I’ve walked into hundreds of retail shops across Africa.
And some of them?
They’re not shops. They’re silent crime scenes.
Let me tell you what happened last week.
I entered a small spare parts shop. Three employees. All seated. All lifeless.
I stood by the door for a good 30 seconds. No one looked up. I coughed. Still no reaction.
So I walked in, picked up a car battery, and walked slowly toward the exit—just to see what would happen.
That’s when one of them finally looked up and asked:
“Baba, muri kuda kubatsirwa here?” (Sir, do you need help?)
Help? I could’ve left with the alternator, a tyre, and a dipstick—and they would’ve kept scrolling TikTok like nothing happened.
Same week. Different shop. This time, a clothing boutique.
The setup was worse. Employees sat like it was a family meeting. Phones out. Brows furrowed. Lost in social media.
I promise you—it was easier to steal than to buy. One customer walked in, glanced around, and walked out.
I followed her outside and asked:
“Why did you leave?”
She said:
“It felt like I had entered a private lounge. I thought I was disturbing something.”
Retail is War. Ask the Giants.****
Now walk into a KFC, Pizza Inn, or Chicken Inn. One thing stands out: No chairs behind the counter.
Why?
Because standing keeps you alert. Sitting leads to comfort. And comfort breeds carelessness.
Those fast-food attendants stand for 8 hours straight. Not because their employer hates their legs… But because they understand one thing:
You’re at work to work, not to post “bored at work” selfies.
Meanwhile, in many SME retail shops…
The shop attendant is now a part-time cashier, full-time influencer. Updating statuses like:
“So bored �� someone come buy something ����”
Madam? This is a shop, not your lounge. This is not your cousin’s kitchen—it’s a place of productivity.
Let’s Be Honest: Some of You Hired Furniture.****
Painful truth?
Most of these staff members aren’t lazy by nature. They’ve just been poorly led and poorly trained.
Many owners think paying a salary is enough. But if you don’t train them, motivate them, or supervise them…
You haven’t hired staff. You’ve hired furniture. Well-dressed mannequins with smartphones.
And some owners are even worse.
One boutique owner I know runs a “Buy 2, Pay for 3” promo.
Why? Because she’s always on Instagram—double-charging customers by mistake.
The Real Problem?****
There’s No Culture of Service.****
Most retail entrepreneurs think that if stock is on shelves, business is working.
But when was the last time you trained your team?
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Do they know how to upsell without being annoying?
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Do they greet with energy, or with the same tone they use for nosy in-laws?
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Do they even know how to close a sale?
Here’s the Fix:****
Wake Up Your Team… or Lose Your Dream.****
If you’re in retail, here’s what you need to do now:
1. Ban Phones During Shifts** ** Unless it’s business-related, phones should stay away. Otherwise, install CCTV and call your YouTube series “Chronicles of Useless Employees.”****
2. Remove All Chairs** ** Chairs are for the unemployed. Let your staff sit at home if they’re tired. Work is not a picnic.
3. Train. Then Train Again.** ** Customer service isn’t magic. It’s a skill. Train your team on how to greet, serve, sell, and recover angry customers.
4. Lead by Example** ** If the owner is always late, dressed like a Sunday uncle, shouting on the phone in front of customers…
What culture are you building?
5. Reward Results** ** Give bonuses to the most active staff. Set targets. Keep score. People rise when they know they’re being measured.
Final Thoughts:****
You’re Running a Shop, Not a Museum.****
Customers shouldn’t walk into your store and feel like they’re interrupting nap time. Or worse—like they’ve entered a place where touching things is forbidden.
You are not just selling batteries and dresses.
You are selling experience. You are selling trust. You are selling service.
And if you can’t deliver that?
Then maybe invest in actual statues. They’ll cost less—and at least they won’t waste your WiFi.
#RetailTruths** ** #WakeUpTheTeam** ** #ServiceIsTheProduct** ** #RetailIsWar** ** #CustomerServiceAfrica** ** #SMETransformation** ** #FromVendorToVisionary** ** #NoMoreStatuesInShops****
