The subject of customer service is topical in Zimbabwe. It literally feels as if poor customer service has been normalized in many places. Even sadder is that many customers have normalized it as well. On social media, you will come across strange situations regarding this subject. For instance, a customer can cite their complaint about some business. Then you can find other consumers defending the business and actually laying the blame on the customer. You may also find others excusing poor customer service due to the state of the economy. Anyways, today we are looking at some of the most common customer complaints against businesses in Zimbabwe right now.
Poor Communication Skills
Almost of all us have been to a local Zimbabwean business and fell victim to this. Many businesses in Zimbabwe seem to no longer care about interacting with consumers respectfully. Even the superiors or business owners are mostly unbothered. One of the reasons behind this is poor employment remuneration and treatment. It is also worsened by poor training and poor emotional intelligence. Proper use of registers is rare nowadays when you go to many businesses. You will find yourself feeling as if you are asking for hand-outs yet you are a paying customer.
Not Fulfilling Deliveries
A number of businesses in Zimbabwe now do deliveries. Some do them intracity whereas some do them intercity. That is good progress. Sadly, there are countless, perpetual incidents of clients not getting their orders delivered. This is a serious issue right now in Zimbabwe. It is either the delivery is delayed or it never comes at all. It is actually one of the biggest hurdles behind why e-commerce is not yet established in Zimbabwe.
Selective Special Treatment (Especially Along Race Lines)
There is a general selective special treatment of whites over blacks. What is sad is that it is usually black on black. Probably the remnants of a colonized mindset but many Zimbabweans are facing such demeaning treatment. This is particularly rampant in restaurants but generally, it is happening across the board. This is a discussion I feel needs to be amplified because the problem is getting worse. Not a week goes by these days without seeing someone complain about being treated badly by a fellow black. Yet the same person will go above and beyond to please a white person under the same circumstances. Sometimes the preferential treatment is also based on perceived social classes.
Compromised Quality Or Standards
You go to a restaurant and both the service and food are of poor quality or standards. You go to get fuel and later you notice it is depleting way too fast. You purchase a cereal and you realize the taste is off. You buy a pair of shoes or a T-shirt and after the first wash, it is messed up. These are just some of the infinite examples of compromised quality or standards. It has become commonplace for businesses to have dismal quality or standards. Many of you are aware of the mobile networks dynamics. Quality and standards have been seriously eroded in Zimbabwe; especially nowadays.
Pricing Distortions
It is common knowledge that the Zimbabwean economy is struggling. However, many businesses are using that as an excuse to price products and services nefariously. Profiteering is at alarming levels. You can find one business selling a pair of shoes for US$15. Then you can find another business selling the exact same shoes for US$30. Mind you, this will be in the same town and both businesses sourcing their stock from the same source. There are also scenarios where there are no fixed prices; they are changed depending on who is asking. The other day a certain guy bought a pair of shoes for US$20. Another guy bought the very same pair for US$50 from the same business. These are just a few examples but pricing distortions are now rampant in Zimbabwe.
Counterfeits And Fakes
It is understandable that there can be imitations. It only becomes a problem when they are sold as genuine originals. Lots of Zimbabweans have been victims to getting counterfeits. It is happening across the board i.e. almost any product imaginable. For example, some of the areas where this problem is rife are consumer electronics, solar products, vehicle parts and spares, and clothing and apparel, just to mention a few. There are also rising concerns about pharmaceutical products as well.
Poor Digital Footprints
Many businesses in Zimbabwe now appreciate the need to have an active online presence. Regardless there are still many of them that are still not active online. Some of them are not even online at all. Then for those businesses online, a number of them are not active. There is also a long list of annoying practices in their online activities. For instance, you find a business posting products or services yet prices are excluded. You will find such posts riddled with comments all saying one thing – ‘How much?’
You will find the general habit of not responding to post comments and inbox messages. Some business social media pages were last active more than 2 years ago. We are living in a digital age and many people look for products and services online. It is frustrating for many Zimbabweans to fail to find what they need online. Yet businesses with what they need exist but are just indifferent to having a solid digital footprint.
This article is manifold because there are insights you can draw depending on who you are. For consumers, this knowledge can boost your diligence as you will know what to likely expect. That way you get better prepared. For business owners, you need to pull up your socks if any of the complaints apply to you. For other progressive businesses, this information can help in strategy formulation. Especially to build a unique and superior value proposition, this article is invaluable. Then this article can also help you identify business ideas or opportunities. Let us all collectively work together to hold businesses accountable.
