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Quality for a lifetime

April - May ‘09

Entrepreneurship vs. Employment Business in a Recession

Investing Wisely Business by networking tools

Management Human Relations Customer Relations

Quiet Time Princess Lessons

Entrepreneurship vs. Employment Managing Editor

Wangari Kimani-Maina Advertising Executives

Content availed by Brad Sugars Ray Silverstein Tamara Monosoff Dawn Rosenberg McKay Jeff Wuorio Wangari Kimani-Maina Design and Photography

Frederick Rukungu Nahashon Mithanga Distribution & Circulation

Eagle Afric Holdings Ltd. Published by: Eagle Afric Holdings Ltd. P.O. Box 24329, Karen 00502 Tel: +254 020 3597825 E-mail: Copyright Information Esteemed is a bi-monthly magazine published by Eagle Afric Holdings Ltd. Views expressed in the articles and contributions are not necessarily those of the publisher. All rights reserved. While every reasonable effort has been made and precautions taken to ensure the accuracy and integrity of the content herein, neither the Esteemed team, nor its advertisers, nor printers can accept responsibility for any damages or inconvenience that may arise there from. The views expressed within the publication are those of the authors exclusively and not necessarily those of the Esteemed owners. Any material sent to us will be treated as unconditionally assigned for publication and may or may not be acknowledged as receipted. This material will also be subject to scrutiny for unrestricted editing and commentary at the discretion of the Editorial team. All content, including adverts created by Esteemed are Copyright of Eagle Afric Holdings Ltd. and may not be recreated in part or in whole without prior consent of the publishers. Copyright ©


Sacrifices Galore

aster is a time to reflect on the greatest sacrifice ever made on behalf of mankind. I have a little girl who I have grown to love more than I can ever express. To be told that I can sacrifice her for someone else’s rescue is not something I would like to even hear. She is her daddy’s princess and together, I can’t imagine my life without them; So to consider that the Lord our God looked at His only son and in Him He saw the only solution for this world, it’s not only the greatest sign of selflessness but one of great love. We have a great collection of articles in this edition and we look forward to you enjoying them. As entrepreneurs, please let us greatly consider and take advantage of the upcoming AGOA (African Growth & Opportunities Act) exhibition forum that will be held in August, (more details inside). Carried as an advert in this edition is White House Restaurant situated along the infamous Ngong Road. Thank you for your continued support and remember that reading enhances your knowledge. Keep that feedback coming!

With lots of love Wangari


Frederick Mwarangu Nahashon Mithanga

Your say: The work done is great. I like the content. Congratulations This being an e-magazine, will you kindly consider making the quotations of costs of advertisements in USD or both indicated clearly? ( I for instance noticed there are quotations e.g. 60000, 45000 etc rather than KSh60000, etc This magazine certainly goes beyond Kenya and therefore targeting wider areas with different currencies - Gab. We say: Thank you Gab. Well noted and changes effected. Your Say: A friend of mine just forwarded your Feb/Mar magazine (Good job you are doing by the way) - Edith We say: Thank you Edith

The Wealth of a Nation..... "You cannot legislate the poor into freedom by legislating the rich out of freedom. What one person receives without working for, another person must work for without receiving. The government cannot give to anybody anything the government does not first take from somebody else. When half of the people get the idea that they do not have to work because the other half is going to take care of them, and when the other half gets the idea that it does no good to work because somebody else is going to get what they work for, that my dear friend is about the end of any nation. You cannot multiply the wealth by dividing it." Unknown Page 2

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Entrepreneurship vs. Employment

Entrepreneurship - Starting a business in recession? During these tough economic times who in their right frame of mind starts a business?

desperate to find new partnerships with new companies that have a different, better or more innovative way of delivering those products and services.

We delve into this subject because many of us are wondering if by leaving a steady job to start a personal business one will be jumping from the frying pan into the fire.

