Cresencia Chiremba
Some breakups make you stronger. Others turn you into a walking cautionary tale with a Twitter thread and a vengeance.
We all know the brands that once swept us off our feet. The reliable ones. The thoughtful ones.
The ones that sent us handwritten notes—then ghosted us the minute competition stepped in.
Now they’re showing up in sponsored posts like, “Hey stranger… we’ve changed.”
Ah, zvakanaka—change is good. But has it been earned?
When An Apology Isn’t Enough
A fresh coat of branding won’t cover bruises. Rewriting your mission statement won’t undo missed deliveries, sour faces, or stale bread.
Zimbabwean customers? Takatsotswa! We don’t forget easily, and screenshots are forever.
kumbira ruregerero hakurevi kuti tava tese futi.
(“An apology doesn’t mean we’re back together.”)
What accountability really sounds like:
– “This is what went wrong…”
– “This is what we’ve changed…”
– “And here’s how we’ll prove it—over time.”
Drop the corporate lingo. Speak to us like humans, not like bots with bonus targets.
Courting the Customer—Properly This Time
Winning back a customer is not a stunt—it’s an act of service. Flash sales and cute hashtags might get us through the door, but sincerity keeps us seated. Your frontline staff are the heartbeat of redemption.
If they’re undertrained, overburdened, or radio silent—we’ll feel it. And post about it.
Usatsvaga kudanana usati wagadzirisa zvawaitadza pakutanga (“Don’t pursue reconciliation before addressing your past mistakes.”)
Three phrases not to mess up:
– Don’t explain the policy before you understand the pain.
– Don’t weaponize loyalty points as damage control.
– Don’t slide into our DMs with memes while your app’s still stuck in 2018.
The Hope Clause
To every brand that’s been unfollowed, subtweeted, or ghosted—yes, you can earn our hearts again. But not with gimmicks.
It will cost you presence. Proof. Patience.
The best apology? A better experience.
Kutanga patsva kunoda kushanda nesimba, kwete mazwi chete (“Starting over requires hard work, not just words.”)
So, if you’re wondering whether we’re open to reunion, the answer is maybe. But we want receipts.
***Cresencia Marjorie Chiremba is a Marketing & Customer Service Consultant | Customer Experience Columnist | Sales & Service Trainer* *Email:* [email protected] *Mobile/WhatsApp:* +263 712 979 461, 0719 978 335, 0772 978 335