Cresencia Chiremba

Next week’s Heroes holiday asks us to remember the big sacrifices that shaped this country.

It’s a day for parades, speeches and wreaths — rightly so. But as we prepare to celebrate, it’s worth remembering another kind of heroism that happens every day in our markets, on our streets and behind the counters of small shops: the quiet, ordinary acts of service that keep communities moving.

This Heroes holiday, let’s think about how customer service can be a way of honouring those who built our nation.

Walking through Harare CBD in the run‑up to a long weekend, you notice the city gearing up. Markets swell, tuckshops stack extra stock, and vendors polish their stalls. For many shoppers, the holiday means last‑minute errands and long queues.

In that pressure cooker, the way a shopkeeper greets you, the patience of a cashier, or the clarity of a price list can turn a fraught trip into a smooth one — or the other way round. A warm “mangwanani” and a quick “ndapota mirai ndokubatsirai” go a long way when tempers are short and time is tight.

Customer service is often dismissed as a soft skill, but it’s practical and powerful. When a vendor acknowledges you within seconds, even if they can’t serve you immediately, you feel seen. When a shop posts clear prices and keeps a tidy counter, you trust the place more. These are small things, but they matter.

They are the everyday civility that makes markets feel safe and familiar. Over a holiday weekend, when competition for customers is fierce, those tiny gestures can be the difference between a one‑time sale and a loyal customer who returns and tells friends.

There are reasons why service sometimes falls short. Many small traders work long hours with little help. They juggle supply shortages, fluctuating prices and the stress of a sudden rush. Holidays amplify that strain.

But that’s also why simple routines and a little training can have outsized effects. Teach staff to greet customers quickly, to announce delays, and to handle complaints calmly. A short, practical checklist pinned behind the counter — greet, acknowledge, inform, serve — can change behaviour overnight.
Zvakadaro, small investments in training pay back in trust and repeat business.
Business associations have a role to play too. Short refresher workshops, peer mentoring and recognition schemes for good service are affordable ways to raise standards across a neighbourhood.

Imagine a Heroes holiday award for the friendliest stall in the market — a small prize, a certificate, a mention in the local paper. It costs little but signals that good service is valued. When communities celebrate the people who serve them well, they reinforce the idea that respect and courtesy are civic virtues, not optional extras.
Customers also carry responsibility.

Empathy goes a long way. If a shop is busy and staff are stretched, a calm word or a polite question can turn a tense moment into a cooperative one. But empathy should not be an excuse for poor service. It’s reasonable to expect a minimum standard of attention.

When customers voice concerns calmly and constructively, the interaction often shifts from confrontation to care. That mutual respect — munhu wese anotaurirana zvakanaka — is what keeps markets humming.

There’s a deeper point here about how we honour heroes. Monuments and ceremonies matter, but so do the daily rituals that bind a community: the vendor who remembers your usual order, the cashier who makes small talk when you’re having a bad day, the shop that keeps prices fair during a holiday rush.

These are not grand acts, but they are the social glue of neighbourhood life. Heroes are not only those who fought on battlefields; they are also the people who show up every day to serve others with dignity.
As Heroes holiday approaches, consider making a small pledge: this weekend, notice the people who serve you.

Say thank you. Tip when you can. Give constructive feedback when service is poor, and praise when it’s good. If you run a small business, use the holiday as a moment to sharpen your front‑of‑shop routine.

A quick greeting, clear prices and a tidy counter cost nothing but mean everything.

We celebrate heroes because they remind us of the values we want to live by: courage, sacrifice and service. Let this holiday be a reminder that service is not just a transaction; it’s a way of honouring one another.

Please, let us treat the people who serve us with the same respect we give to the heroes on our monuments. In doing so, we keep the spirit of the holiday alive in the small, everyday ways that truly sustain a nation.

*Cresencia Marjorie Chiremba is a Marketing, Sales & Customer Service Consultant. For suggestions and training, contact her at [email protected] or
+263 712 979 461 / 0719 978 335 / 0772 978 335.