26 July 2022 Issue 24/2022
How can we improve on service delivery? Namibia is a big country with a very low population density; approximately 3 persons per square kilometer. (South Africa: 25 people per square kilometer; China: 153 people per square kilometer.) With “only” some 2,5 Million people, it is an ongoing challenge to gain trust and long-standing clients in order to conduct a sustainable and economically viable enterprise.
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I would think that with these prospects in mind, we would be inspired to provide excellent service delivery and strive to provide good customer service - namibian and foreign owned firms alike. And yet, those that do strive to provide a great customer experience are far and few in between, are usually smaller companies and are hungry for the business. Delivering services of quality is an important goal for any entity who wants to create and provide value to their customers. Through the provision of high levels of service quality, companies can achieve increased customer satisfaction, loyalty and therefore long-term relationships, an profitability.
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The Windhoek Connection, 26 July 2022
FRESH MUFFINS Baked daily. Find Lorraine at the corner of Dr Kenneth David Kaunda and von Eckenbrecher Street, Klein Windhoek. Order at 081 295 9030
Empowered people empower people It is basic understanding that when we feel understood, heard and appreciated, naturally we do and give more than is expected, without expecting anything in return. By empowering one another, we have an opportunity to take responsibility of the outcome of our work. This directly influences the quality of our work and the outcome we strive for. Successful outcomes provide for confidence in the ability to do our job well and gives your client a positive experience. Empowering each other is not only aimed in one direction. Managers, Supervisors, Front line workers everyone can help, listen to and
support each other. Empowering and supporting one another builds trust amongst our fellow team members, which directly improves on teamwork and cooperation. A 2015 study by the International Journal of Business Performance Management indicated that front line employees’ ability to adapt to individual customers’ behaviour is directly related to service quality. More adaptable employees, especially if they are Page 2
The Windhoek Connection, 26 July 2022
empowered, will find it easier to offer individual attention to customers and hence satisfy their individual needs. On the contrary, employees who do not have the necessary ability or willingness to adapt their behaviour to the circumstances (e.g. the customer’s needs) and just follow their supervisors’ instructions cannot deliver high quality of service.
Mieke’s Kitchen
Teach and train as much as you like, if you don’t trust your employees, team mates and colleagues, it will all be for nothing.
Cell 081 299 3482
Monday, 25 July 2022 Lamb chop, noodles and red cabbage
Tuesday, 26 July 2022 Spare rib, rice and pampoen koekies
Wednesday, 27 July 2022
To inspire people don't show them your super powers.
Crumbed game schnitzel, potato and gemsquash
Thursday, 28 July 2022 Chicken a la king, rice and peas/sweetcorn mix
Friday, 29 July 2022 Out of the Kitchen - back on Monday!
Order one day in advance. 081 299 3482 Page 3
Communicate! Communication is the one tool we have, that requires very little (or no) training. Communicating with your client avoids unnecessary frustration
Show them theirs.
The Windhoek Connection, 26 July 2022
and lets your client feel you are being transparent with them. Choosing which information is most important to customers and when to deliver that information can help shape your brand as helpful but not intrusive. Talk to your clients. Return phone calls. Reply to emails. While the customer may not always be right, and repeating yourself may seem daunting, your client approached your entity, because you can provide a service they know not enough about. Live up to that!
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Did you know… … apples are more
?
effective at waking you up in the morning than coffee?
The Windhoek Connection, 26 July 2022
New Pine wood furniture range - now available at WOODIES! Solid pine furniture, quality, durable and affordable.
SHELVES BN Carey Size (mm): 1900 (h) x 900 (l) x 330(d) N$3,210.00 and Stain: N$467.00 BN Carey Size (mm): 1900 (h) x 1200 (l) x 330(d) N$2,174.00 and Stain: N$546.00 BN Carey Size (mm): 1300 (h) x 1200 (l) x 330(d) N$2,749.00 and Stain: N$389.00
ABI Bookcase Size (mm): 1300 (h) x 1200 (l) x 330(d) N$2,290.00 and Stain: N$459.00
ABI Bookcase Size (mm): 800 (h) x 1200 (l) x 330(d) N$2,703.00 and Stain: N$370.00
Available with the following sealers: clear, white, oak, teak and mahogany. Visit our workshop at 35 Andimba Toivo ya Toivo Street, Southern Industrial Area, Windhoek. Contact us at darryl@woodies.com.na or 061 402 187 for more info.
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The Windhoek Connection, 26 July 2022
Best of all, nurturing customer relationships in this way ultimately leads to new, predictable, longer-term revenue opportunities. Why? Because even though your customer appreciates what you have done for them lately, what they care most about is having a reliable supplier who proactively helps them look around corners to create a winning future. Service providers that have good customer service and great service delivery do not to need spend time and resources announcing this in their marketing efforts. Their actions carry them by word of mouth.
