Author: Mathe

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Was really feeling the blues

Damn! I was really feeling the blues! This skeleton I had titled: Why customers like me leave a service provider?

The answer to this question is a short one. Customers like me who expect nothing but good service leave because of certain individuals that receive bonuses at the end of the year. Incidentally these individuals also have spacious offices and depending on their ranking they may even have interior decorated bathrooms with gold plated accessories. If you haven’t guessed who these individuals are, they are none other than managers/directors/executives of orgnisations/institutions.

These individuals more often than not are behind the scenes and as such we don’t get to interact with them a lot. However from the service we get from the frontline staff, we can actually determine the effectiveness of their behind the scene work. For example, if a customer can be told: “Opps! We forgot to carry-out your instructions and now that you have reminded us we will execute them but don’t think it won’t cost you” spells ineffectiveness on the part of those individuals. The sad thing about this ineffectiveness is when staff actually knows that even if a customer were to complain not even a mere cup of tea will be offered. And, they use that knowledge to make one appreciate that they are in fact in control and they can cause as much inconvenience as they can if and when they want to.

The question then is: can one really blame them (frontline staff)? Of course not! They are not liable for they have been socialised to believe that knowledge is power; they have the knowledge about the effectiveness of their managers and the power to humble me if I insist on getting a good service and a proper apology in the event that they fail to provide me with the service I am paying for.

The only liable individuals are those in management. They are liable because they have not taken the pains to make their staff aware that there is a correlation between their getting paid and customer satisfaction. Therefore, they have failed to convey the importance of looking after the cents. That is, they have forgotten to state the obvious; cents grow into Maloti/Rands; Maloti/Rands grow into hundreds; hundreds into thousands; thousands into millions, etc. In addition, they have failed to point out that a cent can make a difference to profitability or loss, just like a single vote can make a difference to winning an election.

In nutshell, I blame management because I understand that nature does not allow vacuum and if they, as the leadership are not willing to exercise their powers, someone in their institution will do. And when they do, chances are that they will use that power as carte blanche to inconvenience, frustrate, … and possibly annoy me the customer.

In light of the above, I hope then that the management of a certain blue bank will understand why I shall hold it liable when I leave. I therefore urge it to reconsider providing a simply better and faster service. I also urge it to accept the challenge of restoring my trust with it by providing me with an assurance that never again will I have to endure poor service. To win this challenge, terms and conditions apply.

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Feeling the blues

Yet another skeleton from the past. This was written in 2007 after a certain blue bank changed its slogan.

My journey into the blues started in March with what one could call a misunderstanding. However, I shall only focus on the events of this month (May). When the month began, I had ordinary feelings of a broke person. The feelings were really not that bad. I wasn’t exactly too broke not to afford a rope to hang myself – if at all I were a suicidal person. I was just anxious for the 9th to arrive. This was the date in which I was expecting money to be deposited into my account.

The 9th eventually arrived and there was no money in my account. “Not a big deal”, I said to self, “may be tomorrow I shall find it!” The next day like the optimist I am, I went to check but there was still no money. I began to panic for it suddenly dawned on me that expressions like “tomorrow never comes” are popular for a reason. So, in a state of mild panic I went to the nearest branch to seek answers and by the end of that day I had my answers. I had both the good and the bad news.

The good news was that my money was actually not floating somewhere between the borders like a restless spirit. The bad news was that it was retained safely (I presume) in my home account. This was bad because I had actually issued instructions (for a fee naturally) to have the money transferred to my foreign account. The justification for the non-execution of my instructions was negligence in my opinion. But the official version was that much as the exchange doesn’t open on Saturday, on Monday people on duty thought that my request was processed. How and why? I still don’t know!

What I do know is that I sent over four emails asking among other things the procedure that is typically followed by customers ‘inspired’ to complain. The recipients of those emails believe it or not, included the service manager. When I failed to get a response, I actually made the effort to send an email to the gentlemen in charge of the retail sector. Sadly, he hasn’t responded and I truly believe that much as I guessed his address the mail was delivered; for I have no returned mail.

All of the above really got me thinking. I started wondering what inspired the blue bank to change its slogan. Could it be that they thought the new slogan would afford them the opportunity to water down their service. Lets digress a moment, so that you can appreciate fully my translation of the slogan. Whoever said that thugs for example lack motivation or inspiration? I mean, how else would they get the commitment for being involved with criminal activities? On the basis of these two questions allow me then to give you my own translation of the new slogan. ‘Our involvement in your life is motivated and inspired by the desire to cause you inconvenience!’

So as the blue bank continues with their mission let me remind it that “reputation takes years to build but less than a week in the banking industry to destroy”. An example in point is the collapse of a certain red bank in South Africa that is now known by a different name. In three days, customers withdrew all their money and the bank was bankrupt. Apparently customers heard that the bank had no money and very few were interested in asking any questions and seeking assurance. What makes this example a romantic one to use is that the actual announcement of the bank’s placement under curatorship was made on Valentines Day. (For those interested in verifying this, the year was 2002.)

