Sustainability is a Relationship with Your 'Trio-self.'

An aha moment, is when I realized sustainability is an inside-out process.  As, I watched the ‘Pursuit of Happiness’ for the umpteenth time yesterday, I was reminded of the powerful words by Christopher Gardner, when he spoke to his son, ‘You got a dream... You gotta protect it. People can't do somethin' themselves, they wanna tell you can't do it. If you want somethin', go get it. Period.’  I began to revisit my personal vision and goals, as I often do, primarily the one about promoting the importance of building a community-centered culture around sustainable development.  It is so easy to think that sustainability is something outside of us, something we aim to fix, externally.  One could not be further from the truth.  I am instantly reminded by a Suzie Orman’s conference I attended in Johannesburg in 2008 about the ‘8 Qualities of a Wealthy Woman.’ I will refer to the quality no.1: ‘Harmony' - , harmony is when what you DO, what you THINK and what you SAY are in agreement, which I will refer to as the ‘Trio-self.’  That means, it starts with the individual’s mindset and value system.  Sustainability is about personal development, it’s not necessarily primarily about the environment.  Though the environment in effect, is a byproduct of the individual effort we put in our personal development and the communities we choose to participate in and give back to.  So before, you embark on ‘saving the planet’ one needs to make sure your house is in order; because the journey to building sustainability-centered community is a road not only less travelled but has many potholes; strayed wildlife and domestic animals in the way.  Developing a competency development model for yourself may help you identify where the relationship with yourself is and how to improve it, if one needs to.  Why a competency development model?  By visually drawing a map of your learning processes one is able to keep track of your progress and maintain your focus on your ultimate goal.  To be honest, I had not anticipated personal development to be such a key component in sustainable development.  Thus, mapping a customized competency model for myself allowed me to revisit and structure my learning process. During this process, I realized that if I am going to be a driver and ambassador of sustainability; knowing and understanding the darkness as well as the light that resides in myself, as an individual will help me equip myself for the battle(s) ahead.  Below highlights 5 key aspects that form part of my competency development model that I would like to share with you, which are inspired by the Johari Window Model (Alan Chapman, 2003):

1)     Journaling – Keeping a journal assists in self –reflection.  Putting your thoughts on paper daily, weekly or monthly has an ability to give life to your dreams. Some may find journaling an uncomfortable or foreign concept.  So, perhaps unless you have tried and are absolutely certain it is not for you.  Consider opening yourself up to the process.  You might be happily surprised.

2)    Develop action plan – You have heard the statement ‘one can only eat an elephant, in one bite at a time.’  Action planning helps one breakdown your goal/vision/dream in bite sizes.  It is a way of asking ‘what do I need to do, and how often do I need to do it, so that I can achieve my dream.’  In fact this concept is not new.  Leaders have used this concept in strategic plans, but somehow leaders forget that they too need one as an individual.  Build a personal strategic plan for yourself.


3)    Execution of action plan – Execution has the propensity to be an Achilles' heel in this model.  This is because procrastination is your ultimate enemy and the longer one postpones putting into action the plans which you have developed in point 2.  You will be unable to realize your dream(s).  Point 3, is the HEART of the entire competency development structure.  We all know that the heart is a critical organ to the human anatomy.  The main function of the heart is to circulate blood to the entire body, which in turn gives us life.  Likewise, if I am not executing my action plans.  Then I am depriving myself the opportunity to fulfill my dreams in the long-term.   

4)    Self-management – is the ability to manage and motivate oneself.  I do this by making sure I surround myself with positive people who are passionate about business and sustainability.  I read books, articles and attend seminars on issues that identify with my dream(s). 

5)    Leading others – is the ability to inspire and motivate your colleagues.  One can volunteer your expertise/talents to a local NGO, church, or an association.  

