A few lessons for matatu industry leaders

By Poshia Musesya

Nairobi, Kenya- Wednesday is a day that I expected to be fruitful. A few meetings, maybe do some grocery shopping and head home. I had my day planned out, until matatus decided to go on strike and bring the whole of Nairobi to a standstill.

I loathe the public transport industry and I am sure that I am not the only one. From the touts and drivers’ filthy clothing, to the over-speeding, to the total disregard of the law and rude reference to their clients (commuters). I don’t hate the matatu industry, in fact, I just hope that they would iron out a few creases in their business, then maybe I would respect them and consider the industry as one that is run by civilized individuals.

So, dear Matatu officials (or leaders), here are a few Public Relations, image and Client relations lessons to take home. I just hope that you are civilized enough to read them:

1. Image is everything

Consider cleaning personal grooming for your drivers and touts. They are the people who are in contact with clients (commuters) and as long as they look like they just walked out of a dumpster, nobody will ever take the matatu industry serious. Likewise, it doesn’t work for you if your touts kill passengers with bad breathe.

2. Hooliganism is not the solution

Your clients (commuters) will never side with you as long as you continue vandalizing and disrupting the lives of the very public that you seek sympathy from. No matter how peaceful your demonstration is, the government will send out anti-riot police to deal with you. Why? Because you have branded yourselves as a thug-led industry that uses force in the face of grievances, force and disdain will be used against you.

3. Treat you customers with respect

It works against you when you shout, insult and rough up a client just because you “can get away with it”. True, you might get away with it but at a time (like Wednesday), when you need the support of the same clients, you will have none.

So, as you try to negotiate with a government that does not want to listen to you and a public that loathes you, please remember this: “Nobody has any empathy for an institution that seeks violence to seek peaceful solutions.”