ISSUE 24: DECEMBER - FEBRUARY 2016
SERVICE MAG www.theservicemag.com
ALL YOU NEED TO KNOW TO IMPROVE YOUR SERVICES
QUEL BILAN ALLEZ-VOUS FAIRE À LA FIN DE L’ANNÉE ? RECRUIT ATTITUDE, TRAIN SKILL KUBAKA ITSINDA RIHAMYE
FIND US ONLINE SCAN TO VISIT OUR WEBSITE
Intersec rebrands to FOCUS STORY: GTBANK MOVING THE FRONTIER IN SERVICE DELIVERY
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CUSTOMER SERVICE
Happy Holidays The RwandAir family joins in sending season’s greetings with appreciation for your loyalty this past year and looks forward to moving into the new year together. We wish you a Merry Christmas and a prosperous New Year. Contacts (+250) 788177000 (24 hour Service) info@rwandair.com
www.rwandair.com
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CONTENTS
08 One on One with the New Airtel MD Rwandair dreammiles launches global travel wallet
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Customer service
Why you need to set up clear metrics to improve your customer care
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First Impression - you have only one chance 11 attitudes interdites aux managers des équipes de service à la clientèle
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26
Self improvement
Resolutions or Re-solutions?
28 They wowed us
bilan Allez-vous 30 Quel faire À la fin de ’année?
34 12 Tips for a winning elevator pitch
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Introduction to EATP Limoz Rwanda the best VIP drivers
progresser vos projets
News
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12 Advertorials
règle des 60 minutes 36 La hebdomadaires pour faire
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22 Intersec rebrands to ISCO moving the 24 GTBank frontier in service delivery
Sales and marketing Augmentez la loyauté de vos clients
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with the 32 Interview Managing Director of I&M Bank (Rwanda) Ltd
Have your say
The Power of a Strong will
Plus....
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Business management Respect for contracts and agreements drives business
44 Recruit attitude, train skill
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46 48
50
Kubaka itsinda rihamye Management participatif vs démocratie dans l’entreprise
50
Youth talk
Jeanne D’Arc Girubuntu: Making History on a Bicycle and Culture happenings 58 Arts in Kigali November 2015
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Our frustrations Your health matters Fashion Pictorial At your service
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PUBLISHER’S NOTE
R
A L L YO U N E E D T O K N O W T O I M P R O V E YO U R S E R V I C E S
CEO / PUBLISHER
Sandra Idossou: sidossou@theservicemag.com
O
HOLDING ON TO KEEP THE BOAT FLOAT
DESIGN & LAYOUT:
Wairagala Stephen: stefways@yahoo.com Tel: +250 788 353 352
ENGLISH EDITOR:
Aryantungyisa Otiti: aryantu@theservicemag.com
ver the past months, I have been working hard for a smooth transition with a new Publisher who was meant to take the ServiceMag to the next level of growth. Sadly, things did not work out and I am back to square one trying to make sure the boat does not sink.
Over the past years, our main objective has been to raise awareness about the importance of improved service delivery for both the public and private institutions. We believe that good customer service is key to an efficient, professional working environment that undeniably contributes to the growth and development of a nation. However, a quality magazine like the one you are holding in your hands or reading right now online can only be sustained through partnerships with key institutions and not only through advertisement especially in an environment where the major stakeholders that understand the power of corporate communication are so few. Today, almost six years since we started, we have grown beyond being just a free, quarterly, educative publication to becoming the major advocate for good service in Rwanda especially through our vibrant social media platforms and the award ceremonies we organize to recognize Best Service Providers and outstanding service employees. Looking at our achievements today, we have every reason to be proud of ourselves and move on to more lucrative projects. However, that will mean, we accept the death of The ServiceMag like many publications that disappear after a few issues. As I recount the number of encouraging messages we receive daily on the impact we are making, I have to admit that stopping the ServiceMag is just not an option. We are giving ourselves time to look into different options of sustaining it. On a personal level, this implies that I put the other projects I had started working on on hold. It is a tough decision that requires even more sacrifice but I want to believe the journey will be worth it. I call upon all those who love this publication to help us sustain it. We need financial sponsors to keep TSM alive. Thank you for your continued support. Education no matter its format, is what will take Rwanda and the whole of the African continent to the next level. Enjoy reading and have a very merry Christmas and a prosperous 2016! SANDRA IDOSSOU
KINYARWANDA EDITOR:
Gaspard Habarurema: gaspardhabarurema@gmail.com
FRENCH EDITOR:
Diana Ramarohetra: diana@theservicemag.com
MARKETING CONSULTANTS:
Jean Paul Uwayezu: +250 788 781 562/ 788 746 061 jeanpaul@theservicemag.com
PHOTOGRAPHY:
Patrick Nsengimana: patricky052001@yahoo.fr
CONTRIBUTORS:
Sandra Idossou, Jean Pierre Lauzier, Hermann H. Cakpo, Gloria Ilibagiza, Dr. Rachna Pande, Efua Hagan, Lansana Gagny Sakho, Bonnie Kim, Hubert Musoni, Lamelle Shaw, Tazim Elkington, Gandonou S. Marcellin, Nicole Fallon, Strive Masiyiwa, Jean Paul Uwayezu, Lorenza Begumisa
THE FOLLOWING ORGANIZATIONS SUPPORTED US IN PRODUCING THIS ISSUE: Isco Intersec Security, Airtel Rwanda, Rwandair, Bralirwa, Mille Collines by Kempinski, Serena Hotels, I&M Bank, Bourbon Coffee, East Africa Tourism Platform, Limoz Rwanda, GTBank, Akagera Aviations, Akagera Business Group (ABG), Aflink
DISCLAIMER:
The opinions, articles and photos in The Servicemag & The Servicemag On-line do not necessarily reflect those of the editor, publishers or their agents. While every care is taken to ensure the accuracy in preparing this magazine, The ServiceMag assumes no responsibility in effects risen there from and cannot accept responsibility for accidental loss of errors in articles and pictures.
The ServiceMag Rwanda Tel: +250 788 781 562 email: info@theservicemag.com advert@theservicemag.com
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CUSTOMER SERVICE
WE LOVE TO HEAR FROM YOU Je suis un lecteur assidu de The ServiceMag et je ne manque jamais vos soirées. Je salue les efforts, l’amour et le dévouement que vous apportez à l’amélioration du service au Rwanda. J’espère juste que vous vous avez le soutien nécessaire de la part du gouvernement et de tous les acteurs concernés au Rwanda. Je vous souhaite bon courage dans la continuité de vos activités. Jean luc
That recognition was Good and nice of you, as it motivates and remind one that what he or she doing is acknowledged even beyond near borders, and the other thing I could say about that recognition is that you could work on continuing to acknowledge and reward those people who are dedicated to what they do, briefly the recognition could be taken on another level. Otherwise it was well received and more of an encouragement. Gakwaya Junior Discover Rwanda Youth Hostel
REWARD THE BEST PROVIDERS
I would like to suggest that TSM consider rewarding good service continuously? By this I mean collecting recommendations of good service providers from the public and giving surprise awards to such people. We can encourage companies to give us weekly/monthly handouts to achieve this purpose. Let us make all client facing staff compete to be the best and thus benefit their companies! David Akelola
The ServiceMag wishes you a Merry Christmas and a happy new year 2016
Dukomeje gushimira Sandra ku bwitange ukomeje kugaragariza ServiceMag kandi twishimiye kwizihiza icyumweru cyahariwe serivisi zihabwa umukiriya. Ibikorwa byaranze iki cyumweru n’ubusabane bwabereye muri Serena Hote rwose byadukoze ku mutima. Sandra rero komereza aho kandi ugire akazi keza. John Gushimirwa nk’umukozi witanze kurusha abandi byanyongereye icyizere cyo kongera uburyo nakiramwo abagana ikigo nkorera kandi rwose singiye guhagarika ngiye gukomerezaho. serviceMag yarakoze cyane kutugaragariza agaciro dufite kuko hari igihe twumva turi abo hasi cyane bikaba byadutera ipfunwe ntidukore akazi kacu neza. Teta C’est un immense plaisir d’avoir eu ce certificat. Cela montre la valorisation de la personne dans son travail, un titre par excellence. Je vous remercie et promets de travailler mieux pour mériter un autre. Isimbi Emmanuella City Blue Hotels
Iyi mpamyabumenyi ni isomo ritanga imbaraga mu kongera ubumenyi n’ubuhanga mu kudatezuka ku murimo no guharanira kubona iyindi. Murakoze cyane. Kagiraneza Silivanus Security agent I&M Bank Ltd
Please submit your comments and suggestions Ese mwakunze inyandiko tubagezaho? Turabasaba ngo muduhe ibitekerezo kuri
editor@theservicemag.com 6
The SERVICEMAG Dec - Feb 2016
Pamper yourself at the Maisha Gym and Spa
The Maisha Health Club and Spa boasts of a fully equipped gym featuring the latest cardiovascular and isotonic machines, free weights and an aerobic / yoga studio; stunning male and female spa facilities, including steam baths, sauna and Jacuzzi; luxurious treatment and a 20metre swimming pool. Our juice bar offers complimentary freshly squeezed juices and herbal teas to re- energies and nourish you.
Tel: +250 788 184500 Tel: +250 252 597100 Fax: +250 252 597101 Email us: kigalireservations@serena.co.rw
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NEWS
ONE ON ONE WITH THE NEW AIRTEL MD Mr. Michael Nii Boye Adjei replaced Mr. Teddy Bhullar as the new Managing Director Airtel Rwanda. Mr. Bhullar was transferred to Emtel Mauritius. Michael started his commercial career at Unilever Ghana where he was the Category Head responsible for Home and Personal Care. Prior to joining Airtel, he worked with Millicom and Vodafone Ghana as the Commercial Director. We caught up with Michael to tell us what plans he has for Airtel Rwanda, the Rwanda telecom sector and Rwanda’s economy as a whole. This is what he had to say: Current market presence The current telecom market in Rwanda is steadily growing with new services and products being introduced coupled with recent ICT developments. There has been an improvement in the network coverage as we expand to cover all the regions in the country. We have strengthened our internet coverage with the introduction of 4G internet. Mobile money transfers have been boosted by the increase in Airtel Money agents across the country. Additionally, we hope to roll out more products that will allow people to enjoy our services at affordable costs. Rwandans have been very welcoming and we shall continue to serve them in the best way possible. We are thankful to the Rwanda government for the work they have done to promote the sector and working with RURA (Rwanda Utilities Regulatory Authority) has been helpful.
One Network Area
The One Airtel experience offers seamless roaming to our customers across Africa and the region. Customers enjoy affordable roaming services and local rates and recharges in the countries they visit. With the One Network Area, we shall be able to offer our customers across East Africa a seamless experience with standard affordable costs for all calls and messaging done in the region.
Internet Service
Airtel is the leading provider of the fastest and most reliable internet service in Rwanda. We currently offer 4G LTE services on top of our high speed 3.75G internet service. We know Rwandans are very keen on internet usage and the government has been at the forefront of ICT advancements in the country. We recently partnered with Facebook to introduce a service called freebasics.com which is aimed at offering free internet access to selected websites in Rwanda and across the globe. The service allows Airtel Rwanda customers to access various websites at no cost. Customers are now able to access a set of free services in categories of health, education, communication, sports, jobs, and local information.
Corporate Social Responsibility
Airtel Rwanda boasts of the best CSR minded brand in the country. At Airtel, we believe that we can not only impact the market that we operate in, but also the lives and social wellbeing of our area of operations. We have been partaking in CSR activities and we shall continue to do so. One of the activities we are proud of is Airtel Rising Stars, which is aimed at developing grassroots football in youngsters. Airtel is the largest supporter of youth soccer on the continent. I would like to assure you that we remain committed to nurturing and harnessing our local talent through our tournaments. We are already getting good results from this. Airtel Rwanda staff have been taking part in other CSR activities such as; Umuganda, Adopt a School, mentoring of girls in technology, the just concluded Breast Cancer Awareness Walk and many others. Our CSR programmes spread out to support all sectors through sustainable programmes and philanthropy.
Final Remarks
I am elated to be part of the Rwanda family and I promise you, we shall continue to offer the best services and products to Rwandans. As we head into the festive season, I would like to encourage our customers to take advantage of our offers and be able to change their lives in one way or the other. I believe that Airtel Rwanda will grow further and our aim is to continue being the most loved brand in Rwanda.
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Meet
MR. MICHAEL NII BOYE ADJEI
Airtel Rwanda’s Managing Director
Great job!
Get a Bourbon Coffee Machine for your office A Bourbon Coffee machine comes with a monthly delivery of the finest Rwanda Coffee beans for your guests & employees to enjoy. Call 0788 300 389 or email info@bourboncoffee.rw for details. @Coffee_bourbon Bourbon Coffee KigaliThe
w w w. b o u r b o n c o ffe e . r w
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Well done Everyone
CUSTOMER SERVICE
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NEWS
RWANDAIR DREAMMILES LAUNCHES GLOBAL TRAVEL WALLET RwandAir DreamMiles Loyalty Program adds a reloadable Visa Prepaid Card Feature to its membership cards to facilitate Payments and Currency Exchange on the Go! The new RwandAir DreamMiles VISA GlobalTravelWallet card is a “must have” for anyone coming into Rwanda or travelling out of Rwanda on RwandAir. You can join by enrolling inflight, in-store or online and once you receive it, your travel experience changes forever! This product demonstrates RwandAir’s commitment to rewarding its loyal customers and its willingness to reach out to the wider community. RwandAir DreamMiles and Card Programs International (CPI), a card programme management and payment product innovation company, have partnered with Visa and Ecobank, the leading Pan African Bank, to launch the new RwandAir DreamMiles VISA GlobalTravelWallet™ card. The card includes a reloadable prepaid Visa account feature that lets travellers earn DreamMiles as they shop at Visa merchants worldwide – a first of its kind in SubSaharan Africa. RwandAir DreamMiles members in Rwanda will begin receiving their new DreamMiles card with GlobalTravelWallet™ in Q4, 2015. The roll-out of cards to RwandAir DreamMiles members in other countries will take place shortly after. RwandAir DreamMiles members already enjoy industry recognized benefits such as reward miles on every flight, lounge access, extra baggage allowance, guaranteed seating options, priority check-in and boarding, and more.
