Cresencia Marjorie Chiremba

I went to the growth point to buy two packets of fresh chips, one for myself and one for my aunt.

It was just a simple purchase, or so I thought. Instead, when I opened my packet, I found two dead flies among the chips. My aunt opened hers and found another one.

We went back to the stall together. I thought the woman serving us would be surprised, apologise or offer to replace the food.

She took the packets, counted out our money and refunded us. That was it. Not a word of apology or an explanation.

We left with our money, but the way she handled the complaint stayed with me. I was relieved to get the refund, of course, but I could not understand how she could take back food containing dead flies without saying anything.

A simple apology would not have cost her a cent.
Later, at another takeaway, I had a different experience that raised similar concerns. Service was painfully slow. Some employees were serving food without head coverings or masks, and one attendant coughed openly while serving customers.

By then, I was wondering how much thought some food outlets give to the people who buy their meals.
I know that running a small business in Zimbabwe is not easy. Vendors work long hours, face rising costs and often have to stretch every dollar.

But those pressures do not make it acceptable to serve food carelessly. Keeping food covered, washing hands and cleaning preparation areas are basic precautions, not expensive extras.

Flies can carry germs onto food, and poor handling can make people sick. For families who regularly buy meals from stalls and takeaways, this is not a small concern.

People choose these places because they are convenient or affordable. They should not have to wonder whether the food is safe.
Local authorities have a part to play. Inspections help identify unhygienic conditions, although monitoring every stall and takeaway is difficult.

Vendors also need clear guidance on what is expected of them. Practical training and regular checks could help businesses improve before poor practices cause harm. Where operators repeatedly ignore food-safety requirements, there should be consequences.

Still, the chips incident was about more than hygiene. It also made me think about the way some businesses respond when customers complain. The woman did refund us. She did not argue or refuse to take the packets back. But returning the money was only part of the matter.

Imagine buying food, finding dead flies in it and having to raise the problem yourself. You would probably be upset or disgusted. You would also expect the person selling it to understand why you were unhappy.

A quiet apology would have shown that she recognised the seriousness of the complaint.

Nobody expects every business to get everything right. Orders can be delayed, meals can be prepared wrongly and mistakes happen. What customers remember is often the response. Were they listened to? Was the problem taken seriously? Did anyone make an effort to put things right?

As customers, we should raise genuine concerns rather than simply grumble afterwards. If food appears contaminated, we can tell the vendor, ask for a refund or replacement and report serious hygiene problems to the relevant authorities.

Keeping a receipt or taking a photograph, where appropriate, may help explain what happened. Any complaint shared online should be factual; nobody should have their reputation damaged by claims that cannot be supported.

We should also talk about businesses that do things well. There are vendors who keep their stalls clean, handle food carefully and treat customers warmly.

They deserve our support and recommendations. Good service should not go unnoticed just because poor service is easier to remember.
Many vendors are working hard to support themselves and their families.

I also believe that customers and business owners can understand each other without lowering basic standards. A clean workspace, safe food handling and a respectful response to a complaint are not unreasonable demands.

When I think about that day, I remember the three flies, but I also remember the silence after we returned the packets. Perhaps the woman thought the refund was enough.

I wanted her to acknowledge what had happened and show some concern.
The next time someone buys chips at that stall, they may have a perfectly good experience. I hope they do. But customers should not have to rely on luck.

We should be able to buy a simple meal, eat it without worry and raise a concern without feeling that we are asking for too much. Sometimes, all a business needs to do after a mistake is listen, put it right and say, “I’m sorry.”

*Cresencia Marjorie Chiremba is a marketing consultant with a strong passion for customer service/experience. For comments, suggestions, and training, she can be reached at [email protected] or at +263 712 979 461, 0719 978 335, 0772 978 335, www.customersuccess.co.zw