Whilst the insights offered seem prescriptive, it is important to allow a level of flexibility in your competency model.  That means, one has to have the ability to adjust, change or redefine specific action plans.  Once you begin to build sustainable personal models for yourself, you will begin to demand a better quality of life; better products and services offerings from local business’/retailers; better governance in local municipalities, provincial and national governments.  Sustainability is full circle.  It’s about having a healthy relationship with your ‘trio-self.’

Copyright @ 6 February 2012.  BlogSpot by Tambu Ndoro, Strategist at Hanga Consulting and Principal Director of Ndoro Resources (PVT) Ltd, (2011). Visit www.hangaconsulting.com on Sustainability Workshops: Social Entrepreurship; Sustainable Marketing, Strategic Leadership and Change and Innovation Management.  Blogger for Hello Harare visit www.helloharare.co.zw

Suggested related readings from my blog NEW CONSCIOUSNESS:
http://tambu-ndoro@blogspot.com

1.    “The New Consciousness: Sustainability”:
http://tambu-ndoro.blogspot.com/2011/01/new-consciousness-sustainability.html

2.    “Building Sustainable Business Models”:
http://tambu-ndoro.blogspot.com/2011/08/building-sustainable-business-models.html

3.    “Note to my Recruitment Memoirs”:
http://tambu-ndoro.blogspot.com/2011/02/notes-from-my-recruitment-memoirs.html

4.    “Part1: The Ramblings of an African Child”:
http://tambu-ndoro.blogspot.com/2012/01/part-i-ramblings-of-african-child.html

Networking With A Value-based Purpose

The 27th of January 2012 marked a very important professional highlight. We launched our first Who’s Who Networking Club  (WWNC) that brings corporates and suppliers together at Totem Shumba Venue and Decorative Wrought Irons Works and Crafts, visit (http://www.facebook.com/pages/Totem-Shumba-Estate).   

WWNC is an initiative by Hanga Consulting and Chido Advertising started in January 2012.  It was a success in spite of a 20% attendance.  For those who came, Hanga Consulting and Chido Advertising had a formal power-point presentation of their respective companies and service offering.  In a nutshell, the purpose of the WWNC is for suppliers to network with potential corporate clients and vice versa.  So, often for an entrepreneur /business leader it is essential and detrimental to the existence of our business’ to understand 1) the value in discovering potential business opportunities as a result in meeting at an informal gathering; 2) the importance of understanding our suppliers’ corporate-values prior to signing on the procurement contract and most of all 3) the significance in building trust-based relationships prior to meeting in the boardroom. 
I will tell you why someone like me would benefit from WNCC.  My business model is building and implementing sustainable business models for corporates, NGOs and Government by offering our expertise in project management, strategic formulation, performance evaluation, and change and innovation management.  In addition, because Hanga Consulting slogan is ‘Think Ahead: Sustainability First’ we provide four key workshops in areas around sustainability: Social Entrepreneurship; Sustainable Marketing; Strategic Leadership and Change & Innovation Management.  What we have to offer to our clients requires an entire understanding of Zimbabwe’s market systems from input suppliers to end market buyers.  Therefore, my suppliers would be private sector stakeholders, such as producers, processors, the financial sector, transporters; who supply products like stationery, software or even a business bank loan(s); whereas public sector institutions such as local government, regulatory bodies, research institutes and education institutes supply Hanga Consulting with knowledge, centered at the heart of consulting, training and research.  In turn, through partnering with them, we are able to identify and analyze key constraints to development in their value chains; such as “how do we bring an affordable product to market to a low disposal income-earner;” or “how does investing in research and development (R&D) help the business” or from the perspective of public sector “how can investing in R&D in an industry create employment?”  So, in essence Hanga Consulting stands to benefit tremendously for participating in WWNC.

