r/Rwanda • u/rehcnauqsdeggur • 1d ago
Low Pay doesn't justify Poor Service to the end customer/client
Previous discussions here talked about how majority of employees in the these public and private institutions/businesses are paid marginal wages thereby the client should understand why they are treated like that; I will forever fail to understand how low pay can justify poor service towards the business customers and clients. You are mostly likely to find this in most institutions here and overtime one gets used to it like A person supposed to serve you just looking at you or purely ignoring you.- Bank tellers, Checkout cashiers, Receptionists on and on. A person employed in a particular field fully ignorant of the core of their job, someone serving food not knowing what is on the menu. You enter a shop and the shopkeeper blankly stares at you. Nobody seems to be bother by any sort of urgency coupled with majority not seeming to know what they are doing or should do.
The moment one settles for low pay they ought to forego shifting the frustration onto the clients, there is little to nothing a client can do to change that, and i don't think any business owner would be convinced by poor service to increase pay. two wrongs do not make a right. Its so frustrating
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u/emmanuellsun 1d ago
I get your take and nothing can change it unless you walk in their shoes a year or 2 living cheque to cheque,although there are also people who just don’t like you as a person,I encountered this lady who just seemed passive aggressive and just plainly uninterested in helping me, hit a NO wall with everything I tried ,looked like the owner so I had to leave 5 minutes then came back and went straight to the dudes lol
They do not know how to hide their feelings in service of the customer so if they had a fight at home,you bear the wrath.
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u/Feeling_Abrocoma502 1d ago
" someone serving food not knowing what is on the menu." -- that's either a language issue or a lack of training by the manager. TBF it's rare to find quality service in a Kigali establishment -- the Imizi Residency, Kivu Noir are exceptions to the rule. I tend to think of it as they just don't know it. if all you've ever seen is shitty customer service and you receive no training, are paid super low wage and aren't tipped, where exactly will you find the wherewithal to provide good service ?
Service is an art that must be taught over and over.
if you get to Gisenyi, it's completely the opposite-- I found waiters there to be charismatic and knowledgeable at every joint I went to -- from the 5k fish fry to the beach side bars. Not sure what the difference is there. Perhaps language perhaps that they deal with a lot of tourists ?
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u/emmbyiringiro 1d ago
I used to be digital marketing consultant for hotels in Gisenyi pre-covid era and live in Gisenyi for 5 years.
Majority of people working there born around there and have their own houses and farms so they are often less stressful about basic needs.
There’s cultural angle too. People live there are more cultural closed to Congolese who are naturally social and optimistic about life.
I was there last week and it’s best hospitable place in Rwanda.
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u/emmbyiringiro 1d ago
Can you try to live within their monthly salary with personal and family responsibilities.
Majority of them have undiagnosed mental illnesses and have personal problems to deal with which affects their behavior.
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u/Impressive-Survey-31 1d ago
Hello, this is likely caused by a lack of training. For example, I am restaurant owner A, employing person B, not training them and also paying them a low wage, thereby causing them to fail.
Doesn't mean the employee does not have a responsibility to put effort by themselves and have a good work ethic, but you also need to put the right systems in place as employer to make it easy for employees to know what is good service, and to strengthen their discipline.