Tsm24

SERVICE MAG

Intersec rebrands to

www.theservicemag.com

RECRUIT ATTITUDE, TRAIN SKILL

QUEL BILAN ALLEZ-VOUS FAIRE À LA FIN DE L’ANNÉE ?

FOCUS STORY: GTBANK MOVING THE FRONTIER IN SERVICE DELIVERY

SCAN TO VISIT OUR WEBSITEFIN

D US ON

LINE

KUBAKA ITSINDA RIHAMYE

ISSUE 24: DECEMBER - FEBRUARY 2016

ALL YOU NEED TO KNOW TO IMPROVE YOUR SERVICES

TSM CUSTOMER SERVICE

www.rwandair.com

Contacts(+250) 788177000 (24 hour Service)[email protected]

The RwandAir family joins in sending season’s greetings with appreciation for your loyalty this past year and looks forward to moving into the new year together.We wish you a Merry Christmas and a prosperous New Year.

Happy Holidays

3The SERVICEMAG Dec - Feb 2016

TSMCUSTOMER SERVICE

www.rwandair.com


The RwandAir family joins in sending season’s greetings with appreciation for your loyalty this past year and looks forward to moving into the new year together.We wish you a Merry Christmas and a prosperous New Year.

Happy Holidays

08NewsOne on One with the New Airtel MD

The SERVICEMAG Dec- Feb 20164

Rwandair dreammiles launches global travel wallet

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Customer serviceWhy you need to set up clear metrics to improve your cus-tomer care

First Impression - you have only one chance

11 attitudes interdites aux managers des équipes de service à la clientèle

Self improvement Resolutions or Re-solutions?

Quel bilan Allez-vous faire À la fin de ’année?

They wowed us

Sales and marketingAugmentez la loyauté de vos clients

Business managementRespect for contracts and agreements drives business

Youth talk Jeanne D’Arc Girubuntu: Making History on a Bicycle

Have your sayThe Power of a Strong will

Our frustrationsYour health mattersFashionPictorialAt your service

Advertorials Introduction to EATPLimoz Rwanda the best VIP drivers

Intersec rebrands to ISCO

Interview with the Managing Director of I&M Bank (Rwanda) Ltd

GTBank moving the frontier in service delivery

34 12 Tips for a winning elevator pitch

Plus....

CONTENTS36 La règle des 60 minutes

hebdomadaires pour faire progresser vos projets

24 18 50Recruit attitude, train skill

Kubaka itsinda rihamye

Management participatif vs démocratie dans l’entreprise

Arts and Culture happenings in Kigali November 2015

44

12

24

Over the past months, I have been working hard for a smooth transi-tion with a new Publisher who was meant to take the ServiceMag to the next level of growth. Sadly, things did not work out and I am back to square one trying to make sure the boat does not sink.

Over the past years, our main objective has been to raise awareness about the importance of improved service delivery for both the public and private institutions. We believe that good customer service is key to an efficient, pro-fessional working environment that undeniably contributes to the growth and development of a nation.However, a quality magazine like the one you are holding in your hands or reading right now online can only be sustained through partnerships with key institutions and not only through advertisement especially in an environment where the major stakeholders that understand the power of corporate com-munication are so few.Today, almost six years since we started, we have grown beyond being just a free, quarterly, educative publication to becoming the major advocate for good service in Rwanda especially through our vibrant social media platforms and the award ceremonies we organize to recognize Best Service Providers and outstanding service employees.Looking at our achievements today, we have every reason to be proud of our-selves and move on to more lucrative projects. However, that will mean, we accept the death of The ServiceMag like many publications that disappear after a few issues.As I recount the number of encouraging messages we receive daily on the impact we are making, I have to admit that stopping the ServiceMag is just not an option. We are giving ourselves time to look into different options of sustaining it. On a personal level, this implies that I put the other projects I had started working on on hold. It is a tough decision that requires even more sacrifice but I want to believe the journey will be worth it. I call upon all those who love this publication to help us sustain it. We need financial sponsors to keep TSM alive. Thank you for your continued support. Education no matter its format, is what will take Rwanda and the whole of the African continent to the next level. Enjoy reading and have a very merry Christmas and a prosperous 2016!

PUBLISHER’S NOTE


The ServiceMag RwandaTel: +250 788 781 562

email: [email protected]@theservicemag.com

HOLDING ON TO KEEP THE BOAT FLOAT

SANDRA IDOSSOU

CEO / PUBLISHERSandra Idossou: [email protected]

DESIGN & LAYOUT: Wairagala Stephen: [email protected]: +250 788 353 352

ENGLISH EDITOR:Aryantungyisa Otiti: [email protected]

KINYARWANDA EDITOR:Gaspard Habarurema: [email protected]

FRENCH EDITOR:Diana Ramarohetra: [email protected]

MARKETING CONSULTANTS:Jean Paul Uwayezu: +250 788 781 562/ 788 746 [email protected]

PHOTOGRAPHY:Patrick Nsengimana: [email protected]

CONTRIBUTORS: Sandra Idossou, Jean Pierre Lauzier, Hermann H. Cakpo, Gloria Ilibagiza, Dr. Rachna Pande, Efua Hagan, Lansana Gagny Sakho, Bonnie Kim, Hubert Musoni, Lamelle Shaw, Tazim Elkington, Gandonou S. Marcellin, Nicole Fallon, Strive Masiyiwa, Jean Paul Uwayezu, Lorenza Begumisa

THE FOLLOWING ORGANIZATIONS SUPPORTED US IN PRODUCING THIS ISSUE: Isco Intersec Security, Airtel Rwanda, Rwandair, Bralirwa, Mille Collines by Kempinski, Serena Hotels, I&M Bank, Bourbon Coffee, East Africa Tourism Platform, Limoz Rwanda, GTBank, Akagera Aviations, Akagera Business Group (ABG), Aflink

DISCLAIMER:The opinions, articles and photos in The Servicemag & The Servicemag On-line do not necessarily reflect those of the editor, publishers or their agents.

While every care is taken to ensure the accuracy in 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.

RA L L YO U N E E D TO K N OW TO I M P ROV E YO U R S E RV I C E S

The SERVICEMAG Dec - Feb 2016

TSM

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CUSTOMER SERVICE

Tel: +250 788 184500Tel: +250 252 597100

Fax: +250 252 597101Email us: [email protected]

Pamper yourself at the Maisha Gym and Spa

Please submit your comments and suggestionsEse mwakunze inyandiko tubagezaho? Turabasaba ngo muduhe ibitekerezo kuri

[email protected]

WE LOVE TO HEAR FROM YOU

Gushimirwa nk’umukozi witanze kurusha abandi byanyon-gereye icyizere cyo kongera uburyo nakiramwo abagana ikigo nkorera kandi rwose singiye guhagarika ngiye gu-komerezaho. serviceMag yarakoze cyane kutugaragariza agaciro dufite kuko hari igihe twumva turi abo hasi cyane bikaba byadutera ipfunwe ntidukore akazi kacu neza.Teta

The ServiceMag wishes you a Merry Christmas and a happy new year

2016

That recognition was Good and nice of you, as it motivates and remind one that what he or she doing is acknowledged even beyond near borders, and the other thing I could say about that recognition is that you could work on continuing to acknowledge and reward those people who are dedicated to what they do, briefly the recognition could be taken on another level. Otherwise it was well received and more of an encouragement.Gakwaya JuniorDiscover Rwanda Youth Hostel

Je suis un lecteur assidu de The ServiceMag et je ne manque jamais vos soirées. Je salue les efforts, l’amour et le dévoue-ment que vous apportez à l’amélioration du service au Rwan-da. J’espère juste que vous vous avez le soutien nécessaire de la part du gouvernement et de tous les acteurs concernés au Rwanda.Je vous souhaite bon courage dans la continuité de vos ac-tivités.Jean luc

Dukomeje gushimira Sandra ku bwitange ukomeje kuga-ragariza ServiceMag kandi twishimiye kwizihiza icyumwe-ru cyahariwe serivisi zihabwa umukiriya. Ibikorwa byaran-ze iki cyumweru n’ubusabane bwabereye muri Serena Hote rwose byadukoze ku mutima.Sandra rero komereza aho kandi ugire akazi keza.John

C’est un immense plaisir d’avoir eu ce certificat.Cela montre la valorisation de la personne dans son travail, un titre par excellence. Je vous remercie et promets de travailler mieux pour mériter un autre.Isimbi EmmanuellaCity Blue Hotels

Iyi mpamyabumenyi ni isomo ritanga imbaraga mu kongera ubumenyi n’ubuhanga mu kudatezuka ku murimo no guhara-nira kubona iyindi.Murakoze cyane.Kagiraneza SilivanusSecurity agent I&M Bank Ltd

REWARD THE BEST PROVIDERS

I would like to suggest that TSM consider rewarding good ser-vice continuously? By this I mean collecting recommendations of good service providers from the public and giving surprise awards to such people. We can encourage companies to give us weekly/monthly handouts to achieve this purpose. Let us make all client facing staff compete to be the best and thus benefit their compa-nies!David Akelola


Tel: +250 788 184500Tel: +250 252 597100

Fax: +250 252 597101Email us: [email protected]

Pamper yourself at the Maisha Gym and Spa

The Maisha Health Club and Spa boasts of a fully equipped gym featuring the latest cardiovascular and isotonic machines, free weights and an aerobic / yoga studio; stunning male and female spa facilities, including steam baths, sauna and Jacuzzi; luxuri-ous treatment and a 20metre swimming pool. Our juice bar offers complimentary freshly squeezed juices and herbal teas to re- energies and nourish you.


Mr. Michael Nii Boye Adjei replaced Mr. Teddy Bhullar as the new Managing Director Airtel

Rwanda. Mr. Bhullar was transferred to Emtel Mauritius.

Michael started his commercial career at Unilever Ghana where he was the Category

Head responsible for Home and Personal Care. Prior to joining Airtel, he worked with Mil-

licom and Vodafone Ghana as the Commercial Director.

We caught up with Michael to tell us what plans he has for Airtel Rwanda, the Rwanda

telecom sector and Rwanda’s economy as a whole. This is what he had to say:

Current market presence

The current telecom market in Rwanda is steadily growing with new services and products

being introduced coupled with recent ICT developments. There has been an improvement

in the network coverage as we expand to cover all the regions in the country. We have

strengthened our internet coverage with the introduction of 4G internet. Mobile money

transfers have been boosted by the increase in Airtel Money agents across the country.

Additionally, we hope to roll out more products that will allow people to enjoy our services

at affordable costs. Rwandans have been very welcoming and we shall continue to serve

them in the best way possible. We are thankful to the Rwanda government for the work

they have done to promote the sector and working with RURA (Rwanda Utilities Regulatory

Authority) has been helpful.

One Network AreaThe One Airtel experience offers seamless roaming to our customers across Africa and the

region. Customers enjoy affordable roaming services and local rates and recharges in the

countries they visit. With the One Network Area, we shall be able to offer our customers

across East Africa a seamless experience with standard affordable costs for all calls and

messaging done in the region.

Internet ServiceAirtel is the leading provider of the fastest and most reliable internet service in Rwanda. We

currently offer 4G LTE services on top of our high speed 3.75G internet service. We know

Rwandans are very keen on internet usage and the government has been at the forefront

of ICT advancements in the country. We recently partnered with Facebook to introduce a

service called freebasics.com which is aimed at offering free internet access to selected

websites in Rwanda and across the globe. The service allows Airtel Rwanda customers to

access various websites at no cost. Customers are now able to access a set of free services

in categories of health, education, communication, sports, jobs, and local information.

Corporate Social ResponsibilityAirtel Rwanda boasts of the best CSR minded brand in the country. At Airtel, we believe

that we can not only impact the market that we operate in, but also the lives and social

wellbeing of our area of operations. We have been partaking in CSR activities and we shall

continue to do so. One of the activities we are proud of is Airtel Rising Stars, which is aimed

at developing grassroots football in youngsters. Airtel is the largest supporter of youth soc-

cer on the continent. I would like to assure you that we remain committed to nurturing and

harnessing our local talent through our tournaments. We are already getting good results

from this.

Airtel Rwanda staff have been taking part in other CSR activities such as; Umuganda,

Adopt a School, mentoring of girls in technology, the just concluded Breast Cancer Aware-

ness Walk and many others. Our CSR programmes spread out to support all sectors through

sustainable programmes and philanthropy.

Final RemarksI am elated to be part of the Rwanda family and I promise you, we shall continue to offer

the best services and products to Rwandans. As we head into the festive season, I would

like to encourage our customers to take advantage of our offers and be able to change

their lives in one way or the other. I believe that Airtel Rwanda will grow further and our aim

is to continue being the most loved brand in Rwanda.Airtel Rwanda’s Managing Director

ONE ON ONE WITH THE NEW AIRTEL MD

MR. MICHAEL NII BOYE ADJEIMeet

TSM NEWS


TSMCUSTOMER SERVICE

Well doneEveryone Great job!

w w w. b o u r b o n c o ffe e . r w

Get a Bourbon Coffee Machine for your office A Bourbon Coffee machine comes with a monthly delivery of the finest Rwanda Coffee beans for your guests & employees to enjoy. Call 0788 300 389 or email [email protected] for details.

@Coffee_bourbon

Bourbon Coffee Kigali


TSM

10

NEWS

RwandAir DreamMiles Loyalty Program adds a reloadable Visa Prepaid Card Feature to its membership cards to facilitate Payments and Currency Exchange on the Go!

The new RwandAir DreamMiles VISA GlobalTravelWallet card is a “must have” for anyone coming into Rwanda or travelling out of Rwanda on RwandAir. You can join by enrolling inflight, in-store or online and once you receive it, your travel experience changes forever! This product demonstrates RwandAir’s commitment to rewarding its loyal customers and its willingness to reach out to the wider community. RwandAir DreamMiles and Card Programs International (CPI), a card programme management and payment product innovation company, have partnered with Visa and Ecobank, the leading Pan African Bank, to launch the new RwandAir DreamMiles VISA GlobalTravelWallet™ card. The card includes a reloadable prepaid Visa account feature that lets travellers earn DreamMiles as they shop at Visa merchants worldwide – a first of its kind in Sub-Saharan Africa.

RwandAir DreamMiles members in Rwanda will begin receiving their new DreamMiles card with GlobalTravelWallet™ in Q4, 2015.

The roll-out of cards to RwandAir DreamMiles members in other countries will take place shortly after. RwandAir DreamMiles members already enjoy industry recognized benefits such as reward miles on every flight, lounge access, extra baggage allowance, guaranteed seating options, priority check-in and boarding, and more.

RWANDAIR DREAMMILESLAUNCHES GLOBAL TRAVEL WALLET


TSMNEWS

Members can now enjoy items from specially selected merchants online, book hotels at reduced prices, and enjoy customer service from whichever time zone you may travel to via www.globaltravelwallet.com. Members will also start to earn and redeem miles with RwandAir partner airlines, and non-airline partners in the near future.

