Tsm31 by The ServiceMag

ISSUE 31: Sept - November 2017

www.theservicemag.com

LL Y NEED OU NEED T KNOW O KN OW O IMPR O VE Y OUR SER VICE ALL AYOU TO TOTIMPROVE YOUR SERVICES

ITM Africa Ltd

Training and Recruiting to meet your human resource needs Ms. Lys Mwiza, Country Manager, Rwanda

YOU, ON SALE! YOU ARE THE IMAGE OF YOUR COMPANY LA FABLE DE LA POULE AUX ŒUFS D’OR ET LE MANAGEMENT MODERNE

IBYO WAMENYA KU ISUKU IKORERWA MU NDEGE

SCAN TO VISIT OUR WEBSITE

FREE COPY

HAVE YOUR SAY

Your Bank. Your Future. Banki Yawe. Ejo Heza.

Congratulations Mr. President. The Shareholders, Board of Directors, Management and all staff of BPR part of AtlasMara congratulate His Excellency Paul Kagame upon

re-election as the

President of the Republic of Rwanda. We look forward to 7 more years of driving this Nation forward.

We take this opportunity to afďŹ rm our commitment to Rwanda and being a partner in journey of its success.

KISIMENTI BRANCH NOW OPEN P.O. Box 1348 | Kigali Rwanda | Call Center: 1500 E-mail: info@bpr.rw | www.bpr.rw

Your Bank. Your Future. Banki Yawe. Ejo Heza.

2 The SERVICEMAG September - November 2017

@BPR_AtlasMara

@BPRAtlasMaraRw

BPR_AtlasMara16

BPR ATLAS MARA

BPR Atlas Mara

HAVE YOUR SAY

Kigali International Airport Main Terminal Builiding P.O. Box 6619, Kigali, Rwanda The SERVICEMAG September - November 2017 3 Tel: +250 (0) 280 280 600 Mob: 250 (0) 788 308 382 www.akageraaviation.com

PUBLISHER'S NOTE

ACHIEVERS ALWAYS STRUGGLE WITH EXCELLENCE

et me start this with a confession. We have reached a point in the production of our magazine where the only option left for us is to close down this business and move on to something else. The reason is simple. The business model of producing a high quality magazine that is distributed free is just not sustainable solely through advertisers. Many magazines and media houses have closed doors after us for the same reason. It is not by merit that we have maintained ourselves in the market for almost eight years now. It is just by pure passion but passion alone, unfortunately, does not pay bills.

that provides a full Business Process Improvement package composed of recruitment, training, coaching, capacity building, labor hire services and procurement solutions.

At this stage we are often tempted to reduce on the quality and standards of this magazine and offer a shoddy work that does not reflect quality, we could even stop our work on social media platforms where we compliment and complain on service providers, we could also sell copies of the magazines etc.

It is not often well regarded to ask for help, it shows our limits but we have also known that the ability to ask for help, admit you do not understand something, and confessing your challenges should be a set of values that many high achievers completely embrace.

William Arthur Ward, one of America’s most quoted writers of inspirational maxims wrote, “The price of excellence is discipline. The cost of mediocrity is disappointment.”

So before we close our doors, we are asking you all to help us sustain this publication, as Rwanda still needs to improve its services. It is true we have come a long way as a country to the level of service we see today, but we are not there yet. Improving customer service is still a necessity and sensitizing for it needs to continue.

For all institutions that have been striving to be excellent and maintain quality products and services, it is discipline that helps them to move on. Discipline not to accept mediocrity, discipline to push oneself to refuse mediocrity. Discipline to challenge one to always be/do better than yesterday. The discipline to be competitive with the person we were yesterday. And it is because of this zeal for discipline and excellence that we are extremely proud to feature in this issue ITM Africa, a training company that has disciplined itself throughout many years in Africa as a global human resource company 4 The SERVICEMAG September - November 2017

Over these past eight years of publishing this magazine, one of the biggest lessons we have learnt is that it is okay to be vulnerable. Yes we are vulnerable today and our operations can stop anytime. It is in these moments that we know to stretch and grow, one should absolutely spend some time learning to be vulnerable.

Enjoy the reading and as usual, we will be happy to read your feedback and suggestions. We thank you all for your continued support.

Sandra Idossou Publisher/CEO

HAVE YOUR SAY

CONTENTS 7 | CONSIDER PEOPLE TO PERFORM 8 | SUBSTANTIVE PROVISIONS TO WATCH OUT in International contract law that will ease your business 14 | YOU, ON SALE 16 | LA FABLE DE LA POULE AUX ŒUFS D’OR et le management moderne 18 | REBRANDING EMPOWER YOUR BRAND 25 | Marie Francine Umulisa - Head of Customer Service and Quality Assurance BPR 27 | WHY DOES YOUR BUSINESS NEED AN ONLINE PRESENCE? 28 | YOU ARE THE IMAGE OF YOUR COMPANY 36 | PERSONAL BRANDING FOR CABIN CREW

21-23 | COVER STORY

ITM AFRICA Ltd Training and Recruiting to meet your human resource needs

8 CEO / PUBLISHER:

Sandra Idossou sidossou@theservicemag.com

ENGLISH EDITOR: Aryantungyisa Otiti

aryantu@theservicemag.com

KINYARWANDA EDITOR:

Gaspard Habarurema gaspardhabarurema@gmail.com

FRENCH EDITOR:

Diana Ramarohetra diana@theservicemag.com

MARKETING CONSULTANTS Bea Umwiza: bumwiza5@yahoo.fr +250 788 304 226 Eva Gara: evagara@yahoo.com +250 782 029 803

PHOTOGRAPHY, DESIGN and LAYOUT: Lange technologiez www.lange.rw Tel: +250 789 720 480

CONTRIBUTORS:

Sandra Idossou, Michael Otieno, Georges Katureebe, Yinka Olaito Rwakiseta Herbert, Jean Pierre LAUZIER, Gloria A. Iribagiza, Dr. Rachna Pande, Strive Masiyiwa, Tazim Elkington, Gandnou S. Marcellin Agatako Happy, Didier Joyeux

THE FOLLOWING ORGANIZATIONS SUPPORTED US IN PRODUCING THIS ISSUE:

Equity Bank, Akagera Aviation Akagera Business Group, Ubuki Residence Hotel, ITM Africa Ltd, Printex Ltd

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 prepar- ing 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.

KNOWLEDGE IS POWER

19-20 | ADVERTORIAL

UBUKI

le choix du confort et de l’intimité

The ServiceMag Rwanda Tel: +250 788 781 562 Email: info@theservicemag.com advert@theservicemag.com www.theservicemag.com

LETTERS HAVE YOUR SAY

READERS’ LETTERS Service Mag is the best magazine I ever seen. This is my first time to come in Rwanda, when I landed at Kigali International Airport I saw your copy at the Lounge. Was extremely to see such an educative and sensitizing magazine. I wish you all the support. May God bless you. JOB

J’étais récemment parti en voyage en Europe et avais pris avec moi un de vos magazines, histoire de passer le temps, lors de l’escale à Amsterdam. Dans la salle d’embarquement, la personne assise à côté de moi m’a demandé si le magazine était européen. Et c’est avec une grande fierté que je lui ai répondu qu’il s’agissait d’un magazine rwandais. Merci pour le bon travail que vous faites. KEILA

I like and always enjoy your events. I recently attend your HIGH TEA CONVERSATIONS which was simply amazing and interesting. Hope to attend more of your coming events. Cheers CHRISTIAN

Ndabashimira byimazeyo ikinyamakuru cyanyu kubw’ibitekerezo bishya muzanira abanyarwanda. Nakurikiranye ku mbuga nkoranyambaga zanyu (Facebook na Twitter) TSM CHALLENGE muherutse gukora.

Twishimiye cyane kwifatanya muri “TSM high tea”. TSM high tea yadufashije kumenyana n’abantu bakora service zitandukanye ndetse twungurana ibitekerezo by’uko twanoza service dutanga kandi tumenya n’ahari ibibazo muri service dutanga. @theservicemag mwarakoze cyane gutegura icyo gikorwa. SHYAKA

Byatumye numva ngomba kugira uruhare mu kunoza serivisi mu kazi nkora.

Ikinyamakuru cyanyu kiraturyohera cyane ariko twebwe abo mu ntara ntibitworohera kubibona. Mwazakora ku buryo mukitugezaho mu turere twose two mu gihugu? Murakoze.

Mukomereze aho.

BOSCO

LAURA Please submit your comments and suggestions: Ese mwakunze inyandiko tubagezaho? turabasaba ngo muduhe ibitekerezo kuri:

editor@theservicemag.com

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FEATURE

Consider

PEOPLE to PERFORM By Tazim Elkington

What does organizational performance consist of and how is it measured? Everything about an organization depends on the culture, priorities and importance of the people and authentic leadership. The majority of organizations function on profits before people which is a totally outdated 20th Century model. In the 21st Century we cannot operate as we did in the past century. The world has changed and keeps changing at a pace that is so rapid that it is challenging to keep up. Technology is an ‘eye’ into a virtual world that is spinning and before you buy a product it is already being updated. The rate at which we are moving is not measurable and time seems to be the most sought after resource. What is clear is that our ‘value system’ is getting more compromised by the day – that is if it actually exists. The ‘profits before people’ syndrome is that lack of a value system and it revolves around materialism. I am not disputing the fact that we all need money to pay our bills regardless of whether one is poor or rich financially. The difference in my thinking is ‘how much is enough’?

We need to get back to the basics. This means one needs to start looking at our number 1 asset – PEOPLE! If an organization is not consciously involved and evolved enough to ensure that people are satisfied – profit margins will not be achieved. 21st Century mindsets demand that Leaders behave authentically. This means that ‘action speaks louder than words’. I am weary of people who use words to impress and pull the veil on others without actually ‘living’ their talk. Organizational performance begins with everything to do with people, their orientation, personal culture, creating a collective organizational value-based culture which is ‘taught’ and shared with every employee. These cannot be words on a page or a policy, this is about changing the biases that most people are socialized with and helping them overcome their limitations. Creating a

collective culture entails investing in people and teaching them about what real integrity, responsibility, trust, sharing, openness, collaboration and consultation means and how to live this. This is not a 3 day journey…this is a lifelong path once an organization decides its priorities are PEOPLE! www.tazim.net

Organizational performance begins with everything to do with people, their orientation, personal culture, ...

The SERVICEMAG September - November 2017 7

HAVE YOUR SAY

SUBSTANTIVE PROVISIONS TO WATCH OUT in International contract law that will ease your business By RWAKISETA Herbert

oving from domestic to international production and market supply can be a splendid move to expand business and market. Although the benefits of an international business venture are plentiful, they are accompanied by a significant amount of risk, which, if not properly mitigated, can far outweigh the rewards. To manage the risks, a formally designated risk manager should be involved to watch for these hazards and find ways to deal with them. One of the most common strategies is a four-step process based on identification, measurement, mitigation and monitoring. However, Due diligence is the best ally in risk mitigation, even more so when it comes to international contracts.

A contract, whether national or international, is the king and is always the first point of reference when a dispute arises between two commercial parties. Contracts clearly outline the detailed rights and obligations of the parties involved and also guide an arbitrator or judge in determining respective rights, obligations and remedies. When conducting business internationally, an airtight contract is by far the best way to ensure predictability and efficiency in business transactions, and properly protect partiesâ&#x20AC;&#x2122; interests in the case of a disagreement. Unfortunately, itâ&#x20AC;&#x2122;s common for entrepreneurs, in a rush to close a deal and get their business up and running, only to neglect

8 The SERVICEMAG September - November 2017

taking the proper time to review the agreements that will govern their business relationships much to their detriment. Although contracts are unique, they reflect companyâ&#x20AC;&#x2122;s specific needs and goals, There are at least two provisions that must always be included in agreement domestically or internationally: 1) Governing law; and 2) Dispute resolution.

HAVE YOUR SAY

Practice has proved that these two clauses are the most often overlooked, and yet have the potential to cause the most damage when not properly addressed while concluding the contract. Therefore contracting parties should; Clearly identify the jurisdiction of authority in the “Governing Law Clause” otherwise known as “choice of law”, is a fundamental component of an international contract. What this means is that somewhere in the contract, parties should clearly state the mutually agreed upon law of jurisdiction that will apply to and govern the terms of the contract in the event of a challenge. In a contract this can look like; 1.1 Governing Law – This Agreement shall be governed, construed and enforced in accordance with the laws of the Republic of Rwanda. Any dispute arising between the parties shall be dealt with exclusively in the courts of that country. In international trade, the contracting parties are typically able to choose the law that will govern their contract. Whether it be Rwandan law, or law of

the other countries contracting party, the choice is open to the parties. Parties are not limited to choosing the domestic law(s) of one of the contracting parties. For instance, if your business is in Rwanda and you are contracting with a Japanese company for the supply of electronics, parties can choose to have Rwandan law, Japanese law, or the law of any other jurisdiction applies to govern the contract, that might be advantageous to their situation.

still sometimes arise simply put, (having a dispute resolution clause is somewhat comparable to having an insurance policy on your car. You don’t expect to have an accident, but if you do, you’re protected)

It is therefore imperative that all parties to the contract properly negotiate and mutually agree on the governing law at the outset, so that there are clear expectations and no surprises down the line.