Ownership equals tax incentives. Business ownership offers a variety of tax benefits that aren't available to employees. While taxes should never be the sole reason to go into business for yourself, it should be one reason to add to you "benefits of business ownership" list.

The following article is courtesy of Brad Sugars.

Regardless of what people around you (including the media) may say, right now is the best time to get into business. Just go back and look at the economic slowdowns throughout history. Most recessions in the post-World War II era last an average of 10 months, followed by growth cycles that last an average of 50 months. What this means for the startup is there's no better time than right now to get going and start pursuing your business dreams-in anticipation of the next period of growth. So with a nod to David Letterman, here are my top 10 reasons you should start your business now - despite the current downturn Everything is cheaper. Let's face it: There is great value right now in this and in world markets. This is the right time for fantastic deals in virtually every category, from land and equipment to commercial office space, personnel and labor. As asset prices have been knocked down, there is no better time to get into the real estate or financial markets, or even heavy equipment and construction. Some people have waited years to find value in these markets-and now that time has come. You can hire more and better-qualified people. In an era when even Microsoft is laying off, you can find great resources at affordable rates. Thinking about getting your high-tech startup off the ground? There are plenty of engineers waiting to be hired. Thinking about forming a professional services firm? There are many accountants and attorneys looking for their next opportunity. People are looking to change suppliers. From a cost perspective, everything is on the table for most companies. Even if your prices are higher, if you can come in with greater value, you have a good chance at winning new business. You also have the advantage of being the new kid on the block when it comes to pitching your products and services. Many companies are

Family and friends don't want to (or can't) invest more money into the stock or real estate markets. That means they may be willing to finance a portion of your new venture, or the expansion of an enterprise that has proven itself over time. The main benefit is that they know you and have a relationship with you-and if you have a solid business plan that delivers real numbers, your chances of raising the capital you need increase exponentially. Suppliers are giving better credit. Because the credit markets have virtually shut down, the B2B credit flows are keeping money circulating out of sheer necessity. That means a bullish outlook for companies looking for good terms on stock and/or inventories. The main advantage is that all parties have more incentive than ever for finding true win-win situations that allow for cash and stock flow. When everyone is looking to survive, great deals can be had. You can get good PR by showing you are going against the trend. The media loves aberrations, and if you are optimistic by expanding or getting into business now, you would be in that category. That means you can generate some great PR by demonstrating your "alternative" view of the market. You can buy everything you need at auction. In addition to everything being less expensive, you can find great deals at auctions, especially in terms of any large equipment and office furnishings. Auctions are also a great place to find hardly used or "gently" used restaurant and bar supplies at great prices. These days, you may even be able to get deals on fleets of vehicles and trucks for a delivery service or hauling or construction company. Most recessions in the postWorld War II era last an You can find great "low money" or "no money" down deals. This is simply being aware of good average of 10 months, opportunities others have buggered up, and finding followed by growth cycles that deals where you could get an entire business simply last an average of 50 months. by taking over a lease (along with all the equipment). Many business owners want out at any cost, meaning you can negotiate great win-win deals that allow the current owners an escape while giving you an opportunity to turn around what could be, if run right, a very viable business. And finally . . . You've lost your job, and you have to do something. Sometimes, the best business decision is the one you are forced into, and the incentive (as well as need) for income is often enough to push those previously "on the fence" to strike out on their own. There's nothing wrong with being in this position; it simply means there is greater urgency to do something that will start to generate income as quickly as possible. There you have it: my top 10 reasons to start your business in a recession. After all, the odds are on your side that the expansion will be many times more robust than the present slowdown. There's no better time to start than the present, especially if people around you are more comfortable with their own list of reasons why they shouldn't start pursuing their own business dreams right now. It only means you'll be facing a lot less competition. Source s/article200342.html Brad Sugars is's Startup Basics columnist and the writer of 14 business books including The Business Coach, Instant Cashflow, Successful Franchising and Billionaire in Training. He is the founder of ActionCOACH, a business coaching franchise.

