You cannot underestimate the power of a smile. Senior presidential press secretary Wanyama Don Innocent had quite a day to tell after his horrible customer experience was saved by a young lady who came with more smiles than frowns. Her smile massaged away his pains.
Here is how the story goes. Mr. Don was shocked to reach at DSTV/Multichoice offices at Garden city only to find the place closed at 10 am.
He was left wondering, “In this day and age. We’re about 20 people in a queue, waiting for DSTV/Multichoice Garden City branch office to open. Apparently it only opens after 10am. We’ve been sitting here patiently for like 30 minutes. Is this the danger of being a quasi-monopoly?”
The situation got more frustrating with long queue and then breakdown in the network.
“So, a lady and gentleman open the Garden City branch office a few minutes after 10am. We all dash in like we’re picking rations of holy rice. The queue is snaking in the modest office. Ten minutes pass by. Twenty. And the queue is stagnant. I jump the queue and move to the counter, asking the gentleman what could be the issue. ‘There’s no network,’ he calmly responds. His calmness disarms me. I mentally review the expletives I wanted to spew and remember it’s Lent”, he further narrated.
A saviour swings out of the blue. “Anyway, someone advises I should try Kololo, their head offices. There, I find no queue and a young lady treats me like royalty. In a matter of minutes my problem is fixed. I ask her about the Garden City branch and their shenanigans. She promises to alert management. As I leave, I remember Charles Dickens gripping novel. A Tale of Two Cities. It is a tale of two MultiChoices”.
That’s the power of a smile.