The clause should also address the governing law, the place, language of the arbitration and the number of arbitrators to be involved in the arbitration. A strong dispute resolution clause that is enforceable and clear is a critical step in the conclusion of commercial conflicts.

Choosing the best option in the “Dispute Resolution Clause” Litigation? Arbitration? A dispute resolution clause is important in any international contract because it clearly defines the methods and procedures for the resolution of disputes between the parties, whether it is through arbitration, litigation, or any other available options. Although parties may have an established business relationship amongst themselves, disputes, although not intentional, may

An arbitration clause could read “All disputes arising out of or in connection with the present contract shall be finally settled under the Rules of Arbitration by one or more arbitrators appointed in accordance with the said Rules.”

Parties should always consider that contracts should not be taken lightly since they are the cornerstone governing contractual relationships and therefore, due diligence, and engaging experts, when necessary, is of paramount importance to make sure their interests are properly protected. rwakisetaherbert23@yahoo.com

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FEATURE

YOU,

on Sale! By Georges KATUREEBE

usiness, and sometimes life is mostly about selling...I never thought so. I wish I knew this earlier in life. Before I discovered I was a sales person, I had been doing it by default. Now I know I am a sales person, whether I like it or not. I regret that I did not know this this earlier in life. Things would be different.

Every day I wake up and step out of my house, I start selling immediately. I sell my services, my skills, products, my grooming, my mannerisms, my speech, my posture..... I sell everything about myself. Some people like what I do, others don’t. Some people like how I talk, others don’t. Some people like how I dress, others don’t. Some people like my body posture, others don’t.... Whatever you sell, you may not win 100% of the targeted customers....and it’s ok. But you keep selling. I always find myself telling people what I do... convincing them how what I do can create value to their business. Now that is selling my services. Then I sell myself too. I want potential clients to like me... I want potential clients to trust me...I want them to believe in me.... So you have to keep selling... to me

this means adding value to people continuously. In my advisory and consulting business, I have a client I have known for the last 17 years... then one I have known for the last 10 years. 70% of my repeat clients, I have known for more than 5 years. These clients are happy to do business with me again and again. They often invite me for social gettogethers and we talk about the good times...they have become more than clients...they have become my friends.

Whatever you sell, make sure the targeted clients like it and love it, then you will be in business.

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When you sell yourself, you want people, clients, and customers to like you. When you are selling a product, you want consumers to love it. When you are selling a service, you want clients to be happy with it. And selling is not only about you selling to the world outside, it is done even at intimate levels, at personal and family levels. A man in the family must sell himself as a good husband and a good father. The woman in the house must sell herself as a good wife and mother. The children must sell themselves as good children to their parents. It can be disappointing to be stuck with a product, a service, or a person especially when there are better alternatives. Whatever you sell, make sure the targeted clients like it and love it, then you will be in business. gkatureebe@gmail.com

FEATURE

KWIGA UBUMENYI BWIHARIYE, BUFATIKA BUSHINGIYE KU BYO UBONA,

BUFITE INTEGO KANDI BUSUBIZA IBIBAZO BY’IKIGO CYAWE

Na Jean Pierre LAUZIER

bakiriya bakunda guhaha ariko usanga badasha gusondekwa. Uburyo bwo kugurisha bushingiye ku byo mukiriya akeneye butandukanye no kugurisha twari tumenyereye kuko ubu buryo butagusaba tekiniki zo kugurisha ushingiye ku byo umuguzi akeneye ahubwo bwibanda ku gukora ibishoboka byose ngo ubonere ibisubizo ibibazo cyangwa ibyifuzo umukiriya afite.

Abakiriya bakunda guhaha ariko usanga badasha gusondekwa. Uburyo bwo kugurisha bushingiye ku byo mukiriya akeneye butandukanye no kugurisha twari tumenyereye kuko ubu buryo butagusaba tekiniki zo kugurisha ushingiye ku byo umuguzi akeneye ahubwo bwibanda ku gukora ibishoboka byose ngo ubonere ibisubizo ibibazo cyangwa ibyifuzo umukiriya afite. Ikigamijwe mu kwigisha uko bagurisha cyangwa gutanga amahugurwa ajyanye na byo, gutanga serivisi nziza, gushaka abantu batandukanye mushobora gukorana, gufata ijambo mu ruhame, gushyikirana n’abandi byose bikorwa bafasha abantu gushyira mu bikorwa ibyo bize.Uubumenyi twahaye abahuguwe si bwo butuma babona umusaruro ahubwo uko bashyira mu bikorwa ibyo bize ni byo bituma bawugeraho. Ni ukuvuga ko ufashije abakozi bawe gukoresha ubumenyi n’ubuhanga bafite mu kigo cyawe bituma ugera ku musaruro ushimishije. Kuganira no gusangira ubumenyi, kugeza ku bakozi amabwiriza n’ubundi ubutumwa bwubaka buturutse mu buyobozi bukuru bituma barushaho kwitanga no gukora akazi bagashyizeho umutima kandi bagakora nk’ikipe imwe. Icyo gihe ikigo gitera imbere vuba vuba kandi umusaruro kigeraho urabigaragaza. Ubumenyi ufite si bwo butanga umusaruro ahubwo ibyo ukora wifashishije ubwo bumenyi ni byo bitanga umusaruro. Ikigo cyacu kizwiho ubunararibonye mu gutanga ubumenyi, kumenya gukora,

kumenya kubana kugira ngo ibafashe kugera ku byo mwifuza. Tubategurira amahuguruwa cyangwa isomo rijyanye no kugurisha, ryita cyane ku muco w’ikigo cyanyu, aho mukomoka, indangagaciro zanyu, abakeba mufite ku isoko, intego n’ibibazo mufite kugira ngo mushobore kugera ku musaruro ufatika. Mu rwego rwa serivisi duteganya gutanga no kugira ngo ubwo bumenyi n’ubuhanga bushyirwe mu bikorwa kandi butange umusaruro ufatika, turabasaba ko mwakongera ku mahugurwa dutanga gahunda yo gukurikirana abahugurwa ukabigisha akazi. Akarusho kacu ni

Ubumenyi ufite si bwo butanga umusaruro ahubwo ibyo ukora wifashishije ubwo bumenyi ni byo bitanga umusaruro. ugufasha abahugurwa byaba mu biganiro kuri telefoni, kubasura aho bakorera kuganira n’abakiriya n’abashobora kuba abakiriya b’ejo hazaza. Ubumenyi bwabo tububyaza umusaruro mu bikorwa bifatika haba mu muhanda ndetse no mu biro. Abitabiriye amahugurwa bava

mu muteto bari barimo kugira ngo bashobore kunoza uburyo bari basanzwe bakoresha mu gucuruza no kugera ku musaruro mwiza. Gukorera hamwe kwa Jean-Pierre Lauzier, umuhanga mu bijyanye no kugurisha, na Annie Bienvenue, impuguke mu itumanaho- bashingiye ku byo abahugurwa bakeneyebituma amahugurwa arushaho kuba meza, uyitabiriye wese agiramo uruhare rufatika, atanga ibitekerezo by’umwimerere, atuma uwayitabiriye wese ashobora gucuruza bimworoheye kandi bimuzanira inyungu. Ayo mahugurwa yibanda ku kwigisha abantu kugurisha bashingiye ku byo umukiriya akeneye, bakoresheje ibyabafasha byose ku buryo bufatika kandi abayitabiriye bagahabwa ubumenyi n’ubumenyi ngiro butuma bashyira mu bikorwa ibyo bize. Ayo mahugurwa atangirwamo imyitozo n’imikoro-ngiro, ibikorwa byose bakabifata amashusho hakoreshejwe kamera, ibyo bigatuma abantu biga vuba. Kuko ishusho yigisha kurusha amagambo, imyitozo bakoze bayifata amashusho bibanda cyane cyane ku bibazo, ibyo bituma babona uko bikosora nta ngorane. Uwitabiriye amahugurwa ahita abona neza uko agenda atera imbere. Uwo mwitozo utuma abantu bivugurura bakareka imikorere mibi bagatangira imikorere myiza. info@jeanpierrelauzier.com www.jeanpierrelauzier.com.

The SERVICEMAG September - November 2017 11

YOUTH TALK

Patrick Nsenga

BUCHANA By Gloria A. IRIBAGIZA

Patrick Nsenga Buchana, CEO of AC Group behind the Tap&Go smart payment solution, shares his experience working in the transportation sector during the Transform Africa Summit 2017

atrick Nsenga Buchana is a youthful Rwandan who is passionate about improving the commuters’ experience on Rwanda’s public transport system. His company, AC Group Ltd has played a role in Kigali’s transition to a cashless payment system using the popular Tap&Go smart cards. With over 960,000 users in Rwanda and 100,000 in Cameroon, they are changing the face of public transportation. TSM caught up with Buchana and here are excerpts.

TSM: How do you influence change within your community? BUCHANA: Every innovation we bring to the market is intended to make the commuters’ experience better. We look forward to a time when people will opt to ride buses over motorcycles and other private means of transport when going to work or school. I also sit on the Board of Directors of kLab that is an open space for Tech entrepreneurs and I share my experience; we also work with the management to convert the ideas into great businesses. I carry the same inspiration to the board

of ICT Chambers – PSF. I am also involved with a number of institutions whose values are in line with mine; I serve on the advisory board of Agahozo Shalom Youth Village among other institutions. TSM: Why should we change the Rwandan/ African narrative? BUCHANA: A lot has changed in the last couple of years and we need to learn from it, the solutions we need for our countries are with us. Africa has a lot of potential, we have been hearing

12 The SERVICEMAG September - November 2017

this for the last 2 decades but potential only makes sense when it is realised and Africa needs to start realising this potential. TSM: How can smart transport change the way people view Rwanda/ Africa? BUCHANA: By 2050, a big portion of the most populous cities are going to be in Africa and that means the traffic will always be unbearable. Already, this is a major challenge in some cities. If it takes us 30 minutes to get to work today, it will increase to 90 minutes, if not 2

YOUTH TALK

hours, and that means a reduction in our productive hours which on a large scale can affect the economy of the country. To cope with these changes, we need to reduce the number of cars on the road with an efficient transport system and that is how AC Group comes in. Less cars, better and comfortable public transportation for business people, students and civil servants like it is in London, New York and will be in Kigali soon. TSM: Has AC Groups vision been embraced by the people, in and outside Rwanda? BUCHANA: Yes, we had challenges at the start but government was very supportive and fully understood what value we were bringing on board. As time went on, they supported us in changing the mindset of commuters in Rwanda. Today, not only have they embraced it, they also give us feedback and ideas on what to improve. In Cameroon, they have also embraced the Tap&Go system and are excited to use this means of payment. TSM: Tell us more about Tap&Go and where it is headed. BUCHANA: Tap&Go has over 960,000 users in Kigali, 100,000 users in Cameroon and almost 90% of the routes in Kigali are fully cashless. We are now looking at a fully intergrated Intelligent Transport system that enables commuters to trust the bus schedule to get to work or school on time. We are also advising other governments on the continent on what smart city frameworks, regulation and partnerships to put in place for different smart city initiatives to sprout like Tap&Go. TSM: How has AC Group impacted other markets? BUCHANA: Today, the losses in public transport are significantly minimized, the government has personalized datasets to help them make decisions in favour of the commuters’ experience while also considering the private investors. They

are also able to plan for the city’s future with this data. TSM: What’s your take on the Customer Service delivery in the transport sector? BUCHANA: I believe there is a lot to be done in realizing the full experience of an efficient transport network but it is important to also note that the government and the different stakeholders are doing a lot to deliver the best service for commuters and other transport means like air transport, RwandAir is doing an incredible job. TSM: What has motivated you to this point in your career journey? BUCHANA: The need to contribute to my country’s development which later pushed me to know my continent better and the need to realize our full potential are the reasons why I keep pushing a lot of the visions we have.

great business or career. It takes a lot of courage, commitment, discipline and the never-give-up spirit and without these, it is impossible to keep going when things are not moving the way we expected.

UP CLOSE What do you enjoy doing/ hobbies/ past-time activities? “Football. This is my favorite activity every Saturday morning. I also like reading, great conversations and laughter over coffee or dinner also make my day.” When are you happiest? “When something I have spent time doing actually gets done excellently and when something good happens to a friend or colleague of mine.” What kind of music do you love listening to? “Gospel music. Hill Song is just awesome.” What books are top on your reading list? “Blue Ocean Strategy, Art of War, Good to Great.”

Tap&Go has over 960,000 users in Kigali, 100,000 users in Cameroon and almost 90% of the routes in Kigali are fully cashless.

What’s your favourite dish? “Chicken with anything.” What gadget can’t you do without? “My blackberry phone and laptop.” What is your ultimate dream car? “G – Wagon” What’s the craziest thing you’ve ever done?