The new GlobalTravelWallet™ feature adds payment functionality and other member benefits to the RwandAir DreamMiles VISA GlobalTravelWallet™ card. This includes the revolutionary miles to money functionality allowing cardholders to convert their miles to cash using the new UniversalRedemption™ capability from CPI, as well as bonus miles for RwandAir ticket purchases and everyday purchases.

In 2016, RwandAir DreamMiles members will be able to download the GlobalTravelWallet™ mobile application, available for iOS and Android users. Through the app, users can access

their account balance and transaction history, transfer money to other DreamMiles members with an activated GlobalTravelWallet™ account, review where to load options, and report a card lost or stolen.

Jean Paul Nyirubutama, CEO/COO of RwandAir, said, “The new RwandAir Dream Miles loyalty program provides features and benefits that enhance the value to its members. The new innovative RwandAir DreamMiles VISA GlobalTravelWallet™ card combines the functionality of a reloadable payment card with the benefits of DreamMiles membership in a single piece of plastic, a first in loyalty and travel prepaid payments in Sub-Saharan Africa.”

RwandAir DreamMiles partnered with CPI to develop the product and handle management of the program, utilizing CPI’s proprietary prepaid currency platform and global experience pioneering similar products. “When we partnered with RwandAir, we were confident that we were working

LAUNCHES GLOBAL

with a partner whose mantra is to deliver world class service to its customers, an ethos we firmly believe in and standby” said Segun Oni, Chief Executive Officer, Card Programs International, adding “We have an alignment on the values of meeting our customers’ needs.”

The new RwandAir DreamMiles VISA GlobalTravelWallet™ card is issued in collaboration with Ecobank. Mareme Ndiaye, Managing Director of Ecobank Rwanda, said, “This is a highly innovative product and the first of its kind in the region. Ecobank is proud to assist RwandAir in developing a multi-functional card, which vividly demonstrates Ecobank’s ground-breaking product development capabilities.”

To learn more about the new RwandAir DreamMiles VISA GlobalTravelWallet™ program, complete list of features and benefits, including terms and conditions, please visit: www.rwandair.com or www.globaltravelwallet.com/rwanda

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ADVERTORIAL

The East Africa Tourism Platform (EATP) is the private sector body for tourism in East Africa, established to promote the interest and participation of the private sector in the East African Community (EAC) integration process. EATP is driven by its vision of creating

and promoting a vibrant and diverse single tourism destination.

The platform promotes intra and inter-regional tourism through advocacy, marketing, skills development, research and information sharing with its main objectives being to:

• Intermediate and reduce obstacles to intra and inter-regional tourism• Promote an intra and inter-regional tourism marketing approach• Facilitate continuous skills development in the tourism sector• Promote harmonized standards and codes of conduct of tourism facili-

ties and services• Facilitateaccesstofinanceandriskmanagementservices• Share information and provide networking opportunities

Since its launch EATP has had great success in advocating for the single tourist visa, use of national IDs as travel documents for citizens between Kenya, Rwanda and Uganda, free movement of tourism services. EATP can also be credited for partial liberalization of EAC air space and joint marketing initiatives which is mainly under the East Africa Northern Cor-ridor. These initiatives have already started having positive effects on re-gional tourism and travel.

Carmen Nibigira recently joined EATP as the Regional Coordinator. Car-men is undeniably passionate about Tourism and intends to drive the Tour-ism agenda forward and make East Africa a competitive and preferred destination in Africa.

INTRODUCTION TO EATP

This is what she had to say:

TSM

12

Qn: What are the areas EATP wants to tackle under the new leadership of the platform?

EATP has recorded significant successes and we intend to

continue building on these

achievements and take East

Africa’s tourism industry to the

next level.

Some of the pressing issues on

our agenda include taking a

leading role in harmonizing the

standards of tourism facilities

and services across East Af-

rica within the set target year

of 2016. We are also actively

advocating for reduced airline

costs through open skies policy

reforms and improved air and

road infrastructure.

This is crucial to the competi-

tiveness of tourism in our region.

The issue of competitiveness

doesn’t stop only with air tick-

ets, but across all socio-eco-

nomic sectors linked to tourism.

Another important issue for

EATP is carrying out research

across the region and using the

findings to our advantage. We intend to get first hand informa-

tion about tourist arrivals in East

Africa; this information will be

used for developing our mar-

keting plan, product develop-

ment and pricing, as this will be

based on sound research.

Photo credit: Chris Schwagga


TSMADVERTORIAL

Qn: Domestic versus regional tourism...how can one influence the other or which segment needs to be promoted first?

EATP promotes both inter and

intra-regional tourism. We en-

courage East Africans to start

visiting and discovering their own

respective country and their re-

gion, creating a flow of tourists not only from the outside but

within East Africa itself.

As per inter-regional tourism, our

approach is to promote multi

country packages, enhancing

product offering and enriching

visitors’ experiences. Our region

has so much to offer, why should

tourists limit themselves to only

one country when they can ex-

plore the whole region. Single

tourist visa, use of ID as travel

documents for East Africans and

interstate passes are examples of

policies encouraging and facili-

tating regional tourism. At EATP

we see East Africa as one desti-

nation, it is our home.

Qn: Good Customer Service has an undeniable impact on Tour-ism. What should service provid-ers do to improve the level of service in the Tourism sector?

At EATP we believe that in or-

der to ensure that the single

market operates at its best ca-

pability and generates the fin-

est result, harmonized standards

and codes of conduct need to

be applied across the region.

Therefore, an East African Com-

munity Hotel and Facilities Rating

Criteria was implemented and

the process of standardization of

accommodation establishments

and restaurants is ongoing.

We are also lobbying for skills de-

velopment, harmonized curricu-

lum and certification across the region by engaging with training

institutions and relevant govern-

ment institutions. EATP is encour-

aging a culture of customer ser-

vice across East Africa. Customer

service is the essence of Tourism;

it is a set of mind that should be

embedded among service pro-

viders in the region.

Qn: What do you have to say to people who think that travelling within the East African Region is more expensive than travelling to Europe or USA?

I agree with this statement. We

are still operating on a system

designed to offer affordable ser-

vices and products to East Afri-

cans residents when it comes to

Tourism.

We need to go back to the

drawing board and do research

based on consumer behavior of

East Africans. We need to de-

sign products and offer services

matching the demands and

prices of East Africans, basically

we need to shift our lenses to

competitiveness.

We call on all industry players,

the private sector to look at the

growing population of around

150 million people that live in

East Africa and start seeing the

potential they represent to our

tourism industry instead of focus-

ing only on International markets.

We have what it takes to be the

destination of choice in Africa.

From our competitive and our

comparative advantages we

need to put our act together,

move on from the way tourism

as a business has been done so

far and embrace the dynam-

ics changes in the region (de-

mographics, technology, socio

economics, trends, etc…). We

already have a huge market

which has not been tapped into

and needs to be considered.“

WE HAVE WHAT IT TAKES TO BE THE DESTINATION OF CHOICE IN AFRICA

Qn: How important is regional integration towards developing tourism in East Africa?

Tourism is a vital part of the EAC

economy so the two go hand in

hand. Regional integration puts

in place the policies, regulations

and strategies that contribute to

the development of a sustain-

able and well integrated tourism

sector in EAC.

It also creates the right environ-

ment to enhance and encour-

age tourism in the region. The

role of EATP is to facilitate active

and focused engagement of the

private sector in the EAC regional

integration process. To do so we

work closely with national minis-

tries responsible for tourism, wild-

life, trade and transport, the EAC

Secretariat, East African Business

Council and Private Sector orga-

nizations to promote tourism in

our region.

Qn: Security has been a major issue in this region. What do you think needs to be done?

Security is a major challenge to

the global Tourism and Travel in-

dustry therefore it is an issue that

needs to be tackled globally.

East Africa also faces this issue

and its impact but I believe that

this can be overcome and fo-

cus should be put on increasing

security in order to recover and

make our destinations more wel-

coming for tourists.

Security is a prerequisite for tour-

ism; EATP and various tourism

players in the region constantly

appeal for political solutions for

crises such as the one Burundi

is experiencing at the moment.

There is a high cost involved in

restoring the image of a destina-

tion after any security threat, ter-

rorism or conflict, East Africa has learned a few lessons, and it is in

our interest to keep security as

one of our top priorities.

East Africa Tourism Platform

TSM

Improving customer care to

increase customer reten-

tion is a major issue faced by

many companies today. For

this reason, many companies

have set up a customer feed-

back system to learn from their

customers about their service

experience and what they ex-

pect from service providers.

However, this customer feed-

back system doesn’t always

work the way it is supposed to

because of some very substan-

tial mistakes.

One of the most popular ways

companies collect feedback

from their customers is by put-

ting together a simple feed-

back questionnaire and plac-

ing it by their suggestion box in

the hope that their customers

would take the time to fill it.

BY HUBERT MUSONI

Why you need to set up clear metrics to improve your customer care



Is it really enough to have such

a questionnaire? How many

companies actually use these

forms as part of their daily man-

agement, treating them as any

other important business met-

ric?

What Gets Measured, Gets Fol-

lowed

It is a simple rule in business

that whatever gets measured

gets followed. This can be seen

in the case of all the financial metrics that provide tangible,

measurable results to compa-

nies, telling them clearly when

they are meeting their targets

and when they need to im-

prove certain performance ar-

eas.

Managers review these key fi-

nancial metrics on a regular

basis to keep a close check on

their performance in different

areas like sales, revenue, pur-

chases and expenses.

The reason this data drives re-

sults is because it is collected

and measured in a very struc-

tured and processed manner.

Think about the process you

have in place to measure how

many items were sold yester-

day in your organization.

It is further reviewed after a

specified interval without fail. Sadly, this isn’t the case with

the feedback questionnaires

that often keep collecting dust

in the feedback box for days,

and that too if customers actu-

ally fill them out. Moreover, companies don’t re-

ally have a defined process of collecting and interpreting this

feedback data into measur-

able figures that identifiable re-

sults can be derived from.

It is usually the lack of measure-

able and actionable results

that makes customer feed-

back systems ineffective. Most-

ly, managers fail to realize that

there is a strong relationship be-

tween this questionnaire, which

ultimately gives an indication

of the customer perception of

their products and services and

completed a transaction with

an organization.

This feedback collection pro-

cess needs to be run as con-

sistently as processes related

to sales or other financial data collection. Some organizations

have mechanisms to auto-

matically send short customer

satisfaction surveys by SMS or

email after a transaction has

occurred.

Another way is to have cus-

tomers provide feedback using

interactive feedback touch-

screen devices placed at the

“point-of-experience” (that is

where the customer is experi-

encing a service).

These feedback collection

mechanisms should be de-

signed with the ability to build

clear customer satisfaction

metrics that can be reported

the same way financial metrics are reported in the organiza-

tion. In fact, customer satisfac-

tion metrics should be built as

an integral part of standard-

ized management reports.

This process will help make look-

ing at customer satisfaction

metrics a daily management

routine. This routine coupled

with customer feedback-driven

action plans will certainly help

improve customer care.

The author is the founder & CEO of VOVACARE, a customer feedback management solution company based in Rwanda. Email: [email protected]

its correlation with future sales

revenue, and their financial metrics.

If they did, they would have dis-

covered how to improve their

customer retention rate.

Companies need to create

and monitor their customer

feedback in the same way

they do other financial metrics.

This means setting up mecha-

nisms to collect feedback, dur-

ing or right after a customer has

WHAT GETS MEASURED, GETS FOLLOWED

“TS

MCUSTOMER SERVICE

15The SERVICEMAG Dec- Feb 2016

TSM


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16

CUSTOMER SERVICE

WHAT IS FIRST IMPRESSION?Definition 1: First impression is the event

when one person first encoun-

FIRST IMPRESSION - YOU HAVE ONLY

ONE CHANCE

ters another person and forms

a mental image.

Definition 2: The process of portraying your-

self to others in a manner that

creates a desired impression.

People buy you before they

buy whatever you are sell-

ing. If you want to make more

sales, then perfect your first im-

pression. Every day you wake

“You will never get a second chance to make a first impression” Will Rogers

BY: BONNIE KIM


up know that you are selling

yourself as a product or brand.

People are thinking of you as a

product or brand.

Whatever you sell is attached

to the value they give you dur-

ing your first impression. Your first impression is the last impres-sion and only impression. You have got to portray yourself as

the best at what you do.

Mistakes we make on first impressionYou need to ask yourself these questions before you go out to

meet any customer.

1. What do I want this person to

remember about me?

2. How do I want this person to

perceive me?

3. What impresses this person I

am going to meet?

4. What do I know about the

person, their business (facts

and figures) challenges they face and how am I going to

connect their day to day chal-

lenges with the product I am

going to sell to them?

Mistakes organizations make on first impression1. Untrained staff

2. Staff with a bad attitude

3. Dirty/ unorganized/

lack of professional look at

the reception.

The contact with a customer

begins with the first introduc-

tion. What they can see, ob-

serve or think on their own be-

fore you speak. It becomes

so loud that they cannot hear

what you say to them.

What does a great first impression accomplish for your organization?1. It makes the customer feel

welcome especially if the or-

ganization looks neat, clean

with warm and hospitable staff.

They see you as professional

and you win their respect.

2. Makes the customer loyal

to your organization especially

when greeted respectfully with

a smile, welcomed by hospi-

table staff and served imme-

diately. This generates repeat

business in the future.

3. Helps the customer to feel

confident about making a de-

cision to visit your organization

and finally meet you.

4. Helps the customer to trust

your organization and espe-

cially when staff greets them

with a smile, introduces them-

selves and asks their name and

greets them by name the next

time they visit.

5. Helps the customer to be-

come your ambassador by

referring your organization to

their close friends.

HOW TO CREATE THE FIRST IMPRESSIONRule 1: Dress like a Prospect and not

like a suspect. You must com-

mand respect in the way you

dress, behave and talk so as to

create a desired impression.

If you dress like a suspect, cli-

ents will avoid you; it will be very

hard to be get an appointment

with the CEO because the per-

sonal assistant will doubt you

and the CEO will believe him/

her. You can’t make a deal of any significance if you don’t meet the final decision maker.

“HOW YOU DRESS, YOU ADDRESS AND GET ADDRESSED.”

Next time you are preparing

to see a very important client,

dress like you would like to be

addressed.

International Motivational Speaker, Corporate Trainer, Best Selling Author,

[email protected]

If you dress like a suspect, clients will avoid you

“

TSMCUSTOMER SERVICE

TSM

1. Maltraiter un llaborateurSi vous agressez votre employé

de rudes paroles et que vous

attendez à ce qu’il soit souriant

et agréable avec les clients

juste après, vous lui deman-

dez un effort de dépassement

émotionnel que vous n’avez

pas réussi à faire. Serait-il plus

fort que vous pour rester de

bonne humeur alors que vous

l’avez torturé mentalement ?

ATTITUDES INTERDITES AUX MANAGERS DES ÉQUIPES DE SERVICE À LA CLIENTÈLEPAR HERMANN H. CAKPO

Quelque soit votre poste, assurez-vous que votre attitude personnelle n’affecte pas négativement le climat et la qualité de service à la clientèle au sein de vos équipes. Ci-dessous les attitudes à éviter :

11TS

M CUSTOMER SERVICE


2. Réprimander un col-laborateur devant un clientLorsque nous avons dévalo-

risé nos collaborateurs devant

les clients, pas surprenant que

ces derniers exigent de nous

voir personnellement pour

s’assurer que leurs requêtes

soient prises en charge plus ef-

ficacement.

