What Customer Service ought to be

As is the norm in this part of the world, we lost power after nearly an hour of heavy rain.
What we thought would be a 2–3 hour power outage turned out to be a 3 day blackout. Having previously installed a power backup system within our office, we weathered the blackout but on the 3rd day, the batteries were totally drained and work ground to a halt.
After screaming at the utility company for the N-th time to fix the outage, I placed a call the company that installed our power backup system to see if they had any magical charging solutions they could deploy. Sadly, they didn’t but I was impressed when they offered to pick up the batteries from our office, take them to their office, charge them and return them, at no cost.
The empathy they showed at our plight frankly baffled me, so much so that I found myself doubting their offer, I mean, this is Uganda, right? What totally convinced me was when one of their teams doing work within our area called to confirm what time they should come to execute the plan.
Thankfully, the utility company came through and restored the power so we never got round to taking them up on their offer.
We’re not their biggest clients but it’s quite flattering to reflect upon their offer.
To appreciate the extent of their offer, you need to acknowledge the task involved in moving batteries back and forth.


A single battery, though modest in size, weighs anywhere between Mike Tyson and that secondary school bully who towered over everyone, that and the fact that our offices are on the 3rd floor of a complex with no elevators, says a lot about their offer.
Needless to say, we recently contracted them to set-up a similar solution for our disaster recovery site. We didn’t even bother considering alternative companies for the task.
They’ve definitely shown us what customer service ought to be.
When you next engage us, we’ll strive to go the extra mile after all, we’ve got the best inspiring us to be better.
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