Business Principles

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14 Things Smart Leaders are Doing Right Now By Ray Silverstein When the going gets tough, the tough get going. After all, it's easy to excel at leadership when all is right with the world. The real test occurs when times get rough, the way they are right now. Right now, the visionaries among us are engaged in a dual strategy. On the one hand, they're looking inward to shore up their businesses internally. On the other, they're looking outward, pouncing on opportunities created by the economic downturn. If you're not doing so already, here are some key steps you should take. Make Internal Improvements 1. Monitor cash flow. Cash is king, now more than ever. Make sure your lines of credit are adequate, and pay extra attention to cash-flow projections. If you run short of working capital, manage by cash (not profit and loss statements). Monitor your numbers closely, and be ready to act. 2. Review your strengths and weaknesses. Know thyself. If you are aware of flaws in any areas of your business, remedy them now. They make you vulnerable. Similarly, find new ways to capitalize on your strengths. You need them more than ever.

It's easy to excel at leadership when all is right with the world. The real test occurs when times get rough, the way they are right now. Right now, the visionaries among us are engaged in a dual strategy 3. Rethink your sales strategy. Identify your most profitable products or services, and focus your sales efforts accordingly. Use gross profit as a measure, or better yet, your gross margin return on investment. 4. Categorize your customers. Determine who's profitable, and who's not. If some customers are a drain on resources, either raise their prices or "fire" them. You can't afford to carry unprofitable customers along; you need to work lean and mean right now. 5. Improve work processes. If there are excess costs in your workflow,

squeeze them out, so your business runs as efficiently as possible. Perhaps you can benefit from an assessment program such as Total Quality Management.

6. Increase throughput. During soft markets, customers often purchase in smaller quantities. Instead of turning small accounts away, find ways to accommodate them. If you can shorten lead and set-up times without compromising work flow, do so. It will add up. 7. Ramp up marketing efforts. What's the first thing many firms do to tighten their belts? The exact worst thing: cut back on marketing. Research proves that companies that maintain (or better yet, accelerate) marketing activity during soft economies reap greater benefits later. Besides, marketing firms are hungry for business now, so you can negotiate better deals. 8. Review your compensation. You need to get the most from your work force now. If you haven't already, put performance measurements in place and link compensation to performance. Think creatively: Can you lower base salaries while increasing resultsdriven bonuses? Remember, salaries are the single largest expense for most small businesses. Seek External Opportunities 9. Create strategic alliances. Forming simple partnerships can save you money. Consider buying pools, rent sharing and equipment sharing as ways to reduce expenses. Another idea: Can manufacturers' reps and export agents give sales a boost? 10. Renegotiate with vendors to reduce expenses. Take your rent, for example. If your lease will expire in the next few years, suggest a longer-term lease in return for cost con-

cessions. Or, if you are in a position to pay suppliers promptly, use it to obtain price discounts and promotional allowances. 11. Target your competitors' customers. If one of your competitors is struggling, reach out to its known customers. If those customers sense a decline in quality or fear a service disruption, they may be receptive to your pitch. 12. Even better, acquire your competitors. If you're in a position to buy out floundering competitors, consider it, but only if it will further your own strategic goals. 13. Upgrade personnel. There are

It's easy to excel at leadership when all is right with the world. The real test occurs when times get rough, the way they are right now. Right now, the visionaries among us are engaged in a dual strategy many talented people looking for work right now. If you've been muddling along with mediocre employees, know that they're dragging your business down. If you can't bring their performance up to par, do the hard thing and make some changes. 14. Keep your eyes open. Be on the lookout for fresh ideas and opportunities. Stay abreast of news and trends. Interact with other entrepreneurs to see what they're doing. Learn from what's going on around you, and be poised to jump on opportunities when they come your way. When the going gets tough, smart leaders get going. Be prepared, and be proactive. Your company can not only survive the recession, but also benefit from it, provided you take the lead. Source eadership/leadershipcolumnistraysilverstein/ article199908.html Ray Silverstein is the "Leadership" columnist at and president and founder of PRO: President's Resource Organization a network of advisory boards for small-business owners. He teachers entrepreneurs how to build a profitable advisory group business. Silverstein is also the author of The Best Secrets of Great Small Businesses.

