Nairobi — While still pursuing her degree in Business Management and Accounting at the University, Hope Tamara joined Imarisha Mabati roofing company as a sales agent.
It is during this time that her interactions with different types of customers led her to gain a profound understanding of what the market needed.
Many of the clients she interacted with, especially contractors, would often narrate previous experiences in which they bought roofing materials that disappointed them either because they faded or deteriorated quickly.
"What was clear was that even the customer who had the lowest budget wanted something that would not disappoint them," noted Tamara.
For the company to stand out, she says that they would have to give clients products of quality, even if this meant they would have to incur extra operational costs.
Investing in customer education would also be crucial, especially if whomever they were interacting with had little knowledge about roofing.
They would for instance make the clients understand the contents of the various materials in terms of coating and gauge size.
"The best material would be one that is sustainable, durable, low maintenance and appealing to the eyes, but different materials come with different advantages and disadvantages," stated Tamara.
Imarisha Mabati offers 6 different versions of aluminium and zinc coated sheets that are lightweight and yet strong, constituting only a third of the total mass weight of steel, making them easier to transport, handle and install.
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"We would also refer our own contractors to clients, if they had a challenge on where to begin from," added Tamara.
Fast forward to the year 2024, it is these approaches that Ms Hope, who is currently the General manager of Imarisha Mabati, says have enabled the company to reach where it is.
The firm currently employs more than 100 staff, with branches spread across Nairobi, Bomet, Kericho among other counties.
"Good customer service and maintaining high standards will always pay off. When a customer is pleased, they will return or refer you to others," posed Tamara.
The firm is looking to expand into working with major real estate companies as well as both levels of government, in projects such as construction of markets.
To boost the capacity of local firms such as theirs, Ms Hope is calling on the government to subsidize costs for local manufacturers and create a more favourable operating environment for them.
"Many foreign companies are coming in with cheaper products of lower quality. Clients will always be excited when they see a lower price on a product, but how much more will it cost them in the long run," said Tamara.
