Second project of the trip: Evaluate the current customer service levels and create a standardized Client Engagement Process that can be used as the retailer opens anywhere from 6-8 new stores in 2014.
Wednesday and Thursday were spent in the field visiting the water retail stores, interviewing staff and going to client's home for customer service feedback. They were extremely happy with the product, clean drinking water is not a regular commodity in the area. The organization offers 10 liters of purified water (which they do in their shop) for 100 KES/$1.17 + delivery for an extra 20 KES. Most clients can afford to pay for one 10L jerry can per week, though a monthly subscription for upfront payment of 360 KES (which means 90 KES per jerry can + free delivery) is offered. The discount is incentive to purchase in advance but clients struggle to have the cash up front.
Some staggering facts:
Highlight from Wednesday: As we left one of the clients homes and I slipped my shoes back on, I quickly realized that her chickens had left some presents inside…amusing in retrospect but a bit challenging in the moment.
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| how water is transported from local boreholes - this is not purified and extremely salty |
Wednesday and Thursday were spent in the field visiting the water retail stores, interviewing staff and going to client's home for customer service feedback. They were extremely happy with the product, clean drinking water is not a regular commodity in the area. The organization offers 10 liters of purified water (which they do in their shop) for 100 KES/$1.17 + delivery for an extra 20 KES. Most clients can afford to pay for one 10L jerry can per week, though a monthly subscription for upfront payment of 360 KES (which means 90 KES per jerry can + free delivery) is offered. The discount is incentive to purchase in advance but clients struggle to have the cash up front.
Some staggering facts:
- In Kenya, only 61% of the population have access to clean water sources.
- Worldwide, 1 of out 5 deaths of children under 5 is due to water-related disease.
- 3.5m people die each year from water-related diseases.
Highlight from Wednesday: As we left one of the clients homes and I slipped my shoes back on, I quickly realized that her chickens had left some presents inside…amusing in retrospect but a bit challenging in the moment.
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| beef pilau lunch in Rongai - 200 KES/$2.35 |
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| Pipeline neighborhood, low income and full of students/YPs |
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