I know I haven’t updated this blog in a while. If you’ve missed out on what I’ve been up to, I did a guest post on DiaspoRadical and a collabo post with Raymond Chepkwony. Check them out if you haven’t already
Last week, Synovate (formerly Steadman) did a survey on internet usage in Kenya. According to their survey, this suffering, neglected blog is the 19th highest read blog in Kenya. Some say that the numbers were cooked (and I’m inclined to side with them) but that’s not my problem. Number 19 it is. Thank you readers.
A story of two CEOs:
Shujaa of the month.
CEO – Safaricom Ltd.
Bob Collymore took over as Safaricom CEO on 1st November 2010. The week before that, he picked up a comment I made about unsatisfactory service from Safaricom. I had some issues to do with internet connectivity on my phone, which had been “solved” twice before, only to crop up again. And getting through to Safaricom customer care means setting an alarm for 4am in the hope of getting through. So you can understand my frustration and why I didn’t bother to contact Safaricom customer care and chose instead to rant about it on Twitter.
Anyway, Collymore read my comment and asked me to email him. I thought about it for a couple of days before I decided to email him. Within an hour of sending the email, I was called up by a few customer care guys to enquire about the nature of my problem. They sorted it out, and called a few more times during the day to make sure that everything was working as it should.
I tweeted at Mr. Collymore and thanked him for sorting out my problem.
It didn’t end there. Collymore emailed me later in the night to find out if I was satisfied with the work that had been done, and asked me to contact him should the problem crop up again.
Can you spell I.M.P.R.E.S.S.E.D? I definitely was. Think about it this way. Just how often do CEOs of Kenyan companies, or senior management for that matter, interact with their customers on a one on one basis and give personal attention to their problems? Just how accessible is the average Kenyan CEO? We only see them on TV, the rest of the time they’re hidden behind tinted windows in their Mercedes S-Class cruising in absolute comfort from one important event to the next. So this really does go a long way. This is an example of what Kenyan CEOs should change about the way they run their companies and how they should interact with their customers.
For this, Bob Collymore gets my “Shujaa of the month” award. As one @BobQamz said, new brooms sweep clean. Kudos, Collymore. As Kibaki would say, endelea stairo hio hio.
Fokojembe of the month
Chairman, Chelsea Football Club
It’s a well known fact that Roman Abramovich runs Chelsea FC with an iron fist, completely disregarding what anyone else thinks, especially the fans. Which is understandable, seeing as he’s spent hundreds of millions of pounds of his own money buying the club, players, building the world class training centre in Cobham and all that. However, his most recent decision to sack Assistant Manager Ray Wilkins, a Chelsea die-hard who’s spent close to four decades with the club as a player, coach and Assistant Manager was perhaps the worst after sacking Jose Mourinho back in 2007.
You don’t have to be a genius to see the direct connection between Ray’s sacking and the immediate slump in Chelsea’s recent performances. Swallow your pride, Roman, and get Ray back. Otherwise this season will end in disaster.
And he wonders why the fans are yet to compose a cheer song all these years later? Listen to the fans, Roman. Coz we were here before you came along, and we’ll be here long after you’re gone.
What’s on my Playlist?
Anthony David – Something about you.