Badges that make a difference For those who have seen and used our badges, the feedback is generally the same. People like and cherish personalized items. Students will gladly wear a badge with their name and declare their achievements. For the young boys in games, it means a lot to have a badge that says - Best game scorer! For those events that last a lifetime such as the international Women’s day - it feels great to spot a colorful badge saying I am proud to be a woman Badges say what is in your heart, what you are proud of and that is what Kilimara badges do. We bring out your heart’s message at

the most affordable cost with the highest quality possible. We do: Social badges - weddings, birthdays School badges - performance recognition; management; student roles Staff Badges Church Badges Event Badges - conferences, seminars etc We think outside the box with you Join our list of growing clients and enjoy the beauty of variety with Kilimara badges Kilimara Investments Mr. George Kimani P.O. Box 24979 - 00502 Tel: +254 020 2099502/ +254 733 549099 E-mail: Nairobi, Kenya

Invest Wisely

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Facebook: a Promotional Budget's Best Friend By Tamara Monosoff As a free marketing tool, it could be the online sales tool you've been looking for. Already on Facebook? Terrific. Haven't taken the plunge yet? You probably will. Long popular with (and once limited to) college students, this online social networking site is exploding in popularity among the post-twentysomething set. While it was originally designed for social networking, it's become a valuable marketing tool for all types of businesses, organizations and causes; and it's a tool that can help your own marketing and PR efforts. If you're new to Facebook, here are some tips to get you started:

Create your account and profile page at It's free. Your profile page is your launching pad into the world of Facebook and the means by which you begin amassing "friends"--that is, your network. These connections can be your

As a free marketing tool, it could be the online sales tool you've been looking for. actual, everyday friends and family, former classmates and colleagues, neighbors or fellow soccer moms. You don't need a large number of friends to begin seeing the marketing benefits of Facebook, but you'll see more of an impact as you grow your network. It's easy to find friends, and they will inevitably find you once you begin expanding your network. Create a group for others to join. This group is a subset of your profile and may have a more specific aim. For example, on my Facebook page, I started a group called Women Entrepreneurs Talk! to give members a forum to share ideas and concerns about running a business. You can post photos and information about your product or service on your group page. There are groups on Facebook on every subject--from TV shows to clothing brands to restaurants to geographical regions and everything in between. Your group becomes an instant Facebook community for your brand. Post an event. It's easy to create a Facebook event to promote among your

network. This event might be an actual local meeting, conference or get-together. It can also be a virtual event, such as an online sale, a contest or the launch of your blog.

Widen your circle. Creating groups and events is an obvious way to build your brand, but there are other, more subtle ways the site can help your business. Reconnecting with old friends and colleagues you've lost touch with can open business-related avenues you otherwise might never have known existed. That old high school friend who's now a web designer or the college friend you discover is working in your industry might be able to help you and your business--or you may be able to help her. One friend of mine, a professional photographer, began getting inquiries from people she'd reconnected with through the family photos she posted on her Facebook page. It was all organic; she never marketed herself proactively. Create another avenue. Your Facebook profile page can also be a conduit to your existing website or blog, generating more traffic and customers. Be sure to include the URLs on your profile and group pages. Join other groups and causes. Along the way, you will be asked to join groups or causes by people in your growing friend network. Remember that what comes around goes around, and that it's great to join groups or causes you feel strongly about. For example, if you're launching a children's product, you may wish to join mom groups. You can wait for and respond to group invitations or actively seek them out using the search feature. Use the marketplace to sell or buy items-free. You can also post job listings for potential employees or interns. Buy advertising. Facebook will give you the tools to create your ad, which can then be targeted to Facebook subscribers of a specific age group, gender and location. You can use pay per plick (PPC) or cost per thousand impressions (CPM--"M" is the roman numeral for 1,000). Use LendingClub to help finance your startup or expansion.