Le rôle d’un manager de

service est de s’assurer que

chaque client sera pris en

charge efficacement quel que soit celui qui le sert et son

attitude et ses agissements

doivent aller dans ce sens.

3. Prendre en charge les clients difficiles et délicatsPuisque c’est en forgeant

qu’on devient forgeron, il est

plus efficace de définir des normes élevées de qualité

de service et de former et

coacher individuellement

chaque collaborateur pour le

mettre ensuite au contact des

clients plutôt que de garder

pour soi les clients les moins

délicats.

4. Gérer les incidents de service à la clientèle au cas par casAu lieu de vouloir gérer les inci-

dents de service à la clientèle

au cas par cas, développez

des mécanismes, un système

d’intervention proactif décrit

dans un manuel de qualité

de service pour les prendre

en charge. Ensuite, formez et

coachez vos collaborateurs

de manière à ce qu’ils sa-

chent quelle attitude et réac-

tion avoir à chaque fois, que

vous soyez là ou non.

5. Minimiser les défis de qualité de service à la clientèleEtre chargé de clientèle, c’est

être chargé des problèmes

des clients et le manager est

celui qui doit trouver le premier

les solutions et les vulgariser

auprès de ses équipes aussi et

trouver que c’est normal qu’il

y ait des failles.

6. Se plaindre de l’attitude des clientsSi vous laissez vos collabo-

rateurs vous entendre vous

plaindre des clients, vous êtes

en train de leur apprendre à

délaisser les besoins de vos

clients et à faire ce qu’ils peu-

vent à leur tour au lieu de faire

ce qu’ils doivent faire.

7. Parler mal à un clientSi vous plaindre de vos clients

devant vos collaborateurs

est une attitude compromet-

tante, parler mal à un client

est la meilleure façon de libér-

er vos collaborateurs et de leur

donner le feu vert pour être

couramment désagréable

avec les clients. Faites aux cli-

ents ce que vous voulez que

vos collaborateurs leur fasse.

8. Faire semblant d’ignorer les défis person-nels de vos collaborateursUne personne à qui vous de-

mandez d’être de bonne hu-

meur n’est pas une machine

qui essuiera les larmes de ses

douleurs internes parce que

c’est ce qu’il faut. Si vous

voulez que vos collaborateurs

ne perdent pas le sang froid

de vos clients, commencez

par leur prêter attention et

vous occuper d’eux.

9. Venir en retardVous devez être là pour as-

surer que le service va se

dérouler suivant les normes.

Si vous venez en retard, vous

donnez certainement le mau-

vais exemple. Dans les grands

hôtels et restaurants le brief-

ing matinal est une occasion

sacrée pour s’assurer que tout

le monde sera dans la disposi-

tion mentale et émotionnelle

requise pour apporter un ser-

vice ultra-parfait aux clients.

10. Négliger la qualité à délivrer parce que vous êtes pressé « C’est bon comme cela, on

n’a plus de temps » est peut-

être une phrase banale et ap-

paremment adéquate lorsque

vous n’avez plus le temps.

Sauf que vous définissez ainsi les nouvelles normes de né-

gligence et de laxisme dans

le service à la clientèle. Vous

êtes le garant de la qualité de

service et c’est vous qui don-

nez le ton. Vous devez vous

montrer impeccable plus que

quiconque lorsqu’il faut ga-

rantir la qualité de service.

11. Vous lasser de vous tuer pour vos clientsLorsqu’il est question d’être

à la hauteur des exigences

des clients du 21è siècle, ils

s’attendent à ce que les char-

gés de clientèle fassent pour

eux des efforts surhumains.

Vous devez faire le nécessaire

pour garder les normes de

qualité de service au niveau

le plus élevé possible ; c’est la

seule façon d’encourager vos

clients à revenir encore et en-

core.

Si vous baissez la garde, vous

allez faire chuter les normes et

vos collaborateurs vous suiv-

ront dans la négligence.

L’auteur est Coach et Entrepreneurwww.hcbbusiness.com

“SI VOUS BAISSEZ LA GARDE, VOUS ALLEZ FAIRE CHUTER LES

NORMES ET VOS COL-LABORATEURS VOUS

SUIVRONT DANS LA NÉ-GLIGENCE.


TSMCUSTOMER SERVICE

TSM


Limoz Rwanda are East Africa’s number

one VIP transport company.With a fleet of more than 80 cars, Limoz Rwanda

gives the best VIP customer service to

its clients, with highly responsible drivers.

According to John Kabera, Managing

Director Limoz Rwanda, Limoz offers the

best. “What matters to you also matters to

us” he affirmed, “reliability, client safety, comfort and timeliness. ”Limoz provides cli-

ents with personalized service and attention

to detail required for their special occasions.

“Our experienced and professional drivers

are trained to handle major corporations

and diplomatic protocols, as well as the

THE BEST VIP DRIVERS

LIMOZ RWANDA

With Limoz Rwanda you rent a lot more than just a car, come ride with us“ “

TSM ADVERTORIAL

JOHN KABERA MANAGING DIRECTOR LIMOZ RWANDA


TSMCUSTOMER SERVICE

TSM

most sensitive assignments with the highest

level of professionalism.

They are always smart, responsible and

sober.”Before a driver is recruited, he goes

through a driving and vehicle manage-

ment test.

They must be fluent in either English or French. They are then trained in customer

service and VIP handling. “VIP handling

entails details such as what exactly a driv-

er is supposed to discuss with a client.He

gave examples of drivers who askVIP cli-

ents for jobs or other unnecessities.

Drivers are taught to respect the client’s

space and not engage in conversation

unless the client asks questions; how to

open for the VIP and where and how to

park at a location to enable the client to

access him easily.

Limoz Rwanda is committed to client safety

and comfort. The company has run a con-

tract with the Serena Hotels for close to 10

years. They also have a contract with The

United Nations to transport their officials. The company has an efficient fleet man-

agement through the use of Information

Communication Technology (ICT), vehicle

tracking system that ensures that drivers

stay on track and bring in the fares.

He noted that ICT has provided ways of

managing the business efficiently includ-

ing a system called i-fuel, which is an au-

tomatic way of calculating the amount of

fuel put and used in a vehicle.

With Limoz Rwanda you rent a lot more

than just a car, come ride with us!

CONTACT US ON:P.O BOX 3492,

African Union Bouverald, 1st floor Amasezerano House

near Mt. Kenya University Kicukiro campus

+250788309189, +250788307829

Kigali - Rwanda

Email: [email protected]

ADVERTORIAL

By the end of 2015, ISCO will also have a new state of the

art headquarters in Kigali complete with a training center,

a full service cash processing center as well as a host of

other facilities.

ISCO’s revamped and new services has enabled the

company to reach out to a varied range of customers. It’s

commitment to service delivery continues to secure its

reputation as Rwanda’s most secure and trusted security

company.

Call 3031 for more information.

Under the theme “a new commitment, a new promise

and a new vision,” Intersec Security has rebranded

to ISCO Intersec Security, and in doing so has

streamlined, digitized and centralized its systems to ensure

A noticeably unique aspect of this rebrand is the roll-out of

a new team of corporate guards trained in both customer

service & security, a sought after need in the corporate

community.

General Manager, Vincent Gatete, believes that this team

will reinforce the link between security & customer service.

“As a corporate, it is vital that all the touchpoints your

customers interact with are aligned with your business

setting. The guard is a part of this setting. This is why

we have invested in the new Administrative & Security

Reception Guards team by training them on both customer

service & security to adopt to the corporate environment.

We have also changed their uniform to proper corporate

suits,” says Gatete.

The company has also invested in developing its internal

systems, employees and adding value through innovative

new services to keep up with the growing demands of

today’s modern customer.

““As a corporate, it is vital that all the touchpoints your

customers interact with are aligned with your business

setting. The guard is a part of this setting. This is why

we have invested in the new Administrative & Security

Reception Guards team by training them on both

customer service & security to adopt to the

corporate environment.

’’General Manager, Vincent Gatete

Intersecrebrands to

In addition to the new Administrative & Security Reception

Guards, the company now also offers courier and logistic

services backed by a fully digitized tracking system; 4G

enabled security systems such as IP video surveillance

cameras; and can boast of highly trained security specialists

who are able to provide 360 degree security solutions that

go past guarding services.

“Innovation is the underlining trait in this rebrand exercise

characterized by our new Corporate Guard section, the

Courier & Logistics business as well as our move into

the digital sector with our ISP business providing 4G/LTE

connectivity as well as 4G/LTE enabled security services”

adds Gatete.

COVER STORYTS

M


Trusted Secure Solutions

[email protected]

iscosecurity

Armed & Unarmed guards

VIP executive protection

Bodyguard & close protection services

Administrative & Security Reception guards

4G Services

4G/LTE Mobile Security

4G/LTE Enabled gadgets

Fire alarm & suppression systems

Monitoring & quick response support

Supply, installation & maintenance for all the

above

Courier services

Logistics services

Transportation

Warehousing

Cash in transit

Cash counting, sorting & packing

ATM replenishment

Mobile teller services

Vault services

Video Surveillance, Alarms & Access Control

2 35 6

14

7 8 9

Video surveillance camera systems

Monitored alarm systems with quick response

support

Door, gate & parking barrier access control

Supply, installation & maintenance services for

all the above

ISCO Intersec Security Services

The SERVICEMAG Dec - Feb 2016 23

TSMCOVER STORY

GTBank Rwanda,a subsidiary

of Guaranty Trust Bank Plc,

has a strong service culture

that has enabled it record

consistent year on year growth

in clientele base and key fi-

nancial indices over the past

years.

According to Olabayo Vera-

cruz, Rwanda Managing Di-

rector, customer satisfaction is

inextricably linked to superior

performance and any busi-

ness requires employees who

are committed to exceeding

industry standards for qual-

ity service and can perform

effectively in a constantly

changing environment.

MOVING THEFRONTIER INSERVICE DELIVERY

TSM ADVERTORIAL


In addition to that, employees

should be able to contribute

creatively to addressing service

challenges at a workplace.

“Customer service at GTBank

Rwanda is one of the reasons

our valued customers keep

coming back. It includes re-

sponding to customers’ ques-

tions and complaints in a thor-

ough and timely manner and

engaging customers via various

media e.g face-to-face meet-

ings, telephone, email,etc.” he

noted during an interview with

The ServiceMag.

GTBank prides itself in availabil-

ity of friendly, knowledgeable

and responsive staff who go

the extra mile in offering excel-

lent service to our customers.

On-the-job and other function

specific trainings offered for bank tellers and customer ser-

vice representatives emphasize

the importance of customer

service. Account officers also offer outstanding customer

service to both consumer and

commercial customers.

The Managing Director added

that good customer service is

at the heart of GTBank Rwanda

and they continually strive to

improve their customer service.

Incentives, such as customer

service awards are also offered

to the bank’s staff members to

improve the customer support

they offer.

At a group level, GTBank is re-

garded by industry watchers

as one of the best run financial institutions across its subsidiary

countries and serves as a role

model within the financial ser-vice industry due to its bias for

world class corporate gover-

nance standards, excellent ser-

vice delivery and innovation.

Since its inception in 1990, GT-

Bank has consistently played

a leading role in the African

banking industry.“Behind the

euphoria of sustaining a Proud-

ly African and Truly Interna-

tional organization, is the sheer

desire to continuously provide

our customers with a superior

banking experience,” noted

Mr. Veracruz.

GTBank currently has a cus-

tomer base of about 7.2 mil-

lion people, 3.8 million active

debit cards and employs over

10,000 people in Rwanda, Ni-

geria, Cote d’Ivoire, Gambia,

Ghana, Kenya, Liberia, Sierra

Leone, Uganda and the United

Kingdom.

“We understand that our cus-

tomers are always on the go,

and we have taken advantage

of mobile technology and col-

laborations to reshape custom-

er engagement models. Mo-

bile banking puts us in the palm

of our customers and provides

a unique opportunity to offer

quick and more efficient ways of providing banking services,”

the Managing Director said.

“These initiatives, complement-

ed with our ever expanding of-

ferings, are working in tandem

to improve service delivery

quality, stakeholder interaction

points and the overall GTBank

customer experience,” he con-

cluded.

“Customer service at GTBank Rwanda is one of the reasons our valued customers keep coming back.

Bayo Veracruz.M.D GTBank Rwanda

TSMADVERTORIAL


TSM


TSM

26

SELF IMPROVEMENT

BY TAZIM ELKINGTON

We are pretty vulnera-

ble as human beings!

In order to feel better

we get ourselves into

some interesting spaces and of-

tentimes find ourselves up against a wall. Every end of year offers an

escape from those corners that

are narrow and suffocating.

Addictions, negative behaviour,

lack of self-control, greed and the

list goes endlessly on…convincing

ourselves that another week, an-

other mouthful, another partner

will make it different.

We watch ourselves, from the cor-

ner of our own eyes, and distort

the images, lest we actually rec-

ognize and catch ourselves.

Hence when someone comes

up to us and faces us squarely

towards the mirror and says ‘look

at you’ we flee from ourselves like the enemy at war.

Let’s get REAL! How long can we

go on ignoring the fact that we

do not have to wait until Decem-

ber 31st to make resolutions! Re-

Solutions as I prefer to call them

are at our finger tips at the begin-

ning of each day.

As the Sun rises we have the po-

tential to make different choices

which would than mean we have

to face our little gnarly gremlins

that keep shuttling off where we

cannot see them into the dark-

ness of the night.

These little mischievous gremlins

live with us. We house, feed, grow

and actually listen to their con-

vincing little destructive voices

that tell us not to stop when one

has had far too much to drink,

eat, spend, gossip and and and…

Suddenly come the end of a year

and we half-look at ourselves and

decide we need to make some

shifts and changes. Out come the

fancy notepad and pen and we

go into the land of reflection and creation.

Page 1 – New Year’s ResolutionsPage 2 – Objectives and goals

Page 3 – Wish list

Page 4 – What I want in my part-

ner

What we do not realize is that

we have the same 24 hour clock

each and every single day and

we keep adding more to our end-

less lists burning a hole through

time. We want to be more, do

more, have more, say more, feel

more, and yet we cannot actually

do that until we make ‘SPACE’!

So before you add a list to your

last year’s unmet list of Re-solu-

tions please do yourself a favour

and start by taking stock of your

life right here right now!

Page 1 - What does your life look

and feel like?

Page 2 – List the people in your life

Page 3 – Ask yourself WHY you set the objectives you set?

Page 4 – What REALLY matters? Page 5 – Elimination of people,

things, habits, behavior and rem-

nants of the past

Page 6 – Resolutions towards gen-

uine outcomes

Page 7 – How will you add some

fun (without a tot of something) to

your life!!!

Now that would be a different

way of re-assessing and re-align-

ing your life in 2013! You may decide to change your favorite

colour, or end some unhealthy

relationships, or give away all that

stuff you buy that you do not use

to someone who would actually

need or use it.

