Sandra Idossou

PART 2: New ventures, use customers complaints to fine-tune your services

For the past three weeks, we have been running a series on new ventures. It started with an article inviting new ventures owners to treat extremely well their first time customers so that they can become their advertising agents. That article gave an example of a rather negative first time...

Monday, November 1, 2010, 12:00 AM

New ventures…use customers’ complaints to fine-tune your services

“Your most unhappy customers are your greatest source of learning” says Bill Gates. In a recent discussion with the owner of one of the best restaurants in town, we exchanged on the secrets behind the outstanding service in his restaurant. Even though he does not have a hospitality background, he...

Sunday, October 24, 2010, 12:00 AM

New Ventures…share your vision and passion with your employees

Recently I visited a new hotel that had just opened in Kigali and was curious to know the meaning of the name of the hotel. When I asked the receptionist, she looked at me as if I was speaking Mandarin or had just come from another planet. She blandly told me that she didn’t know. From last week’s...

Monday, October 18, 2010, 12:00 AM

New ventures…pay attention to first-time customers

It started with Victor, Dalia, Matt and a few other friends who talked to me about this new restaurant at Nyarutarama that had a great ambiance and décor. As always in need of new experiences, we decided to check it out last Saturday. When we entered, the first impression was; “this place really...

Sunday, October 10, 2010, 12:00 AM

A New Issue of The ServiceMag is out

The third edition of The ServiceMag is out and was released last week Thursday at The Manor Hotel. More than 280 people attended this Service Night that brought together people from all sectors of business to discuss their challenges, share best practices and of course network. This edition has a...

Sunday, October 3, 2010, 12:00 AM

Are you a Gazelle or a Lion?

“Every morning in Africa a gazelle wakes up. It knows it must run faster than the fastest lion or it will be killed. Every morning a lion wakes up. It knows it must outrun the slowest gazelle or it will starve to death. It doesn’t matter whether you are a lion or a gazelle - when the sun comes up,...

Sunday, September 12, 2010, 12:00 AM

Overcoming objections during a sales process

Throughout the last four weeks on this Monday column, we have emphasized the fact that most of us almost always have something to sell; an idea, a vision, a thought, a project, a point of view, a reputation and for many other people, their companies’ products or services. One of the most frequent...

Sunday, September 5, 2010, 12:00 AM

Preparation is key to becoming a great salesman

ALMOST always we always or many times we have something to sell; an idea, a vision, an explanation, a thought, a reputation, a service, a product etc. And this makes us all get concerned about our sales. Selling can be great when it is well mastered. Some people are born with natural selling...

Monday, August 23, 2010, 12:00 AM

When your own employees drive away your customers

If you are a business owner, never underestimate the power of people you put in contact with your customers especially if they have to sell your products, goods and services. Your products might be the best in town with the most reasonable and affordable prices but they will rust on your shelves...

Monday, August 16, 2010, 12:00 AM

Seven ways of Improving on your Appearance

Last week I went to this office where I met a man who gave me straight away a very good first impression. His office was tastefully well decorated, he appeared professional in his dress code and all his manners just made me feel welcomed. It is so strange how a simple clean desk can have such an...

Sunday, August 8, 2010, 12:00 AM

Customer care: The day I registered a company in less than 24H

I have a confession to make before starting this. I must admit that I do not believe anymore the numerous advertising messages on billboards, newspapers, radio, television etc. This is simply because I have often tried the advertised products and services and realized that they have nothing to...

Monday, August 2, 2010, 12:00 AM

CUSTOMER CARE: It’s high time cultural events started on time

It’s 6.20 pm this Saturday afternoon and I am sitting at the Amahoro Stadium waiting for an event I have come to attend to begin. Much as I love the good music being played and the festive atmosphere at this moment , I never thought that I will sit just like this for more than two hours...

Monday, July 26, 2010, 12:00 AM

Change is a long process that need time and perseverance

In recently met a potential investor of the Service Mag, who was in complete doubt about service improvement in Rwanda. He gave several examples and concluded by saying; “Why should we be the ones offering the magazines to the public? Do you really think there is any change happening? I have ended...

Monday, July 19, 2010, 12:00 AM

Why should we remain ignorant?

“The best way to hide something from Black people is to put it in a book. We now live in the Information Age. They have gained the opportunity to read any book on any subject through the efforts of their fight for freedom, yet they refuse to read. There are numerous books readily available, but few...

Monday, July 12, 2010, 12:00 AM

Why should we remain ignorant?

“The best way to hide something from Black people is to put it in a book. We now live in the Information Age. They have gained the opportunity to read any book on any subject through the efforts of their fight for freedom, yet they refuse to read. There are numerous books readily available, but few...

Sunday, July 11, 2010, 12:00 AM

Why I Love Competition

I am a happy consumer since July 1, 2010 as Rwanda together with the other four East African Countries embarked on the Common Market Protocol.  This means that competition is going to be available almost on all sectors of business. Kenya, Uganda, Tanzania, Burundi and Rwanda have all opened...

Sunday, July 4, 2010, 12:00 AM

Here comes another ‘service magazine’

For those who don’t know” “The Service Mag”, is a free quarterly magazine in English, French and Kinyarwanda distributed to service people in Rwanda. It is distributed in hotels, restaurants, banks, hospitals, ministries, travel agencies, embassies and many more service providers both in the...

Monday, June 28, 2010, 12:00 AM

Breaking the language barrier in service industry - another lesson from China

Just like millions of people in the world, I watched the opening of the Shanghai World Expo 2010 on TV. The event was attended by several world leaders and dignitaries. It was a great show with spectacular fireworks. This year’s World Expo gives opportunity to 189 countries to showcase in their...

Monday, June 21, 2010, 12:00 AM

PART 3 : The power of a smile, another lesson from China

There is this famous Chinese proverb which goes … “A man who cannot smile should not open a shop”. During my two weeks visit to China (which I have written about in two parts of my previous columns) I was impressed when came across this proverb. I couldn’t help but notice that it is not only a...

Sunday, June 13, 2010, 12:00 AM

Lessons to learn from China’s service delivery

“Ladies and Gentlemen, welcome to Guangzhou International Airport. The local time is 2.45 pm and the outside temperature is 22°”. This was the sentence I have been waiting for all while on the plane. Service onboard was excellent. The journey had been long and I had tried all this while trying to...

Sunday, June 6, 2010, 12:00 AM

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