My concluding remarks to the blue bank are that history has a way of repeating itself and your day might come sooner than you think. So instead of giving us a service that leaves us with the blues, give us a service that resonates with the old slogan. A service that assured us that things would be done simply, better and faster.

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Another passionate write from the past

Another skeleton from the past! I have no idea why I wrote this but I suspect it was shortly after I had read our ICT policy. I don’t recall liking it that much. ICT wasn’t well defined within the document itself and I remember taking issue with the fact that the version I had read was written by an outsider…. I mean where are Basotho consultants?

A thought towards an innovative ICT Vision for Lesotho

Basotho during the reign of Moshoeshoe I and a few years that followed were a self-sufficient nation. Today, many Basotho live in severe poverty and under the threat of a new deadly disease, HIV/AIDS.

There is no doubt a need to restore Lesotho to its original state of self-sufficiency and wealth. The question however is: “can this be realistically achieved?” The answer itself is not that simple. However, if we were to look back into our history with the sole purpose of seeking valuable examples from our forefathers, then we could find an answer that would guide us back to prosperity.

For example, history informs us that this nation was not strong only militarily, but that it was such an industrious nation that though horses were a relatively a novel bred to them, in no time they had bred the type of horse that was suited for their territories. Their breed was so tough and sure-footed that the British when shopping for horses preferred the Basotho ponies to the Boer horses. (An excerpt from the inpiration page)

From the above example, it could be argued that just as Basotho did adapt the horse technology to their needs, they can embrace ICTs and adapt them to their specific needs and thereby create a niche market for ICTs. In so doing, Basotho would be able to address some of their needs and challenges that include the eradication of poverty and HIV/AIDS.

Moreover, through innovative use of ICTs and the political will of its leaders, Basotho can be helped to actually participate in “doing development for themselves”. This means using ICTs for the general empowerment of Basotho either as tool or an enabling environment for development.

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Passionate Letter

I am busy “perusing” my data after an incident that led to the damage of my laptop. I found this letter written in response to an article published in Sunday Times newspaper on the 9th June 2002 (though sent, it was never published). The article was titled: “When going it alone is a self-defeating farce” . The article was written by Mondli Makhanya.

Reasonably Provoked

After reading Mr. Mondli Makhanya’s article (9th June ), I felt compelled to write this letter as a young PROUD Mosotho child.

Firstly, to point out to Mr. Makhanya that it is not the “glorious battle of Thaba-Bosiu” that makes Basotho to be proud. To us, Thaba-Bosiu symbolizes the noble beginnings of a great nation built on the foundations of peace. Ironic as this may sound, the truth is Moshoeshoe I, the founder of Basotho believed more in maintaining peace not battles. Therefore, to use the word ‘battle’ in describing Basotho’s pride is completely absurd.

Secondly, to enquire how “Lesotho’s state of permanent instability” will supposedly change when it is part of South Africa –especially when the implication is that the South African government since 1998 has invested its valuable resources “to ensure Lesotho evolves into a country with predictable political and economic systems”?

Clearly as a young individual I do not have the answer to the above question but nevertheless I would still like to pursue this question even further. The South African government has hosted talks in Sun City in the past months in an effort to bring peace among the people of Congo and as a result it may be argued that a lot of resources were used in the process. The question then is: can anyone suggest that the country should exist in a different form and be part of another country simply because another country had tried to intervene? If so, why are countries such as India and Pakistan, Afghanistan and Israel still fighting?

In closing, I would like to say that as much as Lesotho’s stability may be questionable there is indeed HOPE. The very same old hope that has helped South Africa to be where it is today. A new South Africa that affords the likes of Mr. Makhanya to write like a complete NINCOMPOOP!

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Gift of Life

A year ago and a day ago I wrote a post titled “Memento mori” — remember that one day you will die! I wrote that as part of celebrating my mom’s birthday. It was my own way of saying life is a gift, enjoy each day and don’t worry about tomorrow. After all, we are talking about a woman who has raised three daughters who understand the importance of family, sisterhood, love and sticking together when the proverbial hits the fan. A woman who has survived two kinds of cancers: one cured by doctors and the other cured by lawyers. And a woman who is blessed in so many ways I care to mention.

This post however is not about my dear mother. It is about yours truly. Yesterday, I was involved in a stupid road accident. It wasn’t my fault but when you are on two wheels; it really doesn’t matter who is wrong! Believe me, when I started riding my scooter someone did tell me this but yesterday it became crystal clear.

