Cresencia Chiremba
It began with a story shared by one of my longtime readers—a quiet, personal moment tucked inside a high-pressure professional setting.
Years ago, he and his team were preparing to face the Public Accounts Committee at Parliament. These hearings are no small matter: financial queries are raised, accountability is demanded, and reputations are tested. The stakes were high, and the atmosphere tense.
As they waited outside the chambers, he felt a strong urge to pray. Not for escape, but for clarity, unity, and divine favour. He turned to his team and asked, “May I pray before we go in?” One of the directors scoffed. “Are we going to church or Parliament?” he asked, clearly uncomfortable. But the Permanent Secretary, who led the delegation, simply said, “Go ahead.”
He prayed. And when they walked into the chambers, something shifted. The queries came, but they didn’t rattle the team. Their responses were clear, confident, and well-prepared. The committee praised their professionalism. They walked out not just relieved, but affirmed.
Outside, the same director who had mocked the idea of prayer turned to him and said, “Thank you.” Days later, that same man began attending the office’s morning devotions—held faithfully from 7:30 to 8:00 a.m. Eventually, he admitted, “There is power in prayer.” From that moment on, their working relationship deepened. Respect grew. Trust was built.
This story stayed with me—not just because of its spiritual undertone, but because of what it reveals about leadership, service, and the quiet rituals that shape how we show up. In customer service and sales, we often focus on scripts, metrics, and performance. But what if the real transformation begins in the pause?
In my work with frontline teams, I’ve seen this play out time and again. A sales agent who starts the day with a moment of reflection is more likely to listen deeply to a customer’s needs. A receptionist who takes a breath before answering a call is more likely to respond with warmth, not weariness. These aren’t just soft skills—they’re strategic assets.
At Tisu Vatengi—We Are the Customers, we’ve built training programmes around this principle. We teach teams to honour the pause. Before opening the shop, before launching a campaign, before responding to a complaint—we ask them to centre themselves. Sometimes it’s a prayer. Sometimes it’s a team affirmation.
Sometimes it’s just silence. But the impact is always visible.
One supermarket we worked with saw a 20% increase in customer satisfaction scores after introducing a daily five-minute reflection at shift start. Staff began greeting customers with genuine smiles, not rehearsed ones.
Complaints dropped. Repeat visits rose. And the team, once fractured by stress, began to gel.
In healthcare settings, where emotions run high and stakes are even higher, the pause becomes sacred.
At one private clinic, we’ve helped redesign service charters that include space for staff to reflect on their purpose before each shift. It’s not about religion—it’s about intention. When a nurse walks into a consultation room having reminded herself, “I am here to restore dignity,” the patient feels it.
And healing begins.
Of course, not everyone embraces this approach immediately. Some see it as soft, even indulgent. But I’ve learned not to argue. I simply invite. And often, the most skeptical voices become the strongest advocates. Just like that director at Parliament.
Customer service is not just a transaction—it’s a relationship. And relationships thrive on presence.
When we teach teams to be present—not just physically, but emotionally and spiritually—we unlock a different kind of excellence. One that can’t be measured in spreadsheets, but is felt in every interaction.
So yes, there is power in prayer. But more broadly, there is power in pausing. In choosing to lead with intention, not just instruction. In remembering that behind every query, every complaint, every sale, there is a human being seeking connection.
And sometimes, all it takes to transform a moment is the courage to say, “May I pray?” or simply, “Let’s pause.”
That’s not just good practice. That’s good service.
*Cresencia Marjorie Chiremba is a Marketing, Sales & Customer Service Consultant. For Suggestions and Training you can contact her on: Email: info@customersuccess.co.zw; +263 712 979 461 / 0719 978 335 / 0772 978 335