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Earn Miles whenever you fly with us
Earn Miles whenever you fly with us
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VALID THRU
LOIC RUSAMAZA Membership ID: 1234567
08/25
Earn Miles whenever you fly with us
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VALID THRU
08/25
LOIC RUSAMAZA Membership ID: 1234567
Earn Miles whenever you fly with us
GOLD
EMERALD
DIAMOND
SILVER
3323 5203 8940 1239 4001
VALID THRU
08/25
3323 5203 8940 1239 4001
VALID THRU
08/25
BARAKA ANTHONY Membership ID: 1234567
LOIC RUSAMAZA Membership ID: 1234567
Carry the card that works globally REWARDING, CONVENIENT & SECURE Connect with great rewards on every transaction with our 2-in-1 new membership card powered by Visa
Contacts (+250) 788177000 (24 hour Service) info@rwandair.com
Members can now enjoy items from specially selected merchants online, book hotels at reduced prices, and enjoy customer service from whichever time zone you may travel to via www.globaltravelwallet.com. Members will also start to earn and redeem miles with RwandAir partner airlines, and nonairline partners in the near future. The new GlobalTravelWallet™ feature adds payment functionality and other member benefits to the RwandAir DreamMiles VISA GlobalTravelWallet™ card. This includes the revolutionary miles to money functionality allowing cardholders to convert their miles to cash using the new UniversalRedemption™ capability from CPI, as well as bonus miles for RwandAir ticket purchases and everyday purchases. In 2016, RwandAir DreamMiles members will be able to download the GlobalTravelWallet™ mobile application, available for iOS and Android users. Through the app, users can access
their account balance and transaction history, transfer money to other DreamMiles members with an activated GlobalTravelWallet™ account, review where to load options, and report a card lost or stolen. Jean Paul Nyirubutama, CEO/COO of RwandAir, said, “The new RwandAir Dream Miles loyalty program provides features and benefits that enhance the value to its members. The new innovative RwandAir DreamMiles VISA GlobalTravelWallet™ card combines the functionality of a reloadable payment card with the benefits of DreamMiles membership in a single piece of plastic, a first in loyalty and travel prepaid payments in Sub-Saharan Africa.” RwandAir DreamMiles partnered with CPI to develop the product and handle management of the program, utilizing CPI’s proprietary prepaid currency platform and global experience pioneering similar products. “When we partnered with RwandAir, we were confident that we were working
with a partner whose mantra is to deliver world class service to its customers, an ethos we firmly believe in and standby” said Segun Oni, Chief Executive Officer, Card Programs International, adding “We have an alignment on the values of meeting our customers’ needs.” The new RwandAir DreamMiles VISA GlobalTravelWallet™ card is issued in collaboration with Ecobank. Mareme Ndiaye, Managing Director of Ecobank Rwanda, said, “This is a highly innovative product and the first of its kind in the region. Ecobank is proud to assist RwandAir in developing a multi-functional card, which vividly demonstrates Ecobank’s ground-breaking product development capabilities.” To learn more about the new RwandAir DreamMiles VISA GlobalTravelWallet™ program, complete list of features and benefits, including terms and conditions, please visit: www.rwandair.com or www.globaltravelwallet.com/rwanda
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ADVERTORIAL
INTRODUCTION TO EATP
T
he East Africa Tourism Platform (EATP) is the private sector body for tourism in East Africa, established to promote the interest and participation of the private sector in the East African Community (EAC) integration process. EATP is driven by its vision of creating and promoting a vibrant and diverse single tourism destination. The platform promotes intra and inter-regional tourism through advocacy, marketing, skills development, research and information sharing with its main objectives being to: • • • •
Intermediate and reduce obstacles to intra and inter-regional tourism Promote an intra and inter-regional tourism marketing approach Facilitate continuous skills development in the tourism sector Promote harmonized standards and codes of conduct of tourism facilities and services • Facilitate access to finance and risk management services • Share information and provide networking opportunities Since its launch EATP has had great success in advocating for the single tourist visa, use of national IDs as travel documents for citizens between Kenya, Rwanda and Uganda, free movement of tourism services. EATP can also be credited for partial liberalization of EAC air space and joint marketing initiatives which is mainly under the East Africa Northern Corridor. These initiatives have already started having positive effects on regional tourism and travel. Carmen Nibigira recently joined EATP as the Regional Coordinator. Carmen is undeniably passionate about Tourism and intends to drive the Tourism agenda forward and make East Africa a competitive and preferred destination in Africa.
This is what she had to say: Qn: What are the areas EATP wants to tackle under the new leadership of the platform? EATP has recorded significant successes and we intend to continue building on these achievements and take East Africa’s tourism industry to the next level. 12
Some of the pressing issues on our agenda include taking a leading role in harmonizing the standards of tourism facilities and services across East Africa within the set target year of 2016. We are also actively advocating for reduced airline costs through open skies policy
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Photo credit: Chris Schwagga reforms and improved air and road infrastructure. This is crucial to the competitiveness of tourism in our region. The issue of competitiveness doesn’t stop only with air tickets, but across all socio-economic sectors linked to tourism. Another important issue for EATP is carrying out research across the region and using the findings to our advantage. We intend to get first hand information about tourist arrivals in East Africa; this information will be used for developing our marketing plan, product development and pricing, as this will be based on sound research.
Qn: How important is regional integration towards developing tourism in East Africa? Tourism is a vital part of the EAC economy so the two go hand in hand. Regional integration puts in place the policies, regulations and strategies that contribute to the development of a sustainable and well integrated tourism sector in EAC. It also creates the right environment to enhance and encourage tourism in the region. The role of EATP is to facilitate active and focused engagement of the private sector in the EAC regional integration process. To do so we work closely with national ministries responsible for tourism, wildlife, trade and transport, the EAC Secretariat, East African Business Council and Private Sector organizations to promote tourism in our region. Qn: Security has been a major issue in this region. What do you think needs to be done? Security is a major challenge to the global Tourism and Travel industry therefore it is an issue that needs to be tackled globally. East Africa also faces this issue and its impact but I believe that this can be overcome and focus should be put on increasing security in order to recover and make our destinations more welcoming for tourists. Security is a prerequisite for tourism; EATP and various tourism players in the region constantly appeal for political solutions for crises such as the one Burundi is experiencing at the moment. There is a high cost involved in restoring the image of a destination after any security threat, terrorism or conflict, East Africa has learned a few lessons, and it is in our interest to keep security as one of our top priorities.
Qn: Domestic versus regional tourism...how can one influence the other or which segment needs to be promoted first? EATP promotes both inter and intra-regional tourism. We encourage East Africans to start visiting and discovering their own respective country and their region, creating a flow of tourists not only from the outside but within East Africa itself. As per inter-regional tourism, our approach is to promote multi country packages, enhancing product offering and enriching visitors’ experiences. Our region has so much to offer, why should tourists limit themselves to only one country when they can explore the whole region. Single tourist visa, use of ID as travel documents for East Africans and interstate passes are examples of policies encouraging and facilitating regional tourism. At EATP we see East Africa as one destination, it is our home. Qn: Good Customer Service has an undeniable impact on Tourism. What should service providers do to improve the level of service in the Tourism sector? At EATP we believe that in order to ensure that the single market operates at its best capability and generates the finest result, harmonized standards and codes of conduct need to be applied across the region. Therefore, an East African Community Hotel and Facilities Rating Criteria was implemented and the process of standardization of accommodation establishments and restaurants is ongoing. We are also lobbying for skills development, harmonized curriculum and certification across the region by engaging with training institutions and relevant government institutions. EATP is encouraging a culture of customer service across East Africa. Customer
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East Africa Tourism Platform
WE HAVE WHAT IT TAKES TO BE THE DESTINATION OF CHOICE IN AFRICA
service is the essence of Tourism; it is a set of mind that should be embedded among service providers in the region. Qn: What do you have to say to people who think that travelling within the East African Region is more expensive than travelling to Europe or USA?
I agree with this statement. We are still operating on a system designed to offer affordable services and products to East Africans residents when it comes to Tourism. We need to go back to the drawing board and do research based on consumer behavior of East Africans. We need to design products and offer services matching the demands and prices of East Africans, basically we need to shift our lenses to competitiveness. We call on all industry players, the private sector to look at the growing population of around 150 million people that live in East Africa and start seeing the potential they represent to our tourism industry instead of focusing only on International markets. We have what it takes to be the destination of choice in Africa. From our competitive and our comparative advantages we need to put our act together, move on from the way tourism as a business has been done so far and embrace the dynamics changes in the region (demographics, technology, socio economics, trends, etc‌). We already have a huge market which has not been tapped into and needs to be considered. TSM
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Why you need to set up clear metrics to improve your customer care BY HUBERT MUSONI
I
mproving customer care to increase customer retention is a major issue faced by many companies today. For this reason, many companies have set up a customer feedback system to learn from their customers about their service 14
experience and what they expect from service providers. However, this customer feedback system doesn’t always work the way it is supposed to because of some very substantial mistakes.
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One of the most popular ways companies collect feedback from their customers is by putting together a simple feedback questionnaire and placing it by their suggestion box in the hope that their customers would take the time to fill it.
Is it really enough to have such a questionnaire? How many companies actually use these forms as part of their daily management, treating them as any other important business metric? What Gets Measured, Gets Followed It is a simple rule in business that whatever gets measured gets followed. This can be seen in the case of all the financial metrics that provide tangible, measurable results to companies, telling them clearly when they are meeting their targets and when they need to improve certain performance areas. Managers review these key financial metrics on a regular basis to keep a close check on their performance in different areas like sales, revenue, purchases and expenses. The reason this data drives results is because it is collected and measured in a very structured and processed manner. Think about the process you have in place to measure how many items were sold yesterday in your organization. It is further reviewed after a specified interval without fail. Sadly, this isn’t the case with the feedback questionnaires that often keep collecting dust in the feedback box for days, and that too if customers actually fill them out. Moreover, companies don’t re-
ally have a defined process of collecting and interpreting this feedback data into measurable figures that identifiable results can be derived from. It is usually the lack of measureable and actionable results that makes customer feedback systems ineffective. Mostly, managers fail to realize that there is a strong relationship between this questionnaire, which ultimately gives an indication of the customer perception of their products and services and
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completed a transaction with an organization. This feedback collection process needs to be run as consistently as processes related to sales or other financial data collection. Some organizations have mechanisms to automatically send short customer satisfaction surveys by SMS or email after a transaction has occurred. Another way is to have customers provide feedback using interactive feedback touchscreen devices placed at the “point-of-experience” (that is where the customer is experiencing a service). These feedback collection mechanisms should be designed with the ability to build clear customer satisfaction metrics that can be reported the same way financial metrics are reported in the organization. In fact, customer satisfaction metrics should be built as an integral part of standardized management reports.
WHAT GETS MEASURED, GETS FOLLOWED its correlation with future sales revenue, and their financial metrics. If they did, they would have discovered how to improve their customer retention rate. Companies need to create and monitor their customer feedback in the same way they do other financial metrics. This means setting up mechanisms to collect feedback, during or right after a customer has
This process will help make looking at customer satisfaction metrics a daily management routine. This routine coupled with customer feedback-driven action plans will certainly help improve customer care. TSM The author is the founder & CEO of VOVACARE, a customer feedback management solution company based in Rwanda. Email: h.musoni@vovacare.com
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FIRST IMPRESSION YOU HAVE ONLY ONE CHANCE BY: BONNIE KIM
“You will never get a second chance to make a first impression” Will Rogers WHAT IS FIRST IMPRESSION?
ters another person and forms a mental image.
Definition 1:
Definition 2:
First impression is the event when one person first encoun16
The process of portraying yourself to others in a manner that creates a desired impression.
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People buy you before they buy whatever you are selling. If you want to make more sales, then perfect your first impression. Every day you wake
up know that you are selling yourself as a product or brand. People are thinking of you as a product or brand. Whatever you sell is attached to the value they give you during your first impression. Your first impression is the last impression and only impression. You have got to portray yourself as the best at what you do.
Mistakes we make on first impression You need to ask yourself these questions before you go out to meet any customer. 1. What do I want this person to remember about me? 2. How do I want this person to perceive me? 3. What impresses this person I am going to meet? 4. What do I know about the person, their business (facts and figures) challenges they face and how am I going to connect their day to day challenges with the product I am going to sell to them?
Mistakes organizations make on first impression 1. Untrained staff 2. Staff with a bad attitude 3. Dirty/ unorganized/ lack of professional look at the reception.
The contact with a customer begins with the first introduction. What they can see, observe or think on their own before you speak. It becomes so loud that they cannot hear what you say to them.
What does a great first impression accomplish for your organization? 1. It makes the customer feel welcome especially if the organization looks neat, clean with warm and hospitable staff. They see you as professional and you win their respect. 2. Makes the customer loyal to your organization especially when greeted respectfully with a smile, welcomed by hospitable staff and served immediately. This generates repeat business in the future. 3. Helps the customer to feel confident about making a decision to visit your organization and finally meet you. 4. Helps the customer to trust your organization and especially when staff greets them with a smile, introduces themselves and asks their name and greets them by name the next time they visit. 5. Helps the customer to become your ambassador by referring your organization to their close friends.
If you dress like a suspect, clients will avoid you
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HOW TO CREATE THE FIRST IMPRESSION Rule 1:
Dress like a Prospect and not like a suspect. You must command respect in the way you dress, behave and talk so as to create a desired impression. If you dress like a suspect, clients will avoid you; it will be very hard to be get an appointment with the CEO because the personal assistant will doubt you and the CEO will believe him/ her. You can’t make a deal of any significance if you don’t meet the final decision maker.
