Esther Muchemi Shares Insightful Rules for Exceptional Customer Care
Esther Muchemi, the Chief Executive Officer of the Samchi Group of Companies, is known not only for her sharp business acumen but also for her passion for exceptional customer care. In a recent statement, Muchemi took a moment to share her personal customer care philosophy, underscoring the importance of small, thoughtful gestures that leave a lasting impression on clients.
Muchemi’s message highlights how customer care, often seen as a luxury for large corporations, is in fact a powerful tool for success that can be practiced by businesses of all sizes. According to her, the key to great customer service lies in the details—small actions that show a customer they are valued.
**”Customer care is about small things that make the customer feel important and cared for,” Muchemi says.** These principles, she argues, can set a company apart from its competitors and ensure a loyal customer base.
Muchemi’s own “rules” for customer care are a guide for any business looking to improve its service. Here are some of the key takeaways from her advice:
**Respect Every Customer** – Customers should always feel valued, from the moment they walk through the door or make contact with your business. The way they are received, spoken to, and even looked at should communicate respect and care.
**Personal Touches Matter** – A simple greeting or compliment can go a long way in making customers feel seen and appreciated. Muchemi suggests saying something as simple as, “I like your dress!” to break the ice and create a friendly environment.
**Clarity and Transparency** – Customers should never feel foolish for asking questions. Muchemi encourages businesses to explain difficult concepts clearly and with patience. She notes that even complicated-sounding menu items are often just simple ingredients, and customers appreciate the transparency.
**Timely Communication** – Answering calls promptly, responding to missed calls, and replying to emails are basic yet often overlooked aspects of customer care. Muchemi stresses that leaving customers “blue-ticked” or ignored is unacceptable.
**Underpromise and Overdeliver** – Keeping promises is vital, but if there’s a delay, customers should be notified ahead of time. Delivering as promised—or even better—should always be the goal.
**Professionalism Above Familiarity** – Muchemi warns that while being friendly is important, crossing boundaries can be damaging. “Familiarity is not customer care; it’s abusive,” she cautions, advising businesses to keep interactions respectful and professional.
**Express Gratitude** – A simple “thank you” can go a long way in showing appreciation. Muchemi also advocates for occasional gestures of thanks, like sending customers a small gift or token during holidays.
**Magic Words** – Acknowledge the power of polite language. Phrases like “I’m sorry,” “Excuse me,” and “Thank you” should be part of every employee’s vocabulary.
**Fair Pricing** – Fairness in pricing is essential to building trust. Overcharging or inflating prices can quickly alienate customers.
**Cleanliness is Key** – Both personal hygiene and the cleanliness of the business space are crucial. A clean, organized environment signals professionalism and respect for the customer.
Muchemi’s message resonates with both small businesses and large corporations, emphasizing that customer care doesn’t need to be expensive or elaborate—it just needs to be genuine. As she aptly puts it, it’s the small things that ultimately make the difference between good and bad customer service.
As part of an ongoing effort to further refine customer service, Muchemi is calling for feedback and suggestions for what could be added to the Samchi Group’s “Streetwise University” customer care training program.
“We’re always looking to improve,” she says. “What else should go on our customer care training list? We want to hear from everyone.”
In a world where customer expectations are higher than ever, Muchemi’s simple yet effective approach to customer care is a timely reminder that success lies in the details.
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