The key to making the most of Facebook is to keep your page and profile current; respond to messages in a timely manner; and regularly post status updates, photos or comments to keep yourself top-of-mind in your network. The more energy you put into building and connecting with your network, the more you'll get out of it. Get creative--it's a relatively new and unexplored terrain for marketing. Tamara Monosoff is the founder and CEO of, where entrepreneurs get information and inspiration to turn their ideas into successful businesses. Tamara is the author of The Mom Inventors Handbook and Secrets of Millionaire Moms. Source http:// facebook-a-promotional-budgets-bestfriend.html

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Human Relations Management

Employee Performance Reviews A lot of people are afraid of these and every time they are announced by the HR department as being due, it is time for panic to set in. In this edition at Esteemed, we thought it wise to highlight what they are, how to prepare for them and how to deal with a bad review. I know some people who have actually believed that they are a waste of time and that they are the management’s best firing tool. The article is courtesy of Dawn Rosenberg McKay,; URL ancereview/a/reviews.htm

How to Prepare for a Performance Review and What to Do If You Get a Bad One

Remember the feeling you got in the pit of your stomach when it came time for your teacher to hand out report cards? Whether or not you felt you deserved a good report, you still had that moment of doubt. With school now behind us, you would think report cards were part of our pasts. Unfortunately, this is not the case. As working adults we must deal with employee performance reviews, also referred to as employee appraisals or performance evaluations. Whatever you call them, employee reviews evaluate our performance on the job. They often determine raises, promotions, and sometimes whether we get to keep our jobs. That can explain, why even as adults, these “report cards” often make us feel uneasy. Become familiar with the review process: Sometimes fear of the unknown is the worst fear of all. You should understand why some employer's use performance reviews as a way to evaluate their employees. According to the article, How to Do an Employee Appraisal, the goal of an appraisal should be to "increase communication, establish clear expectations, reinforce good performance, improve unsatisfactory

performance, and foster a spirit of cooperation and teamwork." Prepare for an upcoming review: Document your achievements and list anything you want to discuss at the review. If you haven't kept track of your achievements, you may have to spend some time figuring out what you have accomplished since your last review, and most importantly, how your employer has benefited, i.e. increased profits, grown the client roster, maintained older clients, etc. What should you do if you get a poor review?: If you feel you have received an unfair review, you should consider responding to it. You should first try to discuss the review with the person who did it. Heed this warning, however. Wait until you can look at the review objectively. Was the criticism you received really that off the mark or are you just offended that you were criticized in the first place? If you eventually reach the conclusion that the review was truly unjust, then set an appointment to meet with your reviewer. If there are any points that were correct, acknowledge those. Use clear examples that counteract the criticisms made. A paper trail is

employee reviews evaluate our performance on the job. They often determine raises, promotions, and sometimes whether we get to keep our jobs always helpful. Present anything you have in writing that can back you up. If you didn't leave a paper trail, remember to do this in the future. What should you take away from a performance review?: Ultimately, you should regard your review as a learning opportunity. You should be able to take away valuable information, whether it is about yourself or your reviewer.

How To Respond to a Bad Review Getting a bad performance review can be devastating. It is therefore paramount to learn how to respond to a negative review. In summary dealing with it can be summed up as: Difficulty: Hard Time Required: n/a

Here's How:


Read your review very carefully. Don't respond immediately.


Take time to determine if the negative review is really unjust or if you're just taking offense at being criticized. If you still feel the review is unjust go to Step 3. If you realize the review is correct go to Step 6.


If you can honestly say that you've received an unfair review, make an appointment to meet with the person who wrote it.


First, acknowledge any points that are correct.


Then use clear examples to contradict those points you feel are untrue. Use a paper trail to back yourself up.