TSM: What is your message to the Rwandan youth? BUCHANA: Allow me to quote Aristotle – “Excellence is never an accident. It is always the result of high intention, sincere effort, and intelligent execution; it represents the wise choice of many alternatives - choice, not chance, determines your destiny.” We must learn to have patience; it takes time to build a

“Starting a company with no management experience and taking on a huge project which turned out to be the most exciting life experience.” Are you single, dating, married? “Dating an awesome and very supportive lady.”

The SERVICEMAG September - November 2017 13

HAVE YOUR SAY

LA FABLE DE LA POULE AUX ŒUFS D’OR et le management moderne Par Marcellin S. Gandonou

ous connaissez certainement l’histoire de la poule aux œufs d’or. C’est l’histoire d’un fermier qui fit fortune grâce à une des poules qui pondait tous les matins un œuf en or. Un matin, il décida de tuer la poule afin de ramasser une fois pour de bon tous les œufs qui étaient dans l’estomac de la poule, parce qu’il ne supportait plus d’attendre tous les matins pour un œuf. A sa grande surprise, il constata que l’estomac de la poule était aussi vide que ceux des autres poules. Vous imaginez sa déception, il vient par la même occasion de couper définitivement sa source d’approvisionnement.

Je pense que cette histoire nous donne une belle leçon de management que nous pouvons appliquer aisément dans nos organisations et même dans nos familles. Voici la formule que je tire de cette fable. UNITÉ DE PRODUCTION + CONDITION D’EXCELLENCE LEADERSHIP = RÉSULTAT

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Selon vous qu’est-ce qui constitue l’unité de production ? C’est quoi les conditions d’excellence ? Et que peut-on considérer comme résultat ici ?

1. UNITÉ DE PRODUCTION J’ai pris l’histoire pour expliquer de façon simpliste le management moderne. Ici, l’unité de production c’est la poule.

HAVE YOUR SAY

Dans nos organisations et entreprises, ce sont nos collaborateurs. Ils viennent tous les matins au boulot pour travailler et produire du résultat. Henry Ford disait qu’on pouvait lui prendre tout ce qu’il possède et ce qu’il a construit, mais qu’on lui laisse les hommes. Il a compris qu’il pouvait tout reconstruire avec les hommes. Les entreprises leaders sont les entreprises qui investissent dans leurs unités de production (ressources humaines). Robin Sharma n’a-t-il pas dit que les entreprises leaders seront ces entreprises qui auront en leur sein le maximum de leaders ? Imaginez que vous êtes une entreprise commerciale et que vous arrivez à modéliser l’état d’esprit et la capacité de production de votre meilleur vendeur. Ensuite, vous le dupliquez. Vous aurez multipliez ainsi vos unités de production que de traire une seule avec le risque qu’elle lâche et ne soit plus capable de produire.

2. CONDITIONS D’EXCELLENCE Chaque unité de production a besoin de bonnes conditions pour produire du résultat. Dans le cas de cette fable, naturellement la poule était dans une condition donnée, et tout cela a abouti aux œufs en or qu’elle pondait tous les matins. Jim Collins suggère de mettre les gens hautement performants devant des opportunités et dans des défis qui vont leurs permettre de continuer d’exceller que devant les problèmes. Sinon, ils vont finir par devenir des losers et perdre toutes leurs capacités. Ensuite, sachez que dans toutes les équipes il y a des aigles, des canards, des lapins, des tortues… Ne vous attendez pas à ce que tout le monde produise le même niveau de résultat. Vous êtes au courant certainement d’un nouveau poste en vogue aux Etats Unis et en Europe « Happiness Manager » ou encore « Chief Happiness Officer( CHO) » au sein des entreprises. Le rôle du Happiness Manager est de s’assurer

du bien-être général et du bonheur des collaborateurs ou si vous voulez des unités de production pour s’assurer des œufs en or tous les matins. Le Happiness Manager s’assure, par exemple, que tout va bien dans la vie personnelle des collaborateurs. La question à poser en tant que manager serait : quelles conditions je peux créer pour m’assurer que je perpétue mon système, de sorte que même sans moi les résultats puissent continuer.

3. RÉSULTATS John Maxwell dit que : « La qualité du fidèle, indique la qualité du leader ». Je rajouterais que la qualité du résultat indique la qualité du processus. Notre paysan a oublié qu’il y a un processus dans le corps de la poule et qui finit par produire un œuf le matin. Il pensait qu’il avait un stock d’œufs dans l’estomac de la poule et qu’il suffisait de les ramasser une fois pour de bons que de s’embêter avec une poule tous les matins. Il faut donc comprendre les conditions, et superviser l’état d’esprit de l’unité de production pour que les résultats soient au rendez-vous. Certains définissent le management comme le pilotage des comportements et attitudes qui permettent de produire du résultat,

Le manager peut être un soustracteur de valeur ou un additionneur de valeur, en fonction de la qualité de son leadership et de son style de management.

je pense qu’il y a du vrai dans cette définition.

4. LEADERSHIP OU ÉTAT D’ESPRIT DU MANAGER En dernier lieu, le leadership est aussi primordial dans la capacité et la perpétuité des résultats des collaborateurs. Le manager peut être un soustracteur de valeur ou un additionneur de valeur, en fonction de la qualité de son leadership et de son style de management. Si le manager n’a pas de perspective lui-même, il ne peut pas faire avancer ou permettre à ses collaborateurs de progresser. Si le manager a un état d’esprit de pénurie, d’avarice ou de cupidité comme le cas de notre paysan, il tuera, au sens figuré du terme, ses collaborateurs. Vous connaissez certainement « la loi du couvercle » en leadership qui dit : pour que ceux qui sont en bas aillent de l’avant, il faut que celui qui est en haut (couvercle) progresse. Prenez une bouteille de vin mousseux, secouez-la fort. Si vous n’ôtez pas le bouchon, le vin revient à l’état de tranquillité de départ. Mais si vous faites sauter le bouchon après l’avoir secouer, vous verrez que pratiquement tout le liquide va s’échapper de la bouteille. C’est de cette façon que fonctionne la loi du couvercle. Votre attitude est déterminante dans la performance et l’excellence de votre équipe et entreprise. Rappelez-vous : UNITE DE PRODUCTION + CONDITION D’EXCELLENCE x LEADERSHIP = RESULTAT A votre Leadership ! Que la paix soit avec vous! marcelling@gmail.com

The SERVICEMAG September - November 2017 15

FEATURE

8 clés pour réussir le coaching parental Par Marcellin S. Gandonou

i vous êtes parents comme moi, vous avez certainement remarqué que nous sommes de plus en plus dépassés par nos enfants. Alors, consciemment ou inconsciemment, on laisse leur éducation aux médias, à leurs amis, etc. Alors pour vous aider, voici ci-dessous des outils pour votre mission de parent:

Inculquer des principes à vos enfants

« Les principes sont aux hommes ce que les racines sont aux arbres. Sans racines, les arbres tombent lorsqu’ils sont balayés par le vent. Sans principes, les hommes tombent lorsqu’ils sont secoués par les tempêtes de l’existence » Robin Sharma. Je pense fondamentalement qu’il vaut mieux diriger les gens avec les principes qu’avec autres choses. Les

valeurs changent constamment comme le dit Stephen Covey et en fonction des personnes en présence. Par contre, les principes ne sont ni soumis au temps ni à l’espace, ni aux rumeurs des gens. Si vous inculquez des bons principes de vie à vos enfants, vous pouvez être sûr que vous leur laissez quelque chose d’intemporel. Parlant de principe, il y a ce qu’on appelle le facteur de Gandhi constitué des principes qui ont guidé la vie du Mahmat.

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Il s’agit de l’honnêteté, le labeur, la patience, la persévérance, la loyauté, le courage et par-dessus tout, l’humilité.

N’importez pas les conditions dans lesquelles les principes vous ont été enseignés

Les anciens avaient des manières et moyens très spéciaux de faire passer le message d’un principe. Avant, par exemple, lorsqu’un enfant n’a pas obtenu

FEATURE

une note convenable selon le désir de ses parents, il pouvait être privé de nourriture ou il devait labourer une grande parcelle de champ sans répit. Et toute tentative de la mère pour lui apporter à manger en cachette, pouvait engendrer des problèmes avec le père. En fait, certains parents de nos jours, veulent éduquer ou enseigner leurs enfants en prenant pour référence la manière dont ils ont été éduqués euxmêmes. Vous pouvez vous prendre pour exemple, mais vous ne pouvez pas procéder de la même manière que celle qui a été adoptée à votre égard.

Soyez plus un modèle qu’un donneur de leçons

Nous donnons trop de leçons aux enfants à tel point qu’ils se demandent à quelle époque nous avons vécu. J’ai remarqué personnellement que lorsqu’on est donneur de leçons et faiseur de réprimandes, les gens finissent par se braquer. Robin Sharma dit : « n’attends pas des autres qu’ils se surpassent, si tu n’es pas prêt à te surpasser toi-même ». En d’autres termes, il faut être un modèle en commençant par être le changement qu’on désire voir au travers des enfants. Ne demandez pas à votre garçon de bien traiter les filles alors qu’avec vos amis, vous dénigrez fréquemment les femmes. Soyez le premier modèle de vos enfants.

Démystifiez-vous et soyez accessible

Certains pères évitent un contact trop proche avec leur fils de peur qu’il ne s’effémine et faire de lui un « Homme ». De mon avis, ce terme a aujourd’hui évolué. En effet, il faudra sortir des stéréotypes du passé. En mettant des distances avec votre fils, vous risquez d’être un mystère pour lui. Et il vous verra comme un objectif inatteignable. Je pense que l’un des indicateurs de réussite des parents vis-à-vis de leurs enfants, c’est que vos enfants vous admirent, s’inspirent de vous et décident de vous ressembler et de copier vos attitudes, les bonnes

naturellement. Sinon, il ira chercher un modèle ailleurs.

5 Travaillez à être un ami et confident Beaucoup sont surpris de voir que leurs enfants ne se confient pas à eux. C’est simple, vous n’avez pas construit de relations avec eux. La relation commence par de petites attentions quotidiennes : ■■

Comment s’est passée ta journée ?

■■

Est-ce qu’il y a un ou une de tes ami (es) que tu voudrais inviter à la maison ?

■■

Quel cadeau tu me proposerais pour l’anniversaire de ton papa ou ta maman ? je suis indécis

Ce sont de petites choses qui n’ont l’air de rien mais qui permettent de créer une conversation. Et comme vous le savez, c’est dans les conversations que les petits moments de connexion et de complicité se créent. La confiance se crée et la personne se livre à vous et épanche son coeur de ses petites inquiétudes.

6 Autorisez-leur l’erreur Parfois, on attend de nos enfants qu’ils soient constamment droits et sages. Du coup, on leur vole leur enfance et leur adolescence. Cette période de la vie où on fait des erreurs et des gaffes. Pourtant, ce sont vos propres erreurs qui vous ont permis d’être aussi aguerris et intelligents aujourd’hui. Les parents sont des conducteurs et des éducateurs et non des bourreaux pour les enfants. Je ne dis pas de laisser les enfants faire tout ce qu’ils veulent mais d’accepter qu’ils ne soient pas parfaits. C’est normal si ils commettent des erreurs au début, ils apprendront mieux, vous ne pensez pas ?

7 Ne soyez pas trop pressés Tous les parents veulent fabriquer des supers héros et des enfants super intelligents. Ils n’arrêtent pas de comparer

les enfants entre eux et de prendre les autres enfants comme modèle. Comme vous le savez il n’y a rien de plus destructeur pour les enfants que la comparaison et l’envie de vouloir plaire. En le faisant, vous les empêchez d’exprimer leur unicité et particularité, je dirais même que les parents qui font cela, appauvrissent l’humanité en empêchant les enfants d’être eux-mêmes. La comparaison entraine systématiquement des complexes. Lorsque l’enfant a l’impression de ne jamais satisfaire ses parents, il finira par perdre l’estime de soi et passera son temps à vouloir plaire et avoir l’approbation des autres pour se sentir bien. Si vous êtes trop pressés avec vos enfants, au lieu de faire des personnes merveilleuses, vous allez plutôt créer des monstres qui finiront par s’en prendre à vous plus tard.

Acceptez qu’ils aient leurs propres centres d’intérêt

En règle générale, les parents sont sûrs de savoir ce qui est bon pour les enfants et c’est de leur devoir de décider pour les enfants. Cela va être difficile d’enlever aux parents l’envie et le devoir qu’ils ressentent de tout faire pour le bien de leurs enfants. Je pense que c’est d’ailleurs noble de leur part. Mais honnêtement, vous vous trompez si aujourd’hui vous pensez que vous pourrez choisir à 100% pour votre enfant. Plutôt, aidez-les à choisir, accompagnezles dans leur réflexion sans l’imposer. Je pense que si les parents arrivent à comprendre et accompagner les enfants, les deux parties gagneraient énormément. Et par-dessus tout, amenez les enfants à bien analyser leurs choix de vies. Sinon, comme on le voit de plus en plus, les enfants vont adopter pleins de comportements rien que pour vous anéantir moralement. Que la force soit avec vous ! marcelling@gmail.com

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FEATURE

RE-BRANDING EMPOWER YOUR BRAND By AGATAKO Happy

hat is the first impression clients have of your brand? When a customer accidentally meets a brand, a powerful brand ensures he/she will always think of that business whenever he/she thinks about that field.