“HOW YOU DRESS, YOU ADDRESS AND GET ADDRESSED.” Next time you are preparing to see a very important client, dress like you would like to be addressed. TSM International Motivational Speaker, Corporate Trainer, Best Selling Author, Bonniekim@bonniekimltd.com
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ATTITUDES INTERDITES AUX MANAGERS DES ÉQUIPES DE SERVICE À LA CLIENTÈLE
PAR HERMANN H. CAKPO
Quelque soit votre poste, assurez-vous que votre attitude personnelle n’affecte pas négativement le climat et la qualité de service à la clientèle au sein de vos équipes. Ci-dessous les attitudes à éviter : 1. Maltraiter un llaborateur Si vous agressez votre employé de rudes paroles et que vous attendez à ce qu’il soit souriant 18
et agréable avec les clients juste après, vous lui demandez un effort de dépassement émotionnel que vous n’avez pas réussi à faire. Serait-il plus
The SERVICEMAG Dec- Feb 2016
fort que vous pour rester de bonne humeur alors que vous l’avez torturé mentalement ?
2. Réprimander un collaborateur devant un client Lorsque nous avons dévalorisé nos collaborateurs devant les clients, pas surprenant que ces derniers exigent de nous voir personnellement pour s’assurer que leurs requêtes soient prises en charge plus efficacement. Le rôle d’un manager de service est de s’assurer que chaque client sera pris en charge efficacement quel que soit celui qui le sert et son attitude et ses agissements doivent aller dans ce sens.
3. Prendre en charge les clients difficiles et délicats Puisque c’est en forgeant qu’on devient forgeron, il est plus efficace de définir des normes élevées de qualité de service et de former et coacher individuellement chaque collaborateur pour le mettre ensuite au contact des clients plutôt que de garder pour soi les clients les moins délicats.
4. Gérer les incidents de service à la clientèle au cas par cas Au lieu de vouloir gérer les incidents de service à la clientèle au cas par cas, développez des mécanismes, un système d’intervention proactif décrit dans un manuel de qualité
de service pour les prendre en charge. Ensuite, formez et coachez vos collaborateurs de manière à ce qu’ils sachent quelle attitude et réaction avoir à chaque fois, que vous soyez là ou non.
5. Minimiser les défis de qualité de service à la clientèle Etre chargé de clientèle, c’est être chargé des problèmes des clients et le manager est celui qui doit trouver le premier les solutions et les vulgariser auprès de ses équipes aussi et trouver que c’est normal qu’il y ait des failles.
6. Se plaindre de l’attitude des clients Si vous laissez vos collaborateurs vous entendre vous plaindre des clients, vous êtes en train de leur apprendre à délaisser les besoins de vos clients et à faire ce qu’ils peuvent à leur tour au lieu de faire ce qu’ils doivent faire.
7. Parler mal à un client Si vous plaindre de vos clients devant vos collaborateurs est une attitude compromettante, parler mal à un client est la meilleure façon de libérer vos collaborateurs et de leur donner le feu vert pour être couramment désagréable avec les clients. Faites aux clients ce que vous voulez que vos collaborateurs leur fasse.
8. Faire semblant d’ignorer les défis personnels de vos collaborateurs Une personne à qui vous demandez d’être de bonne humeur n’est pas une machine qui essuiera les larmes de ses douleurs internes parce que c’est ce qu’il faut. Si vous voulez que vos collaborateurs ne perdent pas le sang froid de vos clients, commencez par leur prêter attention et vous occuper d’eux.
9. Venir en retard Vous devez être là pour assurer que le service va se dérouler suivant les normes. Si vous venez en retard, vous donnez certainement le mauvais exemple. Dans les grands hôtels et restaurants le briefing matinal est une occasion sacrée pour s’assurer que tout le monde sera dans la disposition mentale et émotionnelle requise pour apporter un service ultra-parfait aux clients.
10. Négliger la qualité à délivrer parce que vous êtes pressé « C’est bon comme cela, on n’a plus de temps » est peutêtre une phrase banale et apparemment adéquate lorsque vous n’avez plus le temps. Sauf que vous définissez ainsi les nouvelles normes de négligence et de laxisme dans le service à la clientèle. Vous êtes le garant de la qualité de service et c’est vous qui donnez le ton. Vous devez vous montrer impeccable plus que quiconque lorsqu’il faut garantir la qualité de service.
11. Vous lasser de vous tuer pour vos clients Lorsqu’il est question d’être à la hauteur des exigences des clients du 21è siècle, ils s’attendent à ce que les chargés de clientèle fassent pour eux des efforts surhumains. Vous devez faire le nécessaire pour garder les normes de qualité de service au niveau le plus élevé possible ; c’est la seule façon d’encourager vos clients à revenir encore et encore. Si vous baissez la garde, vous allez faire chuter les normes et vos collaborateurs vous suivront dans la négligence. TSM L’auteur est Coach et Entrepreneur www.hcbbusiness.com
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SI VOUS BAISSEZ LA GARDE, VOUS ALLEZ FAIRE CHUTER LES NORMES ET VOS COLLABORATEURS VOUS SUIVRONT DANS LA NÉGLIGENCE.
CUSTOMER SERVICE
LIMOZ THE BEST
RWANDA VIP DRIVERS
L
imoz Rwanda are East Africa’s number one VIP transport company.With a fleet of more than 80 cars, Limoz Rwanda gives the best VIP customer service to its clients, with highly responsible drivers. According to John Kabera, Managing Director Limoz Rwanda, Limoz offers the best. “What matters to you also matters to us” he affirmed, “reliability, client safety, comfort and timeliness. ”Limoz provides clients with personalized service and attention to detail required for their special occasions. “Our experienced and professional drivers are trained to handle major corporations and diplomatic protocols, as well as the
JOHN KABERA
MANAGING DIRECTOR LIMOZ RWANDA 20
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With Limoz Rwanda you rent a lot more than just a car, come ride with us
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ADVERTORIAL
most sensitive assignments with the highest level of professionalism. They are always smart, responsible and sober.”Before a driver is recruited, he goes through a driving and vehicle management test. They must be fluent in either English or French. They are then trained in customer service and VIP handling. “VIP handling entails details such as what exactly a driver is supposed to discuss with a client.He gave examples of drivers who askVIP clients for jobs or other unnecessities. Drivers are taught to respect the client’s space and not engage in conversation unless the client asks questions; how to open for the VIP and where and how to park at a location to enable the client to access him easily. Limoz Rwanda is committed to client safety and comfort. The company has run a contract with the Serena Hotels for close to 10
years. They also have a contract with The United Nations to transport their officials. The company has an efficient fleet management through the use of Information Communication Technology (ICT), vehicle tracking system that ensures that drivers stay on track and bring in the fares. He noted that ICT has provided ways of managing the business efficiently including a system called i-fuel, which is an automatic way of calculating the amount of fuel put and used in a vehicle. With Limoz Rwanda you rent a lot more than just a car, come ride with us!
CONTACT US ON:
P.O BOX 3492, African Union Bouverald, 1st floor Amasezerano House near Mt. Kenya University Kicukiro campus +250788309189, +250788307829 Kigali - Rwanda Email: info@limozrwanda.com
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CUSTOMER SERVICE ADVERTORIAL
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COVER STORY
Intersec rebrands to
U
nder the theme “a new commitment, a new promise and a new vision,” Intersec Security has rebranded to ISCO Intersec Security, and in doing so has streamlined, digitized and centralized its systems to ensure
A noticeably unique aspect of this rebrand is the roll-out of a new team of corporate guards trained in both customer service & security, a sought after need in the corporate community. General Manager, Vincent Gatete, believes that this team will reinforce the link between security & customer service. “As a corporate, it is vital that all the touchpoints your customers interact with are aligned with your business setting. The guard is a part of this setting. This is why we have invested in the new Administrative & Security Reception Guards team by training them on both customer service & security to adopt to the corporate environment. We have also changed their uniform to proper corporate suits,” says Gatete. The company has also invested in developing its internal systems, employees and adding value through innovative new services to keep up with the growing demands of today’s modern customer.
In addition to the new Administrative & Security Reception Guards, the company now also offers courier and logistic services backed by a fully digitized tracking system; 4G enabled security systems such as IP video surveillance cameras; and can boast of highly trained security specialists who are able to provide 360 degree security solutions that go past guarding services. “Innovation is the underlining trait in this rebrand exercise characterized by our new Corporate Guard section, the Courier & Logistics business as well as our move into the digital sector with our ISP business providing 4G/LTE connectivity as well as 4G/LTE enabled security services” adds Gatete.
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“As a corporate, it is vital that all the touchpoints your customers interact with are aligned with your business setting. The guard is a part of this setting. This is why we have invested in the new Administrative & Security Reception Guards team by training them on both customer service & security to adopt to the corporate environment. General Manager, Vincent Gatete
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By the end of 2015, ISCO will also have a new state of the art headquarters in Kigali complete with a training center, a full service cash processing center as well as a host of other facilities. ISCO’s revamped and new services has enabled the company to reach out to a varied range of customers. It’s commitment to service delivery continues to secure its reputation as Rwanda’s most secure and trusted security company. Call 3031 for more information.
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The SERVICEMAG Dec - Feb 2016
ISCO Intersec Security Services
Video surveillance camera systems
Armed & Unarmed guards VIP executive protection Bodyguard & close protection services Administrative & Security Reception guards
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Monitored alarm systems with quick response support
Video Surveillance, Alarms & Access Control
Door, gate & parking barrier access control Supply, installation & maintenance services for all the above
Cash in transit
Fire alarm & suppression systems
Cash counting, sorting & packing
Monitoring & quick response support
ATM replenishment
Supply, installation & maintenance for all the
Mobile teller services
above
Vault services
Courier services
4G/LTE Mobile Security
Logistics services Transportation Warehousing
4G/LTE Enabled gadgets 4G Services
www.isco.co.rw info@isco.co.rw iscosecurity
Trusted Secure Solutions The SERVICEMAG Dec - Feb 2016
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COVER STORY
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ADVERTORIAL
MOVING THE FRONTIER IN SERVICE DELIVERY
GTBank Rwanda,a subsidiary of Guaranty Trust Bank Plc, has a strong service culture that has enabled it record
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consistent year on year growth in clientele base and key financial indices over the past years. According to Olabayo Veracruz, Rwanda Managing Director, customer satisfaction is
The SERVICEMAG Dec- Feb 2016
inextricably linked to superior performance and any business requires employees who are committed to exceeding industry standards for quality service and can perform effectively in a constantly changing environment.
GTBank prides itself in availability of friendly, knowledgeable and responsive staff who go the extra mile in offering excellent service to our customers. On-the-job and other function specific trainings offered for bank tellers and customer service representatives emphasize the importance of customer service. Account officers also offer outstanding customer service to both consumer and commercial customers.
“ Bayo Veracruz.
M.D GTBank Rwanda
Customer service at GTBank Rwanda is one of the reasons our valued customers keep coming back.
In addition to that, employees should be able to contribute creatively to addressing service challenges at a workplace.
The Managing Director added that good customer service is at the heart of GTBank Rwanda and they continually strive to improve their customer service. Incentives, such as customer service awards are also offered to the bank’s staff members to improve the customer support they offer. At a group level, GTBank is regarded by industry watchers as one of the best run financial institutions across its subsidiary countries and serves as a role model within the financial service industry due to its bias for world class corporate governance standards, excellent service delivery and innovation. Since its inception in 1990, GTBank has consistently played a leading role in the African banking industry.“Behind the
euphoria of sustaining a Proudly African and Truly International organization, is the sheer desire to continuously provide our customers with a superior banking experience,” noted Mr. Veracruz. GTBank currently has a customer base of about 7.2 million people, 3.8 million active debit cards and employs over 10,000 people in Rwanda, Nigeria, Cote d’Ivoire, Gambia, Ghana, Kenya, Liberia, Sierra Leone, Uganda and the United Kingdom. “We understand that our customers are always on the go, and we have taken advantage of mobile technology and collaborations to reshape customer engagement models. Mobile banking puts us in the palm of our customers and provides a unique opportunity to offer quick and more efficient ways of providing banking services,” the Managing Director said. “These initiatives, complemented with our ever expanding offerings, are working in tandem to improve service delivery quality, stakeholder interaction points and the overall GTBank customer experience,” he concluded. TSM
“Customer service at GTBank Rwanda is one of the reasons our valued customers keep coming back. It includes responding to customers’ questions and complaints in a thorough and timely manner and engaging customers via various media e.g face-to-face meetings, telephone, email,etc.” he noted during an interview with The ServiceMag. The SERVICEMAG Dec- Feb 2016
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SELF IMPROVEMENT
Resolutions or Re-solutions BY TAZIM ELKINGTON
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e are pretty vulnerable as human beings! In order to feel better we get ourselves into some interesting spaces and oftentimes find ourselves up against a wall. Every end of year offers an escape from those corners that are narrow and suffocating. Addictions, negative behaviour, lack of self-control, greed and the list goes endlessly on…convincing ourselves that another week, another mouthful, another partner will make it different. We watch ourselves, from the corner of our own eyes, and distort the images, lest we actually recognize and catch ourselves. Hence when someone comes up to us and faces us squarely towards the mirror and says ‘look at you’ we flee from ourselves like the enemy at war. Let’s get REAL! How long can we go on ignoring the fact that we do not have to wait until December 31st to make resolutions! ReSolutions as I prefer to call them are at our finger tips at the beginning of each day. As the Sun rises we have the potential to make different choices which would than mean we have to face our little gnarly gremlins that keep shuttling off where we cannot see them into the darkness of the night.