Whilst the benefits are self-evident, it is important to borrow some insights from Dr. Tendai Ndoro-Stanback’s World of Entrepreneurship blog-page.   Dr.   T. Ndoro-Stanback the Author of “Networking: Success OR Are you working yourself into a ‘Net’?” identifies some key important elements to remember what networking IS:

1)    It is about ‘farming’ – fostering a long-term relationship. So, like courtship, take your time in nurturing that relationship.
2)    It is about ‘serving’ – this is much like point one, but this more to do with listening; having a dialogue with your potential client.
3)    It is about ‘knowing’ your client.  Pre-empt your script of ‘what’ they are and focus on WHO they are professionally.
The full article can be found at http://docndoro.blogspot.com/2011/04/networking-success-or-are-you-working.html

So, here’s to building long-term supplier relationships and fostering value chain based approaches which add value to Zimbabwean products and services.  Your customers will not only reward you; but it will enhance your customers’ loyalty to your business.  Your customers, become the benefactors of products and services that you have taken the time to improve and value propositioned in partnering up with the right suppliers for your business.
 
Copyright @ 31 January 2012.  BlogSpot by Tambu Ndoro, Strategist at Hanga Consulting and Principal Director of Ndoro Resources (PVT) Ltd, (2011). Visit www.hangaconsulting.com

Part I: The Ramblings of an African Child

For last past decade there had been speculations that Zimbabwe is under sanctions.  This is as a result of Zimbabwe Democracy and Economic Recovery Act (ZDERA) of 2001.  According to Wikipedia "It is the policy of the United States to support the people of Zimbabwe in their struggle to effect peaceful, democratic change, achieve broad-based and equitable economic growth, and restore the rule of law.”  The act proceeds to state that it holds the leadership of Zimbabwe accountable and any other country that chooses to provide any form of assistance to the leadership of Zimbabwe; will face the wrath of the U.S. Government.   That is why, it is not surprising, not long ago last year when the Presidential Team was scheduled to be in Sweden for the UN Summit,  President Robert Mugabe, the Prime Minister Morgan Tsvangirai and a few selected Cabinet Ministers where refused entry by the Swedish Government to attend the Summit hosted by the U.N., a non-political organization.

I am not a politician, nor a political analyst, however, it does not take a political scientist to figure out that the U.S. wants some piece of action from the economic resource-rich country under the guise of transition to democracy Act.  The U.S has allowed De facto one-party government such as Libya and Iraq for such a long time without such sanctions against them.  Perhaps, that is because both countries have oil so it make common sense for the U.S.  to have U.S. military bases in those countries to physically protect their interest.  What makes the story of Zimbabwe interesting is that, it does not have oil so we should not expect any U.S. troops landing into the country under the guise of protecting the people of Zimbabwe.  In addition, it doesn’t help that since President Barak Obama was elected into the Presidential office since 2008, he has neither acted nor said anything with respect to removing this Bill.  After all, most would expect a first generation African American to be more in touch with the plight of the Zimbabwean people just by the virtue of the color of his skin.  Think again.  In fact, in 2001 when the Bill was passed wasn’t Obama a Senate in the House of Representatives?  So, he already has his signature on the Bill prior  to being the most powerful man in the World….

But all is not lost, thanks to the African Commission founded in 2008 and headed up by the Danish Prime Minister Lars Rasmussen, Zimbabwe has an ally to assist in restoring it socio-economic health in spite of the complex nature of the  Political environment.  What I like about the African Commission is that it leaves the politics to the politicians, and instead becomes a goodwill ambassador in the development of human capacity in Sub-Saharan Africa through its initiatives.  It seeks to revisit and relook the poverty alleviation framework of Development Aid for the region and replace it with a private sector-led framework that empowers the region to be less dependent on Development Aid.  It offers solutions to the region where it makes the individuals and private sector the recipients and custodians of financial assistance and not the Government as per the original Development Aid model.  The African Commission follows the same ethos as the International Finance Cooperation (IFC).  So, why are they so special?  Because IFC has the U.S as a major partner and remember any influence the U.S. has on an international organization, ZDERA is in full force.  Thank goodness for DANIDA for coming up with the African Commission and encouraging the participants of influential Sub-Saharan leaders.