Pine shavings for sale Small bag: N$120.00 Large bag: N$180.00 (Excluding bag) Page 6
The Windhoek Connection, 26 July 2022
What’s up? Catch the full listing of all upcoming events in and around Windhoek at windhoekconnection.com.na DHPS SOUPer Bowl! Sip, Soup and Sounds. Chose a home made ceramic bowl, chose a soup and enjoy while listening to classical music. Thursday, 28 July 2022 at 17h30 in the DHPS School Cafe. Get your tickets at the DHPS Foyer Garden Area - Limited tickets available. For more info, contact Sharee at 081 325 5884 or Iris at 081 242 1176. Whether or not you have something to celebrate, join the Silver Spoon Hospitality Academy for a sparkling evening of Graham Beck Champagne and delicious appetisers on 27 July 2022. Call 061 240 994 to make a booking or nd out more. T’s & C’s apply. The FNCC presents Acoustic Friday! Fri. 29 July, 7pm, at the FNCC. Tickets are available for purchase at the FNCC. N$80 Advance | N$100 Door. Dit is weer tyd vir die Biltongfees! For the first time in 3 years, the Biltongfees will take place on 30 July at the Trustco United Field, from 08h00. Tickets can be purchased online at eticket.my.na (Early bird: N$150.00 | At the gate: N$200.00). Join for a day of fun, with local artists, various stalls, food, beer tent and more.
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Join the fun of tasting various wines at the Trustco United Sports Grounds in Windhoek at the Wine Show on Saturday, 30 July 2022. Entrance fee is N$150, and includes a wine glass. Get a FREE bottle of wine when you return the glass. Ticket enquiries: info@african-marketing.com or 064 212 700 / 061 383 800 Page 7 The Windhoek Connection, 26 July 2022
Check out our events calendar at
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Contact us to get your event listed. Free of charge.
Eat yo Dinnhe ? t out What’s for
Easy bread rolls Source: BBC Good Food Ingredients • 500g strong white bread our, plus extra for dusting • 7g sachet fast action yeast • 1 tsp white caster sugar • 2 tsp ne salt • 1 tsp sun ower oil, plus extra for the work surface and bowl
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Method • Tip the our, yeast, sugar, salt and oil into a bowl. Pour over 325ml warm water, then mix (with a spatula or your hand), until it comes together as a shaggy dough. Make sure all the our has been incorporated. Cover and leave for 10 mins. • Lightly oil your work surface and tip the dough onto it. Knead the dough for at least 10 mins until it becomes tighter and springy – if you have a stand mixer you can do this with a dough hook for 5 mins. Pull the dough into a ball and put in a clean, oiled bowl. Leave for 1 hr, or until doubled in size. • Tip the dough onto a lightly oured surface and roll into a long sausage shape. Halve the dough, then divide each half into four pieces, so you have eight equal-sized portions. Roll each into a tight ball and put on a dusted baking tray, leaving some room between each ball for rising. Cover with a damp tea towel and leave in a warm place to prove for 40 mins-1 hr or until almost doubled in size. • Heat the oven to 230C/210C fan/gas 8. When the dough is ready, dust each ball with a bit more our. (If you like, you can glaze the rolls with milk or beaten egg, and top with seeds.) Bake for 25-30mins, until light brown and hollow sounding when tapped on the base. Leave to cool on a wire rack. Page 9 The Windhoek Connection, 26 July 2022
Puzzle c n Can you find the 6 differences between these two images?
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The Windhoek Connection, 26 July 2022 e
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Creativity is intelligence having fun. – Albert Einstein The Windhoek Connection offers a platform for local businesses to reach local residents by means of a weekly newsletter distributed to a large audience on various platforms, which can all be accessed from your mobile phone. Advertise your events FREE OF CHARGE! The Windhoek Connection Email: nicole@windhoekconnection.com.na Telephone / WhatsApp: 081 237 3003
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The TheWindhoek WindhoekConnection, Connection,21 26June July 2022
Opinions expressed in The WINDHOEK Connection and our Social Pages are not necessarily those of the contributors, editors and / or employees. While care has been taken to ensure that information contained in this publication is true and correct at the time of publication, changes in circumstances after the time of publication may impact on the accuracy of this information. Neither the contributors and / or editors and / or employees accept responsibility for any errors or omissions. The WINDHOEK Connection PO Box 81296, Olympia, Windhoek, Namibia Email: nicole@windhoekconnection.com.na Telephone / WhatsApp: 081 237 3003