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These little mischievous gremlins live with us. We house, feed, grow and actually listen to their convincing little destructive voices that tell us not to stop when one has had far too much to drink, eat, spend, gossip and and and… Suddenly come the end of a year and we half-look at ourselves and decide we need to make some shifts and changes. Out come the fancy notepad and pen and we go into the land of reflection and creation. Page 1 – New Year’s Resolutions Page 2 – Objectives and goals Page 3 – Wish list Page 4 – What I want in my partner What we do not realize is that we have the same 24 hour clock each and every single day and we keep adding more to our endless lists burning a hole through time. We want to be more, do more, have more, say more, feel more, and yet we cannot actually do that until we make ‘SPACE’!
Page 6 – Resolutions towards genuine outcomes Page 7 – How will you add some fun (without a tot of something) to your life!!! Now that would be a different way of re-assessing and re-aligning your life in 2013! You may decide to change your favorite colour, or end some unhealthy relationships, or give away all that stuff you buy that you do not use to someone who would actually need or use it. The possibilities are endless when you start making and creating ‘SPACE’ in your life. I assure you that no matter how simple this sounds it is quite a challenging in that it will make you see yourself in a whole new way. Not wanting to give up those lovely gifts locked away for 9 years, not wanting to part with those clothes that fit over 5 years ago, not wanting to say goodbye to familiarity that sucks on your blood like a leech?
So before you add a list to your last year’s unmet list of Re-solutions please do yourself a favour and start by taking stock of your life right here right now!
Ouch!! Who said I needed to agree with this mad way of doing things? It would be so much easier to go back to the other way and stick to the comfort zones.
Page 1 - What does your life look and feel like? Page 2 – List the people in your life Page 3 – Ask yourself WHY you set the objectives you set? Page 4 – What REALLY matters? Page 5 – Elimination of people, things, habits, behavior and remnants of the past
Sorry buddy, it does not work anymore and I challenge you – are you capable of doing it differently to make a REAL DIFFERENCE?
The SERVICEMAG Dec - Feb 2016
The author is a Paradigm Shifter, Trainer, Writer, Speaker, Poet and Qreator of the ‘Q Factor’ www.tazim.net
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CUSTOMER SERVICE
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THEY WOWED US
Warmest Receptionist I met the warmest receptionist at CARE International a few days ago. He received me so well I felt like we had known each other for a long time. I was so impressed. Allan Nash Bish
Pourquoi se saper? Pour être beau, mignon, présentable et surtout séduisant auprès des autres. Il faut que tu sois à certain niveau de splendeur pour épater, étonner, donner de l’émotion aux personnes qui te regardent … t’admirent. Un peu comme une passe décisive de Neymar à Messi. Ils apportent une touche sublime, une saveur à chacun de leur dribble, de leur passe pour que le ballon atteigne le summum. La Sape c’est toute une culture, c’est un état d’esprit. Si tu respectes ton apparence et ta tenue, tu donnes par la même occasion de la valeur au tailleur, au designer qui l’a confectionné. Sapement vôtre Moukala Thony –Klaizh – Simsohn Protocole d’Accueil Privé à l’Aéroport de Maya Maya Brazza
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The SERVICEMAG Dec- Feb 2016
THEY WOWED US Well done DHL Just received a festival package from DHL. Customer service on fleek.
Immigration, you are our Star Guess what? The immigration people gathered to wish a Happy Birthday to a citizen who was submitting her application for a passport on her birthday. How will you describe such a service?
I am always amazed by Immigration services I am a witness of quality service from this institution. Unavoidable circumstances led me to apply for the travel documents for my daughter while her mom was not around. The team assisted by ensuring they don’t violate their internal protocols! George Rugero
The SERVICEMAG Sept - Nov 2015
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SELF IMPROVEMENT
QUEL BILAN ALLEZVOUS FAIRE À LA FIN DE ’ANNÉE? PAR GANDONOU S. MARCELLIN
J
e serais d’accord avec vous si vous pensez que l’année 2015 a été très rapide. Mais en réalité l’écoulement d’une année ne varie pas d’une à l’autre. Vous avez sûrement commencé l’exercice de bilan et vous n’aimez pas ce que vous entrevoyez. Je me suis rendu compte que généralement nous avons une manière classique et standard de faire nos bilans à la fin de l’année, le paradoxe c’est que souvent nous ne sommes pas contents du bilan mais
chaque année nous reprenons l’exercice de la même manière sans pour autant identifier de façon précise les vrais éléments qui doivent faire partir d’un bilan et sur lesquels nous devons désormais agir afin que le bilan conventionnel change. Pour cela, ne faut-il pas faire un autre type de bilan plus éclairé, avec les vrais leviers sur lesquels agir désormais afin de pouvoir justement améliorer le bilan conventionnel ?
ACTIF Argent comptant Titres, obligations et placements divers Biens immobiliers Voitures, équipements, biens électroménagers Meubles, bijoux Maisons secondaires Assurance vie….
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I. Bilan conventionnel Tout le monde à la fin de l’année, moi y compris, nous faisons le point pour savoir de combien nos biens et avoirs ont progressé, les nouvelles choses que nous possédons, les titres ou obligations acquises, etc. Voici la configuration du bilan conventionnel :
PASSIF Dettes Hypothèques Prêts bancaires Rachats assurance vie….
Quand nous finissons le point, très souvent nous sommes insatisfaits. Mais comment doit-on procéder pour posséder ces biens ? Comment faire pour devenir cet entrepreneur à succès ? Comment atteindre l’indépendance financière ? Pourquoi est-ce que chaque année, nous reprenons les bilans de la même manière sans travailler sur les préalables qui doivent conduire à l’obtention des différents éléments qui figurent dans un bilan conventionnel? Je donne de plus en plus rai-
son à Einstein qui dit que c’est stupide d’atteindre de nouveaux résultats en procédant de la même manière chaque fois. Malgré les bonnes choses qu’on se dit en début d’année, les fins d’années se ressemblent pratiquement.
II. Votre bilan éclairé ou réel En réalité, vous ne pouvez posséder tout ce que vous désirez si certaines conditions qui ne figurent pas généralement dans votre bilan ne sont pas réunies. Le principe dit que si vous ne le vivez/voulez pas à fond, vous ne l’aurez pas. Si vous ne faites pas votre bilan réel et éclairé, votre
ACTIF Gestion émotionnelle, force mentale Créativité, imagination, vision générosité Courage, endurance Persévérance Intégrité, honnêteté Réseau ou cerveau collectif et carnet d’adresse Habileté, persuasion Gestion du temps et d’énergie Meilleure forme physique Vie spirituelle et familiale harmonieuse
Voilà le vrai bilan que chacun doit faire de sa vie avant de vouloir faire un bilan conventionnel. De vous à moi, si vous trainez ce lourd passif au niveau du bilan réel comme : l’étroitesse d’esprit, la mauvaise réputation, la paresse, la peur, le manque de confiance. Comment pouvez-vous prétendre obtenir les choses qui sont dans l’actif dans le bilan conventionnel ? C’est pratiquement impossible. J’ai choisi de partager cet article avec vous afin que vous puissiez changer de cap et mettre quelque chose dans votre panier pour sauver votre année. Vous connaissez la bonne nouvelle ? Vous savez désormais sur quoi tabler à partir de 2016.
bilan conventionnel sera toujours le même chaque année et vous avez de grandes chances de tomber dans les trois blâmes classiques: 1. Les autres sont responsables de ce qui m’arrive (les autres) 2. L’environnement ne m’est pas favorable (l’environnement, les circonstances) 3. Je suis un incapable je ne peux pas y arriver (ma propre incapacité) Voici les éléments qui figurent dans un bilan réel :
PASSIF Colère, étroitesse d’esprit Perfectionnisme maladif Peur, angoisse Hésitation Mauvaise réputation Paresse Santé défaillante, mauvaise alimentation Mauvaise fréquentation Absence d’objectif, vogue au gré du vent Mauvaise gestion du temps…..
III. Sauvez votre année Prenez votre passif réel dans le tableau en haut, identifier les mauvais passifs que vous trainez qui vous empêchent d’atteindre et d’améliorer votre actif dans le bilan conventionnel à la fin de l’année. Choisissez trois passifs majeurs et décider d’y travailler et automatiquement vous verrez que votre actif dans le bilan conventionnel va changer. Si vous avez une mauvaise réputation commencez par travaillez votre intégrité et honnêteté, parce que pour atteindre vos objectifs vous avez besoin d’un bon réseau et carnet d’adresses.
Les meilleures choses arrivent à ceux qui savent prendre des risques. Si vous aspirez à la promotion vous n’avez pas besoin de faire de la politique dans votre entreprise, démontrez constamment votre capacité à diriger, à aller au-devant des choses, cultivez le relationnel, travaillez votre maitrise de soi et émotionnel et vous aurez votre promotion. Vous devez être entrain de vous préparer constamment. Décidez aujourd’hui de sauver votre année, vous avez encore du temps et la capacité pour y aller. TSM L’auteur est un Coach, Formateur, Directeur à H&C TOGO www.marcegand.wordpress.com
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SELF IMPROVEMENT
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ADVERTORIAL
INTERVIEW WITH THE MANAGING DIRECTOR OF I&M BANK (RWANDA) LTD Mr. Robin C. Bairstow Qn: As the new I&M Bank Managing Director, what are your plans for the market?
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am fortunate to have found a solid financial institution in terms of its Staff and financial performance. The management team and I plan to maintain the bank’s positive trajectory and retain its brand value. We plan to focus on upgrading our operational platforms to allow seamless transactions for our customers locally and within the EAC; investment in our staff and the development of ICT driven banking applications will lead our strategy. We also plan to widen our distribution through technology and along the lines of the VISION 2020 city plan. This year for example we will move our Remera branch to the new Murenzi Plaza, and plan for one more branch in 2016. I am also passionate about giving back to the communities we operate in, and therefore you will see a more robust CSR strategy going forward. In this respect we will continue providing financial literacy training for SME’s in partnership with various DFI’s. Qn: How do you see, I&M Bank Rwanda increasing its market share over the next couple of years under your charge? I&M Bank was formerly BCR, the longest serving financial institution in Rwanda. This puts us in a unique and advantageous position in terms of a very valuable brand – in as much as the share-
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holding has changed, we intend to retain our highly valued multigenerational customers through various client retention strategies, and also develop new customer segments through a razor sharp focus on service and satisfaction. In the New Year, migration to a more sophisticated core banking system will allow us data mining opportunities to help us better identify customer needs, trends – and ultimately provide us with critical information to identify new opportunities and future high growth areas. Qn: How are you going to meet the needs of the un-banked and under-banked market? The telling statistics from the 2014/15 Integrated Household Living Conditions Survey issued by the National Statistics of Rwanda reveal that 4 out of 5 Rwandans live in rural areas and that the % of persons aged 18 and over with a savings account has risen from 19% to 30% in the last 4 years. Additionally, 63.6% of our population owns a mobile phone with the highest uptake in the lowest income quintile. It is therefore imperative that we continue our partnerships Telcos, and Card payment companies
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The SERVICEMAG Dec- Feb 2016
WE PLAN TO FOCUS ON UPGRADING OUR OPERATIONAL PLATFORMS TO ALLOW SEAMLESS TRANSACTIONS FOR OUR CUSTOMERS LOCALLY AND WITHIN THE EAC;
such as VISA to develop cashless payment solutions, and banking products for both segments. At I&M Bank, we are committed to being part of our country’s movement into a cashless economy, and to achieving 80% financial inclusion by 2017. Qn: With the new mortgage Finance campaign, how is I&M Bank Rwanda Bridging the housing gap in the country? We are actively looking at developing partnerships with developers, and insurers to bridge the housing gap. However internally, we looked at the needs of most first time property owners who start with a plot and find it difficult to build due to high loan contribution requirements in the market and we responded by dropping our contribution requirements by 10% - making our construction loans one of the most affordable in the market. We are also making it easier for those who are more advanced in the property ownership market, to develop additional properties by using the equity they have in their current properties. In this respect we increased the value a customer can access from their property by 20%. And finally, we have introduced a one of a kind “Mortgage topup facility” which allows mortgagees to add value to their existing properties without having to qualify for an additional mortgage facility.
Own, build or capitalize on your house.
MORTGAGE Take it, it’s yours
CONSTRUCTION Build your home with ease
HOME EQUITY Capitalize on your home today
Fast approval process One-on-one advisory Negotiable terms Qualify for VISA GOLD CREDIT CARD upon approval.
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www.imbank.com/rwanda
Terms & Conditions Apply.
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SALES AND MARKETING
If you’ve been to a business networking event, you’ve no doubt been bombarded by elevator pitches. At the end of the night, though, only a few will stand out in your mind — and fewer still will result in sought-after contacts. What sets those pitches apart, and how can you ensure that yours generates interest and conversation? Whether you’re looking for investors or just trying to get people interested in your business, your success depends on your ability to explain what makes your business unique and to hook your listener in less than a minute. Entrepreneurs and business professionals share their best tips for writing and delivering a great elevator pitch. START OFF STRONG.
“Eighty percent of your success will depend on your opening line. It must snag your listener’s interest and make them want to know more. Do this right, and your prospects will follow you, wanting more.” - Bert Martinez, founder and president of Bert Martinez Communications
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TIPS FOR A WINNING ELEVATOR PITCH BY NICOLE FALLON TELL WHAT YOU DO, NOT WHAT YOU ARE.
“’I’m an accountant.’ ‘I’m a chiropractor.’ ‘I’m a virtual assistant.’ This kind of answer only gives a tiny glimpse into what you really do. There’s nothing about this kind of answer that is going to set you apart from the hundreds or thousands of other people doing the same thing. Plus, it can be boring! And no one wants to be boring.” – Jennifer Martin, founder of Zest Business Consulting
REPEAT KEY INFORMATION.
“Oftentimes, people mention their business name only once, or not at all. It is much more useful to say, ‘My name is Steve Schwartz. I’m a website designer with PD-go! Web Solutions.’ Then, at the end of the pitch, say it again: ‘I’m Steve Schwartz with PD-go! Web Solutions.’ Repetition is important. That’s why you hear the website address or phone number several times in a radio ad — it helps it sink in!” – Steve Schwartz, owner of PDgo! Web Solutions
BE INTERESTING, BUT AUTHENTIC.
