Best and Worst Service Providers 2016

  • Upgrade of Kigali International Airport

    The upgrade of Kigali International Airport (KIA) is nearing its completion. How has the project progressed over the past few months?

  • Care Beyond Cure

    When the doctors pronounce, “there is nothing we can do”, the patient is referred for “palliative care”.

  • Honest Communication

  • Chez Lando Hotel

Publishers Note


( 2 Votes ) 


Africa is indeed the fastest growing economy today

If you are in doubt, just look at all the summits around the globe to which our leaders are now invited. The million-dollar question however is, “Who will benefit from this economic growth?” Whenever I see Chinese drivers, masons, electricians, petty traders in our countries, I wonder why they are allowed to do these jobs that should be reserved for local people. A discussion with an African engineer in construction helped me understand how difficult it is to get skilled, versatile local people.

Africa’s economic growth is not just a news element, yet not many seem to be ready to embrace the opportunities. Getting ready implies that we plan accordingly. Will we be ready to embrace the opportunities in 2035?

The youth of Africa represents more than sixty-two percent of the continent’s population; 600 million is below the age of 25years. Among this population, how many are being given the right education, technical, vocational, formal or informal training? How do we get ready? The priority in every single country should be on education. We should all strive to upgrade our knowledge, access information, train to be better than we are today. We should all leverage our talent and energy to create dramatically higher levels of prosperity and equality.

Youth of Rwanda, youth of Africa, there is no need to take the risk of losing one’s life on the shores of different oceans thinking the pastures are greener on the other side.  The future is here - in Rwanda, in Africa! Things are changing and the world will actually come here for the same green pastures many think are on the other side. It is for these reasons that it is crucial we all get involved in preparing ourselves and get ready for the numerous opportunities to come. No day should be wasted. Use each single day to learn something new. Knowledge is power and information is key. Invest in them. Don’t wait for others to bring you that knowledge. We hope the information and knowledge we are offering you in this issue will help you shape your understanding of the businesses environment in Rwanda.

Airtel has been working very hard to get grounded on the Rwandan market and we are extremely happy to share insights from their Managing Director with you. We have also compiled more than 30 articles in English, French and Kinyarwanda so that you can upgrade your skills on matters that will help you become more efficient in your work.

Remember that the future of your life, family, community, country and continent depends on what you and I do each single day. Let’s get prepared for tomorrow. The future will only be bright for those who have prepared themselves. Be on that boat - luck is what happens when preparation meets opportunity.

Enjoy the reading.







  User Rating:  / 2
( 0 Votes ) 


Hurray!  We are five years old!

I first came to Rwanda fifteen years ago to offer training on Quality of Service at the then Accor Hotel, Novotel Umubano. It was a short visit, only a week but I still remember the resilience and the quest for knowledge in the eyes of my trainees.

My second visit was in 2007 when my husband accepted a job in Rwanda. That was the beginning of my unshaken love story with this intriguing country because even after he finished his contract and we moved to Gabon then latter to Congo Brazzaville, I decided to continue with my professional activities here.

Rwanda offered me the opportunity to do things I love: write, train, consult, paint, manage companies, become a columnist and a confirmed mystery shopper. It is in Rwanda that I got more involved in many social and sporting activities.

While in Rwanda, I published my first handbook on Customer Service before becoming a Publisher of The ServiceMag. Today, looking back, I still cannot believe it has been eight years in Rwanda and five years of The ServiceMag.

Today, I can humbly describe myself as an advocate for improved service delivery in Rwanda and in many other African countries. True, I was lucky I came to this country at the right time when the Government had decided to tackle the issue of poor service delivery. I am proud of myself because I seized the opportunity, worked very, very hard through the constant support of my husband, of readers and the good people I am fortunate to call my friends.

Publishing a quality magazine with articles in the three languages of Rwanda and distributing it free has been a permanent challenge. Many people still wonder how we managed to survive and remain consistent with each of the 22 issues we produced.

Our passion for Rwanda and excellent service provision in our beautiful Africa has been the real backbone of our work. Throughout these five years, we did not become financially richer with the magazine but we are immensely proud of the impact the magazine has on the entire business community.

I must confess though, that publishing this magazine has been the most difficult job I have done in my entire professional life. For each single issues, it was a struggle to get advertisers onboard and achieve the quality we aimed at especially as we rarely had sponsors to support us.

Now it is time for The ServiceMag to move to another level with new people who will continue to sensitize for improved service. The level of service delivery in Rwanda is still very low and it is important that many SMEs embrace good business practices.

As for me, it is time I move on to other projects. I will obviously still have to work very hard on my new plans but I am optimist because this magazine has been the best school I could ever dream of in terms of learning. Rwanda will forever be with me and I will fearlessly continue to advocate for Rwanda no matter where I am an in any new capacity I find myself in.


Farewell! May God bless you! 

  User Rating:  / 0
( 1 Vote ) 


Over the past months, I have been working hard for a smooth transition with a new Publisher who was meant to take the ServiceMag to the next level of growth. Sadly, things did not work out and I am back to square one trying to make sure the boat does not sink.

  User Rating:  / 1
( 0 Votes ) 


Last week I shared lunch with Yeho, a childhood friend I last met in Zimbabwe in the 60s. He is now a senior marketing executive with one of the largest pharmaceutical companies in the United States. After learning that he had been around for several weeks, I was, as a customer service strategist and consultant, curious to hear what he had to say regarding our level of customer service vis-avis his experience in the US.

  User Rating:  / 0
( 3 Votes ) 

I met Graham, a young Kenyan aged probably 22 on a Matatu recently in Mombasa. He jumped on the bus while it was still moving and then realized there was no free seat. As if that was the norm, he simply bent down and squeezed himself between another passenger and myself.  Much as I tried to be accommodative, I could not resist asking him why he did not wait for the next bus. His answer, in English that would have made Queen Elizabeth very proud, was simple “I have to arrive at my destination on time and how I get there is not as important as being there on time.”

  User Rating:  / 3

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