A brand should have a suitable logo; convey the right message to your business customers, have an easy to pronounce name and have a good reputation.

less meaningful as the days go by. That means it is time to rebrand.

If any of the above are lacking in your brand, consider re-branding. Rebranding or brand refresh gives a new living opportunity to your brand as well as your business. It may include changing your logo, color, Business name or Advertising themes. Rebranding is helpful for small, large, new or mature businesses.

Even if the market is now more saturated than ever, you have an opportunity to raise up your business. Your new image will attract powerful customers’ intention. Has your business gone through hazards in the past years? Rebranding gives you an opportunity to erase the negative image of the past.

• Rebranding raises the voice of your brand

• Your new brand, your modern image

It makes you stand out more as it distinguishes you from the competitors. Rebranding changes the message that your brand conveys for the best, hence raising your meaningful customers’ engagement. May be your business has operated for many years, but you realize that your brand is becoming less and

Your company can change focus or shift from a local business to an international one. In that case your brand must be able to communicate your new focus.

• Rebranding is just repositioning your company

agatakohappy@gmail.com www.lange.rw

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Rebranding or brand refresh gives a new living opportunity to your brand as well as your business.

HAVE YOUR SAY

The SERVICEMAG September - November 2017 19

HAVE YOUR SAY ADVERTORIAL

UBUKI

le choix du confort et de l’intimité Ubuki Toi qui nourrit et soigne les corps et les cœurs, et sait mieux que tout autre mettre du baume sur des âmes déchirées qui guérissent. Ici chez toi la fin des voyages pour certains C’est le commencement de la vie pour ceux qui t’honorent de leur présence

Kimihurura, 28 KG 566 Tel : 0789 906 424 Web: www.ubukihotel.com 20 The SERVICEMAG September - November 2017

ADVERTORIAL HAVE YOUR SAY

TSM : Parlez-nous brièvement de Ubuki? Ubuki Residence Hotel est ce qu’on appelle un ‘Boutique Hôtel’ cinq étoiles situé à Kimihurura, 28 KG 566 St, juste derrière le Parlement du Rwanda, à cinq minutes du Convention Center et à 15 minutes de l’aéroport International de Kigali. Ubuki Residence Hotel dispose de huit chambres de luxe qui offrent une expérience unique de tranquillité, de confort et de luxe. Nous disposons aussi d’un restaurant avec une cuisine méditerranéenne faite de couleurs et de combinaisons de saveurs en parfaite harmonie avec l’esprit de l’hôtel. TSM : En quoi est-ce que le concept de cette boutique diffère des autres grands hôtels de la place? De manière générale, un Boutique Hôtel diffère d’un hôtel régulier de par sa taille. Ensuite, nous offrons un service personnalisé et une expérience unique. Nous concentrons nos efforts sur le confort de nos clients avant tout, nous leur offrons un espace de tranquillité. Nous accueillons un nombre limité de clients, ce qui rend le séjour plus intime.

Nous sommes conscients que la qualité de service est un enjeu majeur pour faire la différence c’est pourquoi à Ubuki Residence Hotel nous portons une attention particulière à nos clients, à leurs besoins, leurs attentes. Et nous allons au-delà des services basiques, plus que ce vous pouvez trouver ailleurs. Vu que nous ne sommes pas grand (en taille), nous avons la faculté de nous consacrer au client et à leur satisfaction. TSM : Donnez-nous 3 raisons pour lesquelles Ubuki devrait être le nouveau choix pour tous ceux qui cherchent un service exclusif? Notre équipe est constituée par des jeunes gens motivés, qualifiés et dévoués à leur tâche. Notre Boutique Hotel est prisé parce que nous l’avons rendu plus luxueux, plus relaxant et intime pour nos clients. Nous avons toujours eu de bons retours de la part de nos clients grâce à cet engagement. Un service personnalisé, taillé sur mesure, et donner la priorité à la satisfaction du client en lui offrant un service de haute qualité sont les valeurs qui nous caractérisent.

TSM : La qualité de service est un enjeu majeur pour faire la différence. Comment comptez-vous arriver à un standing élevé au niveau des services?

The SERVICEMAG September - November 2017 21

COVER STORY

ITM Africa Ltd

Training and Recruiting to meet your human resource needs

Created in 2011 in Lubumbashi – DRC by Mr. Monga Sylva, ITM started mainly as a training company registered as ‘International Training & Motivation s.a.r.l.’ with the aim to achieve organizations’ success through staff motivation. Following exceptional service delivery, expertise and professionalism, ITM Africa Ltd became the icon of human resource solutions. The brand quickly expanded in various regions of DRC then South Africa. ITM Africa Ltd opened its doors to Rwanda in the beginning of 2017 with a vision to make Kigali the hub of East African operations while expanding to several other regions of Africa by 2018.

ITM Africa is a global human resource company that provides a full Business Process Improvement package composed of recruitment, training, coaching, capacity building, labor hire services, business process outsourcing as well as logistics and procurement solutions. Our organization is known for its effectiveness and efficiency, especially in the recruitment of qualified and competent candidates in various areas (mining, agro-industry, banking, telecom, hospitality, construction, retail, exhibitions and many other commercials activities)

ITM Africa is currently employing over 2000 well-trained and motivated agents in several areas of our regional network. Our Mission: Ensuring the total satisfaction of employees and employers •

For Employers; Optimizing their development in human capital

•

For Employees; Fostering personal and professional fulfillment in a dynamic career management

ITM AFRICA’s team at their offices in Kigali Heights

22 The SERVICEMAG September - November 2017

COVER STORY

About Mr. Sylva Monga Congolese by decent, Mr. Monga was raised in Germany and undertook his early education in Rwanda in Mudende Sector in the Western Province. He studied Business Administration there after, he went to Germany. After gaining working experience there, Monga returned to Africa in 2011 to establish ITM in DRC. Today, the company has expanded to South Africa and Rwanda and will soon open offices in Angola, Congo Republic, Gabon and Central Africa Republic.

Mr. Sylva Monga, ITM Africa Ltd’s Founder

Monga has a strong admiration of Rwanda, highly complementing the effective Rwandan leadership and peacefulness the country enjoys. He acknowledges that Rwanda has a population with a big vision which ITM wants to be a part of.

peaking in an exclusive interview with The ServiceMag in August, the company’s founder Sylva Monga shared his insights on ITM’s vision of enabling the many Rwandan youth acquire permanent jobs in the short term and how ITM intends to open Africa’s borders.

Below are the excerpts;

TSM: What kind of labor do you recruit?

TSM: Kindly take us through the history of ITM.

Monga: From sweepers to managing directors. We look at every kind of staff from around the world. It depends on how much money a company is putting on the table to recruit and the qualifications they need.

Monga: ITM is an African concept, which we see in terms of Africa growing. We can’t grow without qualified man-power. When I came back to Africa from Germany, my idea was to create a very big company with well-educated staff. I started it in the Democratic Republic of Congo (DRC) with the vision that it would grow to one of the biggest companies in the region. After DRC, we opened in South Africa and are now in Rwanda. TSM: So what do you do at ITM? Monga: We are labor brokers also involved in logistics and procurement. This means that we bring lots of solutions to companies depending on their needs. ITM AFRICA’s team training staff of Grazia Apartments

TSM: Rwanda is a country with youth comprising the larger part of its population, many of whom are unemployed. What are your plans for them now that you are here? Monga: My target is to have over 1,000 youths in Rwanda recruited and placed in different companies just as we did in DRC. We started with eight people and today we have over 2,000 people. They all have permanent jobs and have constantly been receiving trainings from us. Our approach is to have highly skilled professionals everywhere. We offer each of our recruits free training when we recruit them for a company. Every year, we choose a certain number of trainings for our different employees to undertake. TSM: How do you maintain the relationship with the new recruits? Monga: When we recruit someone for a company, he or she automatically becomes a member of our family. The employer sends us a percentage of the person’s salary every month and we have a responsibility of training them and improving their skills and experiences so as to enable them to grow The SERVICEMAG September - November 2017 23

COVER STORY

About Ms Lys Mwiza I grew up in Rwanda. I studied at the Adventist University of Central to Kigali Independent University and later at Oklahoma Christian University. My career journey started in DHL where I joined as a customer service agent at a very young age when I was just starting University. This was the foundation that pushed me to aspire for career growth mainly in the service industry. I was then recruited by Bank of Kigali to join their customer service team. I progressively developed my career in the bank from entry level to Premier Banking Manager. Working for one of the largest organizations in Rwanda made me understand that the value of quality work delivery; understanding customer needs and adapting products and services to their needs can have a tremendous impact on their daily lives and businesses. It has since become my passion and my vision could not have been better than joining ITM Africa. The opportunity to join the group as Country Manager for Rwanda has given me the pleasure to enjoy this new HR dynamism; seeing people entrust us with their career future and the efforts we make to help them achieve this goal, assuring businesses that we have the best solutions to enhance their growth, keeps our Rwandan team motivated and geared to a brighter future.

Ms Lys Mwiza, ITM Africa Ltd Country manager, Rwanda

professionally overtime. We focus the trainings on areas they are weak in such as customer service, time management, and ethics to mention but a few.

We plan to embrace new technologies as Rwanda is looking to becoming an ICTbased economy and contribute to the development of this country.

ITM owns the 370 module whose courses cover everything. The trainings are intensive in that people are trained for eight hours per day compared to a university where one can have only one lecture per day.

Our plans in Rwanda are long term and our vision is that in the next few years we shall not be restricted by geographical borders but have one Africa.

TSM: What are your plans for Rwanda? Monga: ITM Rwanda is a Rwandan company managed by and has a team of only Rwandans.

My idea is to have all youths know that they can start from somewhere and grow from that point. TSM: You speak of having one Africa but labor mobility is a big issue in many countries today. How are you working to overcome this challenge

such that Rwandans are able to work anywhere on the continent? Monga: I trust African young people and I am committed to continue investing in them, in their skills, in a few more years, this company will have people employed here and beyond. TSM: Lastly, ITM is finding other human resource companies in the market and competition is becoming stiff. How do you intend to come on top? Monga: ITM sets itself apart through its high quality of work. Our workers in any company perform in the best way and strive to maintain our number one spot.

ITM in sustainable Corporate Social Responsibility ITMâ&#x20AC;&#x2122;s Corporate Social Responsibility (CSR) is well adaptable in Rwanda. ITM intends to start contributing funds every month to support genocide widows and orphans around the country. ITM believes that by being a part of rebuilding their lives from scratch, the beneficiaries stand to serve more towards the development of the country. Their second contribution to the community is improving careers and building capacity of the youth. ITM Africa Ltd has signed an MOU with the City of Kigali Employment Service Center for Mentorship programs, apprenticeship programs, internship and pre-selection for vacancies of successful candidates. 24 The SERVICEMAG September - November 2017

AT YOUR SERVICE

Marie Francine Umulisa

- Head of Customer Service and Quality Assurance BPR

Marie Francine is the jovial always welcoming Customer Service Head, at BPR. She has worked with BPR for two and a half years but has experience spanning over a longer period. Marie is passionate about her job.

Marie Francine has worked as a Professional Banker since 2008, when she graduated from School of Finance and banking .She holds an MBA in International business Management from Oklahoma Christian University. She started her banking career with Access Bank (Rwanda) as a teller, was recommended to become a Branch service Head in 2012, then to lead Corporate Communications and Total Quality Management in Access Bank from 2013 until 2015. She joined BPR as Marketing Manager and was recommended to be the Head of Customer Service and Quality Assurance since January, 2017. How did she get into Banking? Marie Francine says she dreamed of becoming a banker since she went to University. “I have always considered banking a decent and smart profession,” she says.

She loves her job and is constantly inspired by customer feedback, friends who encourage her. As a banker, she feels that every day is a new day of learning and she is happy that this keeps her updated in business environment. What does Marie enjoy most at her present job? “My job gives me the opportunity to embrace diversity,” she says, “I am naturally passionate about people and humanity and getting to work and interact with different types of customers allows me to see differences in people and manage each differently.” She is thrilled and finds great fulfillment when she ‘turns an angry customer into a happy one,” and she adds that improving the service culture of BPR is one of her goals and passions. Even a well-loved job will have challenges and Marie Francine admits that cultural change and teaching people that service

should always be an attitude rather than a profession has been quite challenging. A typical day at work starts about 7:50 am when she gets to work. “Most of mornings I walk around the banking hall to see customers, attend to their complaints and queries.” As the day progresses, she works on different projects that enhance Customer service in BPR. Her advice to young people seeking to pursue a career in banking is, be passionate about customers and fight for their wellbeing, enjoy attending to people and be good at problem solving. She urges aspirants to also have to be patient, ambitious and always have a positive attitude even in hard situation. Marie Francine is a mother and outside her work schedule, she enjoys being with her daughter and ‘hanging out’ with her friends.