You've realized your reviewer was fair. The truth hurts, but you can use a bad review as a learning experience.


Make an appointment to meet with your boss so you can find out how to improve your performance.


Keep a paper trail of everything you do, beginning with that meeting. You'll want to have evidence of the effort you've made to improve your performance.

If you follow your boss's suggestions, next year's review should be much better. Tips:


You must be very objective in determining whether your evaluation is unjust. Take some time to think things through.


Give yourself at least a day to calm down. Nothing gets handled well in the heat of the moment.


Keep in mind that the boss usually wins. It may be worth a shot, but your next step may be job hunting.

Standing out When you last made a presentation did this happen:

 Your audience dozed off  Your audience made noises  Your audience kept walking in and out  You walked away with nothing but a simple morale boosting ‘good presentation’ pat on the back

Esteemed Presentations Don’t sweat through preparing a presentation. Just tell us what you want to present, how much time you have, your audience - simple, professionals, politicians, children, young adults and leave the rest to us. You can even tell your boss you did it on your own! You will walk away from the podium - NOTICED!!!

To place your advert in Esteemed Magazine, contact us on or call +254 020 3597825/ + 254 720 838446

Account Manager - Appointment Esteemed is out in search for an innovative, advertising and sales person.

Easy going

Our requirements are simple:

Driven to get ahead and a self starter.

Are you looking to grow a career in sales

Applications deadline:

and marketing and do not mind starting small?

Do you need flexible working hours so that you can manage your client portfolio well?

Are you the kind of person who people won’t mind giving at least 5 minutes of their time?

Bottom line is the cash you earn; but are you willing to work for something more than the money? If you answered yes to all these questions, we would love to hear from you. Qualifications: Above 21 years Fluent in English and Swahili (other languages will be an added advantage)

Professional outlook/ etiquette

May 15, 2009 Please send your application to: The Managing Editor Esteemed Magazine P.O. Box 24329-00502 Karen, Nairobi E-mail: Tel: 020 3597825

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Customer Relations

7 tips for excellent customer service resources/management/small-businessmanagement.aspx

means offering someone a truly exceptional experience," says Dr. Noelle Nelson, author of "The Power of Appreciation in Business." "The quality of something may be good, but it's the overall experience that will really define customer loyalty."

By Jeff Wuorio In the business world, good customer service often isn't good enough anymore. Customers and clients are becoming increasingly disenchanted with the merely adequate. For them, extraordinary service is the rule, not the exception. Anything less, and they're happy to vote with their feet and their wallets. That makes extraordinary service necessary, not just desirable. And that, in turn, mandates a strategy to help ensure that your business matches that standout service standard on a daily basis. Here are seven ideas and tips to help your business establish and maintain an ongoing climate of service excellence. 1. Define what extraordinary really means. It's an easy term to toss about, but knowing what exceptional service entails is essential to establishing the procedures and the mindset with which to achieve it. So, delineate what extraordinary means — is it lower price? Keeping appointments on time or making certain that telephone service reps always say "please" and "thank you"? By knowing precisely what is merely good enough — and what takes your business beyond that — you get a firm handle on what you need to do to hit that goal on a consistent basis. For 1-800-Got-Junk? that means calling a customer to let them know that the van they're expecting is going to arrive on time." We pledge to arrive on time, in a clean shiny truck, with two friendly uniformed drivers — but so can anyone. What makes us unique is our truck crew will call the customer 15 minutes ahead of time, and let them know we're on time," says Christopher Bennett of the Vancouver, B.C., junk removal service. "This has a huge impact on the customer. Calling ahead sets exceptional expectations — even if we're running late, the customer appreciates the call in advance." 2. Ask if you're not sure. Many companies may find it understandably difficult to genuinely pinpoint what extraordinary service really entails. So, do some legwork. Conduct focus groups with customers to see what they really value. Ask your complaint department, if you have one, to identify topics that are frequent targets of dissatisfaction. Often, you may find extraordinary translates to a holistic grouping of issues, not just one product or service. "Often, being extraordinary