“While creating interest and value is key, remember to be authentic and realistic. Making outlandish claims about your company will eventually be discovered, and your integrity will be diminished.” – Ed Cederquist, CEO and cofounder of bistroMD
The SERVICEMAG Dec- Feb 2016
PRIORITIZE YOUR PITCH.
“Be specific, but use plain language when describing the problem your product or service solves. If it solves several problems, prioritize and stick with the most important one. Stick with what problem you are solving, who will benefit the most from your solution and why people should believe that you can do it.” – Andrey Mihailenko, Vice President of Marketing and Sales at Targetprocess
KNOW YOUR AUDIENCE.
“When crafting your elevator pitch, you need to think about who you’ll be in the elevator with. A good pitch will shift depending on the audience you’re trying to reach. Lead with the information that the recipient will care most about, and the rest will follow.” – Andrew Cross, Senior Account Director at Walker Sands Communications
FOCUS ON WHAT MATTERS. “Avoid telling your listener that you have a ‘revolutionary idea.’ Whatever you’re pitching is not revolutionary. Words like that can automatically put investors off. Instead, explain why you are the person to do this and why you’re solving this problem [based on] your experiences.” – Ebong Eka, CPA and author of “Start Me Up!: The No-Business Plan Business Plan” (Career Press, 2014)
KEEP IT CONVERSATIONAL.
“You want to stand out and generate excitement. Don’t regurgitate a memorized pitch that sounds like a pharmaceutical ad. When I hear a pitch, I don’t necessarily want to feel like I am being pitched. I would rather have it be more conversational. Start with the problem you are trying to solve, the way the current alternatives are lacking. Then, briefly describe your solution.” – John Torrens, Assistant Professor of Entrepreneurial Practice at Syracuse University’s Whitman School of Management
should serve as a verbal busi-
ness card that provides a brief, compelling introduction to one’s company and intrigues new
acquaintances to seek more information. At your earliest opportunity [after giving your pitch], express an interest in your new acquaintance and learn as much as you can about him or her. The information you gain will provide insight as you proceed with efforts to build a genuine, mutually beneficial relationship.” – Juana Hart, founder of J-Hart Communications
customers. [To do this], you have to be prepared to tell a compelling and unforgettable story that draws your audience in. When it comes to pitching your startup, my advice is to tell, not sell your story.” – Sue McGill, co-founder and executive director of JOLT
OPEN THE DOOR TO CONTINUE THE CONVERSATION.
“Your elevator pitch is simply an introduction to your company, not a sale you have to close. End by summarizing your top talking points and offering a way for the prospect to get in touch with you. Be
THINK ABOUT YOUR END GOAL.
FINISH YOUR PITCH BY
“You should build your exit strategy along with your business plan. Investors [hearing your pitch] want to know that you’ve evaluated the risk and have thought your plan through from soup to nuts.”
ASKING THE OTHER PERSON WHAT THEY DO. It starts an actual conversation and allows you to actually connect, even after the elevator ride is over.”
sure to have your business card on hand.”
– Stacey Hawley, founder of Credo
Originally published on Feb. 28, 2013. Updated on April 30, 2015. Additional reporting by Business News Daily contributor Katherine Arline and social media specialist Dave Mielach.
– Summer Kramer, founder of SummerSkin
MAKE A CONNECTION.
“An elevator speech is an important networking tool. It
TELL, DON’T SELL.
“A big part of your job is to motivate people to act, whether you’re trying to close funding, attract talent or acquire new
— Alex Membrillo, founder and CEO of Cardinal Web Solutions TSM
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SALES AND MARKETING
ESSENTIAL QUESTIONS YOUR ELEVATOR PITCH SHOULD ANSWER
YOUR HEALTH MATTERS
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SALES AND MARKETING
LA RÈGLE DES 60 MINUTES HEBDOMADAIRES POUR FAIRE PROGRESSER VOS PROJETS PAR HERMANN H. CAKPO
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i vous avez des projets qui vous tiennent à cœur mais par rapport auxquels vous n’arrivez pas encore à rien faire de concret, la règle des 60 minutes hebdomadaires est une méthode inédite et efficace pour accélérer votre productivité et vous permettre de faire en un an ce que la plupart des gens passent 10 ans à faire. Voici comment elle marche. DÉFINIR VOS PROJETS PRIORITAIRES Vous êtes certainement très occupés et vous ne pouvez vous occuper de tout à la fois. Il est important qu’au début de l’année, du trimestre ou du mois, vous puissiez définir clairement les projets prioritaires qui doivent être réalisés à la fin de la période prévue pour que vous vous voyiez en train de progresser dans la réalisation de votre plein potentiel. Si vous pouvez réussir à réaliser 5 mini-projets en un mois et 5 gros projets en un trimestre, votre productivité et vos performances vont s’accroitre très rapidement. ÉLABORER UN PLAN D’ACTION CLAIR POUR CHAQUE PROJET. La méthode des 60 minutes hebdomadaires s’appliquent aux actions à engager pour avancer ne serait-ce que de 0,1% sur un projet donné avec
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la confiance. Rappelez-vous : le fait d’être en train d’agir n’est pas aussi important que le fait d’être en train de faire la bonne chose à faire pour obtenir un résultat. Alors pour votre projet, procédez à un état des lieux, identifiez les indicateurs de résultats à partir des objectifs clairement définis pour le projet, identifiez 3 ou 5 stratégies complémentaires ou alternatives à utiliser. Ensuite, identifiez 10 à 15 actions concrètes à engager et précisez les dates auxquelles elles doivent avoir été engagées. Prévoyez les ressources et les aides dont vous aurez besoin pour atteindre les objectifs. PLANIFIER VOTRE TRIMESTRE ET VOS SEMAINES PAR AVANCE Si vous avez déjà identifié des actions pour réaliser vos objectifs ou vos projets importants, il vous sera facile de planifier votre trimestre (12 semaines) à l’avance. Déterminez clairement les objectifs que vous allez atteindre ou les projets que vous allez réaliser pour le trimestre. Identifiez 3 ou 5 grosses actions que vous pouvez engager par semaine pour atteindre les objectifs ou réaliser les projets du trimestre. Ce qui vous fera environ 36 ou 60 grosses actions par trimestre. Prenez ensuite chacune des 3 ou 5 ac-
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tions qui tombent dans une semaine.
PASSER À UN RYTHME SUPÉRIEUR
Divisez ces actions en 4 ou 6 petites actions ; ce qui vous fera environ 18 ou 20 actions par semaine.
Une fois que vous avez réussi à consacrer 10 minutes par jour à chacun de vos projets, vous pouvez décider de passer à un rythme supérieur et consacrer désormais 20 ou 30 minutes par jour à chacun de vos 3 ou 5 projets importants, soit 90 ou 150 minutes de concentration par jour sur les projets qui vous tiennent vraiment à cœur et qui boosteront votre carrière ou votre entreprise.
C’est le moment maintenant de planifier votre semaine. Considérez les 6 premiers jours de la semaine (lundi étant ici le premier jour) – donc du lundi au samedi. Affectez à chaque jour 3 ou 4 actions nécessitant environ 10 minutes pour être accomplie. Vous pouvez faire ce travail le dimanche soir. APPLIQUER LA MÉTHODE Si vous avez 3 gros projets pour votre trimestre, vous aurez besoin de 10 minutes par jour d’action par projet pour les faire progresser. Seulement 10 minutes. Quand l’heure va sonner, arrêtez tout ce que vous faites et consacrez ces 10 minutes au projet. Si vous pensez subitement qu’une action n’est plus opportune, utilisez les 10 minutes pour identifier l’action opportune. Ce sera tout aussi du progrès. Demain, vous engagerez l’action. VOUS DISCIPLINER EN SAUVANT VOS JOURNÉES A partir du moment où vous savez que pour réaliser 3 ou 5 gros projets, vous avez besoin de consacrer à chacun d’eux 60 minutes par semaine soit 10 minutes par jour, n’allez plus vous coucher sans les effectuer. Et dès que vous avez réussi à accorder 10 minutes à un projet, vous cochez « Sauvé ». Cochez la case de tous les projets avant d’aller vous coucher.
Certains n’auront même pas besoin de passer à un rythme supérieur pour réussir. Flexibilité, productivité et performance : c’est cela même le but de la méthode. NE PLUS ATTENDRE D’ÊTRE COINCÉ N’attendez plus pour essayer ensuite de consacrer toute votre semaine à un projet parce qu’il est maintenant en retard. Ce qui arrive lorsque vous faites cela, c’est que vous mettez en veille toutes les choses importantes de votre vie. Cette méthode vous permet d’avoir un emploi du temps aéré grâce auquel vous pourriez mener votre vie idéale. Démarrez aujourd’hui la méthode pour n’importe quel projet : une réponse à un appel d’offre, un livre à écrire, un mariage à organiser, etc. Si un projet vous tient à cœur, n’attendez pas d’être en retard, consacrez-lui juste 10 minutes par jour, 18 mois, un an, six mois ou trois mois à l’avance et vous verrez toute la différence. TSM est coach et auteur de 21 livres dont Accélérez vos performances. Twitter @hcakpo
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CUSTOMER SERVICE
AUGMENTEZ LA LOYAUTÉ DE VOS CLIENTS PAR JEAN-PIERRE LAUZIER
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es clients ne sont plus loyaux, ils vont voir nos concurrents pour quelques dollars de moins.» Peutêtre avez-vous déjà entendu ce type de commentaires de commerçants déçus par le manque de loyauté de leur clientèle. Les clients se retrouvent devant tant de concurrence qu’il leur est facile de devenir plus exigeants et de s’attendre au meilleur service, au meilleur produit pour le meilleur prix. Le client sait qu’un excellent « service à la clientèle » est un acquis et il ne s’attend à rien de moins que d’être servi comme un roi. Trop d’entreprises ne cherchent qu’à satisfaire leurs clients alors qu’elles devraient plutôt augmenter leur loyauté. Un client satisfait est une personne ou une entreprise qui a reçu le service ou produit auquel elle s’attendait. Un client loyal retournera chez vous presque assurément parce qu’il est plus que satisfait, il est comblé, ses attentes ont été surpassées. Cette entreprise ou cette personne se sent privilé-
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giée d’utiliser vos services ou produits parce qu’elle en retire des bénéfices nettement supérieurs et elle parlera en bien de vous à plusieurs clients potentiels. Pourquoi un client irait-il alors chez vous plutôt que chez vos concurrents? Pensez au dernier achat important que vous avez effectué. Êtes-vous allé chez le même commerçant que la fois précédente? Pourquoi? Pensez à un commerce ou une firme avec laquelle vous faites affaire depuis des années, envers qui vous êtes loyal : pour-
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Trop d’entreprises Ne cherchent qu’à satisfaire leurs Clients alors qu’elles devraient plutôt augmenter leur loyauté.
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quoi cette loyauté? Qu’est-ce que ce commerce ou cette firme a de supérieur qui justifie votre loyauté? Le facteur WOW! Aujourd’hui, un client est loyal aux entreprises qui lui font dire WOW! Rien de moins. Est-ce que votre entreprise fait dire WOW à vos clients? Vous devez identifier ce qui peut être amélioré dans votre entreprise pour qu’elle devienne un incontournable pour votre clientèle. Il est de votre responsabilité de tout faire pour que votre client soit loyal, qu’il revienne régulièrement chez vous. Vous devez donc identifier ce qui boite, même légèrement, et agir rapidement afin de corriger la situation pour garder vos clients chez vous. Afin d’évaluer son degré de loyauté, vous pouvez demander à votre client : « Pouvez-vous nous décrire quel est le fait le plus important ou l’événement le plus mémorable qui s’est produit lors de votre dernière transaction avec nous? » Une telle question surprend et, si le client a reçu un service exceptionnel de votre part, il vous répondra rapidement.
Par contre, si sa réponse est évasive et que sa réaction est : « Rien en particulier », alors vous saurez que la perception de votre client sur votre service est semblable à celui de vos concurrents et qu’il est fort possible qu’il ne revienne plus, même s’il est satisfait, car il ne ressent pas un sentiment de loyauté envers vous. Vous pouvez également lui demander de vous signaler une expérience WOW qu’il aurait vécu auprès de votre entreprise ou d’un concurrent. Sa réponse vous indiquera ses besoins profonds et ce qui peut augmenter sa loyauté. Bâtissez vos sondages sur la loyauté et non juste sur sa satisfaction. Apprenez à connaître ses désirs profonds pour mieux y répondre et le fidéliser. Les clients sont plus exigeants, mais ils ne sont pas des girouettes. Ils ne recherchent que le meilleur... tout comme vous et moi! Et faute de trouver ce WOW, ils butinent. Offrez-leur cette expérience WOW et ils vous seront loyaux, car vous représenterez alors le summum. Ne cherchez plus la satisfaction de vos clients, visez leur loyauté et vous ferez de vos clients des ambassadeurs de votre entreprise pour les années à venir. TSM Bonnes ventes! L’auteur est Conférencier, formateur, expert-conseil JPL Communications inc. info@jeanpierrelauzier.com www.jeanpierrelauzier.com
THE POWER OF A STRONG WILL
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HAVE YOUR SAY
BY SANDRA IDOSSOU
My surprise was immense when I discovered a new, happy, energetic Felicita who has lost 28kg…Wow…what happened? I hurriedly asked her? And that was the beginning of our long and funny conversation between two people who could not speak each other’s language. Felicita got sick and after seeing a doctor, she was given a long list of medication. The treatment was to become her companion for the rest of her life and she knew straight away that she could not afford it. The doctor advised her to lose weight as this would contribute to a cure. Almost, without a choice, she decided to embark on this journey of losing weight…and two years down the line, the results are just overwhelming. December is here again and as most of us look back at our resolutions, we will realize that once again, we did not meet them all. Obviously, we have very good excuses. This story of Felicita, an illiterate who is able to go rigorously through a long term diet of vegetables, fruits, lots of water and exercise should encourage all of us. Weight loss and many other resolutions are
often difficult because they require that we completely revamp our lifestyle. And that is when a strong willpower is needed. Truth be told, when we decide to do something, we usually lack consistency and discipline. One of the tips Felicita shared with me was her constant vision on the final goal. Every morning while she was sweating in her room jumping, skipping rope, she visualized herself fit and in good health. There are many common names used to describe willpower. Some call it determination; drive, self-discipline, self-control. Some psychologists characterize willpower, or self-control as the ability to delay gratification, resisting short-term temptations in order to meet long-term goals. It is also the capacity to override an unwanted thought, feeling or impulse. Having a strong willpower requires a conscious and concerted regulation of ourselves in everything we do. We should never allow circumstances surrounding us to tell us that we cannot make it. I know that at one point in our lives, we all travel that a tunnel of darkness and believe me, some tunnels are long, very long. Producing for instance, each quarter, a quality, educative, free magazine without any sponsor is one of the tunnels I have found myself engulfed in but unable to give up because of the impact it is making. What is important here is see-
ing the end result and strongly believing that through sacrifice, there is light at the end of every tunnel. Our perception in that tunnel, what we see and hear matter a lot. I wish I could tell every young African that if we dream it, believe it and work hard towards our goals, we can achieve anything we plan. The good news here is that it
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F
elicita is my friend Bea’s housekeeper. The last time I saw her was probably two years ago and she was what I would describe as a “round” woman. “Round” is my way of describing all fat people who behave as if they woke up the next day to find themselves overweight.
