Online Reporter
Your Money, Your Call
Cresencia Marjorie Chiremba
IN a small shop tucked between hardware stalls and cellphone kiosks in downtown Harare, a simple transaction turned into a quiet standoff that speaks volumes about the customer service culture in Zimbabwe.
Last week, a local shopper walked into the store, hoping to buy solar lights. He had the money and the product was in stock. But what should have been a straightforward sale ended with the customer walking out empty-handed, not because of the price or quality, but because of attitude.
According to the customer, the cashier on duty told him she had no change for his US$10 note.
He offered to wait.
Over the next several minutes, other customers came and went, many paying with smaller denominations. But the cashier refused to engage him further, ignoring his presence and continuing to serve others. After waiting patiently and being repeatedly overlooked, he left the shop — frustrated, disappointed and without the solar lights he had come for. “It was not about the change,” he later explained.
“It was about how she made it clear I was not worth the effort.” This incident may seem minor, but it is emblematic of a deeper issue plaguing many retail spaces in Zimbabwe — the erosion of basic customer courtesy.
In a country where every dollar is hard-earned, the least a customer expects is to be treated with dignity. Yet stories like this are becoming all too common.
The “no change” excuse has become a familiar refrain in shops across the city. Sometimes it is genuine.
Often, it is a tactic to nudge customers into spending more or accepting sweets and chewing gum as makeshift currency. But what happens when it is used to stonewall a sale entirely? Business experts say it is a missed opportunity — not just financially, but reputationally. Customer service is not just about smiling and saying thank you.
It is about respect. It is about recognising that every customer who walks through your door is choosing to spend their money with you. When you dismiss them, you are not just losing a sale — you are telling the community that they do not matter.
In this case, the shop attendant’s refusal to make an effort — despite clear opportunities to resolve the issue — raises questions about training, accountability and cultural sensitivity.
While many foreign-owned businesses have become fixtures in Zimbabwe’s retail landscape, bridging the gap between transactional efficiency and relational courtesy remains a challenge.
It is not about nationality; it is about business culture.
Whether you are a local or a foreigner, if you are operating in Zimbabwe, you need to understand what respect looks like here.
The incident also highlights the power of the customer voice.
Though the shopper did not raise his voice or demand attention, his quiet protest — walking away — was a statement in itself.
And, as more Zimbabweans begin to share their experiences online and in community forums, businesses are being held to higher standards. Some local platforms are amplifying these stories, turning everyday frustrations into teachable moments and advocacy campaigns. The goal is not to shame businesses, but to encourage reform, dialogue and better service for all.
As for the solar lights? The customer eventually bought them elsewhere.
But what is needed is to shine the light on the attitudes that drive — or derail — our daily transactions, because in the end, it is not just about change. It is about choosing to change.
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
Online Reporter