Responsibility...and such

"I AM NOT THE ONE!" You've heard it or you've said it. The "number one" excuse phrase in the country when something goes wrong.
This week I had a crack in my window filled in by a young and energetic entrepreneur in Kaguvi Street. Kaguvi Street is filled with aspiring micro businesses that can just about do anything.
When you arrive at Kaguvi Street all you have to do is roll down your window, spot "anyone" and ask them "anything" and almost guaranteed, they'll get it done in their own unique way.
So my crack was filled as I watched my "shamwari" fill in the slit in my window. He covered it with tape while smoking a cigarette that was budding to its end.
"Just leave the tape on for a few hours and you'll see the crack in the window will just be a small line that you can barely see."
I negotiated on the price, gave him money for his job, and made sure to get his phone number. He promised me that if it was not up to satisfaction that he would do it again.
I drove a way a satisfied customer, happy to help this young entrepreneur business.
In one second I thought of four different people that I would send his way, who all needed window cracks filled.
A few hours later I pulled the tape off of my front windshield. I wasn't surprised to see absolutely "no change" in the crack.
In fact the crack had actually grown. Rats! The next day I called my window fixing "friend". After I explained the problem to him he made a commitment to come and see me that day.
After he didn't show, I called him again. Whilst chewing something, he told me that he was too busy to tend to my issue.
I insisted over the phone with a smile that he should redo his job, knowing that my good friend here more then likely would not take responsibility to address his slack hand.
Eventually his comment was that the "chemical and filler was the problem." His last word to me was "Sorry." Of course, it was the chemical that was the issue.
I smiled as I hung up, because of course it could not be shoddy workmanship. The idea of checking up on a job that he had done (I had to ask for his number not him take mine) and bothering to remedy
a problem was alien to this young gentleman. It is a real pity because I will not be running down to Kaguvi Street again to get a crack filled any time in the future.
Compare this to my mechanic who will call me within 48 hours of a service to find out if everything is running well, and arrange for the car to be picked up and worked on at no extra charge if there is a problem. What's more, he'll offer me a vehicle to use in the interim if it is taking too long to get the job done.
It has been said that "maturity comes with the acceptance of responsibility". Too often the shouldering of responsibility is abdicated by many who if they just accepted it and moved forward would achieve so much more.
Perhaps I should have been a little more responsible with my vehicle and taken it to a better, more reputable firm.
Or perhaps I can blame the young man's father for not teaching him proper principle; until responsibility is taken it can be sent in a never-ending circle. Look at some of the excuses being proffered by
the rioters in the recent London looting-boredom and joblessness (as though the government should just have given them jobs).
I am not talking about taking the fall for someone else's fault or error, but in situations where we can take action let's do so.
Humans have a weird psychology, make a mistake and fail to take responsibility for it and you are in hot soup. However, fix the problem and it as though the error never existed.
In fact, such service can be such a rarity that they are likely to tell their friends about you in a positive light. Guys starting businesses; Take responsibility - build a loyal customer database that will return to you. Every CEO in the world has experienced failures, shortcomings and aggravated customers.
Keeping a customer is easier if you take responsibility when something is wrong. A few practical ways to handle it; "Sorry about the mishap can I get you a reimbursement", "I'll come to where you are and fix it", "there was an error in our system and we're waiting for it to be fixed".
I'll give you a free "Coupon" if you'll just hang on while we fix it'.
Then solve the problem and move on. It is much better to keep a customer satisfied than to have to go out and get a new one.
Don't blame - just take responsibility. Zimbabwe has way too much potential, but this is a principle that we have to adopt no matter where you are on the food chain of business.
We have not passed that subtle line between childhood and adulthood until . . .
We have stopped saying "It got lost," and say "I lost it." ~Sidney J. Harris