Online Reporter
Your Money, Your Call
Cresencia Marjorie Chiremba
WE have all been there — rushing through errands, juggling bags and forgetting something important in the blur of it all.
For one customer visiting Karoi recently, that moment came with a satchel left behind at a busy supermarket counter.
What followed was not just a recovery; it was a powerful reminder that exceptional customer service and integrity still exist, sometimes quietly and extraordinarily.
The customer had travelled to Karoi to visit relatives.
Realising he had forgotten his toiletries, he popped into one of the big supermarkets in the town’s central business district.
Like many shoppers, he left his small satchel at the counter.
It was not a designer bag; it was not flashy. However, it held personal items he could not afford to lose.
As he queued to pay, the relative he was visiting arrived unexpectedly.
In the excitement, he paid for his items and dashed out to the waiting car — forgetting the satchel.
It was not until they reached their destination that the sinking feeling hit: He had forgotten the bag.
Now, this is where many stories take a turn for the worse.
But not in this case.
Determined to try his luck, he searched online for the supermarket’s contact details and made a call.
To his relief, the staff confirmed they had found the satchel and had kept it safely.
They asked him to come and collect it, but when he explained he was now too far away, they did not hesitate.
He could send someone on his behalf, they said, but they would need to confirm the identity first.
He sent his sister.
Before handing over the satchel, the staff called him directly to verify she was indeed the person he had entrusted.
Only after receiving confirmation did they release the bag.
When she opened it, everything was intact — every item, every document.
“I did not expect that level of care. They did not just keep the bag safe — they made sure it got back to me properly. That kind of service is rare,” he said.
He was so impressed that he has already made up his mind that if he ever returns to Karoi, he plans to personally thank the staff with a small gift.
“They deserve it. They did not just do their job — they showed integrity.”
In an era where customers often feel unheard or rushed, this experience stands out.
It was not about flashy gestures or scripted apologies; it was about quiet professionalism, basic courtesy and doing the right thing.
We often use this platform to highlight the good, the bad and the frustrating in Zimbabwe’s customer service landscape.
And while we have covered our fair share of poor treatment and unresolved complaints, it is just as important to spotlight the wins — those moments when a business genuinely gets it right.
This Karoi supermarket did not ask for praise.
They did not post about it or turn it into a marketing moment. But they earned a loyal customer that day — and perhaps a few more, now that the story is out.
So, here is to the staff who took a forgotten satchel and turned it into a story of
trust.
You reminded us that good service is not just about transactions — it is about people.
And to the rest of us? Let us keep sharing these stories. When service is this good, it deserves to be celebrated.
Cresencia Marjorie Chiremba is a marketing and customer service consultant, customer experience columnist, and sales and service trainer. Contact details: [email protected] or +263712979461, 0719978335, 0772978335, www.customersuccess.co.zw