For a few seconds yesterday, the world had two people in it who were aware of what was going to happen with true certainty. I was going to collide into a car performing untimed u-turn manoeuvre. This was fate and there was no stopping it, without stopping time itself. I knew it and so did Nick — a perfect stranger who witnessed it all and who could but only rush to my rescue. I assure you that before either one of us could finish “what-the-…” statement, bang and I was down! Nick was lifting the scooter and with great relieve, he was asking if I was fine? I had just done a MacGyver avoidance manoeuvre with near zero injuries and I couldn’t believe my instincts! Actually my disbelief almost sent me into shock, I was hyperventilating and by the second getting overwhelmed by the driver’s insistence to point out that he genuinely didn’t see me. Of course he didn’t and just when I was about snap, Nick had brought water to calm me down and some other guy (sadly didn’t get his name) was offering me a Coke to drink. I hadn’t had Coke in twenty years and I must say, I forgot why at all I chose not to ever drink it. In minutes I was calm and grateful for my life. Accidents are accidents. I kept telling myself this as well as the driver, who at this stage seemed to be entering into a state of shock. I wished there was more I could do to assure him of my understanding but I couldn’t. I just wanted him out of my sight because all I could see was a man, who could have killed me on my mom’s birthday. I gave him my numbers to call and asked him as politely as I could to go home and be with his loved ones. He is yet to call but in the whole scheme of things, I am just thankful to be alive.

I am thankful to Nick and all those who came to my aid. I didn’t see my life flash before me but nonetheless I am thankful for the reminder that life is a gift we need to cherish with each day we are alive. Lets all be glad to be alive.

Much love to all and God bless!

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Unfed river …

Basotho have a saying: “noka e tlatsoa ke linokana”. This translates roughly to: a river is fed by streams. Although I still believe that I am a river of sort, today I feel like an unfed river. I feel so terribly alone with no one in this town to support me fulfill my ultimate purpose; to contribute to the ocean of life.

Perhaps all this time I have been delusional to compare myself to a river when in fact I am like an island. Delusional? Me? I hope not! But how did I turn to this unfed river?

I really wish I could answer myself objectively but for some reason I cannot. It seems that people perceive me as one who wouldn’t require help because I try not to bother others unless I really must. If not that, people fail to realise that behind the strong exterior is a soft interior. Therefore, when I do ask for help, it means I really really need help! And when I do ask, I am unashamed because I see myself as a river and not an island. Not only that, but I ask with great humility because I am reminded that I am not an island! I am reminded that life is better lived by going with the flow like a river –preferably one that is fed with the support of family and friends.

Today was not a good day but tomorrow is another day!

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Reconnecting …

Its been a very lazy day for me. I practically spent the day in bed either reading, watching TV or practicing a bit of yoga (no funky poses all my body could manage was a corpse pose). Overall, I think this is exactly what I needed! Time to recharge and reconnect with myself before I can even dare connect with others.

In the past few months I have systematically cut myself off from the world. I abandoned facebook, gtalk, calling and the likes. I wasn’t necessarily in a dark melancholy place; I just needed a bit of focus to deal with my biggest priority for this period of my life. Whether this is selfish or not, is a different story altogether. Point is, I needed to do this for me, in part, because I recognised that I couldn’t be emotionally available to anyone period.

Now I think I have a handle on things and I am ready to reconnect with life. Or perhaps life is ready to reconnect with me! I don’t really know which is which but the reconnection vibe is here. Just this past few days whilst in Stellenbosch I found myself being reconnected to kindness of the human spirit. I meant this guy Daniel who showed me so much kindness and generosity. And no, it wasn’t because of my looks! I was just a stranger in a ‘foreign land’ and he took it upon himself to be hospitable and show me around. It was really awesome and very much appreciated. I guess it had been a while since anyone has been so nice to me. But it wasn’t just him, his friends Carel and Jessica were also very kind to me. They also offered to show me some really good time but sadly my visit was too short and frankly didn’t anticipate so much friendliness. I also reconnected with some old friends like Barns.

Wow! I guess the trip to Stellenbosch was truly worthwhile. Not only did it connect me to opinions of industry leaders and some interesting research, it reconnected me with life. It is what it is, and just when you least expect it, life might just pleasantly surprise you!. This may be through an unexpected gesture of a stranger or some random event that may cause you to stop and re-evaluate your priorities. So keep yourself connected to all that life has to offer … for as I said, you might just be pleasantly surprised 😉 !

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Questioning the truth

I am told spring is a good opportunity for one to re-engineer themselves. I started my spring with some of my colleagues basically telling me that I might be a bit naive to believe that the truth is important. It was indeed an interesting discussion, but at the end of it all, I felt so helpless. Is it really time for me to accept that the truth holds no value? Or perhaps that calling an omission a lie is improper?

Hmmm, truly interesting questions, but I think giving in amounts to accepting that change is not possible. If this makes me naive, so be it! However, I hope this spring many of us will individually question what is the truth and what it means to live in a society without it. Happy spring all and much love 🙂 !