The possibilities are endless when

you start making and creating

‘SPACE’ in your life. I assure you

that no matter how simple this

sounds it is quite a challenging in

that it will make you see yourself in

a whole new way.

Not wanting to give up those

lovely gifts locked away for 9

years, not wanting to part with

those clothes that fit over 5 years ago, not wanting to say goodbye

to familiarity that sucks on your

blood like a leech?

Ouch!! Who said I needed to

agree with this mad way of doing

things? It would be so much easier

to go back to the other way and

stick to the comfort zones.

Sorry buddy, it does not work any-

more and I challenge you – are

you capable of doing it differently

to make a REAL DIFFERENCE?

The author is a Paradigm Shifter, Trainer, Writer, Speaker, Poet and Qreator of the ‘Q Factor’ www.tazim.net

?Resolutions or Re-solutions


TSMCUSTOMER SERVICE

I met the warmest reception-

ist at CARE International a

few days ago. He received

me so well I felt like we had

known each other for a long

time.

I was so impressed.

Allan Nash Bish

THEY WOWED US

TSM THEY WOWED US


Pourquoi se saper?

Warmest Receptionist

Pour être beau, mignon,

présentable et surtout

séduisant auprès des autres.

Il faut que tu sois à certain

niveau de splendeur pour

épater, étonner, donner de

l’émotion aux personnes qui

te regardent … t’admirent.

Un peu comme une passe

décisive de Neymar à Mes-

si. Ils apportent une touche

sublime, une saveur à cha-

cun de leur dribble, de leur

passe pour que le ballon at-

teigne le summum.

La Sape c’est toute une cul-

ture, c’est un état d’esprit. Si

tu respectes ton apparence

et ta tenue, tu donnes par la

même occasion de la val-

eur au tailleur, au designer

qui l’a confectionné.

Sapement vôtre

Moukala Thony –Klaizh –Simsohn

Protocole d’Accueil Privé à l’Aéroport de Maya Maya Brazza

Well done DHLJust received a festival

package from DHL. Custom-

er service on fleek.

Immigration, you are our StarGuess what? The immigra-

tion people gathered to

wish a Happy Birthday to a

citizen who was submitting

her application for a pass-

port on her birthday.

How will you describe such a

service?

I am always amazed by Immigration servicesI am a witness of quality ser-

vice from this institution. Un-

avoidable circumstances

led me to apply for the trav-

el documents for my daugh-

ter while her mom was not

around. The team assisted

by ensuring they don’t vio-

late their internal protocols!

George Rugero

29The SERVICEMAG Sept - Nov 2015


SELF IMPROVEMENTTS

M

Je serais d’accord avec

vous si vous pensez que

l’année 2015 a été très

rapide. Mais en réalité

l’écoulement d’une année ne

varie pas d’une à l’autre. Vous

avez sûrement commencé

l’exercice de bilan et vous

n’aimez pas ce que vous en-

trevoyez.

Je me suis rendu compte que

généralement nous avons une

manière classique et standard

de faire nos bilans à la fin de l’année, le paradoxe c’est

que souvent nous ne sommes

pas contents du bilan mais

QUEL BILAN ALLEZ-VOUS FAIRE À LA FIN DE ’ANNÉE?

ACTIF PASSIF Argent comptant Titres, obligations et placements divers Biens immobiliers Voitures, équipements, biens électroménagers Meubles, bijoux Maisons secondaires Assurance vie….

Dettes Hypothèques Prêts bancaires Rachats assurance vie….

chaque année nous repre-

nons l’exercice de la même

manière sans pour autant

identifier de façon précise les vrais éléments qui doivent faire

partir d’un bilan et sur lesquels

nous devons désormais agir

afin que le bilan convention-

nel change.

Pour cela, ne faut-il pas faire

un autre type de bilan plus

éclairé, avec les vrais leviers

sur lesquels agir désormais afin de pouvoir justement amélio-

rer le bilan conventionnel ?

PAR GANDONOU S. MARCELLIN

I. Bilan conventionnel

Tout le monde à la fin de l’année, moi y compris, nous

faisons le point pour savoir de

combien nos biens et avoirs

ont progressé, les nouvelles

choses que nous possédons,

les titres ou obligations acquis-

es, etc.

Voici la configuration du bilan conventionnel :


TSMSELF IMPROVEMENT

Quand nous finissons le point, très souvent nous sommes insatisfaits.

Mais comment doit-on procéder

pour posséder ces biens ?

Comment faire pour devenir cet

entrepreneur à succès ?

Comment atteindre

l’indépendance financière ? Pour-quoi est-ce que chaque année,

nous reprenons les bilans de la

même manière sans travailler sur les

préalables qui doivent conduire à

l’obtention des différents éléments

qui figurent dans un bilan conven-

tionnel?

Je donne de plus en plus rai-

son à Einstein qui dit que c’est

stupide d’atteindre de nou-

veaux résultats en procédant de la

même manière chaque fois. Malgré

les bonnes choses qu’on se dit en

début d’année, les fins d’années se ressemblent pratiquement.

II. Votre bilan éclairé ou réelEn réalité, vous ne pouvez posséder

tout ce que vous désirez si certaines

conditions qui ne figurent pas gé-

néralement dans votre bilan ne sont

pas réunies. Le principe dit que si

vous ne le vivez/voulez pas à fond,

vous ne l’aurez pas. Si vous ne faites

pas votre bilan réel et éclairé, votre

bilan conventionnel sera toujours

le même chaque année et vous

avez de grandes chances de

tomber dans les trois blâmes

classiques:

1. Les autres sont responsables de

ce qui m’arrive (les autres)

2. L’environnement ne m’est pas

favorable (l’environnement, les cir-

constances)

3. Je suis un incapable je ne peux

pas y arriver (ma propre incapac-

ité)

Voici les éléments qui figurent dans un bilan réel :

Voilà le vrai bilan que cha-

cun doit faire de sa vie avant

de vouloir faire un bilan con-

ventionnel. De vous à moi, si

vous trainez ce lourd passif au

niveau du bilan réel comme

: l’étroitesse d’esprit, la mau-

vaise réputation, la paresse,

la peur, le manque de confi-

ance. Comment pouvez-vous

prétendre obtenir les choses

qui sont dans l’actif dans le bi-

lan conventionnel ? C’est pra-

tiquement impossible.

J’ai choisi de partager cet ar-

ticle avec vous afin que vous puissiez changer de cap et

mettre quelque chose dans

votre panier pour sauver votre

année. Vous connaissez la

bonne nouvelle ? Vous savez

désormais sur quoi tabler à

partir de 2016.

III. Sauvez votre an-néePrenez votre passif réel dans

le tableau en haut, identifier les mauvais passifs que vous

trainez qui vous empêchent

d’atteindre et d’améliorer

votre actif dans le bilan con-

ventionnel à la fin de l’année. Choisissez trois passifs majeurs

et décider d’y travailler et au-

tomatiquement vous verrez

que votre actif dans le bilan

conventionnel va changer.

Si vous avez une mauvaise

réputation commencez par

travaillez votre intégrité et

honnêteté, parce que pour

atteindre vos objectifs vous

avez besoin d’un bon réseau

et carnet d’adresses.

Les meilleures choses arrivent

à ceux qui savent prendre des

risques. Si vous aspirez à la pro-

motion vous n’avez pas besoin

de faire de la politique dans

votre entreprise, démontrez

constamment votre capacité

à diriger, à aller au-devant des

choses, cultivez le relationnel,

travaillez votre maitrise de soi

et émotionnel et vous aurez

votre promotion. Vous devez

être entrain de vous préparer

constamment.

Décidez aujourd’hui de sauver

votre année, vous avez en-

core du temps et la capacité

pour y aller.

L’auteur est un Coach, Formateur, Directeur à H&C TOGOwww.marcegand.wordpress.com

TSM

ACTIF PASSIF Gestion émotionnelle, force mentale

Créativité, imagination, vision générosité

Courage, endurance

Persévérance

Intégrité, honnêteté

Réseau ou cerveau collectif et carnet

d’adresse

Habileté, persuasion

Gestion du temps et d’énergie

Meilleure forme physique

Vie spirituelle et familiale harmonieuse

Colère, étroitesse d’esprit

Perfectionnisme maladif

Peur, angoisse

Hésitation

Mauvaise réputation

Paresse

Santé défaillante, mauvaise alimentation

Mauvaise fréquentation

Absence d’objectif, vogue au gré du vent

Mauvaise gestion du temps…..


TSM

32

ADVERTORIAL

Qn: As the new I&M Bank Man-aging Director, what are your plans for the market?

I am fortunate to have found a

solid financial institution in terms of its Staff and financial per-formance. The management

team and I plan to maintain the

bank’s positive trajectory and re-

tain its brand value.

We plan to focus on upgrading

our operational platforms to al-

low seamless transactions for our

customers locally and within the

EAC; investment in our staff and

the development of ICT driven

banking applications will lead

our strategy.

We also plan to widen our distri-

bution through technology and

along the lines of the VISION

2020 city plan. This year for ex-

ample we will move our Remera

branch to the new Murenzi Plaza,

and plan for one more branch in

2016.

I am also passionate about giv-

ing back to the communities we

operate in, and therefore you will

see a more robust CSR strategy

going forward. In this respect we

will continue providing financial literacy training for SME’s in part-

nership with various DFI’s.

Qn: How do you see, I&M Bank Rwanda increasing its market share over the next couple of years under your charge?

I&M Bank was formerly BCR, the

longest serving financial institu-

tion in Rwanda. This puts us in a

unique and advantageous posi-

tion in terms of a very valuable

brand – in as much as the share-

INTERVIEW WITH THE MANAGING DIRECTOR OF

Mr. Robin C. Bairstow

holding has changed, we intend

to retain our highly valued multi-

generational customers through

various client retention strategies,

and also develop new customer

segments through a razor sharp

focus on service and satisfaction.

In the New Year, migration to a more sophisticated core banking

system will allow us data mining

opportunities to help us better

identify customer needs, trends

– and ultimately provide us with

critical information to identify

new opportunities and future

high growth areas.

Qn: How are you going to meet the needs of the un-banked and under-banked market?

The telling statistics from the

2014/15 Integrated Household

Living Conditions Survey issued by

the National Statistics of Rwanda

reveal that 4 out of 5 Rwandans

live in rural areas and that the %

of persons aged 18 and over with

a savings account has risen from

19% to 30% in the last 4 years.

Additionally, 63.6% of our popu-

lation owns a mobile phone with

the highest uptake in the lowest

income quintile.

It is therefore imperative that we

continue our partnerships Telcos,

and Card payment companies

such as VISA to develop cashless

payment solutions, and banking

products for both segments.

At I&M Bank, we are commit-

ted to being part of our coun-

try’s movement into a cashless

economy, and to achieving 80%

financial inclusion by 2017.

Qn: With the new mortgage Finance campaign, how is I&M Bank Rwanda Bridging the hous-ing gap in the country?

We are actively looking at de-

veloping partnerships with devel-

opers, and insurers to bridge the

housing gap.

However internally, we looked

at the needs of most first time property owners who start with

a plot and find it difficult to build due to high loan contribution re-

quirements in the market and we

responded by dropping our con-

tribution requirements by 10%

- making our construction loans

one of the most affordable in the

market.

We are also making it easier for

those who are more advanced

in the property ownership mar-

ket, to develop additional prop-

erties by using the equity they

have in their current properties.

In this respect we increased the

value a customer can access

from their property by 20%.

And finally, we have introduced a one of a kind “Mortgage top-

up facility” which allows mort-

gagees to add value to their ex-

isting properties without having

to qualify for an additional mort-

gage facility.

WE PLAN TO FOCUS ON UPGRADING OUR OPERATIONAL PLAT-FORMS TO ALLOW SEAMLESS TRANSAC-TIONS FOR OUR CUSTOMERS LOCALLY AND WITHIN THE EAC;“

I&M BANK (RWANDA) LTD

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Fast approval processOne-on-one advisoryNegotiable terms

12

TIPS FOR A WINNING ELEVATOR PITCHBY NICOLE FALLON

START OFF STRONG.“Eighty percent of your success

will depend on your opening

line. It must snag your listener’s

interest and make them want

to know more. Do this right, and

your prospects will follow you,

wanting more.”

- Bert Martinez, founder and president of Bert Martinez Com-munications

If you’ve been to a business net-working event, you’ve no doubt been bombarded by elevator pitch-es. At the end of the night, though, only a few will stand out in your mind — and fewer still will result in sought-after contacts. What sets those pitches apart, and how can you ensure that yours generates interest and conversa-tion?

Whether you’re looking for inves-tors or just trying to get people interested in your business, your success depends on your ability to explain what makes your business unique and to hook your listener in less than a minute. Entrepre-neurs and business professionals share their best tips for writing and delivering a great elevator pitch.

TELL WHAT YOU DO, NOT WHAT YOU ARE. “’I’m an accountant.’ ‘I’m a

chiropractor.’ ‘I’m a virtual as-

sistant.’ This kind of answer only

gives a tiny glimpse into what

you really do.

There’s nothing about this kind

of answer that is going to set

you apart from the hundreds

or thousands of other people

doing the same thing. Plus, it

can be boring! And no one

wants to be boring.”

– Jennifer Martin, founder of Zest Business Consulting

REPEAT KEY INFORMATION. “Oftentimes, people men-

tion their business name only

once, or not at all. It is much

more useful to say, ‘My name

is Steve Schwartz. I’m a web-

site designer with PD-go! Web

Solutions.’ Then, at the end

of the pitch, say it again: ‘I’m

Steve Schwartz with PD-go!

Web Solutions.’ Repetition is

important. That’s why you hear

the website address or phone

number several times in a ra-

dio ad — it helps it sink in!”

– Steve Schwartz, owner of PD-go! Web Solutions

BE INTERESTING, BUT AUTHENTIC. “While creating interest and

value is key, remember to be

authentic and realistic. Mak-

ing outlandish claims about

your company will eventually

be discovered, and your in-

tegrity will be diminished.”

– Ed Cederquist, CEO and co-founder of bistroMD

PRIORITIZE YOUR PITCH.“Be specific, but use plain language when describing

the problem your product or

service solves. If it solves sev-

eral problems, prioritize and

stick with the most important

one. Stick with what problem

you are solving, who will ben-

efit the most from your solution and why people should be-

lieve that you can do it.”

– Andrey Mihailenko, Vice President of Marketing and Sales at Targetprocess

KNOW YOUR AUDIENCE.“When crafting your elevator

pitch, you need to think about

who you’ll be in the elevator

with. A good pitch will shift

depending on the audience

you’re trying to reach. Lead

with the information that the

recipient will care most about,

and the rest will follow.”

– Andrew Cross, Senior Ac-count Director at Walker Sands Communications

FOCUS ON WHAT MATTERS. “Avoid telling your listener that you have a ‘revolutionary idea.’ Whatever you’re pitching is not revolutionary. Words like that

can automatically put inves-

tors off. Instead, explain why

you are the person to do this

and why you’re solving this

problem [based on] your ex-

periences.”