Whilst this offers some form of peace of the mind, in the minds of Zimbabweans, it is important that the leaders of the tomorrow i.e. the African Youth adopt ‘the Jewish Phenomenon’ approach in protecting Africa from opportunists who come with an olive branch.  Steven Silbiger, the Author of THE JEWISH PHENOMENON came up with 7 points of why the Jews in America and worldwide continue to endure wealth.  Point 2: Take Care of Your Own and They Will Take Care of You resonated with me the most.  You see, according to the author who is also Jewish, he states that Jews understand that when the community serves itself, it also controls its own destiny.  That means, as long as we are not willing to sacrifice our personal luxuries and direct some of our funds in building our nation; as opposed to receiving it from outsiders; we will continue to suffer as we become subordinates to the funding group.  As the Jewish proverb states: He who pays has the say.  

So RISE UP Zimbabwe, let’s get rid of ‘the damsel-in-distress’ syndrome and start supporting our own communities by patronizing Zimbabwean Businesses only.

Copyright @ 22 January 2012.  BlogSpot by Tambudzai Ndoro, Strategist at Hanga Consulting and Principal Director of Ndoro Resources (PVT) Ltd, (2011)

‘Learn Not to Catch the Ball’: Key Lessons Learnt About Personal Leadership

When I look back at my personal development through to my adulthood, when it came to team sports such as basketball, hockey, tennis-doubles and even volleyball, one of the fundamentals was to learn to catch the ball, or learn to tackle to obtain the ball, or learn to cleverly pass the ball.  Such lessons learned showed that you are a team-player and good sportsmanship.  As a result, I would take these lessons into every sphere of relationships, either personal or professional.  That means,  unconsciously I grew up with the inept sense of wanting and needing to catch ‘balls’ either of an emotional or psychological nature in both platonic and romantic relationships.  This realization came about after my Aunt who resides in the USA came for a 4-week visit to Harare this Christmas holiday to have her traditional and white wedding, of which I had the honor of being her maid-of-honor.  After witnessing a few family dynamics between me and family members she said to me one day,‘Tambu, you need to learn not to catch balls.  People are constantly, presenting balls in front of you but that doesn’t mean you must pick them up and run with them.’  Speaking metaphorically, is how my Aunt communicates, in fact, it is a Shona way of communicating sometimes controversial or uncomfortable topics.  Therefore, I understood the context in which my Aunt was referring to, in addition, she provided examples about me being in the ball-catcher mode.  In laymens terms, the metaphor means that when people come with a problem it is not necessarily yours to do anything about it.  Learn not to participate.  You will find that they were not necessarily seeking a solution to it but wanted to pass on the problem to you so that you are accountable and responsible for seeing it through even though it is their emotional-luggage to carry.  I reflected on this insight and began to see how eventually I found myself in the middle of drama, hook, line and sinker around family members and/or colleagues who are the ball-carriers and ball-throwers and these are the 5 key lessons I learned how not to catch other people’s balls (in no particular order of importance):

1)       Listen but neither nurse the grievance nor act to resolve it – This is when someone presents their dilemma in a way that is theatrical and entertaining to get both your emotional and psychological attention.  This happens when the person (without your awareness or knowledge)  has been rallying for support for their grievance against their ‘enemy’ and only seeks to win your favor in ganging up against their ‘enemy.’  Before you know it, you are not only part of the problem, you now have adopted the victim’s enemy as your own.  So not only, are you in a warzone at night but you are neither qualified, equipped, prepared and lack deep insight into the problem to fully win the ‘battle.’  Hence, the wise saying: ‘choose your battles wisely,’ speaks insurmountable truths!  You have just caught a very huge ball for yourself.

