Tuesday, April 17, 2007

Great Customer Service Needs No Translation

Marla teaching "How to Finance Your Business with Loans."


The class including people from Afghan provinces.

Kabul landlords watch out: Wendy has your number.


Marla and Ray were talking money at the AWBF (Afghan Women's Business Federation) delivering the Bpeace training module: How to Finance Your Business with Loans.

The class was standing room only with nearly 30 Afghan men and women being trained to deliver the module throughout Afghanistan. At one point during the training, there is a case study to determine what is the best option for a particular borrower. Lower interest--or slightly higher interest at a closer location with a nicer staff. Ray said the discussion was quite heated among the participants, with voices raised across the room and the different opinions flying. BN, who was in the class being trained as one of the trainers, of course put her passionate two cents in. The group voted that the finance institution with the better service and location should be chosen, even if the interest was slightly higher. Marla said this is consistently the choice borrowers make the world over.

The training modules are starting to get around. An Afghan women who Toni met at a meeting in Kabul came up to her: "I recognize you, you were on the business planning video." Toni's 15 minutes of fame: only it's in Afghanistan.

Now that we are more confident moving around Kabul, we are networking with old and new friends. Marla, Ray and Toni had a lunch meeting with Katrin Fakiri. Ladan, Farah and Khatera were on secret missions (at least they speak the language fluently).

Wendy needed no confidence boost to take on the landlord's brother of the RKA shop. According to Wendy, at first he was only going to fix the roof and not do anything to the inside. He would not look Wendy in the eye. So she goes up right close to him, complimented him, told him what a great man he was, how the Associates wanted to be there for years. He had to look at Wendy directly, he had no choice. Finally he agreed to do the inside.
Our master negotiator then went back into heavy mentoring mode with Nasima. While Nasima has signature scarves which are now being sold in several locations including a new web site launched by the Atash sisters (Samira Ata`sh used to be a Bpeace member, and her sister Mariam Nawabi has helped Bpeace on many occasions.

7 comments:

kbuggeln said...

Wendy you rock. I know a few retailers here in the U.S. who could use you in their lease departments.
Kate B

Anonymous said...

I am blown away reading over the last few days' entries. New fundraising idea: A book about these amazing missions, amazing associates, amazing stories, amazing progress, amazing volunteers. I am mesmerized and could read on and on and on...Toni, I'll put it on my to do list. Ha ha.

Anonymous said...

Oops...that was from Lauren:)

Anonymous said...

Bring two orders of dumplings so Richard can have some, too.


We are so excited that by now Richard must be flying over Europe and around noon tomorrow he will be here with us. Then, we'll see all of you just a few days later. We will be comparing tans of all arrivals so stay in the sun.


Oh, re: the mission:
Great progress. It's particularly exciting to see the extended reach and impact of the work of Bpeace and the associates into the broader communities. Also, Khatera's experience is incredibly moving -- brave and inspiring.

--Lee

Sandi said...

Reading the last few posts gave me such a sense of "being there" and I'm envious that I'm not...especially to see Wendy in action! It was great to read that people came in from the provinces for the training session.

I hope someone took photos of the Babur gardens.

Sandi



Sandi

Laurie Chock said...

wendy--you put on your game face! well done--perhaps we should develop a training module based on that highly useful business skill! XXL

ellen lubin-sherman said...

Don't you just love it when all the things that make you extraordinary -- your gift for empathy, your connectedness, your savvy, your networking prowess, your warmth, your intrinsic superiority -- work together to make the world a happier place? Hats off!
Admiringly, Ellen Lubin-Sherman