Cresencia Chiremba

This morning I went into a money transfer place in Avondale to collect something. Nothing big, just a quick pickup.
The lady behind the counter was fast.

She knew her system. But the whole time she was chewing gum. Loudly. And at one point she blew a tiny bubble while counting my cash.

It sounds small, I know. But suddenly the whole thing felt… off. Rushed. Like I was bothering her. I left with my money, but also with this weird tense feeling I couldn’t shake.

Last month my aunt had the opposite experience at the bank. The teller was slow, the system was down, but she greeted everyone by name, explained every delay, and even offered water while we waited. We left 20 minutes later and my aunt said “that girl was so professional.” Same wait time. Completely different feeling. That’s what I mean.

And that’s the thing about front office work. People remember how you made them feel, not just what you did.

Why manners actually matter at the desk
Front desk staff are the face of the company. Full stop.

When someone comes to collect money, pay a bill, ask a question — they’re already a bit stressed. They want 3 things: clarity, speed, and to be treated like a person.

A proper “Good morning” can calm someone down.

Explaining the next step stops 3 follow-up calls.

But the opposite is also true. Gum chewing, scrolling on your phone, sighing… it all says “you’re not important” even if you don’t mean it that way.

Manners aren’t just being nice. They’re practical tools. They reduce friction, prevent misunderstandings, and protect reputations. A polite greeting can de-escalate a frustrated client. Clear explanations mean fewer repeat visits. A calm voice can stop an argument before it starts.

We’re in a time where so much is automated. You can send money on your phone now. Pay bills online. So when someone _does_ go to a physical office, the human part matters even more. People aren’t just coming for the transaction. They’re coming for reassurance. That 2 minutes at the counter might be the only human conversation some people have that day.

Things that rub customers the wrong way
I’m not here to lecture. I’ve had bad days too. But these are the habits that kill trust at the counter:
Chewing gum or snacking while serving — You can’t talk properly and it just looks casual. It’s distracting. Save it for the break room.

Phone out — Even a quick glance. To us it looks like you’d rather be texting than helping me. If you must use it for work, just say so.

No eye contact — Staring at the screen the whole time makes people feel invisible, like their problem doesn’t matter.
Rushing people / short answers — “Next.” “ID.” “Wait there.” It puts everyone on edge and creates more mistakes.
Forgetting to introduce yourself— “I’m Tari, I’ll help you” makes it human. Now I know who to ask for if there’s a problem later.

Not explaining the process— “It’ll be 10 minutes” is 100x better than silence. Uncertainty breeds anxiety.
Interrupting customers — Talking over someone shuts them down. Let them finish.

Visible frustration — Sighs, eye rolls, exasperated gestures. Customers catch that energy immediately. And they tell 10 people.

Untidy appearance — Sloppy uniform, messy desk. If your space looks chaotic, I start wondering if my documents or money are safe.

Ignoring the queue — Letting people stand for 5 minutes without acknowledgment creates resentment before you’ve even said hello.

Small fixes that make a huge difference
You don’t need a customer service degree. Just a few habits:
1. Greet first, within 5 seconds. “Morning, how can I help?” That’s it. Tension drops.
2. Phone away unless you need it. And if you do, just say “Let me just pull this up for you so I can help properly.”
3. Use their name once. “Thanks, Mr. Moyo.” People light up when they feel seen.
4. Talk them through it. “So I’ll verify your ID, then it takes about 3 minutes to process the payout.”
5. Stay calm when things go wrong. Lower your voice. Slow down. People copy your energy.
6. Practice the hard ones. Managers, role-play the rude customer or the system failure with your team. It helps staff respond instead of react.
7. Own the space. A clean counter and neat uniform tell me you take pride in your work.

For managers: culture matters
Culture comes from the top. If you only reward speed, staff will get sharp and cold.

If you reward patience + respect, you’ll get fewer complaints and more regulars.

In Harare, customers talk. A lot. One bad experience at a money transfer or council office becomes “they’re all rude there” by the end of the day on WhatsApp groups. Managers can’t control every interaction, but they can set the tone in morning meetings. 5 minutes on “what went well yesterday” and “what was hard” does more than a 3-hour training once a year.

When a customer reports a poor experience, treat it as a learning opportunity, not just a disciplinary moment. Ask: “What happened? How did the customer feel? What could we try next time?” Then share the lesson with the team without naming and shaming.

Hire for attitude, train for skill. And model it. If the manager is on their phone at the front desk, don’t expect the team to do any different.

That lady at the counter this morning wasn’t malicious. She was probably just busy and tired.

But manners are like the frame around a picture. You don’t notice them until they’re crooked.
A greeting. A clear explanation. Not chewing gum at the counter.

In a world of apps and chatbots, that human touch — respectful, attentive, and composed — remains the most powerful currency we have.

Because at the end of the day, people don’t come back for the gum. They come back for how you made them feel.

*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.