3. Allow your people to be extraordinary. Saying you want extraordinary service and actually carrying it out is a tough nut without the necessary authority. One of the biggest challenges of providing a consistently top-drawer performance is shifting conditions — what's appropriate for one customer may not work with another. . For instance, one customer may be so dissatisfied that a partial refund may be in order. By contrast, other customers who are a bit less peeved may be happy with a problem solved without any sort of refund. So, allow employees reasonable freedom of choice to read a situation and react accordingly. For instance, Nelson suggests giving employees a budgetary allotment which they can use, as needed, to address refunds or other unexpected costs associated with giving customers the benefit of the doubt. To illustrate: Southwest Airlines gives its telephone customer service reps the authority to OK refunds if a caller claims they didn't get the airfare they wanted. (The reps charge their own credit cards, then later get reimbursed.) 4. Share information. If you run a retail business, business management tools, such as Microsoft's Retail Management System, can be invaluable in tracking critical data, such as what items and services are selling particularly well. If you have that data, don't keep it a state secret. Sharing the information with your employees lets them know what's hitting on all cylinders. It also helps them promote these products or services to customers. "Sharing information with others is a really positive step," says Nelson. In other words, don't keep critical customer information close to the vest. That holds true with businesses other than retail. For instance, Microsoft Dynamics Customer Relationship Management (CRM) software lets you share valuable information about clients and customers with your entire organization. Customer buying habits, particular needs, interests and other data can be stored in a central location and easily shared. 5. Share the commitment. Nothing can prove more destructive to a commitment to extraordinary service than management for whom the concept is little more than lip service. Walk the walk by buying into that commitment just as much as you hope your people will. Make sure you reward top performance. Invest the time and expense in any sort of training that may help employees carry out and maintain high performance standards. Don't The quality of something may be forget yourself and others in the front office. "Make sure that training takes in everyone, good, but it's the overall not just sales, marketing and other front line experience that will really define employees," says Karen Leland, author of "Customer Service for Dummies." "Training is customer loyalty." an important part of creating a lifelong culture for service excellence since it helps build an understanding of the concept of service. And that means a top-down commitment. Leadership should set the tone for the entire effort." 6. Don't expect magic overnight. Another potential hurdle to extraordinary service is the expectation that it's like flicking a light switch — on it goes, and everything's hunky dory. Truth is, exceptional service takes time to take hold in an organization, particularly one with an array of people and departments. Give it enough time. Review performance every four to six months. (Here, data from Microsoft Retail Management Systems and other like products can be essential in quantifying progress.) "It's essential to stay the course so you can improve service ratings," says Elaine Berke, a Westport, Mass., consultant. 7. Expect snafus and react accordingly. The road to top notch service is not without its bumps. Don't pretend they're not there. Rather, make them a part of the journey by acknowledging a slip up and, in so doing, recommitting to extraordinary performance. For example, if a customer receives the wrong item, don't stop at making sure they get the right one. Let the customer know that you're sorry for the mistake and build their confidence that it won't happen again. "Build customer loyalty, not just satisfaction," says Berke. "When you apologize for problems and really listen, you build a relationship."

With a passion for innovation and an instinct for applications that help people live, work, play and learn, EAHL works to help improve the quality of life. Why you should you work with us Our operations are driven towards offering our clients: 

improved service quality


superior competency


access to leading technology


more freedom to focus on strategic activities

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Page 11

Princess Lessons For the past four months I have had the absolute privilege of watching my little baby girl from birth to the age of four months. It is amazing how God’s creation can be so wondrous, entertaining, amusing and full of life’s lessons. We call her princess because her father is indeed the King of kings and Lord of lords. She has reminded me of the simple matters of life that we should embrace. The bible talks about having an attitude such as that of children and Princess has taught me what that is. Have you ever thought what would