We should never allow circumstances surrounding us to tell us that we can not make it
is free to dream so you better dream big because with a strong willpower, all is possible. Force yourself to resist shortterm temptations in order to meet your long-term goals. Do not blame your misfortunes on circumstances or on other people, as J.K. Rowling says, “There is an expiry date on blaming your parents for steering you in the wrong direction; the moment you are old enough to take the wheel, responsibility lies with you.” TSM A strong willpower will take you far. The author is a Customer Service Trainer, Consultant and the CEO/Publisher of The ServiceMag sidossou@theservicemag.com
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BUSINESS MANAGEMENT
Respect for contracts and agreements drives business BY STRIVE MASIYIWA
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hen I first moved to live in South Africa, about 15 years ago, I was interviewed by one of the leading weekly business magazines, Financial Mail. It was probably the biggest interview I’d ever done as an entrepreneur. The journalist asked me what I considered to be one of the greatest challenges for developing businesses in Africa. At the time, I said that we needed to foster a strong culture for respecting contracts and agreements. To my sur-
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prise the editor decided to make it the cover page of the magazine! I believe strongly that respect for contracts and agreements drives business success. So many people believe they can just tear up an agreement, or completely ignore it, once its terms no longer suit their own interests. As you saw in the Nigerian shareholder disputes, my partners signed all the terms of the agreement when they needed me to secure the license and start the business. As soon as that agreement no longer served their own interests, or it stood in the way of what they wanted to do, they just cast it aside.
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Sometimes in business negotiations, you may not have negotiated as well as you could have. Sometimes later you find that you could have got a better deal. Perhaps you may even feel that the other party did not disclose certain things. Does this mean that you can then tear up the agreement that you just signed? For those of you familiar with the bible you may recall that Joshua was confronted with such a situation following his agreement with the Gibeonites. Joshua had every reason to feel cheated, but he did not tear up the agreement. Instead, he risked his life and that of his entire army to fulfill his obligations under that agreement.
Most importantly, God showed His approval for Joshua’s stance by helping him in his battle on behalf of the Gibeonites. The people of Israel were angry with their leaders because of the peace treaty. But the leaders replied, “We have sworn before the Lord God of Israel that we will not touch them, and we won’t. (Joshua 9:18). Does this mean you cannot try to renegotiate a bad deal with your partners? Of course not, but always do so first acknowledging and respecting at all times that there is an agreement. Do your best to get a better deal, but don’t act in bad faith by twisting and turning over something you agreed to. There are many people who will agree to almost anything when they want something, but as soon as they have what they want, or their circumstances have changed and they have more power (or money), they behave as though there was never an agreement. The Tentmaker said, “Don’t be like them,” because that is called “lawlessness.” Treat each agreement that you enter into with others as though you had sworn it by oath before God. For Africa to move forward, we MUST replace a culture of impunity with a culture of integrity...starting with our own families, businesses and communities. And we must model that integrity in our actions, not just talk about it! There will be times when, for any number of reasons, you
cannot fulfill your end of a deal you’ve entered into. In such situations, engage the other party and be honest in telling them your difficulty. Don’t run away or act dishonorably. There will also be time when you are a successor to an agreement entered into by others before you bought the business, or took it over from someone else. You are bound by every agreement that they entered into on behalf of that business. It was your duty to check every agreement beforehand.
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served: “Nearly all men can stand adversity, but if you want to see a man’s character give him power.” • If you are only humble and approachable when you don’t have a big office or money, what does this reveal about your character? • If you later show disrespect and contempt for those who ask you to honor your word, treating them like a nuisance, what does that say about your integrity? • If you tear up legal agree-
Nearly all men can stand adversity, but if you want to see a man’s character give him power. Abraham Lincoln
Once you sign it, then you must adhere to it. There’s a saying, “Caveat emptor.” It means, “Let the buyer beware!” It is your responsibility to do your homework in advance of signing any agreement. Don’t let anyone rush you, no matter how big or powerful you think they are. As your business gets bigger, others (like your staff) will enter into agreements on your behalf. If they were authorised to enter such agreements, then respect them, even if they are bad.
ments and do not observe legal contracts, this means quite simply that you do not respect rule of law. You are really only as big as the extent to which you will go to respect a contract and an agreement. For Africa to prosper, we must all commit ourselves not only to promoting rule of law, but also complying with and respecting the spirit of the law. TSM The author is the Founder of ECONET www.econet.com
Finally, remember once again what Abraham Lincoln ob-
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RECRUIT ATTITUDE, TRAIN SKILL BY LORENZA BEGUMISA
Linda RosenbergPresident and CEO, National Council for Behavioural Health wrote an article ‘RECRUIT FOR ATTITUDE –THEN TRAIN FOR SKILL’.
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n one of her pieces she quotes from a Hot Spotters piece in the New Yorker a few years earlier, where Atul Gawande featured an innovative doctor who changed 44 44
the face of health care in one Atlantic City clinic. Dr. Rushika Fernandopulle dared to rethink care delivery—and then hired with his new vision in mind.
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He built a team of what he termed “health coaches,” noting that their most important attribute was “a knack for connecting with sick people, and understanding their difficulties … Few had clinical experience. [Gawande] asked each of the coaches what he or she had done before working in the Special Care Cen-
ter. One worked the register at a Dunkin’ Donuts. Another was a Sears retail manager. A third was an administrative assistant at a casino.” More than ever before, the nature of our business requires us to—in Dr. Fernandopulle’s words— “recruit for attitude and train for skill.” This has gone to be world known as the winning formula for organisational success. For recruiters, one of your worst nightmares is getting an e-mail from a department head saying they just can’t work with a new recruit, and this is not due to the fact that they cannot perform (aptitude) but because working with them is a daunting task. As a recruiter and an HR practitioner, I have had the privilege to deal with numerous organisations and employees at the same time. As part of the interview process and as a hiring manager it is my job to ensure that an institution or organisation gets the “right hire.” This process is cumbersome since dealing with individuals can be a very dynamic process with the need to
be meticulous enough not to miss out on any red flags for potentially hiring a wrong candidate.
ered for scoring in games, interviewing and performing arts like ballet. It is important to be selfconscious of how you portray yourself to the people around you. If you wear the right attitude it will be evident and such people are often given positive feedback on how easy they are to work with, how good a team player they are, how they have passion for what they do, and this can be seen as attitude towards work.
In every interview process, an assessment is made on various areas pertinent to the job, including experience, knowledge, skills, attributes, employee stability and most important the salient feature of attitude, this is sometimes known as demeanour. Attitude encompasses a range of attributes, from personality, work ethic, ambition, commitment to a person’s general outlook on life. Attitude can be misread but can’t be hidden because it’s transposed through manner, disposition, posture etc. That’s why this is a pertinent value factor consid-
It is important to be self-conscious of how you portray yourself to the people around you.
If you are a hiring be it for work, home, or even choosing the right partner, attitude should not be compromised as it will illuminate one’s actions towards certain circumstances/assignments/projects in the future. While having great grades, education certificates and amazing accolades is pertinent, Remember ATTITUDE CANNOT BE TAUGHT. TSM The author is a Talent Acquisition Development Manager at NFT consult lorenza.begumisa@nftconsult. com
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KUBAKA ITSINDA RIHAMYE
BUSINESS MANAGEMENT
TUZI NEZA KO IYO ABANTU BAKOZE ITSINDA ARIBWO BAGERA KU BINTU BYINSHI KURUSHA UMUNTU KU GITI CYE, NGIYE KUBAHA IBITEKEREZO UKO IBI MBABWIYE MWABIGERAHO.
BY: LANSANA GAGNY SAKHO
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Singiye kubaha urutonde rwose rw’ibibigaragaza cyangwa ngo mbabwire ko ibi ngiye kubabwira ari kamara, ariko icyo nabizeza ni uko gukorera hamwe nk’itsinda bisaba ko buri muntu azana akantu kamwe undi akazana akandi mukubaka ikintu kinini iyo mubifitiye ubushobozi. Ariko si ko buri gihe amatsinda agera byanze bikunze ku ntego zayo, abantu bose bashobora kudahuza ariko mushobora gukora ku buryo itsinda ryanyu rigera ku byo ryiyemeje. KUGIRA INTEGO ZISOBANUTSE KANDI ZUMVIKANA Nta tsinda rishobora kugira icyo rigeraho ridafite intego ihamye, itsinda rigera ku ntego zaryo iyo buri wese akoze uko ashoboye agatanga umusanzu we kugira ngo bagere ku cyo bagamije. Itsinda rituruka ku mikoranire myiza iba iri hagati y’abarigize bakora bagamije kugera ku ntego bahuriyeho. Aha ni ho bavuga ko itsinda rigizwe n’abantu batari ibitangaza rikora neza rishobora kurusha itsinda ridakora neza ariko rigizwe n’abantu b’ibihangange.
IMYIFATIRE, IMYIFATIRE, IMYIFATIRE Imyifatire ni ikintu cy’ingenzi, si byiza gukorana n’ibihangange ariko bifite imyifatire itari myiza, nta kundi byagenda. Itsinda rigagazwa n’umusaruro ritanga. Hari abantu baba ari abahanga mu kintu runaka ariko ugasanga nta musaruro batanga mu itsinda, ibyiza urabareka ukabakoresha uko bameze ariko birumvika ko iryo tsinda ridatera imbere.
ngo ugere kuri ya ntego nini wifashishije intoya.
KUBAKA UMUCO WO GUKORERA HAMWE NK’ITSINDA
UBUNDI BUSHOBOZI BUKENEWE
Amasosiyete yose usanga afite inshingano zanditse, amahame, n’amabwiriza agenga imyitwarire. Ibi ndabikunda cyane mu matsinda kuko bituma buri wese yibona mu wundi kandi n’itsinda rikagaragara nk’ikintu kimwe kiranga abarigize bose. Iyo utangiye umushinga munini ushyiraho amategeko azagenga itsinda ryawe, umuco n’amahame azariranga kugira ngo bibafashe gukorera hamwe. Guhuza imikorere n’ibyo mwifuza kugeraho ni cyo kizatuma mutandukana n’andi matsinda.
INTSINZI NTIGASUBIRE INYUMA Birumvikana ko itsinda ritera imbere rigomba kudasubira inyuma, rigomba kwirinda kuganisha ibintu byose ku ntego imwe ahubwo rigashyiraho izindi ntego ntoya rizajya rigeraho nta ngorane. Ukora urutonde rw’ibyo ukeneye kugira
Myers Briggs yerekana ibintu wakwifashisha ngo ushobore gusesengura abagize itsinda ryawe. Ntiwifuza ko abagize itsinda ryawe bahora bahindagurika kuko abashya basimbuye abavuyemo iyo baje bahita bahindura icyerekezo n’intego, ugasanga bigushubije inyuma. Kuba hagati mu bijyanye n’impinduka bituma udahindagura byinshi bityo n’abo muhanganye bakabura aho baguhera. Kugira ngo itsinda rigere ahantu heza hashoboka ni ukubiharanira hagakoreshwa imbaraga nyinshi. Twizeye ko ibi twabagejejeho bizabafasha mukagerageza kubaka amatsinda meza. TSM Uyu mwanditsi ni rwiyemezamirimo ukunda guhanga udushya hana mu bitekerezo no mu bikorwa akaba aba muri Senegali . umuyobozi mukuru wa www.experts-visions.com
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Management participatif vs démocratie dans l’entreprise PAR GANDONOU S. MARCELLIN
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eut-on parler de démocratie dans l’entreprise ? Jétais en séance de coaching avec un chef d’entreprise et nous parlions de la discipline
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qui veut que vous fassiez les choses que vous avez prévu de faire au moment où vous avez prévu de les faire que cela vous plaise ou non et que les autres soient d’accord ou non.
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Je mettais l’accent sur le fait qu’une décision de discipline doit être impersonnelle, viser l’intérêt général et doit être objectif. Et il me faisait comprendre que nous parlons de management participatif et
qu’au regard de la définition de la discipline on ne peut plus parler de démocratie. La question est de savoir si on peut parler de démocratie au sein de l’entreprise. Leadership et Management participatif. Nous sommes tous d’accord sur le principe qu’aujourd’hui on ne peut diriger une entreprise sans que les collaborateurs ne comprennent ce dont il s’agit. Au début de l’ère du management, les managers établissent la stratégie et la politique générale de l’entreprise, la présentent ensuite et demandent aux collaborateurs de se l’approprier et de la mettre en pratique au sein de leurs départements respectifs. Après un bilan à mi-parcours les dirigeants s’étonnent que les objectifs ne soient pas atteints et les premières sanctions tombent. La grande question est de savoir si les collaborateurs ont été associés dès le départ et s’ils comprennent désormais là où l’entreprise veut aller. Un des défis majeurs du leader aujourd’hui est d’amener ses gars à faire une aventure avec lui et à se battre avec lui. Et le plus important est d’être présent pour ses gars sans
s’attendre vraiment à une reconnaissance immédiate.
niveau d’information et de connaissance.