2)     Understand the Environment – In business one is always taught to conduct a market and environmental analysis before entering.  This is because if one decides to implement a business plan prior to doing proper research they will find the life of their business will be short-lived and penniless.  Therefore, when entering a community-dynamic that you are unfamiliar with, especially if you are like me who has lived abroad mostly for approximately 10 years and you come back home assuming that community-dynamics have remained unchanged you are mistaken.  For example, I had a young woman come to me with some family problems.  This young woman happened to be the sister of my aunt’s (my mother’s sister-in-law’s) close friend.  In short, I naively counseled her using examples from the dynamics of my family (as I have always done in my life) and in turn takes that information and twists it in a manner that leaves her older sister (close friend to aunt) needing to make a ‘ball’ out of it and pass it on to my aunt.  The irony is, at the first knowledge of my aunt receiving this information she neither confronted me nor seeked to understand my version of the story.  Hence, my aunt also contributed to building the ball from a ‘hockey-sized-ball’ to ‘basketball.’  In essence, by the time my aunt received her friend’s numerous earful versions of my counseling sessions to the young woman she was now passing on the ball that her friend had created, and adding to its formation by choosing to participate in support of the close friend’s grievance instead of choosing not to be involved in the 26 year old’s issues and instead seek to warn me as her niece and not reprimand me as an enemy of the state for choosing to act like a good Samaritan to a disguised damsel-in-distress. 

Warning note: Beware of emotional vampires in an environment you are still trying to understand.  This leads us to point number 3.

3)  ‘You have the right to remain silent’ – Have you ever watched Law n’ Order TV series or any American detective series.  When they initially arrest someone, the first thing the police say to the arrested civilian is ‘You have the right to remain silent, anything you do or say will be used against you in the court of law…’  The court of law in this case is the community you choose to live in.  They are judges and the prosecutors who decide whether you are a vocal threat or not to their community.  Much like my naivety in point 2.  Stick to not offering any advice no matter, how good natured, loving and friendly person you are.  Instead, say absolutely nothing until you understand the community-dynamics and the role you effectively play in it.

4)   Learn to be your own personal leader – There is a saying that says that one is either a leader or a follower.  I am here to say that it is not that black n’white.  In fact, one needs to learn to be both.  This is because the emotional vampire is an autocratic leader.  That means, they always seek to have followers promote and endorse their grievance in their absence.  This is done but planting seeds of doubt in the minds of the people they grieve to, about their target. This psychological game is designed to turn one into an unwitting, loyal follower of causes, to which you seek not to be part of.  If you don’t have one already, develop a moral compass where you do not allow your values to be compromised. This inevitably can be a lonely journey especially if the community-dynamics has adopted a culture of autocratic and rigid conformity.

Warning signs: They are always bearers of bad news; always full of excuses/long stories of why they don’t have your corner when you need them; it’s a relationship based on ‘if you cratch my back, I will cratch yours’ philosophy. 

5)     Keep a poker face – The ball-carriers n’throwers are like vampires on a hunt for fresh blood.  Any signs of willingness to catch the ball and run with it will be to their advantage.  Develop an expressionless face even with your family members that you have known all your life.  This will help you a long way in becoming on the ‘useless’ list of ball-catchers.  Trust me, it is a good thing to be on this list.  For example, I had an X person who insisted on playing the ‘I will report to your mom’ card because I did not play into her manipulative games that truly worked on reducing my rights to privacy and freedom as an unmarried woman.  So, instead, she will work to build cases to the ‘high court’ (i.e. my mother and esteemed elders of the family) in the hopes of reverting me to her mercy.   That approach backfired, when the ‘high court’ refused to catch any of the balls she was throwing and instead sent her packing back where she initially caught them.

Warning signs: a serial ball carrier n’ thrower; creates drama to draw attention away from their own roles that required them to perform.

Posted on blogspot on 8 January 2012 by Tambu Ndoro, CEO/Founder of Ndoro Resources (Pvt) Ltd t/a Hanga Consulting Services 2011.