happen if you never have to worry about what you will eat, drink or wear. All you know is that there is someone to take care of you as soon as you let out the scream or words that will attract their attention. Princess has this nice little cry that you can simply laugh at. It’s between crying and saying, hey guys, I need you to attend to me. If she doesn't get attended to, she will fidget until she gets what she wants. Her concern is not whether or not its there. In her spirit she knows that because she has received care before, she will continue to receive it every time she calls. How about when we grow up. We become worrisome. You worry if you miss a prime business opportunity or promising job. I listened to a preacher the other day who said that for those who trust in the Lord and wait patiently for Him, life is not about living from your finances, you live by His favor. Praise & Criticism Princess is a very intelligent girl. She has this blank look with a small smile at the edge of her lips when people are commenting about good things and she pouts when she perceives a negative comment. I have come to learn that when people heap so much praise on you, smile and pass it on to the owner - The Lord

Quiet Time Jesus. His is praise, yours is blessing. Basking in the light of that praise is taking a position that does not belong to you. When people criticize you, don’t let it form your personality. Everyone is entitled to an opinion about everything but it shouldn’t dictate how you live your life. Laugh. It is said that laughter is the best medicine. There are times out of the blues that princess will let out a hearty laugh and maintain a big smile after that. When was the last time you really laughed from the depth of your heart. Maybe because of a joke or a funny event or a shrub or something. I have found that her laughter is so infectious that if I hear her laugh from another room it puts a smile on my face. Try it, you’d be surprised at its great positive effect around you.

perfect, devoid of illness, clear and awesome. The Lord heard our prayer and today when people meet princess for the first time the first thing they notice is her eyes, and silently I whisper a Thank you God for an answered prayer. Let bygones be bygones. Sometimes it amuses me how princess will switch from crying directly to silence as soon as she gets her need satisfied. She has taught me that moving on has more rewards than regrets. How many times have you been hurt by someone and you keep dwelling on the issue as if the more you revisit it, the better you feel. Truth be told, every time you revisit a negative issue, you are basically opening up an old wound. It’s not worth it. Just move on.

Princess will by God’s grace be talking and walking soon and I believe that in Healthy body and mind facilitates the course of time, she will be teaching growth. By the time princess was us important life’s lessons. I only pray born, I had some serious issues with that we will be wise to learn. eating, but I thank God for the other angel in my life, my husband and "The Joy of Life" Princess’ daddy who made sure I ate well. Then Princess came into the This is the true joy of life. The being used for a world and I realized that her sole food purpose was at my breast and boy did the little recognized by yourself as a mighty one. The being a force girl suckle! I ate every nutritious meal that was brought my way; soup, tradi- of nature instead of a feverish and selfish clod of ailments tional porridge, green grams, peas, spinach, vegetables, fish, beef, and grieving senses complaining that the world will not chicken and fruits just to mention a devote itself to making you happy. few. Putting my feet up in rest. All of I am of the opinion that my life belongs to the this combination has found its way to whole Princess whose body and mind develcommunity and that as long as I live it is my opment is nothing short of God’s faprivilege vour. She can recognize her daddy to do for it whatever I can. I want to be thoroughly used and mommy, people who are in her face daily. The girl is sharp. Keep up up when I die. For the harder I work, the more I live. a healthy body and feed your mind I rejoice in life for its own sake. Life is no brief with positive thoughts, that’s the way candle to me. It is a sort of splendid torch which I to build a healthy personality. have got to hold up for the moment, and I want to make it burn as brightly as possible before handing it on Prayer. God answers prayers to future generations. mightily. I remember while princess was still in the tummy, her daddy and -George Bernard Shaw I used to pray every day that every inch of her body would be perfect in formation. In particular her daddy  Quit worrying and let God take care of your business would always pray for her eyes to be

 Praise is to the Lord Jesus as blessing is to you.  Criticism can build or destroy you. Try to focus more on constructive criticism  Laugh, it’s positively infectious  Prayer is powerful and will be answered  Let bygones be bygones

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