Mais il ne faut en aucun cas perdre de vue que celui par qui le rêve est arrivé est le chef d’entreprise, même si vous partagez la vision avec eux, la perspective des choses ne peut être jamais la même. Par conséquent vous serez amené a prendre des décisions que les gens ne comprendrons pas sur le champ.
Du coup si le chef d’entreprise veut continuer par se battre pour son rêve il est obligé, à des moments donnés, en fonction de sa vision, de son imagination, de prendre des décisions qui peuvent mécontenter ses collaborateurs mais qui vont dans le sens de l’accomplissement du rêve entrepreneuriale.
DÉMOCRATIE DANS L’ENTREPRISE
Mais la bonne nouvelle c’est que lorsque les résultats arriveront ils vont se rallier.
Je surprendrais beaucoup d’entre vous si je vous dis que l’entreprise n’est pas un lieu démocratique en tout cas pas au sens politique du terme, de la même manière que la démocratie au foyer n’a pas le même sens que la démocratie politique. Ce n’est pas un lieu où on vote à l’unanimité les décisions. Par principe il faut associer les collaborateurs aux différentes décisions et aux orientations de l’entreprise. La question est de savoir si l’entreprise peut être considérée comme un hémicycle, la réponse est NON. Le manager ou le chef d’entreprise fait un voyage de vision et imagine son entreprise, quelque soit ce qu’il expliquera à ses gars ils comprendront en fonction de leur
Il est fort probable que certains quittent le navire. Ce n’est pas grave cela vous permet d’affiner les membres de votre groupe. Ceux qui commencent une aventure ne sont pas forcément ceux qui la finissent. Ne vous en voulez pas si les gens ne comprennent pas parfois vos décisions d’entrepreneurs par contre prenez soin de vous assurer que ce ne sont pas des choix fantaisistes pour satisfaire vos désirs égoïstes. TSM RENDEZ-VOUS AU SOMMET DE L’EXCELLENCE L’auteur est un Coach, Formateur, Directeur à H&C TOGO www.marcegand.wordpress.com
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BUSINESS MANAGEMENT
Youth talk
CUSTOMER SERVICE
TSM: What role do you play in order to influence change within your community? JEANNE D’ARC: My Cycling has inspired very many people in Rwamagana especially young girls. Just like Adrien Nyironshuti inspires a whole generation of Rwandan cyclists, she has affected the people of Rwamagana. Every time they meet me by the road, they tell me that they want to become cyclists because they see that I have gotten to the next level. Photo source: The nation , wamc.org
TSM: Why is cycling important?
MAKING HISTORY ON A BICYCLE JEANNE D’ARC
At 20 years, Jeanne d’Arc Girubuntu has transcended the status-quo and made history as the first woman of color, African woman and Rwandan woman to ever race at an international competition.
By Gloria Iribagiza
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n September, Jeanne raced at the 2015 Union Cycliste Internationale (International Cycling Union) Championships in Richmond, Virginia. Born in 1995 and raised in a village in Rwamagana District, in Eastern Province of Rwanda, she did not succumb to the stigma and hardships associated with women cyclists.
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JEANNE D’ARC: If I were not cycling, I would not be where I am right now. Cycling has saved my life and give me exposure. I have been to the US, Europe and so many other countries and learnt a lot. TSM: What do you consider the biggest challenge in your field?
She is part of Team Africa Rising, an initiative based in Rwanda that trains Team Rwanda and other cyclists from Ethiopia, and Eritrea. She spoke to The Service Mag (TSM) about how she started cycling in 2012, the motivation that drives her and the people who inspire her daily in her rise to fame as a female cyclist.
The SERVICEMAG Dec- Feb 2016
JEANNE D’ARC: The fact that I am the only female and there are no other girls in Team Rwanda is a challenge. There are seventeen cyclists on the national team and I am the only woman. There are some upcoming female cyclists but they are not yet on board.
TSM: How do you hope to overcome present challenges through your career? JEANNE D’ARC: Whenever we are at different competitions, I know that South Africa, Eritrea and Ethiopia are strong teams and they always have about five women riders and whenever I see them breaking away, I also join them so I can fit in, it helps but it is still very difficult to do this. TSM: What is your biggest success story and how has it made you feel? JEANNE D’ARC: Being the first woman of color competing at the world Cycling Championship is a big achievement. I am also very excited that a professional cycling team is interested in working and training with me. I will be joining them in the US in February and two months later, I will move to Europe when it gets warmer. In addition, I used to ask my parents for money to go for trainings and maintain my bicycle which was very expensive, but now I am able to handle these costs. I am very happy that I can do these things.
TSM: What motivates you to do what you do? Kimberly Coats and the Rwanda Cycling Federation have been very helpful in preparing me and organizing my trainings and travels. Knowing that there are people who support me keeps me going. TSM: What are your aspirations? JEANNE D’ARC: I want to be a professional cyclist. TSM: What is your take on service delivery in Rwanda especially in your profession? JEANNE D’ARC: By competing, I feel that I am providing a service for my country because we are changing the image of Rwanda. These days Rwanda is internationally known for cycling. The service delivery in the cycling fraternity is ok but there is need for more female cyclists. TSM: What is your message for the Rwandan youth? JEANNE D’ARC: Rwandan youth should embrace all sports and not segregate with statements like ‘this is for boys and that is for girls’ they should try all types of sports.
UP CLOSE When are you happiest? “When I race at international competitions I am happy because I am competing with international teams and improving my skill.” What inspires you the most? “Kimberly and Jock Boyer are always there for me and inspire me to be better.” What makes you sad/ want to cry? “In September at the All Africa Games, I missed a prized medal by microseconds and this was very sad and I cried.” Your favorite hangout spot? “I love spending time at home with my mother because I am always away and checking on my friends.” Favorite drink and dish? “I love drinking milk, and eating potatoes, matooke and cassava.” What gadget can’t you possibly do without? “My Microsoft phone” Your Dream Car/Bicycle? “A Prado and I already have my dream bicycle. It’s a Pimarello, it’s the world’s best bicycle on the market right now.” If you had one wish, which famous person would you like to meet in person? “Chris Sroom, the Tour de France champion.” Are you dating, single or married? “Single.” TSM Contact: glo.irie@gmail.com The SERVICEMAG Dec- Feb 2016
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YOUTH TALK
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OUR FRUSTRATIONS CUSTOMER SERVICE
OUR FRUSTRATIONS
CUSTOMER SERVICE FOR SECURITY GUARDS I am quite unhappy with the manner in which the security guards at UTC building carry out their duties. On numerous occasions I have been shocked by their rude and aggressive manner. Recently I went through and the detector beeped after I had put my things down, the guard shouted at me rudely to go back through. When I told him he should not treat me like that, his loud response was “I am security and can do whatever I want!� He refused to give me his name when I asked for it. I would like to urge the company, I believe it is Intersec to train their guards to treat people more respectfully.
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DSTV give us value for money! My knives are out for Multichoice Dstv/GoTV. We are paying for outdated sitcoms they are picking up for two pence: Everyone Loves Raymond ended in 2005, Friends ended in 2004, Jag Ended in 2005, Judge Joe Brown Ended in 2013, Walker Texas Ranger in 2001, the District in 2004, The only current stuff is on the news channels and sports channels. Surely we need to get value for money. Henry Rugamba
LANDLORDS - SERVICE TO TENANTS I am staying at one of the worst apartments in Kigali and the owner does not seem to understand that hygiene is an important aspect to healthy living. He does not realize the risk the
The SERVICEMAG Dec- Feb 2016
tenants, tourists and staff staying at his premises face. I have been living at the DV Apartments in Kibagabaga, for almost 3 years now but because of the attitude of the owner, I am searching for an alternative place to live. For 3 days, my apartment was smelling of sewage due to poor drainage systems. The house is literally falling apart and when I brought this to the attention of the landlord, he had the guts to hang up on me after claiming that I put stones in the sewerage system that is now blocked. There is a kitchen and bakery downstairs that sells freshly baked pastries and bread at the supermarket below. The water they use to bake the bread and chapatis might be contaminated with raw sewage! This presents a high chance of contracting diseases like cholera, typhoid and other water-borne diseases. Customers should take care. Kathy Mutheu
TRAFFIC POLICE SERVICE TO COMMUTERS I am concerned that the traffic police disrupt traffic instead of assisting its free flow. I pass the RDB crossing every morning and can confirm that it is a daily problem and getting worse. Every morning around 8 am and evening around 5 pm traffic police are messing up the flow of traffic and delaying commuters. In my opinion it would flow faster and in a more organized way if they let the traffic lights take control.
INYANGE Inyange nous vendait des gallons d’eau réutilisables. Comme c’était leur emballage, il nous donnait des gallons remplis d’eau et une fois vides, on les leur retournait pour en acquériur de nouveaux. Pourtant, sans avertissement au préalable, voilà qu’ils refusent les gallons vides qu’eux même nous ont vendus ! Que va faire le consommateur avec ces gallons ? N’avait-t-il pas le droit d’être informé, bien avant de ces changements, pour que lui aussi sache quel genre de gallon doit-t-il accepter ou refuser suivant les critères de l’industrie ! ne pouvait-elle pas fixer un délai pour d’abord récupérer tous les anciens gallons et ensuite diffuser les nouveaux gallons appropriés à sa politique ? En tant que consommateurs d’eau d’Inyange, nous nous
sentons injustement victimes de cette situation. Pouvez- vous partager mon expérience s’il vous plaît et demander à inyange de rectifier ce problème ? Michema Van Rwabukumba Root
Évidemment, je reconnais les efforts des pouvoirs publics pour améliorer et moderniser ses transports, mais il reste du travail pour que les usagers soient complètement satisfaits. Je suis arrivé très en retard mais plus riche d’une expérience. Xavier Lapouille
SUR LES BUS À KIGALI Aujourd’hui, j’ai pris le bus à Kigali. Depuis 2 ans, la ville a changé, des bus modernes de 3 sociétés se partagent la capitale. Je trouve mon bus de Kicukiro pour aller au centre ville. Une chance, il est vide. Un bus moderne et propre dans lequel je m’installe pour une somme raisonnable de 200 frw. En tout cas, j’essaye de m’installer car ils ont oublié une chose, c’est que les passagers ont des jambes et aucune place n’est prévue pour les ranger. C est un peu à l’étroit que je commence à m’impatienter, 10 min, 15 min, les gens rentrent peu à peu. 20 min … 30 min et nous n’avons pas démarré. J’avais pris de l’avance sur l’heure de mon rendez-vous en ville mais je suis maintenant en retard. 45 minutes après que je me sois assis, le bus démarre enfin ... Je me souviens d’un temps, pas si lointain, où les bus plus petits et d’un confort précaire sillonnaient la ville avec plus de rotation.
L’EPICURIEN RESTAURANT “I had a less than pleasant experience at l’epicurean French restaurant in kimihurura last Sunday when I briefly left my family at the restaurant while I went to run an errand. The French owner hassled my wife and her friend to pay the bill over and over because they had to close even after repeated confirmations from her that I was coming back in a couple of minutes. It was disrespectful, insulting and I wondered what to explain to our son what was happening. Even after I came at 5 mins after 4pm - he was unapologetic and simply run the Visa card and stomped off. My family and I will definitely find alternative cuisine establishments where service counts TSM more... The food wasn’t bad though the steak was overly done” Ben Ntaganira
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OUR FRUSTRATIONS
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YOUR HEALTH MATTERS
UKO WAKONGERA UBUDAHANGARWA BW’UMUBIRI TUBIKESHA -DR. RACHNA PANDE
ra n’ubudahangarwa bw’umubiri. Ama Antioxidants anarinda kandi agafasha kurwanya indwara ya kanseri. garwa buke ashobora kurwara impiswi, mugihe ufite ubudahangarwa bukomeye atakwandura.