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FEATURE

AUTHENTICITY By Tazim Elkington

ne may ask, why authenticity? The simple answer is that most people say what others want to hear rather than what they really feel. The reasons for this are many revolving around socialization. The various layers of our conditioning vary from cultural, traditional, religious, educational to community, tribal, racial and status.

When a person takes a journey to themselves inwardly, this is the point to ask oneself ‘why do I behave the way I do?’ How many are willing to take the time for this journey? Living life creates certain priorities however with the many distractions and even more external obligations, the journey to the inner self is a book collecting dust on many shelves.

your life! What does being authentic really mean? Genuine, accurate, dependable, reliable, trustworthy, original are words quoted in the thesaurus. How many people can you count, on one hand, who you know that fit this description?

I decided to start that journey many decades ago. Caution, once you do begin that journey, it is not possible to go back. It has taken me through the twists and turns within my mind that have surprised and keep surprising me to no end. This is not a journey for the feeble at heart, or those who dance around compliments from others or for those who are in professional fields where lying is a trade.

Authenticity is not something one is born with, it is a way of life that one creates of their own choice. Much of our world is made up of double standards, putting others down, being negatively selfish, greed, biases, painful experiences and unexpressed emotions. When this journey towards the BIG A begins, I assure you that all those locked places inside will start to open and saying one’s truth becomes paramount.

This journey to oneself is about the BIGGEST challenge you will ever take in

The most important part of this path is to ensure one sweeps out their

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accumulations of the past, the buried hurts and scars and the projections of blame on others. The necessity to take responsibility for one’s own life is paramount to reaching clarity on the meaning of life. The trillion dollar question – what is the meaning of life? Is it based on external achievements, landmarks of proof, bank balances or is it about finding that peaceful space inside that no-one or nothing can touch? Now that is the question you need to ponder … Tazim Elkington - The Indian Black Butterfly! Paradigm Shifter, Trainer, Writer, Speaker, Hypnotherapist, Poet and Qreator of the ‘Q Factor’ Checkout my website: www.tazim.net Video: A proud Kenyan woman Mobile: +254-714-434-574

FEATURE

WHY DOES YOUR BUSINESS NEED AN ONLINE PRESENCE? By Didier Joyeux

ave you ever realized that your business needs an online presence? It is absolutely essential. Can you guess why? Even if your company does not conduct business online, customers and potential customers are expecting to see you online. By online presence most of us reflect directly to their Facebook page or Twitter account. However, your online presence stands for something greater than that? What about having your own website? Why can’t you set up a virtual version of your business, with a welcoming, informative website?

Here are just a few of the many reasons why your business needs to establish its online presence:

MAKE IT EASIER TO SHOWCASE YOUR PRODUCTS AND SERVICES

MAKE IT EASIER FOR POTENTIAL CUSTOMERS TO COME TO YOU

The Internet gives businesses an effective platform to showcase what they have to offer. Your clients can find your portfolio and testimonials from other clients on your website. They can even do this outside of business hours. An online presence is an extension of your brand that never sleeps.

Today, if someone wants more information about a company, they will most likely do their research online. Whether they’re specifically looking for your company or they just want to find any company that offers the products or services that your company offers, having an online presence will give you a competitive edge. Potential customers will not put a lot of effort into finding you, and they should not have to. A simple Google search should provide them with all the information they seek. Your company’s website is listed in the search results. After browsing your website, a client should be satisfied that you can provide what they need. You’ve just earned another customer! If you don’t have a website, think about the loss you will be experiencing.

MAKE IT EASIER TO MARKET YOUR BRAND Websites are excellent marketing tools. They are also some of the most cost effective methods of sending out information to thousands of people. Online marketing is extremely important for all businesses because it has a huge influence on the way consumers make purchasing decisions. Modern consumers have even indicated that they look at companies in a negative light if they cannot find them online. Using the internet for marketing purposes allows you to overcome distance barriers. Persons thousands of miles away can be learning all about your business with just a few keystrokes. An online presence is one of the most important investments that a business can make. Didier@lange.rw www.lange.rw

The SERVICEMAG September - November 2017 27

FEATURE

Your are the

IMAGE

of your company By Sandra idossou

met Emmanuel last time at this bank and complained about the fact that I was not receiving my bank statements. Just like the staff, I had in the past complained to, Emmanuel told me that he will personally take care of this issue. Of course I didn’t believe him.

My surprise came in when in the evening; he called me to inform me that he will continue the next day to solve my issue. I was very impressed by his call and quiet amazed to receive the next day all my bank statements via my e-mail. Service staff have an important role as they represent the image of their company. When a customer deals with a staff, he is dealing with the whole institution. Often service people are the “company” in the eyes of the customer. Every company needs a good image and reputation that can only be achieved through the professionalism of its staff; both contact and supporting staff. Front line people need to understand that they bear the 28 The SERVICEMAG September - November 2017

entire image of their company on their shoulders. They should be empowered in becoming more effective in assisting clients. Here are some few tips to help you give a good image of your company to your customers.

1. Leave your problems at home before coming to work. Customer service is all about delivering exquisite service to customers while they are at our shops. If service people come to work with their personal issues, they will not be able to play the role they are supposed to play. Everyone goes through personal issues of some sort and it can be difficult to concentrate on one’s job. For this

FEATURE

reason, it is essential to keep personal problems to at the entrance of the company. When you are at work, focus only on that work. Separate your personal matters to your work. Do not allow them to jeopardize your position in the work place.

2. Do what you say you will do. Even though your personal promises are from you to the customer, the results reflect on the entire company. Customers know that if they can trust a company’s representative (Emmanuel for instance in my experience), then they can trust the whole company (Ecobank). Know and respect the promises that are written on your company brochures, websites and other advertising tools. If your company advertises that you are a 4 star hotel, you need to be able to portray that in the way you handle the customer. Be honest with your customers. Let your word be a commitment. Avoid making empty assurances and unrealistic promises no matter how small they are. There is a Hebrew proverb that says that “Promise little and do much” and Denis Waitley also says that “Losers make promises they often break. Winners make commitments they always keep”.

3. Show concern to your Customers. Clients just want immediate answers or at least helpful information when they want it. Contact staffs actions, attitudes, communication skills; behaviors should really “sell” the company’s image to customers. Their approaches should show concern. They should show empathy because it is an important component of Customer Service. When they show concern about what matters to customers, they will then be able to offer the exact services that will satisfy them and make them become loyal to their businesses. As a frontline staff, remember that you have an important role as an ambassador of your company. The good image and reputation of your company lies in your hands. When you are talking to a customer, note that you are talking on behalf of all your colleagues. So be responsible. “As far as customers are concerned you are the company. This is not a burden, but the core of your job. You hold in your hands the power to keep customers coming back – perhaps even to make or break the company.”. sidossou@theservicemag.com

“As far as customers are concerned you are the company. This is not a burden, but the core of your job. You hold in your hands the power to keep customers coming back – perhaps even to make or break the company.”

The SERVICEMAG September - November 2017 29

FRUSTRATIONS HAVE YOUR SAY

OUR FRUSTRATIONS

WASAC, PLEASE SEND WATER!!! We often talk about service delivery for purposes of efficiency and customer satisfaction, my residential area (Samuduha Kanombe) has been without running water in anyone’s house for a couple of months now. This is not only a threat to the area residents but also to the country since as we all know, poor hygiene can cause serious epidemics that might put a country in a crisis. I have tried to make a call (social media) to the responsible organ Wasac Rwanda for the last full month but all I keep getting are (usual civil servant slogans “kindly bear with us as we handle this matter”). Now a jerrican of water costs 500frw with transport and labor implications. As a responsible citizen, I’m concerned by the way we prioritize basic needs as a country. Water is as basic as oxygen. My call is still fresh and valid until something is done about this crisis. I was given a contact via Twitter and the gentleman only picked up my call once and after recognizing my number he has never picked up my calls again. I am appealing to concerned organs like Primature Rwanda, Rwanda Ministry of Infrastructure, MOH, Minisante and any other like Rwanda Utilities Regulatory Authority - RURA to pay attention to this issue. SETHS BUTERA

30 The SERVICEMAG September - November 2017

BAD SERVICE AT RADISSON PARK INN KIYOVU This goes out to the management of Radisson Park Inn and everybody who needs to know. There is a scheme going on at the night parking with the ISCO security team in collaboration with the security manager of the hotel. During the party last Friday night my driver was detained for alleged theft and only because he moved our car 3 times. During this period a theft happened where a small bag was removed from a Range Rover Vogue and left under another car a bit further away. We spent 2 hours hearing arguments from all sides, in my opinion, the matter could have easily been resolved by checking the security camera footage that had been recorded. I find it highly unlikely that access to a Range Rover Vogue can be obtained that easily by anyone. We have an interest to know if indeed our driver did commit the theft and must therefore dismiss him from his employment with the company. If however he is not guilty, the culprit must be apprehended no matter who it was and let the hotel management manage the parking better in future. My interest is only to get clarifications. So far I have been told by the security manager JEAN CLAUDE RUKEMAMPUNZI that it is not possible to see the footage or get an extract of the same for “security reasons”. So the case has been left hanging hoping that it will go away slowly. This raises suspicion if there is something to hide from the “public” and cannot be revealed to protect certain individuals. Kindly note that I will not let this go until I have the evidence that is needed to clarify this case.

BASTIAN SCHMITZ

HAVE YOUR SAY FRUSTRATIONS

WORST CUSTOMER SERVICE AT SIMBA SUPERMARKET

to be Simba chippies since they are so small and are probably still crying for their mothers. I am now sitting with an awful dilemma as I don’t know what the significance of 13 chips is.

Dear Simba, This being month end, and having made it through the first half of 2017 I decided to spoil myself with a 36 gram packet of your flavourful smoked beef chips. This in itself is a rare occasion as you know we all try to lose a few kilos over the winter months so was willing to sacrifice for a worthy cause. As I was purchasing the forbidden merchandise, my mouth watered in anticipation. I was literally salivating. I popped the flavourful bag and smokey aromas tickled my nostrils and I was in heaven. I was about to Roarrrr with flavour but I was extremely disappointed. Now Simba, you and I have been friends for many years and as with all friends we need to be honest. I fail to understand why you would only give me 13 chips, yes you heard me, 13! The worst part is that I don’t think these chips even wanted

Are you secretly trying to put me on a diet? Should I only eat one chip a month… you know … due to the recession and all, should I eat 2 chips a month and spoil myself with the last 3 chips in December, you know, festive season and all… please tell me what these lonely 13 chips mean. Now Simba, I’m not one to complain but since you are the selfproclaimed King of Snacks, I’m sure this is not how you want me to remember our friendship. As Point # 2 of your 6 Guiding Principles state, you will not sell something you are not proud of, I’m sure you don’t want the image of these 13 lonely motherless infant chippies forever in my mind. Kind Regards WENDY WEBBER

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HAVE YOUR SAY WOW!

THEY WOWED US

MTN RWANDA, KEEP IT UP!!!

abakozi bose ba Immigration,muri Inyangamugayo.

MTN Rwanda has rewarded me with platinum membership card. I am here in the Pearl Lounge at Kigali International Airport airport enjoying free Wifi, coffee, snacks, great service, sports updates on DSTV courtesy of MTN. Keep it up! Guys at Canterbury, London, Leicester and the birdfair...see u soon.