– Ebong Eka, CPA and author of “Start Me Up!: The No-Busi-ness Plan Business Plan” (Ca-reer Press, 2014)


TSM SALES AND MARKETING

YOUR HEALTH MATTERSESSENTIAL QUESTIONS YOUR ELEVATOR PITCH SHOULD ANSWER8

KEEP IT CONVERSATIONAL. “You want to stand out and generate excitement. Don’t

regurgitate a memorized pitch

that sounds like a pharmaceu-

tical ad. When I hear a pitch, I

don’t necessarily want to feel

like I am being pitched. I would

rather have it be more conver-

sational. Start with the problem

you are trying to solve, the way

the current alternatives are

lacking. Then, briefly describe your solution.”

– John Torrens, Assistant Profes-sor of Entrepreneurial Practice at Syracuse University’s Whit-man School of Management

THINK ABOUT YOUR END GOAL.

“You should build your exit strategy along with your busi-

ness plan. Investors [hear-

ing your pitch] want to know

that you’ve evaluated the risk

and have thought your plan

through from soup to nuts.”

– Summer Kramer, founder of SummerSkin

MAKE A CONNECTION. “An elevator speech is an im-

portant networking tool. It

should serve as a verbal busi-ness card that provides a brief, compelling introduction to one’s company and intrigues new

acquaintances to seek more

information. At your earliest

opportunity [after giving your

pitch], express an interest in

your new acquaintance and

learn as much as you can

about him or her. The infor-

mation you gain will provide

insight as you proceed with

efforts to build a genuine, mu-

tually beneficial relationship.”

– Juana Hart, founder of J-Hart Communications

FINISH YOUR PITCH BY

ASKING THE OTHER PERSON WHAT THEY DO. It starts an actual conversation and allows you to actually connect, even after the elevator ride is over.”

– Stacey Hawley, founder of Credo

TELL, DON’T SELL. “A big part of your job is to mo-

tivate people to act, whether

you’re trying to close funding,

attract talent or acquire new

customers. [To do this], you

have to be prepared to tell a

compelling and unforgettable

story that draws your audience

in. When it comes to pitching

your startup, my advice is to

tell, not sell your story.”

– Sue McGill, co-founder and executive director of JOLT

OPEN THE DOOR TO CON-TINUE THE CONVERSATION. “Your elevator pitch is simply an introduction to your com-

pany, not a sale you have to

close. End by summarizing

your top talking points and of-

fering a way for the prospect

to get in touch with you. Be

sure to have your business

card on hand.”

— Alex Membrillo, founder and CEO of Cardinal Web So-lutions

Originally published on Feb. 28, 2013. Updated on April 30, 2015. Additional reporting by Business News Daily con-tributor Katherine Arline and social media specialist Dave Mielach.


TSM

TSM

SALES AND MARKETING

Si vous avez des projets

qui vous tiennent à cœur

mais par rapport aux-

quels vous n’arrivez pas

encore à rien faire de con-

cret, la règle des 60 minutes

hebdomadaires est une mé-

thode inédite et efficace pour accélérer votre productivité et

vous permettre de faire en un

an ce que la plupart des gens

passent 10 ans à faire. Voici

comment elle marche.

DÉFINIR VOS PROJETS PRIORI-TAIRES

Vous êtes certainement très

occupés et vous ne pouvez

vous occuper de tout à la fois.

Il est important qu’au début

de l’année, du trimestre ou

du mois, vous puissiez définir clairement les projets priori-

taires qui doivent être réalisés

à la fin de la période prévue pour que vous vous voyiez en

train de progresser dans la ré-

alisation de votre plein poten-

tiel. Si vous pouvez réussir à ré-

aliser 5 mini-projets en un mois

et 5 gros projets en un trimes-

tre, votre productivité et vos

performances vont s’accroitre

très rapidement.

ÉLABORER UN PLAN D’ACTION CLAIR POUR CHAQUE PROJET.

La méthode des 60 minutes

hebdomadaires s’appliquent

aux actions à engager pour

avancer ne serait-ce que de

0,1% sur un projet donné avec

la confiance. Rappelez-vous : le fait d’être en train d’agir

n’est pas aussi important que

le fait d’être en train de faire la

bonne chose à faire pour ob-

tenir un résultat.

Alors pour votre projet, procé-

dez à un état des lieux, identi-

fiez les indicateurs de résultats à partir des objectifs claire-

ment définis pour le projet, identifiez 3 ou 5 stratégies complémentaires ou alterna-

tives à utiliser. Ensuite, identifiez 10 à 15 actions concrètes à

engager et précisez les dates

auxquelles elles doivent avoir

été engagées. Prévoyez les

ressources et les aides dont

vous aurez besoin pour attein-

dre les objectifs.

PLANIFIER VOTRE TRIMESTRE ET VOS SEMAINES PAR AVANCE

Si vous avez déjà identifié des actions pour réaliser vos objec-

tifs ou vos projets importants,

il vous sera facile de planifier votre trimestre (12 semaines)

à l’avance. Déterminez claire-

ment les objectifs que vous

allez atteindre ou les projets

que vous allez réaliser pour le

trimestre.

Identifiez 3 ou 5 grosses actions que vous pouvez engager par

semaine pour atteindre les

objectifs ou réaliser les projets

du trimestre. Ce qui vous fera

environ 36 ou 60 grosses ac-

tions par trimestre. Prenez en-

suite chacune des 3 ou 5 ac-

LA RÈGLE DES 60 MINUTES HEBDOMA-DAIRES POUR FAIRE PROGRESSER VOS PROJETSPAR HERMANN H. CAKPO


TSM SALES AND MARKETING

tions qui tombent dans une

semaine.

Divisez ces actions en 4 ou 6

petites actions ; ce qui vous

fera environ 18 ou 20 actions

par semaine.

C’est le moment maintenant

de planifier votre semaine. Considérez les 6 premiers jours

de la semaine (lundi étant ici

le premier jour) – donc du lundi

au samedi. Affectez à chaque

jour 3 ou 4 actions nécessitant

environ 10 minutes pour être

accomplie. Vous pouvez faire

ce travail le dimanche soir.

APPLIQUER LA MÉTHODE

Si vous avez 3 gros projets pour

votre trimestre, vous aurez

besoin de 10 minutes par jour

d’action par projet pour les

faire progresser. Seulement 10

minutes.

Quand l’heure va sonner, ar-

rêtez tout ce que vous faites et

consacrez ces 10 minutes au

projet. Si vous pensez subite-

ment qu’une action n’est plus

opportune, utilisez les 10 min-

utes pour identifier l’action opportune. Ce sera tout aussi

du progrès. Demain, vous en-

gagerez l’action.

VOUS DISCIPLINER EN SAU-VANT VOS JOURNÉES

A partir du moment où vous

savez que pour réaliser 3 ou

5 gros projets, vous avez be-

soin de consacrer à chacun

d’eux 60 minutes par semaine

soit 10 minutes par jour, n’allez

plus vous coucher sans les ef-

fectuer. Et dès que vous avez

réussi à accorder 10 minutes à

un projet, vous cochez « Sau-

vé ». Cochez la case de tous

les projets avant d’aller vous

coucher.

PASSER À UN RYTHME SUPÉRI-EUR

Une fois que vous avez réussi à

consacrer 10 minutes par jour

à chacun de vos projets, vous

pouvez décider de passer à un

rythme supérieur et consacrer

désormais 20 ou 30 minutes

par jour à chacun de vos 3 ou

5 projets importants, soit 90 ou

150 minutes de concentration

par jour sur les projets qui vous

tiennent vraiment à cœur et

qui boosteront votre carrière

ou votre entreprise.

Certains n’auront même pas

besoin de passer à un rythme

supérieur pour réussir. Flexi-

bilité, productivité et perfor-

mance : c’est cela même le

but de la méthode.

NE PLUS ATTENDRE D’ÊTRE CO-INCÉ

N’attendez plus pour essayer

ensuite de consacrer toute

votre semaine à un projet par-

ce qu’il est maintenant en re-

tard. Ce qui arrive lorsque vous

faites cela, c’est que vous

mettez en veille toutes les cho-

ses importantes de votre vie.

Cette méthode vous permet

d’avoir un emploi du temps

aéré grâce auquel vous pour-

riez mener votre vie idéale.

Démarrez aujourd’hui la mé-

thode pour n’importe quel

projet : une réponse à un ap-

pel d’offre, un livre à écrire,

un mariage à organiser, etc.

Si un projet vous tient à cœur,

n’attendez pas d’être en re-

tard, consacrez-lui juste 10

minutes par jour, 18 mois, un

an, six mois ou trois mois à

l’avance et vous verrez toute

la différence.

est coach et auteur de 21 livres dont Accélérez vos performances. Twitter @hcakpo


TSMSALES AND MARKETING

TSM

Les clients ne sont plus loy-

aux, ils vont voir nos con-

currents pour quelques

dollars de moins.» Peut-

être avez-vous déjà entendu

ce type de commentaires de

commerçants déçus par le

manque de loyauté de leur

clientèle.

Les clients se retrouvent

devant tant de concurrence

qu’il leur est facile de devenir

plus exigeants et de s’attendre

au meilleur service, au meilleur

produit pour le meilleur prix. Le

client sait qu’un excellent « ser-

vice à la clientèle » est un ac-

quis et il ne s’attend à rien de

moins que d’être servi comme

un roi.

Trop d’entreprises ne cherch-

ent qu’à satisfaire leurs clients

alors qu’elles devraient plutôt

augmenter leur loyauté.

Un client satisfait est une per-

sonne ou une entreprise qui a

reçu le service ou produit au-

quel elle s’attendait.

Un client loyal retournera chez

vous presque assurément par-

ce qu’il est plus que satisfait,

il est comblé, ses attentes ont

été surpassées.

Cette entreprise ou cette

personne se sent privilé-

giée d’utiliser vos services ou

produits parce qu’elle en re-

tire des bénéfices nettement supérieurs et elle parlera en

bien de vous à plusieurs clients

potentiels.

Pourquoi un client irait-il alors

chez vous plutôt que chez vos

concurrents? Pensez au derni-

er achat important que vous

avez effectué.

Êtes-vous allé chez le même

commerçant que la fois

précédente? Pourquoi? Pen-

sez à un commerce ou une

firme avec laquelle vous faites affaire depuis des années, en-

vers qui vous êtes loyal : pour-

quoi cette loyauté?

Qu’est-ce que ce commerce

ou cette firme a de supérieur qui justifie votre loyauté? Le facteur WOW!

Aujourd’hui, un client est loyal

aux entreprises qui lui font dire

WOW! Rien de moins. Est-ce

que votre entreprise fait dire

WOW à vos clients? Vous de-

vez identifier ce qui peut être amélioré dans votre entreprise

pour qu’elle devienne un in-

contournable pour votre cli-

entèle.

Il est de votre responsabilité

de tout faire pour que votre

client soit loyal, qu’il revienne

régulièrement chez vous. Vous

devez donc identifier ce qui boite, même légèrement, et

agir rapidement afin de cor-riger la situation pour garder

vos clients chez vous.

Afin d’évaluer son degré de loyauté, vous pouvez de-

mander à votre client : « Pou-

vez-vous nous décrire quel

est le fait le plus important

ou l’événement le plus mé-

morable qui s’est produit lors

de votre dernière transaction

avec nous? » Une telle ques-

tion surprend et, si le client a

reçu un service exceptionnel

de votre part, il vous répondra

rapidement.

AUGMENTEZ LA LOYAUTÉ DE VOS CLIENTS

PAR JEAN-PIERRE LAUZIER


Trop d’entreprises Ne cherchent

qu’à satisfaire leurs Clients alors qu’elles

devraient plutôt augmenter leur loyauté.

“


Par contre, si sa réponse est

évasive et que sa réaction est

: « Rien en particulier », alors

vous saurez que la perception

de votre client sur votre ser-

vice est semblable à celui de

vos concurrents et qu’il est fort

possible qu’il ne revienne plus,

même s’il est satisfait, car il ne

ressent pas un sentiment de

loyauté envers vous.

Vous pouvez également lui

demander de vous signaler

une expérience WOW qu’il au-

rait vécu auprès de votre en-

treprise ou d’un concurrent. Sa

réponse vous indiquera ses be-

soins profonds et ce qui peut

augmenter sa loyauté.

Bâtissez vos sondages sur la

loyauté et non juste sur sa

satisfaction. Apprenez à con-

naître ses désirs profonds pour

mieux y répondre et le fidéliser. Les clients sont plus exigeants,

mais ils ne sont pas des girou-

ettes. Ils ne recherchent que

le meilleur... tout comme vous

et moi! Et faute de trouver ce

WOW, ils butinent.

Offrez-leur cette expérience

WOW et ils vous seront loyaux,

car vous représenterez alors le

summum. Ne cherchez plus la

satisfaction de vos clients, vi-

sez leur loyauté et vous ferez

de vos clients des ambassa-

deurs de votre entreprise pour

les années à venir.

Bonnes ventes!

L’auteur est Conférencier, formateur, expert-conseilJPL Communications [email protected]

TSM


is free to dream so you bet-

ter dream big because with a

strong willpower, all is possible.

Force yourself to resist short-

term temptations in order to

meet your long-term goals.

Do not blame your misfor-

tunes on circumstances or on

other people, as J.K. Rowling

says, “There is an expiry date

on blaming your parents for

steering you in the wrong di-

rection; the moment you are

old enough to take the wheel,

responsibility lies with you.”

A strong willpower will take

you far.

The author is a Customer Service Trainer, Consultant and the CEO/Publisher of The [email protected]

Felicita is my friend Bea’s

housekeeper. The last

time I saw her was prob-

ably two years ago and

she was what I would describe

as a “round” woman. “Round”

is my way of describing all fat

people who behave as if they

woke up the next day to find themselves overweight.

My surprise was immense when

I discovered a new, happy,

energetic Felicita who has

lost 28kg…Wow…what hap-

pened? I hurriedly asked her?

And that was the beginning of

our long and funny conversa-

tion between two people who

could not speak each other’s

language. Felicita got sick and

after seeing a doctor, she was

given a long list of medication.

The treatment was to become

her companion for the rest of

her life and she knew straight

away that she could not af-

ford it. The doctor advised her

to lose weight as this would

contribute to a cure. Almost,

without a choice, she decided

to embark on this journey of

losing weight…and two years

down the line, the results are

just overwhelming.

December is here again and

as most of us look back at our

resolutions, we will realize that

once again, we did not meet

them all. Obviously, we have

very good excuses.

This story of Felicita, an illiterate

who is able to go rigorously

through a long term diet of

vegetables, fruits, lots of water

and exercise should encour-

age all of us. Weight loss and

many other resolutions are

often difficult because they require that we completely

revamp our lifestyle. And that

is when a strong willpower is

needed.

Truth be told, when we decide

to do something, we usually

lack consistency and disci-

pline. One of the tips Felicita

shared with me was her con-

stant vision on the final goal. Every morning while she was

sweating in her room jumping,

skipping rope, she visualized

herself fit and in good health.