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budahangarwa ni uburyo bufasha umubiri kurwanya indwara. Butuma umubiri ubasha guhangana n’ibirwara. Mubuzima bwacu bwa buri munsi, duhura n’indwara nyinshi, usanga zitera udukoko(bacteries), amavirusi(Viruses), ibibyimba, anaerobes, mycobacteria, n’izindi nyinshi. Iyo dufite ubudahangarwa bukora neza rero bituma tudakunda kurwaragurika. Ubusanzwe, kurwara ku muntu bituruka ku ngano y’udukoko dutera indwara ndetse n’imiterere y’ubudahangarwa bw’umubiri we. Urugero, ufashe abantu 2 ukabaha nk’ibiryo byanduye/ bihumanyije, ufite ubudahan-
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Ubudahangarwa buba bugizwe n’uruhererekane rw’utunyangingo, ingirangingo n’ingingo byose bifatanya mu kurinda umubiri. Utu tunyangingo rero ninazo zansoro z’umweru zikorwa kandi zikibika mu misemburo ya thymus, spleen, ndetse n’imisokoro y’amagufa. Izi nsoro z’umweru kandi zinaboneka mu bice bitandukanye by’umubiri bizwi nk’udusabo tw’amavangingo. Zirwanya kandi zikamira udukoko dutera indwara. Ni ngombwa kurya indyo yuzuye ikungahaye ku mavitamini, ibikomeza umubiri, ibirinda indwara n’izindi ntungamubiri zitandukanye nk’ ama antioxidants na fiber, utudodo duto dufasha mu igogora ry’ibiryo. Uku kurya indyo yuzuye bitanga intungamubiri, ari nako binafasha mu igogo-
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Iyi ndyo rero ni nk’imbogarwatsi, zirimo sipinaci (spinach), broccoli, amashu, n’ibindi nk’ibitunguru, karoti, ingano n’ubunyobwa. Imbuto nk’inkeri, amacunga, imineke, kokonati (coconut), n’izindi na zo ni ingirakamaro cyane mubwirinzi bw’umubiri. Kwirinda isukari y’umweru ubusanzwe itanga kalori (Calories) zonyine ntantungamubiri, no kwirinda kurya ibiryo bibyibushya nka za marigarine, amavuta y’inka n’ibindi nka byo, bifasha gukomeza ubwirinzi bw’umubiri. Ama acide abyibushya yo mu bwoko bwa “Omega 3 fatty acids” afasha mu kurinda umubiri kuvuvuka acyangwa gusaza ndetse agakomeza ubwirinzi bw’umubiri. Bityo rero ni byiza kwirinda kurya cyane ibinure by’ibikomoka ku nyamaswa, n’amavuta y’ibinyampeke nk’aya flaxseed, amavuta ya olive, hemp oil, n’andi akungahaye ku ma
Indyo umuntu afata kandi igomba kuba irimo n’ibirinda umubiri bihagije, kuberako biba bikenewe kugirango byongere abasirikari mu mubiri ari nabo bahangana n’udukoko dutera indwara. Mu gihe umuntu afata indyo yuzuye, aba akwiye kwitondera ingano y’amakalori (calories) arya mu rwego rwo kwirinda umubyibuho ukabije no kugira ibiro ndengakamere. Impamvu ntayindi ni uko ibi byombi bisenya ubudahangarwa bw’umubiri wa muntu. Ingano y’amakalori umuntu afata ishobora gushingira ku gitsina cye (gender) ndetse no ku mikoreshereze y’umubiri we. Ku bakunda kurya ibiryo bipfunyitse byoroheje (fast food), n’ibikungahaye ku masukari usanga biba birimo imisemburo ibirinda kwangirika, n’ibirungo bihindura ibara byangiza ubwirinzi bw’umubiri, bityo rero umuntu akwiye kubyirinda. Muri rusange, umuntu akwiye kurya ibiryo bitetse neza kandi akabirya mu buryo buboneye. Soda n’indi mitobe ipfundikiye irimo imisemburo iyirinda gusaza nayo burya ngo si myiza ku buzima. Kubw’ibyo umuntu ntakwiriye kuyifata buri munsi. Inzoga, itabi, n’ibindi binyobwa byonona ubuzima nabyo bizahaza ubudahangarwa
bw’umubiri ndetse bikanagiri n’izindi ngaruka nyinshi ku buzima. Ni byiza rero kubyirinda. Kugira isuku nabyo ni ingenzi cyane mu gukomeza ubudahangarwa bw’umubiri. Guhora urwaragurika, by’umwihariko iyo ufata imiti ikaze nabyo bigenda bizahaza umubiri kugeza ubwo biwuganza. Aha rero kugira isuku bishobora gufasha umuntu. Isuku ivugwa aha ni ukwiyihagira, kurangwa n’isuku mugihe
akamenyero ko gukora imyitozo ngororamubiri cyangwa n’indi mirimo y’ingufu. Ubushakashatsi buheruka gukorwa bwerekanako gukora imyitozo ngororamubiri nibura incuro imwe mu gitondo cyangwa nimugoroba hanyuma ukamara undi munsi wose wicaye atari byiza.
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acide ya Omega 3 fatty acids. Ubunyobwa bwo mubwoko bwa Walnuts n’amafi ni byo soko karemano y’aya ma Acide ya mega 3 fatty acids. Ni byiza ko umuntu yarya ibingwa cyane kuruta uko yarya ibikomoka ku nyamaswa nk’inyama mu ndyo afata ya buri munsi.
Bury ngo nyuma y’amasaha abiri umuntu yicaye akora, ngo aba akwiye gufata akaruhuko nibura k’iminota iri
Muri rusange, umuntu akwiye kurya ibiryo bitetse neza kandi akabirya mu buryo buboneye. umuntu ategura ibyo kurya, agabura cyangwa mu gihe arya.
hagati ya 15 na 20 akananura umubiri hanyuma akabona gusubira mukazi.
Gukaraba neza intoki bifasha gukomeza ubudahangarwa bw’umubiri, no kwirinda indwara zikomoka kumwanda.
Kunaniza ubwonko, cyangwa umubiri, no kutagira umwanya uhagije wo gusinzira nabyo biri mubizahaza ubwirinzi bw’umubiri. Ibi biterwa n’imvubura z’ubumara zongera imigoma n’ubwumagare bw’ingingo z’umubiri. Rero, umuntu akwiye kwirinda umunaniro ukabije kandi akagira ikiruhuko gihagije.
Gukora imibonano ikingiye ndetse no kwita ku isuku nyuma yo gukora imibonano mpuzabitsina birinda indwara zandurira mu mibonano mpuzabitsina. Gukora imyitozo ngororamubiri ku buryo buhoraho ni ingenzi cyane kuko bifasha umuntu kugira ubuzima bwiza buzira umuze, bikarinda umubyibuho ukabije ndetse bikanakomeza ingingo n’imitsi by’umubiri wose. Kubw’ibyo rero, bifasha kongera ubwirinzi bw’umubiri. Umuntu aba agomba kugira
Umuntu rero niyubahiriza izi nama zose, ntagushidikanya ubudahangarwa bw’umubiri we buzahorana imbaraga bityo bimugabanyirize ibyago byo kwibasirwa n’indwara zirimo na kanseri. TSM Inzobere mu by’ubuganga ku bitaro bya Ruhengeri E-mail rachna212002@yahoo.co.uk
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YOUR HEALTH MATTERS
FASHION
WITH A FLAIR OF AFRICAN
BY EFUA HAGAN
T
here is an ongoing debate that questions whether African prints have become mundane or whether it is and always will be a timeless form fashion. Although African textiles have been around for centuries, it’s amazing how their eye catching characteristics make it effortless to impress. Although this may be so, here are a few approaches one could use when dressing with an African flair. Make a statement. Generally the brighter the color or bolder the print, the more of a statement you will make.
There are different modern ways of tying a head wrap; some are more dramatic than others. Adorn with African print coated jewelry for a finishing touch to your overall look. Options may include a necklace, earrings,and a belt.
HOMEDÉCOR THATWORKS
Home accessories should comprise of items that inspire and bring you a sense of joy. Here are a few points to consider in achieving this outcome.
Consider wearing one statement piece to accentuate your outfit as a whole, and keep all other items muted. A Head wrap is a traditional African look that can add diversity to an outfit.
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Stick with a theme for a cohesive look.
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FASHION
Decide on a color scheme before accessorizing. You may wish to match accessories of contrasting colors with a neutral color scheme to create visual interest. Lighting can be used as a tool to create a desired mood in a room. Unique lamp shades are a good choice for accent lighting. Stick with a theme for a cohesive look. When grouping many objects together, vary their size and height to add visual interest. The floor is another blank canvas to accessorize. Area rugs are a fast and affordable way to introduce color, warmth and texture to a room. Items can be found at African Clothes Design ltd KN54st, Dallas House Email: friedrich.kouassi@ gmail.com
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CUSHION COVERS
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NECKLACES COVERED IN AFRICAN PRINT
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CHILDREN’S DRESSES
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BRACELETS
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LADY’S JACKET
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DYNAMIC LAMP SHADES
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HAIR ACCESSORIES FOR CHILDREN
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FASHION
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NEWS
Arts and Culture happenings in Kigali November 2015 BY: LAMELLE SHAW
Photo by: Natasha Muziramakenga
East African Nights of Tolerance Festival (EANT) This 4 day festival in its 4th year, took place from November 1922 at different venues in Kigali. Starting at St Paul’s, the event included performances by 12 dance troupes from all over Africa. This year’s theme was “Carte Blanche” (Speak out your Mind) allowing the dancers and choreographers to come up with any themes and issues they wanted to highlight. 58
It also marked their first collaboration with AMDA the African Mashariki Dance Association which holds similar festivals in different countries such as the ‘Time2dance Festival’ in Tanzania, the ‘Nairobi Festival of Performance and Media Arts’ and the Ugandan ‘Guerilla Arts Dance Camp’. The purpose is to encourage the growth and support of a regional creative community. On opening night at St. Paul, event organizer, Wesley Ruzibiza from Amizero Dance Kom-
The SERVICEMAG Dec - Feb 2016
pagnie introduced the festival which he said would be full of passion and creativity. The opening performance: “Just a Walk” by Julie Iarisoa from Madagascar was filled with energy and proved to be exactly that, “a return to the simplicity of life, living in the present before technology” as Julie said. It was followed by a somber silent piece called “Reborn, at the end of the tunnel” by a Ugandan troupe with a hip-hop flare. The Festival was hosted by several venues across Kigali in-
cluding the Youth Centre and Serena Hotel and was made possible by sponsorship from the Swiss Agency for Development (SDC), the Goethe Institute, l’Institut Francais and Positive Productions, Ishyo Arts Centre and the Rwandan Ministry of Sports and Culture.
the Neo Cultural Centre which supports 60 street kids and “More than Sparrows” which benefitted from an electric sewing machine donated by AIC. One of the main fundraising activities was a raffle with amazing prizes including a roundtrip ticket for 2 to Istanbul from Turkish Airlines, a night at
sponsored by HelloFood and giving away cookies.
Christmas in November – The AIC Christmas Bazaar
Mille Collines and many other goodies.
vulnerable and poor.” “It also benefits the vendors, they pay a small registration fee and are able to reach larger markets and network,” she said.
There are 2 fundraising events hosted by the African International Club every year in Kigali that expats and locals look forward to more than any other, 1 is the food fair in May and the other is the Annual Christmas bazaar which was held at Mille Collines by Kempinski on November 21st. The Christmas bazaar is marketed as an opportunity to buy locally made crafts and gifts for the Christmas season but the main purpose is to raise funds for the different cooperatives supported by the organization. Some of the co-ops they have supported in the past include
Everywhere you looked there were vendors from the entrance to downstairs and outside around the pool area and across the dining area. From beaded jewelry, to African home décor elements, colourful kitenge outfits, homemade body butters and jams and a full children’s corner where kids could have their faces painted, enjoy the bouncing castle and paint, it was a fun day for families and had something for everyone. Although most kids were quite happily rolling down the wet grassy hills for free, Father Christmas was also present,
AIC President Cheryl Mutabazi mentioned that the funds are administered by the organization’s small grants fund to support projects that are “worthy and sustainable and clearly create opportunities for the
AIC has organized this event for over 20 years, now the annual goal is to raise RWF 20 million. Other sponsors included Bralirwa, Rusizi, Rohi Executive Apartments and Roko among others. The event was estimated to have attracted over 1000 visitors. TSM The author is a cultural enthusiast, singer/songwriter and Founder of Communications Consultancy. rebrandingafrica@gmail.com
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NEWS
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PICTORIAL
Customer Service week On October 8th 2015, at the Serena Hotel; for the 3rd consecutive time the ServiceMag held a cocktail to mark the end of the Customer Service Week 2015, which started on October 5th to 9th 2015.
3 Most active companies during the Customer Service Week 2015 received certificates from The ServiceMag
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PICTORIAL
Heineken proudly sponsored the movie premiere for James Bond ‘SPECTRE’ on November 13th at Century cinemas.
The SERVICEMAG Sept - Nov 2015
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Kigali on November 27 2015, the 3rd Edition of Jazz Lovers’ Music Event produced by RG-Consult Inc, & Presented at People’s Nightlife Club Kacyiru by The Reknown “Neptunez Band” & Herbert Rock alongside thier Friends
AT SERVICE
YOUR
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AT YOUR SERVICE
BY JEAN PAUL UWAYEZU
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n our focus of recognizing great customer service practices in companies and organizations, we always feature exceptional customer service. One of our facebook followers received an exceptional welcome at an organization’s premises. Joseph Nsanzurwimo is the Administrative Assistant at CARE International in Rwanda where he has worked for 7 years starting as a Driver, Logistics Clerk and now as Administrative Assistant. He is married with 3 children.
Excelling at the Front desk
“I started as a driver,” Joseph recounts, “My aim was always to achieve my daily targets. Whenever I had free time, I would approach my colleagues and ask them what they do and get to know more about the organization. Joseph did not want to be a driver for life. So he decided he had to find a way to progress. “I was inspired by His Excellency President Paul Kagame in his speech on customer care in 2009” Joseph says, “He spoke about the relationship between customer service and the business sustainability (public, private and organizations) and its contribution to the country’s economic growth.” I realized that what I learnt from my colleagues was very helpful and I decided to go back to school. I had a diploma in Mechanic Engineering and decided to pursue a diploma in Accounting.” “My objective is to contribute to achieving Care’s objectives in Rwanda. So my focus is to be the best at what I do” he says. Everyone wants to feel welcome because it shows them that they are valued. This, Joseph says, is his motivation as he welcomes every guest. Joseph says he loves serving clients and it is their satisfaction that makes him happy. He would like this to reflect a positive image of the organization. He is frustrated when he cannot provide the service a client is looking for. Joseph’s typical work day starts at 6am with family prayers. He arrives at work at 7.30am and checks email and builds his To-Do list for the day. He is then available to receive guests and answer phone calls. He also handles the tasks to do with stocks and logistics management. “I always have lunch near the office so that I can go back to work as fast as I need to” he adds. His work day ends at 5.30pm and he checks with his supervisor for the following day’s schedule before he leaves office. To those who would like to excel at the front desk like Joseph, he advises, “You present the image of the organization or business to guests or clients and you must provide a good quality service to the customer’s satisfaction.” In his opinion, a front desk person should be respectful, polite and work fast. Joseph loves music and enjoys playing piano and guitar. He believes people should always learn from others and put into practice the good things they learn. 62
The SERVICEMAG Dec - Feb 2016
Joseph Nsanzurwimo
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