The Competition Commission on Wal-Mart

I was reading an article by an Associate Professor from UCT about the Wal-Mart/Merger (Financial Mail Dec. 2011) to be referred to the trade authorities for resolution as it is a trade and not a competition issue.  He supported this argument stating that Wal-Mart’s price competitive strategy has more to do with its import business strategy that cripples the domestic supply networks more than anything therefore he instead proposed for import tariffs to increase thereby penalizing Wal-Mart’s favoritism in supplying the middle-to-low income consumers (LSM 1 – 4) affordable goods.  Firstly, whilst this suggestion appears reasonable it discourages local companies to be innovative and competitive in the FMCG industry.  Secondly, why should Wal-Mart be penalized by looking out for the interest of the consumer; thereby, increasing the social welfare/rate of investment and not just the private rate of investment. Thirdly, now that South Africa passed the Consumer Protection Bill earlier this year isn’t it high time South African companies start revisiting their current business model to ensure that they incorporate the safety and security of the consumer.  After all, this is truly both a competition issue as well as a trade issue. 

So far, the government, the competition tribunal has allowed Wal-Mart/Massmart merger, it is still seeking additional conditions that may come as a result of the deal, according to the Financial Mail (Dec., 2011) as follows:

1. Impose a domestic content requirement on Wal-Mart’s sales and/or
2. Increase in the R100m Wal-Mart offered to boost local supply networks

Much like what Edward suggested in his article, these remedies assume that Wal-Mart deal will harm the local economy and the problem and solution has been identified correctly.  Firstly, when Wal-Mart entered the South African market it employed approximately 3,000 people.  How is that harming the local economy?  Secondly, it correctly identified an opportunity in the middle-to-low-income consumer (LSM 1-4) category via a blue ocean strategy; thereby supplying to a ‘new’ market that the local businesses value-propositions either ignored, were indifferent or had not noticed.  How is that harming the local economy?  Local business should stop pointing fingers to new foreign entrants in the market with the balance sheet and the social entrepreneurship skills to deliver more than just dumping their imported products in the growing SA economy but also ensuring the needs of ALL SA consumers are taken care of.  Thus, local business’ such as potential and existing SMEs should see this as an opportunity to enter the market by developing innovative local supply networks for both local companies and big companies like Wal-Mart in the FMCG industry to make the industry more competitive domestically, and in turn internationally via export prospects offered by Wal-Mart’s global reach.  In the end the consumer always benefits as new innovative strategies lead to cost-savings passed on to the consumer.  In addition, recent events show that the South African government has insisted that 75% of goods sold in the domestic market to be locally produced.  So, it appears to me that the Local producers and suppliers already have the upper-hand in this macroeconomic model.  Thus, the way I see it as long as the fiscal, labour policies and the agricultural output continue to affect South Africa’s manufacturing sector, no matter which way you look at it, the real problem here are the current governance structures that may not necessarily support the domestic firms.  Therefore, neither imposing import duties as prescribed by Edwards Financial Mail (Dec., 2011); nor insisting on the two presuppositions outlined above will cure the apparent disharmony in the FMCG industry.  Local companies should seek to see this as an opportunity to formulate private sector policies that have long been needed to regulate and support the FMCG industry in SA.  After all, we don’t want to see another Tiger Brands’ price collusion facilitated and reincarnated in the likes of Wal-Mart as a result of current governance structures that actually give life to such white-collar crimes. 

Copyright @ 1 November 2011.  BlogSpot by Tambudzai Ndoro, Principal Director of Ndoro Resources (PVT) Ltd, (2011)