INGABIRE

MUGISHA Davidson

EXCELLENT SERVICE A JAVA CAFÉ (KIGALI HEIGHTS) Je suis allée a Java Café pour prendre un café avec mes amis. Arrivée la bas, j’ai été accueilli par une charmante demoiselle appelée VANESSA toute souriante. Elle a toute de suite emmené le Menu et a pris nos commandes, quelle surprise de voir que quelques minutes plus tard nos commandes étaient déjà la. J’étais vraiment émue de la rapidité de leur service. Bon courage a toute l’équipe de JAVA. JOANA

KIGALI SERENA HOTEL, TOUJOURS UN SERVICE D’EXCELLENCE Je me rends souvent au Serena pour diverses affaires (réunions, déjeuners, cocktails,…). De l’entrée (agent de sécurité) jusqu’au serveur sont très courtois. Je ne cesse de m’en étonner. Parmi tous les hôtels dans lesquels j’ai séjourné, Serena est l’unique en matière de service d’excellence. Toutes mes sincères félicitations. EMMANUEL

AKAZI KANOZE MURI IMMIGRATION Naganye icyicaro cya Immigration ku Kacyiru gushaka urupapuro rw’inzira rw’umwana wanjye. Mbanza kubaza ibisabwa maze mpabwa ibisobanuro bihagije. Maze gukusanya ibikenewe,nerezayo ndabisiga,bansezeranya ko bazampamagara kuza gutora icyangombwa. Ntihatinze nzakukibona mu gihe cyari cyatanzwe. Ndashima cyane cyane 32 The SERVICEMAG September - November 2017

EXCELLENT SERVICE AT RRA!!! I went to RRA requesting a tax clearance certificate to submit a tender. When I got there, I was told that I had an arrear. I brought the proof of the payment as requested, RRA verified that the payment was made on time and the bank reversed the transaction. I went to the bank to seek clarification. Finally, I take the proof to the Commissioner of Domestic Taxes who approved my tax clearance on time. My sincere thanks goes to the Commissioner of Domestic Taxes for his professionalism. Keep it up! GWIZA CLARISSE

IBYIZA BYA #HirwaUgwize na BPR #HirwaUgwize na BPR ni uburyo bwatangijwe na BPR bugamije gukangurira abantu kwizigamira, aho ubitsa (wizigamira) amafaranga akagira amahirwe yo gutsindira ibihembo byinshi bitandukanye bitangwa na BPR, muri uko gukangurira abantu Hirwa Ugwize na BPR kandi hatangwa ibihembo kubakiriya bakurikira imbuga nkoranya mbaga za BPR aho usabwa gukunda, gutanga no gusangiza abandi ibyiza bya Hirwa Ugwize na BPR aho rero umunyamahirwe atsindira ibihumbi ijana (100,000Rwf) akaba ari njye wabaye umunyamahirwe wa mbere wayatsindiye byaranshimishije cyane kuburyo banyakiriye, serivisi bampaye zaranyuze kuburyo ayo mafaranga natsindiye nzayabyaza umusaruro akangirira akamaro nkiteza imbere. Kubera ibyiza byinshi BPR ituzanira nka promosiyo zirimo iyi ya Hirwa Ugwize na BPR ndakangurira abasomyi b’ikinyamakuru Service Magazine n’abandi bose kugana Banki y’abaturage (BPR) bagafunguza konti bakizigamira dore ko ari ni ubuntu bityo bagahirwa bakanagwiza, Genda Hirwa Ugwize na BPR waziye igihe pe! Maniraguha Albert.

HAVE YOUR SAY WOW!

APPLAUSE TO KCB REMERA BRANCH MANAGER KCB Remera branch manager is one of the most professional bankers I have ever met. She exudes customer care, is so kind to staff yet, making them feel greatly valued, yet firm enough when a reprimand is necessary. She will excel further, no doubt about it. I met her in her office at Gisementi, Remera, Sunday morning Aug 28. I was giving her feed back regarding one of her staff who had just left a customer fuming after failing to render a simple service required of the staff. Her intervention was world class. Bravo Nicole. by Ignatius Kabagambe KWIFURIZA ISABURU NZIZA Nagize isabukuru ukwezi gushize mu ma tariki ya mbere. Naricuye nsanga MTN yanyohereje ubutumwa bunyifuriza Isabukuru nziza,numvise binkoze ku mutima cyane. Ndashima cyane biturutse ku mutima MTN kuba yaranzirikanye.

PLEASANT FLIGHT ON RWANDAIR I flew Rwandair from Lagos to Johannesburg on 25 Aug. With a very short transit time in Kigali and the rush not to miss the flight I left my precious Apple watch in the security screening tray. I only realized this after takeoff when I wanted to record the actual takeoff time. Frustrated, I drew the attention of the Purser on board who took my details and assured me it would be found and kept for me. A friend I met in J’burg also said ‘ If it is Kigali you surely will get it back’ I arrived Kigali this morning and without much confidence and to fulfill all righteousness, I approached one security supervisor who ask me some standard test questions, checked the records and returned with the most pleasing response... ‘We have your watch in the safe and I have asked for them to go get it’. I was so happy.... being addicted to my precious watch. To the glory of God I have my watch back! For me I am moved more by the testimony of the 2 persons about the people of Rwanda and the country. I just love this country!!!! My people please hold me before I ‘PORT’oooooo. By the way I recommend Rwandaair to u all. Yinka thanks for letting me into the secret of this growing pride of Africa. Elanye Nigeria

MARIE-ALINE

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The SERVICEMAG September - November 2017 33

@theservicemag

HAVE YOUR SAY

règles

pour aborder facilement une conversation difficile avec n’importe qui Par Marcellin S. Gandonou

ne des choses que nous redoutons le plus c’est de parler ou d’avoir une discussion franche avec quelqu’un, surtout un sujet sensible ou avec une personne non négligeable de notre entourage. Afin d’éviter toute panique et stress, 4 règles à suivre :

34 The SERVICEMAG September - November 2017

HAVE YOUR SAY

Créer l’occasion pour un échange

Sachez que celui qui est rigide, a mal et souffre à l’opposé de celui qui est flexible,

Lorsque vous devez avoir une franche discussion avec une personne, vous aimeriez que les choses s’arrangent d’elles-mêmes voire même vous l’éviter inconsciemment. Dans ces cas là, l’une des choses importantes que j’ai apprise personnellement, c’est de ne pas laisser votre inconscience éviter chaque occasion. Il est important que vous provoquiez vous-même l’occasion pour aborder le sujet. Vous savez pourquoi ? Si vous êtes la personne qui prend l’initiative, vous venez de faire le premier pas pour prendre le contrôle de la relation. Généralement, nous laissons notre égo nous guider et nous attendons que l’autre aborde le sujet parce qu’il est fautif. Cette façon de réagir nous arrange parce que cela nous exonère de la discussion. En fait, il y a ce que j’appelle souvent une « Ascendance psychologique » dans une relation. C’est cette tendance qu’une personne a, de penser qu’elle est supérieure dans une relation. Si vous voulez prendre de l’ascendance psychologique, soyez la personne qui prend l’initiative et qui crée l’occasion de discussion. Et ce, quelque soit le type de relation en question : personnelle ou professionnelle.

Exprimer simplement et clairement vos mécontentements Vous pouvez initier la conversation avec un appel, mais je suggère vivement qu’il faut rencontrer la personne en physique. Par contre, si vous êtes éloignés et que matériellement, vous ne pouvez pas vous rencontrer, faites un appel vidéo ou téléphonique. Les messages sont les derniers recours (sms, emails). A présent, soyez clair et précis. Ne cherchez pas à compliquer ou à utiliser un langage trop soutenu. En règle générale, il faut utiliser la méthode du sandwich. Vous êtes certainement fâché contre la personne mais elle n’en demeure pas une mauvaise

proposer la nouvelle démarche à suivre non seulement pour garder la main, mais pour combler le vide que vous venez de créer, parce que lorsque les gens ont une discussion et chacun exprime ses sentiments, il y a un vide qui se crée, vous êtes désormais libre des émotions qui vous animaient avant la discussion. Proposer donc une nouvelle démarche, comblez le vide.

personne pour autant. Commencez par dire ce que vous aimez en la personne, ensuite ce que vous n’appréciez pas dans ses agissements et enfin réitérez ce que vous appréciez en elle. Ex : Bonjour Marcellin, je voulais échanger avec toi suite à l’évènement qui s’est produit la semaine dernière. Je voulais te dire que j’aime bien, et tu le sais, ton engagement et la manière dont tu pousses ton équipe à se dépasser. Mais je voulais aussi te dire que je n’ai pas apprécié ton attitude…………………………… Saches que tu restes toujours quelqu’un pour qui j’ai de l’estime. En règle générale lorsque vous procédez de cette façon, les gens se confondent en excuse et vous expliquent pourquoi ils ont eu une telle attitude. Et cela vous permet aussi de connaitre les motivations des gens.

Proposer la nouvelle démarche pour une nouvelle relation Cette étape passée, reprenez les choses en main. Quelle sera donc l’étape suivante ? Il faut qu’il y ait une nouvelle dynamique. Là encore vous rentrez en jeu. Proposez la manière dont les choses devraient se passer dorénavant. Ex : Voici ce que je propose Marcellin. Si d’aventure, des cas comme celui dont on vient de parler, se présentent, je suggère que nous en parlons d’abord au sein de l’équipe pour trouver la bonne manière à adopter avant qu’on en parle au conseil d’administration. De sorte que notre équipe parle d’une seule voix. Qu’est-ce que tu en penses ? Il

est

extrêmement

important

Mettre en évidence les gains que chaque partie tirera Dans la nouvelle démarche que vous proposez, il est important de mettre l’accent sur le fait que cela va dans l’intérêt de chacun de normaliser les choses et de changer d’attitude. Lorsque nous parlons de changer d’attitude, sachez que vous devez montrer l’exemple et faire preuve de flexibilité. Vous connaissez l’histoire du chêne et du roseau ? Le chêne se dresse majestueusement dans les tempêtes et compte sur sa force et rigidité pour ne pas tomber. De grands vents ont soufflé et il n’a pas tenu, et fut déraciné. Par contre le roseau flexible qu’il était, ployait sous les vents et tempêtes. Il était balancé dans tous les sens, il allait dans le sens du vent. A la fin des tempêtes, il était encore là. La vraie faiblesse, c’est faire preuve de rigidité et d’intransigeance. Sachez que celui qui est rigide, a mal et souffre à l’opposé de celui qui est flexible, qui s’adapte et finit par avoir le contrôle. Bonus coaching : Etre en colère contre quelqu’un ou être rancunier, c’est comme prendre de l’acide et s’attendre à ce que cela fasse mal à l’autre. Honnêtement, qu’est-ce que vous gagnez à ne pas exprimer ce que vous ressentez à l’autre ? Rien, au contraire c’est vous qui souffrez. En général, les gens à qui on en veut n’en savent même rien. Décidez aujourd’hui de prendre le dessus. A votre transformation et que la force sois avec vous ! marcelling@gmail.com

de The SERVICEMAG September - November 2017 35

TRAVEL

PERSONAL BRANDING FOR CABIN CREW By YINKA OLAITO

o secure a position as a cabin crew which is also called flight attendant, individual must endeavor to build a strong personal brand that has emotional attachment from his/her target audience-employer and the air travelers/passengers. Today we will discuss some of the major stuffs that can enhance cabin crew differentiation.

2. EXCELLENT INTERPERSONAL RELATIONSHIP SKILL: Since your job bring you before people who come from different spheres of life: the low and high class, ability to relate with everyone with a great sense of dignity will help position your brand among your peers. Sometimes the passenger will annoys you; ability to always remain calm in the face of provocation will build a lot of credibility for your brand.

3. GOOD GROOMING: Ability to carry yourself with great pride, a welllaundered uniform, personal carriage, confidence will go a long way to help Brand You. Good grooming also speaks of your speech, intonation, phonetic that is exactly like the native speaker will help. Even if you are not a native speaker, consider a little investment in this regard as it would pay a greater dividend. Being approachable, enthusiastic will help brand YOU. 4. BI-LINGUA: Ability to speak two languages as an international flight attendant will also give you a greater edge. I do understand that as international route cabin crew, you work for maximum of four days a week, investing the two days in learning new language will pay you a great dividend.

36 The SERVICEMAG September - November 2017

5. ATHLETIC BUILD: most airlines do not hire plump people, so a great athletic build, shape will help your brand retainership. Also realize that since you are to ensure safety of the passengers in case of any mishap, keeping fit will work for you to perform your duty. 6. GOOD CUSTOMER SERVICE: a smiling face, a friendly nature, a cheerful face even in the face of distress, uncertainties will help brand You in this profession. You will always use the weapon of patient, consideration, etiquette. Because cabin crews are faces of the airline, they must excel in this skill. #The other points will be featured in my soon to be released free e-book and Personal Branding For First class Professionals. www.yinkaolaito.com

PHOTO CREDIT: Niyonzima Moses

1. POSITIVE ATTITUDE: More than ever before, this is a great and vital force that can enhance a cabin crewâ&#x20AC;&#x2122;s personal rating. There is enough danger associated with air traveling; a negative personality cannot be given any chance. Individual must work so hard on his/her attitude. Being positive beyond measure will give your brand a great differentiation.

HAVE YOUR SAY

The SERVICEMAG September - November 2017 37

TRAVEL

IBYO WAMENYA KU ISUKU IKORERWA MU NDEGE Na Michael Otieno Ubwoba bwo kugenda mu ndege bwiyongereye ubwo nabonaga “imyanda”. Byari ibintu by’umukara bizingazinze mbese wagira ngo ni mu mbuga yo kwa Lusiferi aho imbere mu ndege yari yuzuyemo abagenzi. Birashoboka ko waba uzi uko ibintu bikorwa ariko ugakomeza kwibwira ko ari amakabyankuru kandi nta kintu gikwiye gutuma umuntu ashyuha mu mutwe.

utabobereye wumisha ubwoya buri mu mazuru bityo bikagabanya ubushobozi bwo gukumira udukoko dushobora kuyinjiramo.

Dore ikintu kitari amakabyankuru, indege ugendamo ibamo udukoko dutandukanye, za bagiteri n’indwara nyinshi zandura zitewe na mikorobi.

Umuti w’icyo kibazo ni ugukomeza kunywa utuzi aho kunywa ibinyobwa birimo arukoro byabe mbere yo kujya mu ndege cyangwa se wagezemo.

Mu minsi mikuru ya Noheri aho abantu baba bagenda uruvunganzoka bagiye gusangira umwaka mushya n’abakunzi n’imiryango yabo, isuku iba iri mu ndege ni ikintu kiba giteye amakenga ku buryo ubo ugomba kuyitondera.