There are many common

names used to describe will-

power. Some call it determi-

nation; drive, self-discipline,

self-control. Some psycholo-

gists characterize willpower,

or self-control as the ability to

delay gratification, resisting short-term temptations in or-

der to meet long-term goals. It

is also the capacity to override

an unwanted thought, feeling

or impulse.

Having a strong willpower re-

quires a conscious and con-

certed regulation of ourselves

in everything we do. We should

never allow circumstances sur-

rounding us to tell us that we

cannot make it.

I know that at one point in our

lives, we all travel that a tun-

nel of darkness and believe

me, some tunnels are long,

very long. Producing for in-

stance, each quarter, a qual-

ity, educative, free magazine

without any sponsor is one of

the tunnels I have found myself

engulfed in but unable to give

up because of the impact it is

making.

What is important here is see-

ing the end result and strongly

believing that through sacri-

fice, there is light at the end of every tunnel. Our perception

in that tunnel, what we see

and hear matter a lot.

I wish I could tell every young

African that if we dream it, be-

lieve it and work hard towards

our goals, we can achieve

anything we plan.

The good news here is that it

BY SANDRA IDOSSOU

THE POWER OF A STRONG WILL


HAVE YOUR SAY

TSM

We should never allow

circumstances surrounding us

to tell us that we can not make it

TSM

“

BUSINESS MANAGEMENT

When I first moved to live in South Africa,

about 15 years ago,

I was interviewed

by one of the leading weekly

business magazines, Financial

Mail.

It was probably the biggest

interview I’d ever done as an

entrepreneur.

The journalist asked me what

I considered to be one of the

greatest challenges for devel-

oping businesses in Africa.

At the time, I said that we

needed to foster a strong cul-

ture for respecting contracts

and agreements. To my sur-

prise the editor decided to

make it the cover page of the

magazine!

I believe strongly that respect

for contracts and agreements

drives business success. So

many people believe they can

just tear up an agreement, or

completely ignore it, once its

terms no longer suit their own

interests.

As you saw in the Nigerian

shareholder disputes, my part-

ners signed all the terms of the

agreement when they need-

ed me to secure the license

and start the business. As soon

as that agreement no longer

served their own interests, or it

stood in the way of what they

wanted to do, they just cast it

aside.

Sometimes in business nego-

tiations, you may not have ne-

gotiated as well as you could

have. Sometimes later you

find that you could have got a better deal. Perhaps you may

even feel that the other party

did not disclose certain things.

Does this mean that you can

then tear up the agreement

that you just signed?

For those of you familiar with

the bible you may recall that

Joshua was confronted with

such a situation following his

agreement with the Gibeon-

ites. Joshua had every reason

to feel cheated, but he did

not tear up the agreement.

Instead, he risked his life and

that of his entire army to ful-

fill his obligations under that agreement.

BY STRIVE MASIYIWA

Respect for contracts and agreements drives business


TSM

TSMBUSINESS MANAGEMENT


Most importantly, God showed

His approval for Joshua’s

stance by helping him in his

battle on behalf of the Gibeon-

ites. The people of Israel were

angry with their leaders be-

cause of the peace treaty. But

the leaders replied, “We have

sworn before the Lord God of

Israel that we will not touch

them, and we won’t. (Joshua

9:18).

Does this mean you cannot

try to renegotiate a bad deal

with your partners? Of course

not, but always do so first ac-

knowledging and respecting

at all times that there is an

agreement. Do your best to

get a better deal, but don’t

act in bad faith by twisting

and turning over something

you agreed to.

There are many people who

will agree to almost anything

when they want something,

but as soon as they have

what they want, or their cir-

cumstances have changed

and they have more power

(or money), they behave as

though there was never an

agreement.

The Tentmaker said, “Don’t

be like them,” because that

is called “lawlessness.” Treat

each agreement that you en-

ter into with others as though

you had sworn it by oath be-

fore God.

For Africa to move forward,

we MUST replace a culture of

impunity with a culture of in-

tegrity...starting with our own

families, businesses and com-

munities. And we must model

that integrity in our actions, not

just talk about it!

There will be times when, for

any number of reasons, you

Nearly all men can stand adversity, but if you want to see a man’s character give him power.

Abraham Lincoln

cannot fulfill your end of a deal you’ve entered into. In such

situations, engage the other

party and be honest in telling

them your difficulty. Don’t run away or act dishonorably.

There will also be time when

you are a successor to an

agreement entered into by

others before you bought the

business, or took it over from

someone else. You are bound by every agreement that they

entered into on behalf of that

business. It was your duty to

check every agreement be-

forehand.

Once you sign it, then you

must adhere to it.

There’s a saying, “Caveat

emptor.” It means, “Let the

buyer beware!” It is your re-

sponsibility to do your home-

work in advance of signing any

agreement. Don’t let anyone

rush you, no matter how big or

powerful you think they are.

As your business gets bigger,

others (like your staff) will enter

into agreements on your be-

half. If they were authorised to

enter such agreements, then

respect them, even if they are

bad.

Finally, remember once again

what Abraham Lincoln ob-

served: “Nearly all men can

stand adversity, but if you want

to see a man’s character give

him power.”

• If you are only humble and approachable when you

don’t have a big office or money, what does this reveal

about your character?

• If you later show disrespect and contempt for those who

ask you to honor your word,

treating them like a nuisance,

what does that say about your

integrity?

• If you tear up legal agree-

ments and do not observe le-

gal contracts, this means quite

simply that you do not respect

rule of law.

You are really only as big as the extent to which you will go

to respect a contract and an

agreement.

For Africa to prosper, we must

all commit ourselves not only

to promoting rule of law, but

also complying with and re-

specting the spirit of the law.

The author is the Founder of ECONETwww.econet.com

“TSM


TSM

44

CUSTOMER SERVICE

In one of her pieces she

quotes from a Hot Spot-

ters piece in the New

Yorker a few years ear-lier, where Atul Gawande

featured an innovative

doctor who changed

RECRUIT ATTITUDE, TRAIN SKILLBY LORENZA BEGUMISA

the face of health care

in one Atlantic City clinic.

Dr. Rushika Fernandopulle

dared to rethink care de-

livery—and then hired

with his new vision in mind.

He built a team of what he

termed “health coach-

es,” noting that their most

important attribute was

“a knack for connect-

ing with sick people, and

understanding their dif-

ficulties … Few had clini-cal experience. [Gawa-

nde] asked each of the

coaches what he or she

had done before working

in the Special Care Cen-


Linda Rosenberg-President and CEO, National Council for Behavioural Health wrote an article

‘RECRUIT FOR ATTITUDE –THEN TRAIN FOR SKILL’.

TSM BUSINESS MANAGEMENT


ter. One worked the reg-

ister at a Dunkin’ Donuts.

Another was a Sears retail

manager. A third was an

administrative assistant at

a casino.”

More than ever before,

the nature of our busi-

ness requires us to—in Dr.

Fernandopulle’s words—

“recruit for attitude and

train for skill.” This has

gone to be world known

as the winning formula for

organisational success.

For recruiters, one of your

worst nightmares is getting

an e-mail from a depart-

ment head saying they

just can’t work with a new

recruit, and this is not due

to the fact that they can-

not perform (aptitude)

but because working with

them is a daunting task.

As a recruiter and an HR

practitioner, I have had

the privilege to deal with

numerous organisations

and employees at the

same time. As part of the

interview process and as

a hiring manager it is my

job to ensure that an insti-

tution or organisation gets

the “right hire.” This pro-

cess is cumbersome since

dealing with individuals

can be a very dynamic

process with the need to

be meticulous enough

not to miss out on any red

flags for potentially hiring a wrong candidate.

In every interview process,

an assessment is made on

various areas pertinent to

the job, including experi-

ence, knowledge, skills,

attributes, employee sta-

bility and most important

the salient feature of at-

titude, this is sometimes

known as demeanour.

Attitude encompasses a

range of attributes, from

personality, work ethic,

ambition, commitment to

a person’s general out-

look on life. Attitude can

be misread but can’t be

hidden because it’s trans-

posed through manner,

disposition, posture etc.

That’s why this is a perti-

nent value factor consid-

ered for scoring in games,

interviewing and perform-

ing arts like ballet.

It is important to be self-

conscious of how you por-

tray yourself to the people

around you. If you wear

the right attitude it will be

evident and such people

are often given positive

feedback on how easy

they are to work with, how

good a team player they

are, how they have pas-

sion for what they do, and

this can be seen as atti-

tude towards work.

If you are a hiring be it

for work, home, or even

choosing the right part-

ner, attitude should not

be compromised as it

will illuminate one’s ac-

tions towards certain

circumstances/assign-

ments/projects in the fu-

ture. While having great

grades, education certifi-

cates and amazing acco-

lades is pertinent, Remem-

ber ATTITUDE CANNOT BE

TAUGHT.

The author is a Talent Acquisi-tion Development Manager at NFT consult

[email protected]

It is important to be self-conscious of how you portray yourself to the people around you.


TSM

TSM BUSINESS MANAGEMENT

KUBAKA ITSINDA RIHAMYE

TUZI NEZA KO IYO ABANTU BAKOZE ITSINDA ARIBWO BAGERA KU BINTU BYINSHI KURUSHA UMUNTU KU GITI CYE, NGIYE KUBAHA IBITEKEREZO UKO IBI MBABWIYE MWABIGERAHO.


BY: LANSANA GAGNY SAKHO

TSM

KUBAKA UMUCO WO GUKORERA HAMWE NK’ITSINDA Amasosiyete yose usanga afite inshingano zanditse, ama-

hame, n’amabwiriza agenga

imyitwarire. Ibi ndabikunda

cyane mu matsinda kuko bi-

tuma buri wese yibona mu

wundi kandi n’itsinda rikaga-

ragara nk’ikintu kimwe kiranga

abarigize bose. Iyo utangiye

umushinga munini ushyiraho

amategeko azagenga itsinda

ryawe, umuco n’amahame

azariranga kugira ngo biba-

fashe gukorera hamwe.

Guhuza imikorere n’ibyo

mwifuza kugeraho ni cyo kiza-

tuma mutandukana n’andi

matsinda.

INTSINZI NTIGASUBIRE INYUMA

Birumvikana ko itsinda ritera

imbere rigomba kudasubira

inyuma, rigomba kwirinda ku-

ganisha ibintu byose ku ntego

imwe ahubwo rigashyiraho

izindi ntego ntoya rizajya rig-

eraho nta ngorane. Ukora uru-

tonde rw’ibyo ukeneye kugira

BUSINESS MANAGEMENT


KUGIRA INTEGO ZISO-BANUTSE KANDI ZUMVI-KANA

Nta tsinda rishobora kugira

icyo rigeraho ridafite intego ihamye, itsinda rigera ku ntego

zaryo iyo buri wese akoze uko

ashoboye agatanga umusan-

zu we kugira ngo bagere ku

cyo bagamije.

Itsinda rituruka ku mikoranire

myiza iba iri hagati y’abarigize

bakora bagamije kugera ku

ntego bahuriyeho. Aha ni

ho bavuga ko itsinda rigizwe

n’abantu batari ibitangaza

rikora neza rishobora kurusha

itsinda ridakora neza ariko rigiz-

we n’abantu b’ibihangange.

IMYIFATIRE, IMYIFATIRE, IMYIFATIRE Imyifatire ni ikintu cy’ingenzi, si

byiza gukorana n’ibihangange

ariko bifite imyifatire itari my-

iza, nta kundi byagenda. Itsin-

da rigagazwa n’umusaruro

ritanga. Hari abantu baba ari

abahanga mu kintu runaka

ariko ugasanga nta musaruro

batanga mu itsinda, ibyiza

urabareka ukabakoresha uko

bameze ariko birumvika ko

iryo tsinda ridatera imbere.

ngo ugere kuri ya ntego nini

wifashishije intoya.

UBUNDI BUSHOBOZI BUKENEWE Myers Briggs yerekana ibintu

wakwifashisha ngo ushobore

gusesengura abagize itsinda

ryawe.

Ntiwifuza ko abagize itsinda

ryawe bahora bahindaguri-

ka kuko abashya basimbuye

abavuyemo iyo baje ba-

hita bahindura icyerekezo

n’intego, ugasanga bigushu-

bije inyuma. Kuba hagati mu

bijyanye n’impinduka bituma

udahindagura byinshi bityo

n’abo muhanganye bakabu-

ra aho baguhera.

Kugira ngo itsinda rigere ah-

antu heza hashoboka ni uku-

biharanira hagakoreshwa im-

baraga nyinshi. Twizeye ko ibi

twabagejejeho bizabafasha

mukagerageza kubaka am-

atsinda meza.

Uyu mwanditsi ni rwiyemezamirimo ukunda guhanga udushya hana mu bitekerezo no mu bikorwa akaba aba muri Senegali . umuyobozi mukuru wa

www.experts-visions.com

Singiye kubaha urutonde rwose rw’ibibigaragaza cyangwa ngo mbabwire ko ibi ngiye kubabwira ari kamara, ariko icyo nabizeza ni uko gukorera hamwe nk’itsinda bisaba ko buri muntu azana akantu kamwe undi akazana akandi mukubaka ikintu kinini iyo mubifitiye ubushobozi.

Ariko si ko buri gihe amatsinda agera byanze bikunze ku ntego zayo, abantu bose bashobora kudahuza ariko mushobora gukora ku buryo itsinda ryanyu rigera ku byo ryiyemeje.

TSM


BUSINESS MANAGEMENTTS

M

Peut-on parler de

démocratie dans

l’entreprise ? Jétais en

séance de coaching

avec un chef d’entreprise et

nous parlions de la discipline

qui veut que vous fassiez

les choses que vous avez

prévu de faire au moment

où vous avez prévu de les

faire que cela vous plaise ou

non et que les autres soient

d’accord ou non.

Je mettais l’accent sur le fait

qu’une décision de discipline

doit être impersonnelle, viser

l’intérêt général et doit être

objectif. Et il me faisait com-

prendre que nous parlons de

management participatif et

Management participatif vs démocratie dans l’entreprisePAR GANDONOU S. MARCELLIN



qu’au regard de la définition de la discipline on ne peut

plus parler de démocratie.

La question est de savoir si on

peut parler de démocratie

au sein de l’entreprise.

Leadership et Management

participatif. Nous sommes

tous d’accord sur le principe

qu’aujourd’hui on ne peut di-

riger une entreprise sans que

les collaborateurs ne com-

prennent ce dont il s’agit.

Au début de l’ère du man-

agement, les manag-

ers établissent la stratégie

et la politique générale

de l’entreprise, la présen-

tent ensuite et demandent

aux collaborateurs de se

l’approprier et de la mettre

en pratique au sein de leurs

départements respectifs.

Après un bilan à mi-parcours

les dirigeants s’étonnent que

les objectifs ne soient pas at-

teints et les premières sanc-

tions tombent.

La grande question est de

savoir si les collaborateurs ont

été associés dès le départ et

s’ils comprennent désormais

là où l’entreprise veut aller.

Un des défis majeurs du lead-

er aujourd’hui est d’amener

ses gars à faire une aventure

avec lui et à se battre avec

lui.

Et le plus important est d’être

présent pour ses gars sans

s’attendre vraiment à une re-

connaissance immédiate.