Emerging Scientists and Researchers need to be multidisciplinary

The 21^st century is a global village in which the environments we dwell in are slowly and most times already complex adaptive systems politically, socially and economically.   From an organizational theorist point of view changes in an organization during the industrial revolution shows an increasing trend of division of labour at work, which was admired by the Scottish economist Adam Smith, in his book , Wealth of Nations (1776). This led to highly specialized roles in many sectors from manufacturing to scientific research.  However, such organizational systems have had such a negative impact on social systems.  We see that in today’s big firms and banks.  For example, as the major banks in Southern Africa business’ practices have not been lenient to the middle and low-income consumer.  Hence, middle and low-income consumers are subjected to an average of ZAR200 bank charges per month.  In addition, banks in Zimbabwe have not provided ‘convenience’ as an innovative product offering to consumers.  Consumers are still required to carry cash as opposed to using their bank cards everywhere they choose to do shopping.  When one finds themselves paying with a visa, master card or credit card in an establishment, consider it a rare privilege bestowed upon you.  This shows that organizational systems like the Banks that are highly specialized, mechanistic structured organizations generate spillovers into the social systems they reside by propagating severe limitations of inflexibility and lack of innovative ability as the organizational system is designed to achieve predetermined goals.  In addition, employees, scientists or researchers can develop ‘tunnel vision’ approaches in addressing problem in organizational performance which has direct social impact on the market they seek to serve.  Thus, it becomes imperative to integrate the needs of the consumer with that of the organization via multidisciplinary market research that seeks to create value through social innovations with a positive social impact. 

It has been shown that work in many parts of the globe have shown that in designing any kind of social system, such as an organization the interdependence of technological and human needs must form part of the business model.  This perspective is in line with the open-system framework of Tom Burns and G.M. Stalker (1950).  To put this more practically let’s look at the Renewable Energy sector in advanced economies compared to developing and emerging market economies.  The Renewable Energy sector has been in business for the last 3 decades or more in countries like Denmark, Germany & Netherlands.  They have managed to benefit from the insights of industrial revolutionists like Adam Smith in the specialization of skills.  This may be due to the fact that the environment in which these organizations conduct Research & Development where at most times stable and NOT complex systems. Rather systematic and mechanic.  This means the organizational culture most times adopted the national culture of prescriptive strategies.  Hence, one would find that in such society the degree of standardization and the degree of specialization of a Researcher/Scientist in the energy sector is fairly high and in response and in line with the embedded social system of the country.  Whereas, in countries like South Africa, Zimbabwe and Kenya, Renewable Energy, (in my professional opinion), research in this part of the world is more of an Art than a Science.  This is due to the fact that the social systems, in which these countries seek to change are constantly changing politically and economically.  Thus, it requires researchers and scientists with a multidisciplinary approach in understanding ALL of the social systems at play in one country and not just the renewable energy technological implications on the consumer.  Hence, the prescribed socio-economic terms ‘developing’ or ‘emerging markets’ is indicative of a constantly growing economy.  Thus, emerging young researchers/scientists need to be multidisciplinary when they seek answers or solutions to Africa’s development requirements.  This means open and flexible styles of research methodology with a high degree of standardization and medium-to-low degree of formalization are required in the African markets.  

Copyright @ 1 November 2011.  BlogSpot by Tambudzai Ndoro, Principal Director of Ndoro Resources (PVT) Ltd., (2011)

The 'Customer is King' Only in Theory!

I walked into Spar at Borrowdale Brooke yesterday and was delighted to see the latest O Magazine on their newspaper and magazine stands.  I did not care to notice the price because I consider myself a loyal and profitable customer for Oprah’s news and information business.  In addition, the standard price one obtains it for the magazine is always around ZAR27,95 in South Africa or approximately US$3.50.  After finishing placing all my desirables in my basket I went to check out at the Till.  To my astonishment the O Magazine was going for US$28,75, or ZAR230 equivalent and even more surprising the attendee did not realize the strange and very material amount for a magazine especially when the average price of a magazine in Zimbabwe is approximately US$2.  I requested that she removed the magazine from my basket of desirables and advised the attendee to consult management about this abnormal price.  Surely, it must be a mistake.  Even Americans don’t pay as much for the magazine.  It seemed so surreal.  However, what I found strikingly amazing however was that the nonchalant attitude the attendee had.  I realized they may lack a deep rooted understanding of the value of the US dollar.  That means in theory a US dollar circulating in a US economy should be of the same US dollar in the Zimbabwe economy, with all being considered equal (e.g. the classical economist instruments of GDP per capita and inflated linked consumer-price-index (CPI) have a correlation on  the appreciation and the devalue of a currency).  Nevertheless, it continued to boggle my mind that if I had taken the last O Magazine on the stand how many consumers in Harare purchased this product without as so much, to blink at the high value placed on the product.  This is retail un-therapeutic indeed! I surmised, the Customer is NOT King, here L.