Usanga ikompanyi zitwara abagenzi mu ndege zifite indege imwe ifite ubushobozi bwo gutwara abagenzi hagati ya 50 na 150. Kugira ngo binjize amafaranga menshi usanga bakora ibishoboka byose ngo bamare igihe gito ku kibuga akenshi usanga bakoresha nk’isaha imwe-usanga ari igihe gito cyane ku buryo utakwizera ko haba hakozwe isuku ihagije mbere y’uko indege ihaguruka.

Usanga imbere mu ndege harimo ububobere kubera ko baba bashyizemo umwuka; ibyo bituma umwuka 38 The SERVICEMAG September - November 2017

TRAVEL

Ntugatangare umenye ko n’imbere mu ndege haba hagaragara neza cyane harimo abagabo n’abagore bakoramo bambaye kandi basa nezaharimo ahantu hashobora kukwanduza nko ku tumeza imbere mu ntebe wicayemo, ku mukandara wambara,...

Ndetse n’iyo isuku ikozwe mu ndege, usanga kompanyi nyinshi zibanda gusa gukuraho imyanda igaragara hanyuma bagatera umubavu mu musarani kuko ariho hakunze kuba imyanda myinshi. Ariko icyo ugomba kwitondera ni ugukaraba intoki iyo uvuye mu musarani mu ndege gusa ntawavuga ko ariho ukwiye kwitwararika ngo utandara mikorobi honyine ahubwo no gukorakora aho abantu benshi bakunda gukora nko ku muryango nabyo ni ukubyitondera. Ntugatangare umenye ko n’imbere mu ndege haba hagaragara neza cyane harimo abagabo n’abagore bakoramo bambaye kandi basa nezaharimo ahantu hashobora kukwanduza nko ku tumeza imbere mu ntebe wicayemo, ku mukandara wambara kuko byagaragaye ko haba harimo udukoko twinshi dutera indwara. Iyo winjiye mu ndege ugomba kumenya ko hari abantu benshi bari bicaye ku ntebe uriho mbere bose bafite uburyo butandukanye bubahiriza isuku kandi bashobora no kuhasiga indwara zanduza. Ugomba rero gukaraba umuti wica udukoko kandi ukibuka kuwuteganya mu byo utwara ugiye mu rugendo. Iyo uri mu ndege hari amafunguro aba yateguwe akabikwa mu buryo bwubahiriza isuku akiri hanze iyo ugeze mu ndege barakugaburira si byiza gushyira ayo mafunguro ku kameza kabone n’ubwo waba wahasukuye ukoreshe umuti wica udukoko.

Ikindi kigomba kwitanderwa uri mu ndege ni amazi bakoresha mu musarani no muri lavabo , kuko ayo mazi akunze kubamo za mikorobi nyinshi. Birabujijwe rwose kunywa amazi ava kuri robine zo mu ndege. Ikindi kigomba kugutera amakenga ni igihe cyose wamaze woza mu kanwa hanyuma amazi ukayajundika nyuma yo kumara ijoro ryose mu ndege. Akenshi usanga za kompanyi z’indege zigerageza gukemura icyo kibazo. Iyo ushaka kunywa amazi uri mu ndege ugomba kunywa amazi ari mu icupa atari aturutse muri robine z’indege. Ibi ni ibyo kutabwaho cyane cyane ku bana batto n’abandi bantu bafite ubudahangarwa bukomeye. Ku bakunda icyayi n’ikawa twabamenyesha ko amazi akoreshwa mu kubitegura mu ndege aba ari ayo mu macupa ariko ntagihamya ijana ku ijana ko abakozi bo mu ndege badakoresha amazi yo itanki yo mu ndege. Mu bindi bice by’isi hari amabwiriza bashyiraho afasha mu kugenzura ko ibishobora kwanduza indwara ziterwa n’umwanda bitarenze igipimo cyihanganirwa mu ndege; ibaze rero ibyago ushobora guhura na byo wanyoye amazi aturutse muri robine mu ndege muri aka karere duherereyemo usanga hari amategeko abigenga adahagije cyangwa se nta n’ahari.

Ariko nta wavuga ko amazi cyangwa ameza yo mu ndege ariyo yatera ikibazo cy’umwanda gusa, usanga zimwe muri kompanyi z’indege usanga batagenzura neza ko uwo bafitanye amasezerano y’isukura asukura neza ibikoresho bikoreshwa kenshi nk’ibiringiti cyangwa utwuma two mu matwi bumviraho imiziki bashyira ahagenda abagenzi b’abanyacyubahiro. Nubwo biba byanditse ku gikariko babitwaramo nta gihamya ko biba bifite isuku ijana ku ijana. Ku rundi ruhande usanga hashobora kuba ibyago byo kwandurw indwara cyangwa kwandura ibyorezo cyane cyane imbere mu ndege. Niba mwibuka neza icyorezo cy’agakoko kiswe SARS mu 2003 cyagize ingaruka zikomeye ku bwikorezi bw’abantu mu kigerere kurusha intambara ya mbere muri Iraki. Icyo gihe indege zo mu Bushinwa no mu karere ka Aziya na Pasifika bagize ikibazo ingendo zabo zigabanukaho 50%. Wasangaga abagenzi bamaze kumenyera kwambara udutambaro mu maso n’uturindantoki. Niba ukora ingendo mu ndege ukaba ufite indwara zandura, ukwiriye kwitwararika ukagira ubupfura bwo kwambara masike niba utangiye gukorora no gupfuna cyangwa mugenzi wawe mwicaranye abikoze. michael@sadimsolutions.com

The SERVICEMAG September - November 2017 39

TRAVEL

GUSABA SERIVISI YIHARIYE MU RUGENDO MBERE Na Michael Otieno Ubwo nari mu rugendo mu ndege imbere mu gihugu giherereye muri Afurika yo hagati, nabonye ikibazo kidasanzwe cyatumye umugenzi n’abana be babiri bakurwa mu ndege bitegetswe n’umupilote. Ikibazo cyatangiye ubwo hagurwaga itike, uwo mugenzi agura itike yavuze ko afite abana babiri b’impinja. Ibyo bivuga ko abana babiri b’impinja ntibari bakeneye intebe zabo ariko abana bagejeje ku myaka ibiri bicara ku ntebe zabo. Kuko iyo ndege yari yuzuye abo bana babuze aho bicara. Abashinzwe kugurisha amatike y’indege bagomba buri gihe kubaza uje kugura itike y’indege umubare w’abantu bakuru abana n’impinja. Abagurisha amatike y’indege bagomba kujya basaba icyangombwa kigaragaza umugenzi uzakora urugendo. Ibigo bishinzwe gutwara abantu mu ndege bigomba kumenya neza no gushyira mu byiciro abagenzi bakuru, abana ( kuva ku myaka 2 kugera kuri 12) n’impinja ( kugera ku myaka 2) mu rwego rwo kubungabunga umutekano no gutanga serivisi. Umubare w’abana b’impinja bagenda mu ndege iri mu rugendo ugomba kuba muke. Uwo mubare uterwa n’ubwoko bw’indege, ari naho bahera bagena umubare w’abazayitwara n’abazita ku bagenzi. Urugero indege yo mu bwoko bwa 50-seater CRJ-200 ntigomba kurenza impinja 5 mu rugendo bitewe na mategeko na politike iyigenga. Usanga akenshi itike y’uruhinja mu ndege ari 10% by’itike y’umuntu mukuru kuko ruticara ku ntebe rwonyine. Abana barengeje imyaka 2 bicara ku ntebe bishyura 75% by’itike y’umuntu mukuru. Umugenzi wagize ikibazo mu ndege ntiyishyuye itike y’umwana uko bisabwa kuko byarangiye umupilote akuye mu

ndege uwo mubyeyi n’umwana we. Icyo kibazo cyatumye nibuka ibindi byabaye mu karere aho abagenzi bakunda kudatanga amakuru nyayo kugera ngo bagire urugendo rwiza. Abagenzi b’indege bagomba kumenya ko hari za serivisi zidasanzwe cyangwa ubufasha budasanzwe bashobora guhabwa. Ibyo babimenyeshwa iyo bari kugura itike, hari ibyo bashobora gukorerwa iyo biri muri politiki y’iyp kompanyi y’indege. Kutavuga ikibazo ufite mbere kugira ngo uzahabwe serivisi yihariye mu ndege bishobora kwangiriza cyangwa kurogoya imitangirwe ya serivisi. Urugero, dufate umugore utwite ugiye kujya mu rugendo mu ndege. Nubwo kompanyi z’indege zibakirana yombi, bahora biteguye ko hagize ikiba bahita batanga ubutabazi, akenshi usanga batemera gutwara umugore utwite inda igeze mu byumweru 32 kugera kuri 36 kabone n’iyo yaba afite urwandiko rw’umuganga rumwemerera gukora urugendo mu ndege. Ntibitangaje ko usanga hari abagore babyarira mu ndege bitewe nuko batabivuze cyangwa ngo batangaze itariki nyayo bazabyariraho- iyo umugore yegereje igihe cyo kubyariraho cyangwa akagera ku byumweru 40, usanga aba ashobora kugira ibise ari mu ndege. Ikompanyi nyinshi z’indege usanga zidakunda kwanga gutwara abana batarageza ku myaka y’ubukure batari kumwe n’ababyeyi ( abana bari hagati y’imyka 4 na 12 bagenda batari kumwe n’umuntu mukuru). Ariko baba bizera ko ababyeyi bashobora kubibamenyesha

40 The SERVICEMAG September - November 2017

hakiri kare igihe bakeka ko abana babo bashobora kuba batarashobora gukora urugendo bonyine. Kompanyi z’indege zigomba kubimenyeshwa hakiri kare kugira ngo bitegure kuba batanga ubufasha bwihariye nko guha utugare abantu bafite ubumuga, abagendana ogisijeni, abafata imiti n’abakora ingendo ariko barwaye, abafite za aleriji, abakeneye intebe yihariye, abafite ubumuga bwo kutumva cyangwa kutabona, abakora ingendo bari kumwe n’itungo n’abandi. Niba abagenzi bifuza ubufasha bwihariye bagomba kubivuga mbere kugira ngo kompanyi y’indege ibutegure. Nigeze kubona umugenzi wijujutiraga ko nta mafunguro y’abarwaye diyabete bafite kandi atarigeze abivuga mbere. Usanga amakuru ku byo umugenzi yakenera agaragara ku rubuga rw’ikompanyi y’indege ndetse n’aho bagurira amatike. Ni ngombwa kwibuka ko kompanyi y’indege ishobora kwanga gutwara umuzigo iyo hari amakuru ajyanyen’umutekano batatanze mbere. Ibiro bayteganyijwe ku mitwaro n’ikompanyi y’indege ntibigomba kurenga. Gukorera urugendo mu ndege birashimisha kandi biroroshye iyo abagenzi na kompanyi y’indege bubahirije ibyo basabwa bakurikiza amategeko y’umutekano kuko bituma buri wese mu ndege agenda atuje. michael@sadimsolutions.com

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The SERVICEMAG September - November 2017 41

FEATURE HAVE YOUR SAY

Winners

Athan Tashobya

Murenzi Herve

David Toovey

42 The SERVICEMAG September - November 2017

Paul Kato

Tuyishimire Emmanuel

FEATURE

Quotes “TSM Challenge is a great opportunity for customers to appreciate the service providers. However customer needs change every day and service providers need to improve as well.” Paul Kato, winner

“ABG supports TSM because our mission is to provide quality lifestyle products and services to contribute to the growth of the economy. Through continuous improvement and growth (Kaizen), ABG will adapt and implement the latest technologies to bring quality lifestyle products and services to the market.” Akagera Business Group, supporter

What I can say on TSM Challenge: 1. It has helped me to understand or to be apart of the journey of service improvement in Rwanda. 2. My Networking has grown and I have been connected to some people who are involved in service delivery 3. It has helped me to know some places and people where there is great service delivery through #TSMChallenge 4. There was chance to access different Best places like Hotels, Aerial view, Adventure in Rwanda and East Africa. Lastly I wish that the next #TSMChallenge to Organize the small event or dinner to give the prize to the winners of different challenge. In that dinner people can share what they have learned during time of challenge, so it will help people who are interested in service delivery improvement to be connected in one place. Regards Emmanuel TUYISHIMIRE, Winner

LUCK “He/She is born lucky,” such a phrase is common with reference to a successful person. Most times from people who hardly know the backgrounds of the successful people. On interaction with these usually successful people, one would be surprised to discover the amount of hardwork they put in to attain the success. It’s not an overnight miracle but rather a long time work in progress to achieve the success. Lots of sacrifice,hard work,dedication and opportunism are combined to achieve this success. In today’s setting most of us are born with a wooden spoon that we dream of

turning to silver. Achievable? Yes! But how? Hardwork, motivation, dedication and sacrifice are all needed but more is the ability to be opportunistic. According to Longman’s dictionary,an opportunist is a person who uses every chance to their advantage. Key words being,”chance,advantage” Well let me start with chance. Chance is the ability to do something that involves risk (Longman dictionary),”risk,” being my major point today. A thing that we Rwandans lack. The most successful people in the world in

business or politics took major risks to achieve the success they have today. One of the traits for any successful entrepreneur or leader is the ability to take up risks. It’s no hidden secret that only through risk taking will one be able to break into new ground and succeed or fail. In case of the latter, one doesn’t need to throw in the towel but rather learn from the experience. And when the risk does pay dividends the community perceives the risk taker as,”lucky.” Do I believe in being born lucky? NO,I believe we all create our own luck through taking risks.

