As I type, I am the Coco Beach bar at Coco Beach in Oyster Bay. I am going to be meeting up with my friend later for an evening of gossip & catch-up. I just asked for a Coke and ice.
They did not have ice. (Hold on, a bar that does that have ice???)
I let that one slide. It’s crackingly hot today so I also asked for some water. I was given Kilimanjaro water, which I really like and it’s cold. So far so good. Oh wait – she does not even bring a clean glass for me to pour my water into – so why should I use the glass I just had which has the remnants of icy Coke in it.
Lack of initiative affects how I view service based industries in Tanzania such as bars and restaurants because and again hate to the bearer of bad news, but that kind of customer service is not really acceptable if I am paying money for it or any other patron for that matter.
Why do we accept such bad behaviour when we go out? I don’t want to say this is a black thing or an African thing but this is not the first time I have been to other black owned enterprises in Tanzania and encountered such terrible customer service. After being here for almost 2 years, I am willing to deduce the following:
*Waitresses & waiters in lots of the bars in Dar es Salaam that are plastic chair joints, ie for local residents, do not think they need customer service because they are catering to Tanzanians. This is a horrible misstep. Customer service is not a white thing or a European thing: it’s a business thing and if you want to retain repeat customers, you better start working hard for that money.
What do you think about bad customer service? Do ethnic minorities need to understand it better or is that a generalisation?