                                                                            *******

Just as I was getting over my disappointment with O Magazine saga, today my cousin and some a few of a her friends decided to go for a few well-deserved cocktails for a couple of hours at a place by  Sam Levys, Borrowdale, called Mekka.  I unfortunately, was put on a heavy prescription plan by the doctor from antibiotics to asthma pumps so I decided to order a ‘virgin’ strawberry daiquiri.  Now, one would think that because there is no alcohol in the cocktail that should partially, if not significantly drop the price of the cocktail.  The current average price of a cocktail at Mekka is US$5.  So, at best-case-scenario price should be reduced by 50% to US$2.50 and worst-case-scenario price should be reduced by 25% to US$3.75. So, to my surprise, when we received the Bill the Waiter serving us just rang the non-alcoholic beverages as alcoholic beverage.  I felt cheated.  Surely, one can’t charge a customer for the same price for a product that specific (known-to-be expensive ingredients in Food and Beverage industry) ingredients are deliberately omitted.  So, I decided to inquire with a smiley face, desperately suppressing my potential wrath toward the Waiter, particularly for his lack of intuitiveness on the job.  The Waiter, replied stating something along the lines of ‘it’s the way the Till System is designed to capture the orders, so we have no choice but to ring the options that are available.’  I could instantly hear, the siren ringing in my head.  I then retorted, ‘Please may you speak to your manager about that because I am not comfortable paying for a drink that does not have the same taste as the standard drinks.  So, the manager came and told me the same thing like they are all reading from the same manual that came with the Cash Register.  By then, I had once again, silently resigned to just paying the bill for the sake of terminating what appeared to be a monologue with management. This made it the second incident this week I witnessed of the customer is really NOT the King and came to the general conclusion that inefficient, day-light-robbery of the management information systems (MIS) in the city of Harare retail business’, seems to be the order of the day, more often than one cares to admit.  How many times is the customer’s ‘safety and security’ being taken care of in this country?  Just recently South Africa just passed the South African Consumers Act 2011 that serves to protect the rights of its citizen after 17 years of democracy.  Zimbabwe has almost twice the years of independence however, where are the laws that govern and protect the rights of Consumers in this country?  Over the years the Consumer Council of Zimbabwe (CCZ) has been recording feedback from consumers’ discontent and frustrations brought about by retailers’ reluctance to compensate or replace faulty goods and lack of guarantees among other problems, (www.ccz.org.zw – accessed 12 November 2011).  This highlights one of the fundamentals problems in our socio-economic structures of this country.  Where is the national system’s ability to demonstrate the social aspect of its contribution, thus far?  If the system had a high rate of social return, this would increase the social welfare of the country, not just the purely private rate of investment.  Can’t our country see that we are now in The Age of Customer Capitalism, Martin et al., 2010.  That means business’ more than ever have a corporate social responsibility (CSR) and a duty to their customers.

The ways businesses continue to operate in this economic climate, showing blatant disregard to the consumer further heighten and adds to the continuous degradation and decay of our socio-economic structure of Zimbabwe.  Though business’ in this country strive to fight in building and contributing to the economy by creating employment and restoring confidence in the market; business’ also seem to have inherited a national culture of indifference and authoritarianism.  Therefore, how can the new marketing adage of Customer is King live, breathe and thrive in this society that claims to exist in a democratic way?    I will tell you why - because the theory of Customer is King is what it is – just a theory!

Copyright @ 12 November 2011.  BlogSpot by Tambudzai Ndoro, Principal Director of Ndoro Resources PVT LTD and Non-Executive Director of Global Business Assignments Inc.,