Cresencia Marjorie Chiremba
It wasn’t a headline moment.
No cameras. No press release. Just a quiet act of kindness tucked inside a hospital ward—where someone in pain asked for help, and an institution chose to listen.
Years ago, Owen Sekeramayi found himself in a situation that would test not only his physical resilience but also the responsiveness of the systems meant to support him. He had been involved in a road accident—an incident that left him injured and, more painfully, also harmed a young pedestrian who required urgent medical attention.
Both Owen and the boy were admitted to Westend Hospital. Owen, a member of a local medical aid society, quickly discovered that his cover could not meet the full cost of his own treatment.
Worse still, he had no financial means to assist the injured child, whose condition was critical and required surgery.
Faced with this dilemma, Owen did something many would hesitate to do—he reached out to the provider directly, explained the situation, and asked for help. What happened next was unexpected.
The provider made a decision to cover the medical costs for both Owen and the young boy—on compassionate grounds.
“It wasn’t just about me,” Owen recalls. “We were both in pain, both admitted, and I couldn’t bear the thought of that child not getting the help he needed.”
The gesture went beyond policy. It was a decision rooted in empathy, in the recognition that sometimes, the right thing to do isn’t written in the rulebook—it’s felt in the heart.
When Institutions Choose Humanity
Owen’s story is not just a personal account—it’s a reflection of what service can look like when institutions choose to be responsive, flexible, and humane. In our Zimbabwe many citizens feel let down by systems that are slow, rigid, or indifferent, but this moment stands out.
It reminds us that behind every policy is a person with the power to interpret it. And behind every customer is a human being with a story, a need, and a hope.
The provider could have said no. They could have cited limitations, exclusions, or procedural constraints. But they didn’t. They chose compassion.
And in doing so, they didn’t just help two patients—they restored a measure of trust in a system that too often feels distant.
The Power of Advocacy
Owen’s decision to speak up was courageous. Many people, when faced with institutional barriers, retreat into silence or resignation. But advocacy—especially in moments of vulnerability—can be powerful.
By sharing his situation honestly, Owen gave the provider the opportunity to respond differently. He didn’t demand. He didn’t threaten. He simply told the truth and asked for help.
This is a lesson for all of us: sometimes, the door to compassion opens when we dare to knock.
A Call to Service Providers
For service providers across Zimbabwe—whether in healthcare, telecoms, retail, or government—Owen’s story offers a challenge: are we listening? Are we responding not just with policy, but with empathy?
Compassion in service doesn’t mean abandoning structure. It means making space within it for dignity.
It means recognizing that behind every form, every claim, every complaint, is a person who wants to be seen and heard.
And when we respond with care, we don’t just solve problems—we build loyalty, trust, and community.
Tisu Vatengi: We Are the Customers
At Tisu Vatengi, we believe that customer service is more than a department—it’s a culture. It’s the way businesses and institutions choose to relate to the people they serve. And it’s measured not just in speed or efficiency, but in warmth, fairness, and respect.
Owen’s experience is a reminder that service can be a force for good. That even in moments of crisis, institutions can rise to the occasion—not just with resources, but with hearts.
It’s also a reminder that customers are not just recipients—they are participants. When we speak up, share our stories, and ask for better, we help shape the culture of service around us.
A Story Worth Remembering
The young boy received the surgery he needed. Owen got the treatment he required. And both walked away not just healed, but affirmed.
This story may not have made headlines. It may not have been captured in press releases or annual reports. But it lives on—in memory, in gratitude, and now, in this reflection.
Because compassion in service is not a luxury. It’s a necessity. And when it shows up, it deserves to be seen, celebrated, and multiplied.
*Cresencia Marjorie Chiremba is a Marketing, Sales & Customer Service Consultant | For Suggestions and Training you can contact her on: [email protected]; +263 712 979 461 / 0719 978 335 / 0772 978 335