Mais il ne faut en aucun cas

perdre de vue que celui par

qui le rêve est arrivé est le chef

d’entreprise, même si vous

partagez la vision avec eux,

la perspective des choses ne

peut être jamais la même.

Par conséquent vous serez

amené a prendre des déci-

sions que les gens ne com-

prendrons pas sur le champ.

DÉMOCRATIE DANS L’ENTREPRISE

Je surprendrais beaucoup

d’entre vous si je vous dis

que l’entreprise n’est pas un

lieu démocratique en tout

cas pas au sens politique du

terme, de la même manière

que la démocratie au foyer

n’a pas le même sens que la

démocratie politique.

Ce n’est pas un lieu où on

vote à l’unanimité les déci-

sions. Par principe il faut as-

socier les collaborateurs aux

différentes décisions et aux

orientations de l’entreprise.

La question est de savoir si

l’entreprise peut être consi-

dérée comme un hémicycle,

la réponse est NON.

Le manager ou le chef

d’entreprise fait un voyage

de vision et imagine son en-

treprise, quelque soit ce qu’il

expliquera à ses gars ils com-

prendront en fonction de leur

niveau d’information et de

connaissance.

Du coup si le chef d’entreprise

veut continuer par se battre

pour son rêve il est obligé,

à des moments donnés, en

fonction de sa vision, de son

imagination, de prendre des

décisions qui peuvent mé-

contenter ses collaborateurs

mais qui vont dans le sens de

l’accomplissement du rêve

entrepreneuriale.

Mais la bonne nouvelle c’est

que lorsque les résultats arriv-

eront ils vont se rallier.

Il est fort probable que cer-

tains quittent le navire. Ce

n’est pas grave cela vous

permet d’affiner les mem-

bres de votre groupe.

Ceux qui commencent une

aventure ne sont pas forcé-

ment ceux qui la finissent.

Ne vous en voulez pas si

les gens ne comprennent

pas parfois vos décisions

d’entrepreneurs par contre

prenez soin de vous assurer

que ce ne sont pas des choix

fantaisistes pour satisfaire vos

désirs égoïstes.

RENDEZ-VOUS AU SOMMET

DE L’EXCELLENCE

L’auteur est un Coach, Formateur, Directeur à H&C TOGOwww.marcegand.wordpress.com

TSM

CUSTOMER SERVICE Youth talkTSM: What role do you play

in order to influence change within your community?

JEANNE D’ARC: My Cycling

has inspired very many

people in Rwamagana es-

pecially young girls. Just like

Adrien Nyironshuti inspires a

whole generation of Rwan-

dan cyclists, she has af-

fected the people of Rwa-

magana. Every time they

meet me by the road, they

tell me that they want to be-

come cyclists because they

see that I have gotten to the

next level.

TSM: Why is cycling impor-

tant?

JEANNE D’ARC: If I were

not cycling, I would not be

where I am right now. Cy-

cling has saved my life and

give me exposure. I have

been to the US, Europe and

so many other countries and

learnt a lot.

TSM: What do you consider

the biggest challenge in

your field?

JEANNE D’ARC: The fact

that I am the only female

and there are no other girls

in Team Rwanda is a chal-

lenge. There are seventeen

cyclists on the national team

and I am the only woman.

There are some upcoming

female cyclists but they are

not yet on board.

MAKING HISTORY ON A BICYCLE

In September, Jeanne raced at the 2015 Union Cycliste Inter-nationale (International Cy-cling Union) Championships

in Richmond, Virginia. Born in 1995 and raised in a village in Rwa-magana District, in Eastern Prov-ince of Rwanda, she did not suc-cumb to the stigma and hardships associated with women cyclists.

She is part of Team Africa Rising, an initiative based in Rwanda that trains Team Rwanda and other cy-clists from Ethiopia, and Eritrea.

She spoke to The Service Mag (TSM) about how she started cy-cling in 2012, the motivation that drives her and the people who in-spire her daily in her rise to fame as a female cyclist.


By Gloria Iribagiza

Photo source: The nation , wamc.org

At 20 years, Jeanne d’Arc Girubuntu has transcended the status-quo and made history as the first woman of color, African woman and Rwandan woman to ever race at an international competition.

JEANNE D’ARC

TSMYOUTH TALK


TSM: How do you hope to

overcome present challeng-

es through your career?

JEANNE D’ARC: Whenever

we are at different com-

petitions, I know that South

Africa, Eritrea and Ethiopia

are strong teams and they

always have about five women riders and whenever

I see them breaking away, I

also join them so I can fit in, it helps but it is still very difficult to do this.

TSM: What is your biggest

success story and how has it

made you feel?

JEANNE D’ARC: Being the first woman of color competing

at the world Cycling Cham-

pionship is a big achieve-

ment. I am also very excited

that a professional cycling

team is interested in working

and training with me.

I will be joining them in the

US in February and two

months later, I will move to

Europe when it gets warmer.

In addition, I used to ask my

parents for money to go for

trainings and maintain my

bicycle which was very ex-

pensive, but now I am able

to handle these costs.

I am very happy that I can

do these things.

TSM: What motivates you to

do what you do?

Kimberly Coats and the

Rwanda Cycling Federation

have been very helpful in

preparing me and organiz-

ing my trainings and travels.

Knowing that there are peo-

ple who support me keeps

me going.

TSM: What are your aspira-

tions?

JEANNE D’ARC: I want to be

a professional cyclist.

TSM: What is your take on

service delivery in Rwanda

especially in your profes-

sion?

JEANNE D’ARC: By compet-

ing, I feel that I am provid-

ing a service for my country

because we are changing

the image of Rwanda. These

days Rwanda is internation-

ally known for cycling. The

service delivery in the cy-

cling fraternity is ok but there

is need for more female cy-

clists.

TSM: What is your message

for the Rwandan youth?

JEANNE D’ARC: Rwandan

youth should embrace all

sports and not segregate

with statements like ‘this is for

boys and that is for girls’ they

should try all types of sports.

UP CLOSE

When are you happiest?

“When I race at international

competitions I am happy be-

cause I am competing with in-

ternational teams and improv-

ing my skill.”

What inspires you the most?

“Kimberly and Jock Boyer are

always there for me and inspire

me to be better.”

What makes you sad/ want to

cry?

“In September at the All Africa

Games, I missed a prized med-

al by microseconds and this

was very sad and I cried.”

Your favorite hangout spot?

“I love spending time at home

with my mother because I am

always away and checking on

my friends.”

Favorite drink and dish? “I love

drinking milk, and eating pota-

toes, matooke and cassava.”

What gadget can’t you possi-

bly do without?

“My Microsoft phone”

Your Dream Car/Bicycle?

“A Prado and I already have

my dream bicycle. It’s a Pi-

marello, it’s the world’s best bi-

cycle on the market right now.”

If you had one wish, which fa-

mous person would you like to

meet in person?

“Chris Sroom, the Tour de

France champion.”

Are you dating, single or mar-

ried?

“Single.”

Contact: [email protected]

TSM


CUSTOMER SERVICE FOR SECURITY GUARDS

I am quite unhappy with the

manner in which the security

guards at UTC building carry

out their duties. On numerous

occasions I have been shocked

by their rude and aggressive

manner.

Recently I went through and

the detector beeped after I

had put my things down, the

guard shouted at me rudely to

go back through. When I told

him he should not treat me like

that, his loud response was “I

am security and can do what-

ever I want!” He refused to give

me his name when I asked for

it.

I would like to urge the compa-

ny, I believe it is Intersec to train

their guards to treat people

more respectfully.

OUR FRUSTRATIONS


TSM OUR FRUSTRATIONS

tenants, tourists and staff stay-

ing at his premises face.

I have been living at the DV

Apartments in Kibagabaga,

for almost 3 years now but be-

cause of the attitude of the

owner, I am searching for an

alternative place to live.

For 3 days, my apartment was

smelling of sewage due to poor

drainage systems. The house is

literally falling apart and when

I brought this to the attention

of the landlord, he had the

guts to hang up on me after

claiming that I put stones in the

sewerage system that is now

blocked.

There is a kitchen and bak-

ery downstairs that sells freshly

baked pastries and bread at

the supermarket below. The

water they use to bake the

bread and chapatis might

be contaminated with raw

sewage! This presents a high

chance of contracting diseas-

es like cholera, typhoid and

other water-borne diseases.

Customers should take care.

Kathy Mutheu

DSTV

give us value for money!

My knives are out for Multi-

choice Dstv/GoTV. We are

paying for outdated sitcoms

they are picking up for two

pence: Everyone Loves Ray-

mond ended in 2005, Friends

ended in 2004, Jag Ended in

2005, Judge Joe Brown Ended

in 2013, Walker Texas Ranger

in 2001, the District in 2004, The

only current stuff is on the news

channels and sports channels.

Surely we need to get value for

money.

Henry Rugamba

LANDLORDS - SERVICE TO TENANTS

I am staying at one of the worst

apartments in Kigali and the

owner does not seem to under-

stand that hygiene is an impor-

tant aspect to healthy living.

He does not realize the risk the


TSMOUR FRUSTRATIONS

sentons injustement victimes

de cette situation.

Pouvez- vous partager mon ex-

périence s’il vous plaît et de-

mander à inyange de rectifier ce problème ?

Michema Van Rwabukumba Root

SUR LES BUS À KIGALI

Aujourd’hui, j’ai pris le bus à

Kigali. Depuis 2 ans, la ville a

changé, des bus modernes de

3 sociétés se partagent la capi-

tale.

Je trouve mon bus de Kicukiro

pour aller au centre ville. Une

chance, il est vide. Un bus

moderne et propre dans lequel

je m’installe pour une somme

raisonnable de 200 frw. En tout

cas, j’essaye de m’installer car

ils ont oublié une chose, c’est

que les passagers ont des

jambes et aucune place n’est

prévue pour les ranger.

C est un peu à l’étroit que je

commence à m’impatienter,

10 min, 15 min, les gens rentrent

peu à peu. 20 min … 30 min et

nous n’avons pas démarré.

J’avais pris de l’avance sur

l’heure de mon rendez-vous en

ville mais je suis maintenant en

retard.

45 minutes après que je me sois

assis, le bus démarre enfin ... Je me souviens d’un temps, pas

si lointain, où les bus plus petits

et d’un confort précaire sillon-

naient la ville avec plus de ro-

tation.

Évidemment, je reconnais les

efforts des pouvoirs publics

pour améliorer et moderniser

ses transports, mais il reste du

travail pour que les usagers soi-

ent complètement satisfaits.

Je suis arrivé très en retard mais

plus riche d’une expérience.

Xavier Lapouille

L’EPICURIEN RESTAURANT

“I had a less than pleasant ex-

perience at l’epicurean French

restaurant in kimihurura last

Sunday when I briefly left my family at the restaurant while I

went to run an errand.

The French owner hassled my

wife and her friend to pay the

bill over and over because they

had to close even after repeat-

ed confirmations from her that I was coming back in a couple

of minutes. It was disrespectful,

insulting and I wondered what

to explain to our son what was

happening.

Even after I came at 5 mins af-

ter 4pm - he was unapologetic

and simply run the Visa card

and stomped off.

My family and I will definitely find alternative cuisine estab-

lishments where service counts

more...

The food wasn’t bad though

the steak was overly done”

Ben Ntaganira


TSM

TRAFFIC POLICE SERVICE TO COMMUTERS

I am concerned that the traf-

fic police disrupt traffic instead of assisting its free flow. I pass the RDB crossing every morn-

ing and can confirm that it is a daily problem and getting

worse. Every morning around 8

am and evening around 5 pm

traffic police are messing up the flow of traffic and delay-

ing commuters. In my opinion it

would flow faster and in a more organized way if they let the

traffic lights take control.

INYANGE

Inyange nous vendait des gal-

lons d’eau réutilisables. Com-

me c’était leur emballage, il

nous donnait des gallons rem-

plis d’eau et une fois vides, on

les leur retournait pour en ac-

quériur de nouveaux.

Pourtant, sans avertissement au

préalable, voilà qu’ils refusent

les gallons vides qu’eux même

nous ont vendus !

Que va faire le consommateur

avec ces gallons ? N’avait-t-il

pas le droit d’être informé, bien

avant de ces changements,

pour que lui aussi sache quel

genre de gallon doit-t-il ac-

cepter ou refuser suivant les

critères de l’industrie !

ne pouvait-elle pas fixer un délai pour d’abord récupérer

tous les anciens gallons et en-

suite diffuser les nouveaux gal-

lons appropriés à sa politique

? En tant que consommateurs

d’eau d’Inyange, nous nous

Ubudahangarwa ni

uburyo bufasha umu-

biri kurwanya indwara.

Butuma umubiri uba-

sha guhangana n’ibirwara.

Mubuzima bwacu bwa

buri munsi, duhura

n’indwara nyinshi, usanga

zitera udukoko(bacteries),

amavirusi(Viruses), ibibyimba,

anaerobes, mycobacteria,

n’izindi nyinshi. Iyo dufite ubu-

dahangarwa bukora neza

rero bituma tudakunda kur-

waragurika.

Ubusanzwe, kurwara ku muntu

bituruka ku ngano y’udukoko

dutera indwara ndetse

n’imiterere y’ubudahangarwa

bw’umubiri we.

Urugero, ufashe abantu 2 uk-

abaha nk’ibiryo byanduye/

bihumanyije, ufite ubudahan-

ra n’ubudahangarwa

bw’umubiri. Ama Antioxidants

anarinda kandi agafasha kur-

wanya indwara ya kanseri.

Iyi ndyo rero ni nk’imboga-

rwatsi, zirimo sipinaci (spin-

ach), broccoli, amashu,

n’ibindi nk’ibitunguru, karoti,

ingano n’ubunyobwa. Imbuto

nk’inkeri, amacunga, imineke,

kokonati (coconut), n’izindi

na zo ni ingirakamaro cyane

mubwirinzi bw’umubiri.

Kwirinda isukari y’umweru ubu-

sanzwe itanga kalori (Calories)

zonyine ntantungamubiri, no

kwirinda kurya ibiryo bibyibus-

hya nka za marigarine, ama-

vuta y’inka n’ibindi nka byo,

bifasha gukomeza ubwirinzi

bw’umubiri.

Ama acide abyibushya yo mu

bwoko bwa “Omega 3 fatty

acids” afasha mu kurinda

umubiri kuvuvuka acyangwa

gusaza ndetse agakomeza

ubwirinzi bw’umubiri. Bityo

rero ni byiza kwirinda kurya

cyane ibinure by’ibikomoka

ku nyamaswa, n’amavuta

y’ibinyampeke nk’aya flax-

seed, amavuta ya olive, hemp

oil, n’andi akungahaye ku ma

garwa buke ashobora kur-

wara impiswi, mugihe ufite ubudahangarwa bukomeye

atakwandura.

Ubudahangarwa buba bu-

gizwe n’uruhererekane

rw’utunyangingo, ingirangin-

go n’ingingo byose bifatanya

mu kurinda umubiri. Utu tun-

yangingo rero ninazo zansoro

z’umweru zikorwa kandi zikibi-

ka mu misemburo ya thymus,

spleen, ndetse n’imisokoro

y’amagufa.

