17 November 2012

Kenya: Day in the Life - I Derive My Satisfaction From Happy Customers At My Restaurant


I wake up at 5am and do my morning devotion. I then plan my day as I prepare for work up to 6am. I'm in the office by 6.30 and first thing I ensure the guys in night shift are done with their duties and then I release them.

After that, my staff and I gather for our daily meeting. We pray first and then discuss various issues concerning our customers that they may have raised. I like involving my staff in the day to day running of the business so that they feel part of it.

I oversee and supervise preparation of food and make sure that it's ready by 11am so that we don't inconvenience our customers. I market my restaurant by giving out our menu to people on the streets and I also send motivational notes and messages to our customers.

This is to encourage them to visit the restaurant and also to maintain good customer relations. Hotel business is very involving so I spend my entire day there, but when I get some time off, I read motivational books. When I'm not around, my wife takes charge.

I started the restaurant in February this year, and since then I have not had time to be off duty.

But I'm training some staff who can take charge when I'm not around, I have actually developed a working schedule whereby one waitress becomes a manager for the day.

I'm involved in church activities and so I attend evening prayers and praise and worship every evening. The restaurant operates 24 hours so I leave work at 9.30pm, this is after I ensure all customers are attended to since after that we have few customers.

When I get home, we do brainstorming with my wife on how best we can improve our service delivery and the way forward. We have dinner and retire at midnight.

Customer involvement in my business is very critical and I like getting their feedback by letting them fill in questionnaires, this is an area that I never delegate nor compromise on.

I derive my satisfaction from a happy customer and I'm very open to critique and complements as this helps me gauge my customers. I go to pray on Sunday and in the afternoon take my family out; I rarely go on holiday due to the nature of my job.

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