 is almost knocking at the door, It’s never late to retrace what did not work out in 2016 and draft afresh because the longer you dance with the devil the longer you stay in hell. As we get older you can all agree that the less burdens you can carry around the better your state of sanity is; whatever is not necessary drop it and focus on the real issues. Go through all your memories and review them with your new-found insight. 

  • Find a counselor or therapist to discuss these feelings and how they affect you. Find a person with unbiased view of your situation this will help boost your self-esteem and offer a variety of choices for you to consider. Whatever you do please do not suffer in silence. Speak out!
  • You may wish to consider cutting contact. Surround yourself with positiveness. Negative people and negative thoughts are draining cut links! You owe yourself some protection..
  • Accepting what has happened to you and knowing that you were not at fault is imperative to the healing journey.Learn to lay the blame and shame exactly where it belongs, this will give you knowledge and subsequently the power to understand why you have suffered. It will help you realize the dynamics between you, and help you be able to deal with this in the future.
  • Use the forum and/or the chat room and share your story. By doing so you will realize you not are the only person to have suffered. Our stories are all different yet experimentally identical.
  • Learn to create and use boundaries so you don’t get sucked into doing things for others when you don’t want to. When caught on the hop and you feeling obliged to say yes, just take a breath and say “I will let you know if it is possible”. A perfect get-out clause when you can’t say NO. 
  • Self-care is very important and something most of us don’t bother with. Indulge yourself in pampering treatments as often as you can because you are worthy, even if it is only soaking your feet, putting on makeup or taking time out of a busy schedule to read a book.
  • Face your fears.It can be extremely cathartic to do something you are scared even to think of. Often the reality is never as bad as the imagination makes it, whether you are afraid of reptiles, making a decision or going to a social event. Feeling the pride of overcoming your fears will help you begin to grow your confidence, and will make you feel empowered.

  Love your life…………We are all survivors who can thrive.


November 27, 2016
by Kate_ Mwamba





After what seems like the death of traditional banking, Real estate seems to be taking the Kenyan market by a storm. The market is demand and supply driven. All over the Social media the campaigns to buy/Purchase properties are booming especially now as we head to Christmas holiday. The social media has greatly had an impact on the increased audience towards this drift. As campaigns towards the next general election heighten in the country and as well as the felt impact on central Bank’s reduction in Kenya Banks Reference Rate (KBRR) you would think that investment in property has slowed down.

Market research by Knight Frank indicates that “Sale prices of luxury homes in Nairobi increased by a modest 1.3% in the first six months of the year compared to a 2% appreciation over a similar period in 2015. While supply in the prime residential market has been growing gradually, local high net worth individuals looking to buy are only settling for best-in-class properties, with currently more options to choose from. The stability in luxury residential prices also reflects the relatively steady macroeconomic conditions, without major impacts from external shocks. Transactions are still happening in low volumes, as is the nature of this niche market.”

Good thing is Realtors have now ceased the opportunity and some of them are offering extended repayment terms. Some repayment stretch all the way to 5 years! Housing problems will soon be a thing of the past as these market is evolving day and night.

The just concluded KICC Homes Expo show cased hundreds of Realtors who had tailor made solution to their target groups. Did you know that you can now own a home without necessary going through the tedious Bank application procedure? Yes some realtors are doing it e.g Safaricom Investment Company (SIC). In most cases you only need to raise the 10% deposit stipulated on the sale agreement and you can now comfortably move in and enjoy all amenities whilst living in the property and making slow monthly instalment. Other realtors providing longer repayment plans to purchase plots or “shambas” at an extreme low monthly instalments stretching up to 36 months includes Enkavilla properties Ltd located at Trance towers along Tsavo road owned by Mr. Meshack Muhoho who has taken the market by a storm. Other realty companies are PRC, Urithi and the such who are competing alongside to dominate the marke

Why Real estate?

Tangibility. You can touch, smell and feel it! It’s Immovable too hence creating a sense of security.

Increased value in investment: Kes 1,000 today is not the same Kes 1,000 tomorrow, factors of inflation causes a depreciation in the value of money whereas Kes 1,000 invested in real estate is not the same Kes 1,000 tomorrow as real estate has 100% appreciation whether it is at 1% increased rate. Forward is forward no matter the pace!

Control: As a shareholder of a company, you have no control over your investment. And, you never really know what’s happening behind closed doors. In real estate investments when electrical bills are too high you can change the light bulbs to more efficient ones, seal the windows, and take other measures to reduce the costs. If you are losing money, you will know it very quickly! And you will be able to take measures to improve this situation. With most investments like stocks, what can you do if your shares in Safaricom drop 15%? You can sell more or you can buy more… that’s it.

Creative ways to make money. . Since you have control over your property, and there are three different ways to make money from the property, there are plenty of creative techniques to try to make more money from your asset. Some people rent out the garage separate from the house. In the right location, you could sell advertising space or just get price reductions on work done in exchange for some advertising you can add vending machines or laundry facilities, you can change the density of the property (add more units… more units means more rent), or you can change the usage of the property to sell it to someone who can make better use of it (if you are in a commercial area, an office developer might want to pay heavily for a properly zoned property to develop on). There are dozens of ways to turn a simple house into a money making machine with creativity. The same can’t be said for other investments.