Izi nsoro z’umweru kandi zinab-

oneka mu bice bitandukanye

by’umubiri bizwi nk’udusabo

tw’amavangingo. Zirwanya

kandi zikamira udukoko dutera

indwara.

Ni ngombwa kurya indyo yu-

zuye ikungahaye ku mavitami-

ni, ibikomeza umubiri, ibirinda

indwara n’izindi ntungamubiri

zitandukanye nk’ ama antioxi-

dants na fiber, utudodo duto dufasha mu igogora ry’ibiryo.

Uku kurya indyo yuzuye bi-

tanga intungamubiri, ari

nako binafasha mu igogo-

TUBIKESHA -DR. RACHNA PANDE

UKO WAKONGERA UBUDAHANGARWA BW’UMUBIRI


TSM YOUR HEALTH MATTERS

acide ya Omega 3 fatty acids.

Ubunyobwa bwo mubwoko

bwa Walnuts n’amafi ni byo soko karemano y’aya ma

Acide ya mega 3 fatty acids.

Ni byiza ko umuntu yarya ib-

ingwa cyane kuruta uko yarya

ibikomoka ku nyamaswa

nk’inyama mu ndyo afata ya

buri munsi.

Indyo umuntu afata kandi

igomba kuba irimo n’ibirinda

umubiri bihagije, kuberako

biba bikenewe kugirango

byongere abasirikari mu mu-

biri ari nabo bahangana

n’udukoko dutera indwara.

Mu gihe umuntu afata indyo

yuzuye, aba akwiye kwiton-

dera ingano y’amakalori (cal-

ories) arya mu rwego rwo kwir-

inda umubyibuho ukabije no

kugira ibiro ndengakamere.

Impamvu ntayindi ni uko ibi

byombi bisenya ubudahan-

garwa bw’umubiri wa muntu.

Ingano y’amakalori umuntu

afata ishobora gushingira ku

gitsina cye (gender) ndetse

no ku mikoreshereze y’umubiri

we.

Ku bakunda kurya ibiryo bip-

funyitse byoroheje (fast food),

n’ibikungahaye ku masu-

kari usanga biba birimo im-

isemburo ibirinda kwangirika,

n’ibirungo bihindura ibara by-

angiza ubwirinzi bw’umubiri,

bityo rero umuntu akwiye ku-

byirinda.

Muri rusange, umuntu akwiye

kurya ibiryo bitetse neza kandi

akabirya mu buryo buboneye.

Soda n’indi mitobe ipfundikiye

irimo imisemburo iyirinda gusa-

za nayo burya ngo si myiza ku

buzima.

Kubw’ibyo umuntu ntakwiriye

kuyifata buri munsi.

Inzoga, itabi, n’ibindi binyob-

wa byonona ubuzima nabyo

bizahaza ubudahangarwa

bw’umubiri ndetse bikanagiri

n’izindi ngaruka nyinshi ku buz-

ima. Ni byiza rero kubyirinda.

Kugira isuku nabyo ni ingenzi

cyane mu gukomeza ubudah-

angarwa bw’umubiri. Guhora

urwaragurika, by’umwihariko

iyo ufata imiti ikaze nabyo bi-

genda bizahaza umubiri kuge-

za ubwo biwuganza. Aha rero

kugira isuku bishobora gufa-

sha umuntu.

Isuku ivugwa aha ni ukwiyiha-

gira, kurangwa n’isuku mugihe

akamenyero ko gukora imy-

itozo ngororamubiri cyangwa

n’indi mirimo y’ingufu.

Ubushakashatsi buheruka gu-

korwa bwerekanako gukora

imyitozo ngororamubiri nibura

incuro imwe mu gitondo cy-

angwa nimugoroba hanyuma

ukamara undi munsi wose wic-

aye atari byiza.

Bury ngo nyuma y’amasaha

abiri umuntu yicaye akora,

ngo aba akwiye gufata aka-

ruhuko nibura k’iminota iri


Muri rusange, umuntu akwiye kurya ibiryo bitetse neza kandi akabirya mu buryo buboneye.

umuntu ategura ibyo kurya,

agabura cyangwa mu gihe

arya.

Gukaraba neza intoki bifasha

gukomeza ubudahangarwa

bw’umubiri, no kwirinda ind-

wara zikomoka kumwanda.

Gukora imibonano ikingiye

ndetse no kwita ku isuku nyu-

ma yo gukora imibonano

mpuzabitsina birinda indwara

zandurira mu mibonano mpuz-

abitsina.

Gukora imyitozo ngororamubi-

ri ku buryo buhoraho ni ingenzi

cyane kuko bifasha umuntu

kugira ubuzima bwiza buzira

umuze, bikarinda umubyibuho

ukabije ndetse bikanakomeza

ingingo n’imitsi by’umubiri

wose.

Kubw’ibyo rero, bifasha

kongera ubwirinzi bw’umubiri.

Umuntu aba agomba kugira

hagati ya 15 na 20 akananura

umubiri hanyuma akabona

gusubira mukazi.

Kunaniza ubwonko, cy-

angwa umubiri, no kuta-

gira umwanya uhagije wo

gusinzira nabyo biri mubiza-

haza ubwirinzi bw’umubiri.

Ibi biterwa n’imvubura

z’ubumara zongera imigoma

n’ubwumagare bw’ingingo

z’umubiri. Rero, umuntu ak-

wiye kwirinda umunaniro uk-

abije kandi akagira ikiruhuko

gihagije.

Umuntu rero niyubahiriza izi

nama zose, ntagushidikanya

ubudahangarwa bw’umubiri

we buzahorana imbaraga bi-

tyo bimugabanyirize ibyago

byo kwibasirwa n’indwara ziri-

mo na kanseri.

Inzobere mu by’ubuganga ku bitaro bya RuhengeriE-mail [email protected]

“TS

MYOUR HEALTH MATTERS

TSM


TSM

56

FASHION

There is an ongoing debate that ques-tions whether Afri-can prints have be-

come mundane or whether it is and always will be a timeless form fashion.

Although African textiles have been around for centuries, it’s amazing how their eye catch-ing characteristics make it ef-fortless to impress.

Although this may be so, here are a few approaches one could use when dressing with an African flair.

Make a statement. Generally the brighter the color or bolder the print, the more of a state-ment you will make.

Consider wearing one state-ment piece to accentuate your outfit as a whole, and keep all other items muted.

A Head wrap is a traditional African look that can add di-versity to an outfit.

FASHION WITH A FLAIR OF AFRICAN

There are different modern ways of tying a head wrap; some are more dramatic than others.

Adorn with African print coated jewelry for a finishing touch to your overall look. Op-tions may include a necklace, earrings,and a belt.

HOME DÉCOR THAT WORKSHome accessories should comprise of items that inspire and bring you a sense of joy.

Here are a few points to con-sider in achieving this out-come.

Decide on a color scheme be-fore accessorizing. You may wish to match accessories of contrasting colors with a neu-tral color scheme to create vi-sual interest.

Lighting can be used as a tool to create a desired mood in a room. Unique lamp shades are a good choice for accent lighting.

Stick with a theme for a cohesive look.

When grouping many objects together, vary their size and height to add visual interest.

The floor is another blank can-vas to accessorize. Area rugs are a fast and affordable way to introduce color, warmth and texture to a room.

Items can be found at African Clothes Design ltd

KN54st, Dallas HouseEmail: [email protected]

BY EFUA HAGAN

Stick with a theme for a cohesive

look.

“


TSMFASHION

NECKLACES COVERED IN AFRICAN PRINT

BRACELETS

LADY’S JACKET

2

1

4

3

7 8

65

CHILDREN’S DRESSES

HAIR ACCESSORIES FOR CHILDREN

DYNAMIC LAMP SHADES

CANDLE HOLDERS

CUSHION COVERS

This 4 day festival in its 4th year,

took place from November 19-

22 at different venues in Kigali.

Starting at St Paul’s, the event

included performances by 12

dance troupes from all over

Africa. This year’s theme was

“Carte Blanche” (Speak out

your Mind) allowing the danc-

ers and choreographers to

come up with any themes and

issues they wanted to high-

light.

It also marked their first collab-

oration with AMDA the African

Mashariki Dance Association

which holds similar festivals in

different countries such as the

‘Time2dance Festival’ in Tan-

zania, the ‘Nairobi Festival of

Performance and Media Arts’

and the Ugandan ‘Guerilla Arts

Dance Camp’. The purpose is

to encourage the growth and

support of a regional creative

community.

On opening night at St. Paul,

event organizer, Wesley Ruzibi-

za from Amizero Dance Kom-

pagnie introduced the festival

which he said would be full of

passion and creativity.

The opening performance:

“Just a Walk” by Julie Iarisoa

from Madagascar was filled with energy and proved to be

exactly that, “a return to the

simplicity of life, living in the

present before technology” as

Julie said. It was followed by

a somber silent piece called

“Reborn, at the end of the

tunnel” by a Ugandan troupe

with a hip-hop flare. The Festival was hosted by

several venues across Kigali in-

Arts and Culture happenings in Kigali November 2015

BY: LAMELLE SHAW

East African Nights of Tolerance Festival (EANT)

Photo by: Natasha Muziramakenga

TSM NEWS


cluding the Youth Centre and Serena Hotel and was made

possible by sponsorship from

the Swiss Agency for Devel-

opment (SDC), the Goethe

Institute, l’Institut Francais and

Positive Productions, Ishyo Arts

Centre and the Rwandan Min-

istry of Sports and Culture.

There are 2 fundraising events

hosted by the African Interna-

tional Club every year in Kigali

that expats and locals look for-

ward to more than any other,

1 is the food fair in May and

the other is the Annual Christ-

mas bazaar which was held at

Mille Collines by Kempinski on

November 21st.

The Christmas bazaar is mar-

keted as an opportunity to buy

locally made crafts and gifts

for the Christmas season but

the main purpose is to raise

funds for the different coop-

eratives supported by the or-

ganization.

Some of the co-ops they have

supported in the past include

the Neo Cultural Centre which

supports 60 street kids and

“More than Sparrows” which

benefitted from an electric sewing machine donated by

AIC. One of the main fundrais-

ing activities was a raffle with amazing prizes including a

roundtrip ticket for 2 to Istanbul

from Turkish Airlines, a night at

Mille Collines and many other

goodies.

Everywhere you looked there

were vendors from the en-

trance to downstairs and out-

side around the pool area and

across the dining area.

From beaded jewelry, to Af-

rican home décor elements,

colourful kitenge outfits, homemade body butters and

jams and a full children’s cor-

ner where kids could have

their faces painted, enjoy the

bouncing castle and paint, it

was a fun day for families and

had something for everyone.

Although most kids were quite

happily rolling down the wet

grassy hills for free, Father

Christmas was also present,

sponsored by HelloFood and

giving away cookies.

AIC President Cheryl Mutabazi

mentioned that the funds are

administered by the organiza-

tion’s small grants fund to sup-

port projects that are “worthy

and sustainable and clearly

create opportunities for the

vulnerable and poor.” “It also

benefits the vendors, they pay a small registration fee and

are able to reach larger mar-

kets and network,” she said.

AIC has organized this event

for over 20 years, now the an-

nual goal is to raise RWF 20 mil-

lion.

Other sponsors included

Bralirwa, Rusizi, Rohi Executive

Apartments and Roko among

others. The event was esti-

mated to have attracted over

1000 visitors.

The author is a cultural enthusiast, singer/songwriter and Founder of Communications [email protected]

Christmas in November – The AIC Christmas Bazaar

TSM

TSMNEWS



PICTORIAL Customer Service week On October 8th 2015, at the Serena Hotel; for the 3rd consecutive time the ServiceMag held a cocktail to mark the end of the Customer Service Week 2015, which started on October 5th to 9th 2015.

3 Most active companies during the Customer Service Week 2015 received certificates from The ServiceMag

TSM

61The SERVICEMAG Sept - Nov 2015

Kigali on November 27 2015, the 3rd Edition of Jazz Lovers’ Music Event produced by RG-Consult Inc, & Presented at People’s Nightlife Club Kacyiru by The Reknown “Neptunez Band” & Herbert Rock alongside thier Friends

Heineken proudly sponsored the movie premiere for James Bond ‘SPECTRE’ on November 13th at Century cinemas.

TSMPICTORIAL


AT

Excelling at the

Front desk

SERVICE

In our focus of recognizing great customer service prac-

tices in companies and organizations, we always feature

exceptional customer service. One of our facebook follow-

ers received an exceptional welcome at an organization’s

premises.

Joseph Nsanzurwimo is the Administrative Assistant at CARE

International in Rwanda where he has worked for 7 years

starting as a Driver, Logistics Clerk and now as Administrative

Assistant. He is married with 3 children.

“I started as a driver,” Joseph recounts, “My aim was always

to achieve my daily targets. Whenever I had free time, I

would approach my colleagues and ask them what they do

and get to know more about the organization. Joseph did

not want to be a driver for life. So he decided he had to find a way to progress.

“I was inspired by His Excellency President Paul Kagame in his

speech on customer care in 2009” Joseph says, “He spoke

about the relationship between customer service and the

business sustainability (public, private and organizations) and

its contribution to the country’s economic growth.” I realized

that what I learnt from my colleagues was very helpful and I

decided to go back to school. I had a diploma in Mechanic

Engineering and decided to pursue a diploma in Account-

ing.”

“My objective is to contribute to achieving Care’s objec-

tives in Rwanda. So my focus is to be the best at what I do”

he says. Everyone wants to feel welcome because it shows

them that they are valued. This, Joseph says, is his motivation

as he welcomes every guest.

Joseph says he loves serving clients and it is their satisfaction

that makes him happy. He would like this to reflect a positive image of the organization. He is frustrated when he cannot

provide the service a client is looking for.

Joseph’s typical work day starts at 6am with family prayers.

He arrives at work at 7.30am and checks email and builds his

To-Do list for the day. He is then available to receive guests

and answer phone calls. He also handles the tasks to do with

stocks and logistics management. “I always have lunch near

the office so that I can go back to work as fast as I need to” he adds. His work day ends at 5.30pm and he checks with his

supervisor for the following day’s schedule before he leaves

office.

To those who would like to excel at the front desk like Joseph,

he advises, “You present the image of the organization or business to guests or clients and you must provide a good

quality service to the customer’s satisfaction.” In his opinion,

a front desk person should be respectful, polite and work fast.

Joseph loves music and enjoys playing piano and guitar. He

believes people should always learn from others and put into

practice the good things they learn. Joseph Nsanzurwimo

TSM AT YOUR SERVICE

YOUR

BY JEAN PAUL UWAYEZU


TSMCUSTOMER SERVICE

The world’s best, in a beer.

ALL YOU NEED THIS FESTIVE SEASONIS AN ICE COLD MÜTZIG

ENJOY RESPONSIBLY

CUSTOMER SERVICE

Email: [email protected]

A HAPPY NEW YEAR2016

WISHES YOU A

&

Thank you dear Contributors, Readers and Partners for your support.

Join us on this journey for improved customer service .

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