The SERVICEMAG September - November 2017 43

FEATURE

SUCCESSFUL PEOPLE....

Visionary people, don’t fight defensive wars...they fight offensive wars! By Georges Katureebe

Visionary people anticipate situations way before they occur and act ahead of time....they are never caught unaware. Even when they are caught by surprise, the shock is not as immense as those who did not try to anticipate anyway. Those who anticipate the future do things differently from those who don’t think so much about the future.... think about it.. if you think seriously about the fact that at one time you will get old and retire, you should not waste your money when you are younger...you should save as much as you can...you should invest your money as much as you can for the rainy day when you have retired. When you know that at one time the job you have may go, you should learn to have plan B. When I was still employed, I used to make a joke to my colleagues that I update my handover report every end of week...in

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anticipation that at one time I will wake up and find myself with no job. And trust me, one morning, I woke up and I had no job. I was not shocked. I anticipated it, I established for a long time contingency plans..I knew at one time it would happen. It was not a matter of if, it was a matter of when! In life we battle lots of things.. it can be a struggle... we have to push back certain things, sometimes lots of things... we fight... Successful people don’t fight life’s wars only when those wars occur. They anticipate those wars, they prepare, they strategize.. they don’t fight defensive wars, they fight offensive wars! gkatureebe@gmail.com

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THE BIGGEST SECRETS for turning your small business into a big business By Strive Masiyiwa

__When you get knocked down, get back up. Sometimes in life, you get knocked down by something you do not expect, despite all your advance planning and hard work. It can be heartbreaking. In London last week at the IAAF World Championships, a virus knocked several athletes out of their events. Some had trained for years and even decades for that big day, then didn’t even get a chance to compete and lose... they had to watch from the sidelines, even worse! A few athletes came back to win glorious Gold Medals after years of injuries. Others were expected to get the Gold in historic races but didn’t, maybe getting “only” a Silver or Bronze... And then there’s what happened in the last race of the great running legend Usain Bolt... who just literally got knocked to the ground by a hamstring cramp as I was starting to think about this next post. Life when things like this happen can be heart-wrenching. The choice of what you do next is what ultimately determines your destiny -- whether in business, in sport, or wherever you are or do in life. Sometimes it’s entirely out of your control, like an illness or injury, drought

or earthquake, or even a war. Other times, it’s you and you alone who made a wrong judgment call. The late writer Maya Angelou once said something like this: “You will face many defeats in your life, but never let yourself be defeated.” # Never let yourself be defeated. If you want the “thrill of victory” as the old saying goes from the Wide World of Sports, you have to be prepared to bounce back from the agony of defeat, time and again. If you choose to turn your small business into a big business, one thing I can guarantee is that things will not always turn out like you planned, and things will definitely go wrong from time to time. You may lose for a short while or even for a long while, but... # Never let yourself be defeated. The main difference between most of the greatest characters in history and everyone else? The choices they made after they got knocked down. Notice I keep saying the word “choose.” Getting back up is a choice. “Course correcting” when you need to, is a choice. Giving up is a choice. Innovating is a

choice. Remembering that your business must have a life separate from you, like we talked about a few weeks ago, that is a choice, too... What do YOU think are main differences between a business destined to stay small and one that eventually grows huge? I can tell you one: Mindset. __If you get knocked down, you must choose to get back up: # Re-do your homework. # Seek advice from credible and trusted people, and don’t just listen to what you want to hear. # Reflect and re-analyze. # Extract learned.

the

valuable

lessons

# Dust yourself off, if you haven’t already! # Then move forward, onward and upward, this time with more wisdom and experience. This is how you will transform your small business into an institution. To be continued. . . www.econet.com

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WELLBEING MATTERS

INTERNET ADDICTION A Problematic Disorder By Dr. Rachna Pande

xcessive use of computers that interfere with daily life has now been recognized as internet addiction disorder. Other terms used for it are, “Compulsive internet use” or ,”problematic internet use”. These terms mean a state where important social and/or occupational activities are reduced or given up, due to use of internet, i.e. where normal life is disrupted due to internet use.

“Internet addiction”, is a subset of broader technology addiction. Way back it was for radio (1930s), later for television, but with the virtual explosion of digital technology, there is no parallel between intensity of addiction to radio or T.V. to that of internet. It offers a wide range of experiences, with no accountability, hence is much more appealing to users. The first quantitative journal study results of Internet use as possible addiction were published in 1996 by Penn State researcher, Steven John Thompson. in the Penn State McNair Journal. Thompson was a McNair Scholar who began his empirical Internet addiction research in 1995 with focus on the mass media effects of the Internet on society. Various other studies have also been carried out. 46 The SERVICEMAG September - November 2017

The harmful effects of excess use of internet are well known now. Reduced eye sight, chronic back and neck pain, cramps in fingers, carpal tunnel syndrome, obesity and its attendant problems are the physical effects of excess internet use. Emotional instability, being cut off from real emotions are some of the mental effects. Living in a fantasy world with more online friends than real ones, inability to nurture real human relationships, breakdown of existing relationships are the social hazards of excess internet use. Lack of attention at work place affects one’s ability to work and reduces work output. Thus it can be seen that excessive internet use affects one’s physical, mental, social, as well as occupational lives. Teenagers and adolescents are much

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more affected. Worse still, they may be drawn to pornography or other undesirable sites, which can make them delinquents. Giving it up becomes difficult for users. Individuals with IAD, have been known to suffer from irritability, anxiety, vague headache, if they give up internet use suddenly. The addiction can be to anything on the net like music, videos, online gambling, games, e.t.c Since younger people are more affected, it is vital for elders to watch for warning features of IAD. Some of these are, preoccupation with the Internet, where one is always thinking about previous on-line activity or anticipating the next one. Use of the Internet in increasing amounts of time in order to achieve satisfaction, no attempt or repeated, unsuccessful efforts to control, reduce or stop Internet use. Feelings of restlessness, moodiness, depression, or irritability in the individual, when attempting to cut down Internet use, staying on-line longer than originally intended, even when avoidable. Jeopardized or risked loss of significant relationships, job, educational or career opportunities because of excess Internet use. Telling lies to family members, therapists, or others to conceal the extent of involvement with the Internet. Use of the Internet as a way to escape from problems or to relieve a bad mood. It is considered important to check for the above mentioned signs of IAD and help the affected person to overcome it. Counseling as individuals and in groups is the first step towards it. Reducing the use, instead of curtailing it altogether, is aimed at. People should be educated about how constant, excess internet use can affect their overall health. They need to be told that online friends can be fake as well as dangerous. Outdoor and indoor activities should be planned for youngsters, which should be much more enjoyable than watching internet. Collective efforts by all concerned, can ensure that internet is used without being addicted to it. E-mail-rachna212002@yahoo.co.uk

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The SERVICEMAG September - November 2017 47

HAVE YOUR SAY

WHY YOUR BRAND SUFFERS WITHOUT A BLOG By YINKA OLAITO

Today many brands are yet to see the impact of running a blog can have on their performance. Many brands still believe that blogs are just for small kids or any brand that just want to join the bandwagon, plays “me too” game. What an individual do not know will rob him of its value. Blogs are gradually becoming a positioning tool that helps some brands to stand out when properly done. There is no denying the fact that great blogs are products of strategic goal, planning, dedication, commitment, research, reading, and listening among other factors. Content is key and optimization of the blog, content is also a great work. For some who may not know what a blog is, it is good for us to start this way, a blog is the shorten form for the word webblog which can be translated as a web journal. Interestingly blogs have become a veritable tool in social marketing. A tool to gather feedbacks from the target as it has transformed monologues to conversation. Though what I have noticed is that to have a personal, corporate blog that will really help the brand, individual needs consistent, compelling, creative contents that draw people back. Blogs offer visibility that a brand may not have enjoyed before. It has also increased ˜linkability”. In a recent data released by Technorati 2009, I understand that 71% say they have greater visibility in their industry when they have blogs. 56%

say their company is now regarded as a thought leader as well as 40% have been asked to speak at conferences. Adam singers say “the importance of having a blog today is premised on the fact that the future is not telling it is showing”. A blog helps a brand to remain in the radar instead of being out of radar. It helps a brand to stay in touch especially if the blog has become a force in intelligent and relevant knowledge sharing. A great brand blog can help the brands make more engaged customers who are willing to give a referral, positions brand’s expertise, launch a project as well as to experiment with great ideas that the brand may want to push. The instance response to the ideas expressed on the blog can provide a bird eye view opinion of what the future of that brand’s idea look like. For brand to go far know, not being afraid to give away free knowledge by the brand will help to create a thought leadership. If in doubt find out from many brands that have recognized blogs. They will be

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able to tell you that they enjoy WOM than those brands that have remained silent. Those who do not have spend more money on pushing their ideas and they all have to depend on third party to express their opinion. Meanwhile strong brand platforms in forms of blog can serve as a voice for any brand to express its own side of the story. This may/will help the brand to enjoy public sympathy that may not be there before. Interestingly many strong brands now have a platform through which they disseminate news that may be of interest to them. Without a blog today, you may be doing a lot of damage to your brand without knowing. Thought leadership helps brand to stand out as well as fashion out a strong niche that draws necessary attention from the target market. I know you have being involved in the conversation but where is your brand’s platform that guarantees your brand’s voice will be heard loud and clear? www.yinkaolaito.com

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PLAY, HAVE FUN, BUT PLAY TO WIN...

Both In Life And In Business. By Georges Katureebe This week, I went for a bowling game with my daughters. They had invited their friend to join us. So we were a group of four playing bowling in a very fine bowling place in Brussels.

After the game, we grabbed drinks and snacks. Then I drew their attention... I told them that yes, we should have fun playing the game. But the ultimate aim should be winning.

It was my first time to play bowling. I got very basic instructions from my youngest daughter-Miranda. She is good at the game.... then we played. My first attempts were awful, and some few throws took the ball to the gutter. But after few attempts, I figured out the trick for throwing the bowling ball and hit many bowling pins at once.

I told them, that is how it is in real life and in business. It’s ok to have fun in whatever you choose to do. Love what you are doing, like what you are doing, have passion for what you are doing.....in other words, have fun in what you are doing. But make no mistake, having fun should not be the end goal in itself. Having fun should be part of the process. The end goal should be to be your best at what you are doing, to be an expert, to be a point of reference, to be ahead of the pack....the end goal should be to win! This is the mentality of winners... the mentality of successful people.... the mentality of happy people.

And I took on the rest of the group hitting a number of bowling pins every throw. Then I was ahead of the group in points. Then my daughters’ friend commented that “we are playing for fun..we are not in competition”. We finished the game when I was top on the list having come from the lowest ranking at the beginning of the game.

Wishing you a play-to-win mentality in your day to day activities. gkatureebe@gmail.com The SERVICEMAG September - November 2017 49

PICTORIAL

TSM Conversations at High Tea

The ServiceMag’s commitment to improving customer service in Rwanda has continued to grow over the years. In addition to producing an educative quarterly magazine that is distributed free to all major service providers, corporate offices and clients, TSM runs an active social media campaign that allows clients to voice their complaints and compliments to service providers on the service they receive. As a result service providers are urged to improve as they hear from clients. Additionally, TSM organises corporate events that bring clients and service providers together creating networking opportunities and offering yet more opportunities for clients and service providers to hear from each other. On Tuesday 12th July 2017, TSM launched yet another product; Conversations at High Tea. The first High Tea was held at the Kigali Marriott and brought together about 40 corporate officials. The objective of the High Tea is to bring service providers and clients together in a comfortable environment and a casual setting to discuss service. Guests were requested to suggest topics they wanted to discuss and the following were among the eight topics discussed:

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1. Role of education and training 2. How to impact teams 3. Why is service different whether one is a foreigner or not? 4. How can culture influence the level of service?” Publisher and CEO of The ServiceMag Sandra IDOSSOU says ‘Sitting in a small group to converse is another way of sharing experiences. In big groups, we are not able to hear everyone s contribution. The topics that were not discussed during the Conversations at High Tea will be dealt with in upcoming publications. Besides, Rwanda produces some of the best tea and coffee, so it is also a good opportunity to sample some of the best products in town.’ The High Tea provides a different setting to discuss a serious issue and breaks the monotony of workshops and trainings. Hopefully, this will be an opportunity where service provides learn from each other; a stessfree feedback session and an encouragement for all to do better that will contribute further to improving customer service in Rwanda.

PICTORIAL

The SERVICEMAG September - November 2017 51

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