The million shilling question that I was itching to ask the MD is how they maintain such standards

Optimistic entrepreneurs tend to have a glandular, almost bullsh view of the future. As those more politically inclined are fully immersed on the intrigues of the current political environment, smart entrepreneurs are going the extra mile and risking their capital to make much anticipated returns.

From our city hawkers to incorporated medium size businesses, all are focused on far exceeding their customer expectations with a view to building long lasting profitable relationships.

Like in any great race, there are those who go the extra mile to come out ahead of the pack. In school, this is characterised by those students who spend an hour after “lights out“ to read an extra chapter in their text books.

In sports, it was the legendary Michael Jordan who stayed back after all players had left the basketball court to perfect his three-pointer shots.
In family life, it is that supermom who juggles between work and life balance to ensure that everything under her wing maintains a harmonious momentum.

In the world of business and entrepreneurship, there are similar analogies and it is good to know that we do not have to travel to the first world to see business excellence at work.

I recently visited a manufacturing facility located at the centre of a sprawling lower-class Nairobi suburb. This factory has been located here for decades and the suburb has literally enveloped it. The manufactures leading local brands in the country and is partially owned by a local entrepreneur.
The management team he has pulled together is second to none and a tour of the facility given by the MD left no doubt that the leadership is very passionate about the business.

In contrast to the surrounding environment which has emerged due to poor urban planning and neglect, the manufacturing campus premises is a sight to behold. From manicured gardens, pristine offices and orderly attentive staff, to first class boardroom facilities, award winning manufacturing facilities and currently the envy of their principles based in the USA and Europe. As the MD quipped, most of the foreign guests they receive at the facility are in awe at the high quality standards which are better than those they have back home.

So, the million shilling question that I was itching to ask the MD is how they are able to maintain such admirable standards in a local business environment that is characterised by accepting second or third best.

Without skipping a beat and avoiding retorting with the usual bland MBA type answers, he intimated that the environment sprawled out before us was a reflection and extension of the personality of the founding entrepreneur as well as the execution of a vision well understood by top leadership and management. Enough said! If this premise is true, it is not too difficult to figure out the personality of an entrepreneur as all that is required is to immerse oneself into their business environment. No wonder we muse at the thought of who may be behind the ownership of a restaurant with a filthy kitchen and less than spotless washrooms.

In the same breath, it would be interesting to meet entrepreneurs of Nairobis nocturnal joints that are teaming with ladies of easy virtue and figure out the emotional IQ of these people. Notwithstanding, they would probably ask the obvious question, is it not just about profits?
Well, maybe not. One of the intriguing aspects of the tour of the facility was that this was not an agenda that was carried out to please potential investors or weary suppliers and creditors. It is apparently an activity that is conducted on a regular basis for customers and other stakeholders.

The bold step that they have taken to open up the “back office“ of their business has enabled them to build strong loyalty amongst their customers in a very competitive field. It would be interesting to find out how many entrepreneurs out there are willing to have their “back offices“ audited by the public.