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Laura Minde
Laura Minde
Why you should say sorry.
Are we communicating or just avoiding accountability?
Tuesday, January 27, 2026
Customers have lunch at a hotel restaurant in Kigali. Courtesy.
Speed in customer experience: Why fast isn’t always right, but silence never is
Wednesday, January 07, 2026
A waiter serves a customer at a hotel in Kigali.
When ‘sorry’ is not enough
Monday, January 05, 2026
In recruitment process, candidates are shortlisted, interviewed, assessed, and asked to share salary expectations.
The silence gap: When saying nothing says everything
Friday, December 26, 2025
A waiter serves a client at Portofino Hotel in Kigali. Photo Sam Ngendahimana
The service gap no one talks about: How can we expect excellence from staff who’ve never experienced it?
Friday, December 12, 2025
Guests are served at the front desk of a hotel in Kigali. (Net photo)
Expectation vs. experience: The real gap in customer service
Tuesday, December 02, 2025
Patients wait for medical services at a hospital in Kigali. Photo by Craish BAHIZI
The entitled customer or the misunderstood one?
Tuesday, November 11, 2025
A hairdresser from Sudan who runs her business in Rwanda. Photo by Willy Mucyo
Can you handle the truth? Learning to love feedback before it’s too late
Monday, October 27, 2025
A waiter attends to a client at Portofino Hotel in Kigali. Photo by Sam Ngendahimana.
Service is everyone’s job: From the gate to the boardroom
Wednesday, October 22, 2025
Medics attend to the patients at Girubuzima health post in Burera. File
Before we serve, we must care: A culture check for Rwanda’s service industry
Sunday, October 12, 2025
Bank of Kigali officials and customers during the celebration of Customer Service Week. File
Customer service week: The roses, the selfies, and the reality check
Tuesday, October 07, 2025
Cycling enthusiasts at the awarding ceremony during the conclusion of the 2025 UCI Road World Championship s on Sunday, September 28. Courtesy
The voice of the customer: Your free market research
Tuesday, September 30, 2025
According to the organizers, some fans travelled from all over the world to watch the 2025 UCI Road World Championships in Kigali. Photo by Olivier Mugwiza
Service lessons Rwanda can learn from cycling
Friday, September 26, 2025
Over 100 nations are represented, with global stars participating in the UCI Road World Championships held in Kigali from September 21 to 28, 2025. PHOTO BY CRAISH BAHIZI
UCI 2025 is here! Now let’s show the world Rwanda’s heart
Saturday, September 20, 2025
A waiter serves a customer at a hotel in Kigali. File
The last impression matters most
Thursday, September 18, 2025
Clients wait to be served at a bank in Kigali. Photo by Craish Bahizi
Dear service provider, communication is the heart of customer care!
Friday, September 12, 2025
A table set to host customers at a hotel in Kigali. Sam Ngendahimana
Anticipating guests’ needs: The hallmark of excellent service
Sunday, September 07, 2025
A barista on duty at Marriot Hotel
Five quick wins to improve service in any business
Thursday, September 04, 2025

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