Access to the Equity without selling the asset. With real estate, when you need a chunk of cash, you can refinance a property or take out a secured line of credit against the equity you’ve built up in the property. This means that you get to continue making money from the rental income on that property and someone else continues to pay down your mortgage. If property values are appreciating, you will continue to have an appreciating asset while you get the money you need

Real estate has a lot of tax advantages The Finance Bill 2016 proposed to scrap the Capital Gains Tax (CGT) on transfer of property from parents to their children and those of former spouses. In the past, only spouses and immediate family members in cases of divorce settlements were exempted from CGT. This will correct the anomaly in taxation of land whose gains have not been realised. The move will ease the succession process which traditionally would take much longer to effect property transfers according to Knight Frank’s Market report.




October 4, 2016
by Kate_ Mwamba

Organisational Bureaucracy……




Last week I had made a deal that prompted a new bank account. I walked into Equity Bank, Harambee avenue branch at 2 .15 pm i remember glancing at my watch. The sooner I stepped into the banking hall I was greeted by a maze of people. I got confused and lost at the same time before i regained my posture and sought to find someone to direct me around. I scanned around the banking hall and read through quickly the signage hanging high above each desk even though the crowd of people towering around those desks was overwhelming. I felt like I walked in a government office.

I pressed on onto one desk marked as enquires only to find out it was a service desk too. The lady behind the desk was talking on the phone while everyone stood patiently to wait for her to finish talking to the person on the other end. I was starting to get impatient, few minutes later I stormed out of there to look for a security guard, and he pointed me to the accounts opening desk. One desk had an attendant while the other was vacant and a queue of almost ten people was mounting before me. I realised there were three employees who were converging and talking in low tones near one of the printing machine behind the desks and I went forward to ask them if there was someone at the vacant desk to ease the queue that was piling at the accounts opening. I got blank stare before one of them asked me what I required and I poured my issues. She went into one drawer and pulled out three forms and was asked to fill and puf! She disappeared into thin air.

As soon as I was through I waited at the same desk for a few minutes before I woke up and asked the gentle man sited next desk as to the whereabouts of the person who was serving at my desk, I was asked to be patient as they would return. It took almost 10 minutes before she came, she signed the forms and stamped them and pointed to another queue, apparently I needed a second approval from her colleague. I tried to protest only to be told that, that was the bank’s procedure and she could not pass the papers for approval to her colleague who happened to be sited right next to her.

I was the sixtieth person on the queue. When it was my turn the sales person took my finger prints. He seemed to be experiencing an issue with his computer from his body language, I was now getting anxious and after several attempts to hide he eventually asked me whether I had visited Kigali branch, Jaw drops! My heart beat could be heard through my ear drums, I thought of all the possible frauds that could have occurred to the funds in that account. I asked for my bank balance before we proceeded.

The gentleman remained calm assuring me all was well although I could hear none of it until I had read the balance .When I thought we were done with the approval procedure the papers were again returned to me and was told to proceed to the operations office. Well I had had enough of this procedure; already 6 people were waiting outside her door for various approvals. I sat next to one lady who was half way asleep who added that she had waited for more than twenty minutes to see the operations manager.

I went back to the gentleman who served me last and demanded for the operations lady to be alerted that clients were waiting for her .Ten minutes on she showed up un apologetic. No one seemed to mind this treatment.  She was on the phone when it was my turn to get in her office. She finished her call casually and addressed my issue only to discover that my phone number had changed from the last time I operated the account. I was sent back to the first account opening desks with all my papers to seek other approvals and start the procedure all over again. I got stomach sick and at that moment I started to complain to her of how long I had been in the branch she reverted to her calls and ignored me. I walked out and went to pick RTGS forms I moved all my cash from that Bank. I decided to brave on all the queues and the whole tedious process and wasted another three hours in that bank but vowed never to return.

Read More:

Everyone has their own frame of reference, which heavily influences what they do and how they do it. Customers, for instance, care intensely about their own needs and desires but they don’t generally know or care as much about how companies are organized.

Employees also have their individual frames of reference; which often includes a deeper understanding of products, company organization, and subject ,If left unchecked, decisions made inside of companies will often reflect the frame of reference of employees, not customers. We sometimes call this problem self-referential design.

Here are some implications of this law:

  • You know more than your customers; deal with it. You can’t eliminate your biases, but it helps to acknowledge them. Recognize that customers may not understand things like product names, acronyms, and process steps that you regularly discuss at work. So there’s a natural bias for making experiences too complicated for customers. Get in the habit of asking yourself: “Would our target customers fully understand this?”
  • Don’t sell things, help customers buy them. Whenever you’re thinking about a customer experience, always try and frame it from the customer’s point of view. Look at all interactions as an opportunity to help customers to do something. How can you institutionalize this? Infuse the voice of the customerwithin your processes.
  • Don’t let company organization drive experiences. Just because you have separate organizations running your Website, retail stores, and call center does not permit you to make customers jump through hoops. Customers shouldn’t have to know (and they certainly don’t care) how you are organized.
  • .The bottom line: Make the shift from self-centeredness to customer-centeredness.



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