A pleasant surprise from the KRA ladies

The long-running image I have of government agencies is that of departments run by middle-aged, rude, lethargic men and women who drink copious amounts of tea all day long, and take long lunch breaks.

It is long since I visited one of our many ministries, my last visit being one that triggers a sour taste in my mouth whenever it comes to mind. I was applying for a certain document, and had gone to the relevant office early that morning, having been warned of the heavy human traffic that piled up from 10 am.

I was there by 8 am, when most of Kenya reports to work. Alas! The office stayed firmly locked until 9.30 am when a tired-looking woman carrying a bulky bag shuffled past the 15 of us, opened the door and got in. By the time she finally found her bearings, it was 10 am. Instead of immediately attending to us, she busied herself putting the contents of her heavy bag away, cleared the clutter she had left strewn on her desk the previous day, and made small talk with a colleague, who also did not seem to be in a hurry to start earning her salary.

MAKE YOUR COPY

Finally, she looked at me and said in a bored tone, “Yes?” Happy to be relieved of the waiting, I explained what I wanted, only for her to hand me a form, which she told me to print and then return the copy because that was the only one she had. She then told the others to follow me if they were applying for the same document. You should have seen us, trooping out of the building, looking like lost sheep, sheep searching for a place that had a photocopier. We finally got one and made copies, and then headed back to the office, several buildings away. Lo and behold, the woman was not at her desk. After a few minutes, I spied her at the far corner of the office, holding a mug of tea, laughing with someone I assumed was a colleague. After what seemed like eternity, she took pity on us and returned carrying a tea flask, which she placed on her desk.

I handed her the form, and asked her when my document would be ready.

“It is difficult to know, you keep checking,” she said, sounding irritated. I ended up getting that document four months later, and only after numerous visits to that uninspiring office. That was a couple of years ago though, so I really hope that those who visit that particular office nowadays get much better reception.

With this experience still floating somewhere on my mind, I was pleasantly surprised when I called the Kenya Revenue Authority a few days ago, only for my call to be picked up almost immediately by a pleasant-sounding young woman. I had been trying to apply for a PIN number online, but kept hitting a wall, so I decided to call the place for direction. To tell you the truth, I did not expect much help, if any at all, but I was in for a surprise. After explaining my frustration, the young woman, who had patiently listened to me, explained where I was going wrong, and even offered to take me through the process, step by step. From her thorough explanation though, I was sure that I could successfully complete the process on my own, and told her so.

“Do not hesitate to call me should you need further help,” she offered, and told me her name. I had to shake my head to ensure that I was not dreaming.

PROFESSIONALLY EFFICIENT

Towards the end of the process, I hit another wall, and called back again. Another pleasant-sounding woman picked up the phone. I asked for the person I had talked to before, but she informed me that she was on another call, could she be of help? She wanted to know. It is long since someone offered me help of any kind, so I said, “Sure.”

After I explained my predicament, she patiently took me step by step until I clicked “submit”.

Besides their efficiency and professional manner, what impressed me even more is how well-versed they were about the services their employer offers, and not only that, they spoke in flawless English.

Obviously, I am a happy customer as I write this, I was so impressed by the service I got from KRA, I would recommend that you poach one, or both of these girls, if looking for employees that can make your firm sound good. My recommendation is not unethical, is it? 

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FEEDBACK: 

Your articles are a true reflection of our daily life. What you delved into is about having faith in the unknown... It is all about risk taking where we approach uncertainty with forethought and determination... If you want to make it out there you must take risks.

Martin

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Good piece. It is the whole truth. Keep up the good work.            

Ratemo

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Everything you have written is true. To avoid regrets in future, do it now. Lesson learnt! Have a great week.  

Dennis

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I really liked your last Sunday’s article on opening the eyes to see the bigger picture. Many people are incapacitated by extreme fear; the fear of making bad decisions, the fear of making mistakes, and the fear of becoming the laughing stock if they fail. Many wait for the perfect moment when all their stars are supposed to align but there is nothing like that and the difference between successful people and failed ones is that the former sees opportunities in unlikely places while the later sees impossibilities. It’s all about overcoming fear and having faith that you will succeed in that venture you have been dreaming about by using the little resources you have because dreams only come true when practically executed.                                   

Irungu

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They say opportunity meets preparedness. I think schools should start teaching on how to be open minded in acquiring assets.Also ignorance is not bliss when it comes to risking and investing for the future.

George

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But Carol, sometimes, seeing is believing. It’s human nature. What we don’t like is looking at the bigger picture too long  because we are afraid that our eyes might strain before we see the possibilities.  

Awita

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