14. ‘GOOD’ IS NOT GOOD ENOUGH – EXCEED YOUR CUSTOMERS’ EXPECTATIONS

The Case of the ‘Non-concealable Truth’

Eliya switched on his Television set to watch the early morning news, as he settled down in his posh leather office chair.  Unlike other days, he had decided to make it early to the office since he had been away for some weeks. 

As was the norm, the chief executive started off by signing checks that had been neatly placed in a file labeled ‘Urgent’.  But one check struck his attention more than the rest: payments for the gratuity of his driver Kyolaba, who had served the executive faithfully for several years.

Kyolaba had joined the organization when he only had a primary school certificate.  Being a faithful man, Eliya had made sure that Kyolaba gets sponsorship for further education.  Amazingly, not only had the driver acquired O- and A-level certificates, but had actually successfully completed a Diploma in Business Studies through evening classes.  However, this blessing had come with some bitter fruits, since the now ‘educated driver’ had been offered another job somewhere else. 

For Eliya, the news of Kyolaba’s advancements meant losing his most trusted driver, albeit during a very busy business season.  Forthwith, Sanyu, the HR Manager had to advertise the post of CEO’s driver immediately, moreover, in line with Eliya’s expectations.  The executive had been unmistakably emphatic about the qualifications of the driver.  “I have to get someone as good as Kyolaba, and will settle for nothing less” he had insisted. 

The search for the driver had surprisingly been shorter than anticipated.  In fact, the day before, Sanyu had informed the executive that they had successfully identified a good driver named Tunza.  The manager had elaborately narrated how the driver had won the hearts of the interviewing panel, particularly when he mentioned that he was not just a driver, but a mechanic as well.  Eliya was pleased with Sanyu’s explanations.  The fact that the driver had ‘vehicle maintenance skills’ was a definite plus, since the CEO’s work involved a lot of village trips.

Soon thereafter, the new driver reported for work.  And, a few days later, Eliya was ready to travel upcountry.  The CEO’s first encounter with the new driver dismissed any doubts that Eliya may have hoarded regarding finding a suitable replacement for Kyolaba.  For not only was Tunza well-groomed, but the driver was agile and had the flair of a professional chauffeur.

No sooner had Tunza loaded the executive’s luggage in the boot, than they were on their way.  Being early in the morning, the roads were crowded with traffic to the point that Eliya decided that rather than ask the driver to stop so that he buys some newspapers, they could do that sometime later.  Thence, once they had made it through the city traffic, Eliya instructed Tunza to stop.  However, after the executive had paid for the papers, the car refused to start.  But since Eliya had been informed that the driver was a mechanic, the executive relaxed, knowing that the problem would soon be taken care of.

“I will fix this right away, Sir”; Tunza said reassuringly as he jumped out of the driver’s seat, proceeding to open the bonnet.  However, much to the executive’s frustration, the driver did not seem to be making any headway. 

“What is wrong?”, asked the CEO with unhidden impatience.  Tunza explained that the car seemed to have got a very big problem, but could not actually pinpoint what the issue was. 

Eliya was relieved when a short while later, a good Samaritan stopped by.  The driver, Mwatu peered out of the window to inquire if he could be of assistance.  This was when Tunza explained that the car had refused to start.  However, it took the good Samaritan no time before he discovered that the car’s ignition fuse had blown.  And, as one could imagine, as soon as Mwatu had assisted Tunza to replace the fuse, the car started. 

This was when a shocked Eliya discovered that Tunza was not the mechanic that he had made the interviewing panel to believe.  At that juncture, the CEO called Sanyu, blaming her for having given him a fake driver cum mechanic.  “He could not even fix such a small problem!” he complained, his harsh voice resounding above the highway motorcade.  “I am returning to the office…, and make sure that you have another driver ready for me tomorrow”, he ordered.

After blowing up the Manager, Eliya requested Mwatu for a lift back to town, leaving the ashamed and apologetic new driver speechless.

I narrated this story when emphasizing to some new recruits regarding the need for them to fulfill and exceed their work obligations.  I told them that disappointments and complaints always happen as a result of unfulfilled customer expectations.  If employees are not what they promised during an interview, the chances of keeping their jobs could be very slim since their lies would soon be discovered. 

As many know, a secret will not remain hidden forever.  Truth always comes out…, it is all just a matter of time!