Batho Pele - I practice batho pele

Introduction

The concept of Batho Pele is based on 11 principles. The term Batho Pele is a Sesotho phrase that means ‘people first’ and focuses on putting others before your own needs. These principles focus on helping and improving service delivery to all people with the intention that accountability and service delivery will be improved. First come the people, the people come first. The service we render unto others is the service we do unto ourselves. Give others the best value and carry a courteous heart. Consult people: know them and be them. Seek to be transparent, to offer information. There will be stormy weather, days when nothing seems to work out. So put people first and, one day, when you really need it, they will put you first. Umuntu ungumuntu ngabantu. 

Benefits of practicing Batho Pele

1. Quality standards ensure consistency.

2. Focusing on people first enables you to give the best service.

3. Putting people first ensures their needs are supported.

4. Putting people first ensures that your service can keep getting better.

The 11 principles of Batho Pele 

1. Consultation - determine the needs of the people.

2. Service standards - quality of services citizens should be receiving.

3. Access - easy access to services.

4. Courtesy - a polite and friendly disposition.

5. Information - people should be given accurate information.

6. Transparency and openness - transparency about daily activities.

7. Redress - a means for clients to express dissatisfaction with services.

8. Value for money - avoid wasting money and resources.

9. Encourage innovation and excellence - reward employees for excellence.

10. Customer impact - a greater impact when services are improved.

11. Leadership and strategic direction - encourage efforts to plan and set goals.

Swazi’s story

Swazi is 24 years old and recently became a new mom. She knows she will have to pay a visit to the Department of Home Affairs to sort out her baby’s birth certificate. Dreading the experience, Swazi leaves home at 5:00 a.m. to get to the office before a crowd gathers. She arrives by 6:00 a.m. Swazi waits a little while before someone can assist. 

She is surprised by the speed of the attendants today. When she gets to the attendant, she is greeted by a lovely smile and warm greeting. Swazi asks the attendant, various questions regarding the process of birth certificates for babies and is advised in a user-friendly manner. The attendant assists her in filling out the information form and directs her to the correct counter for processing. The next counter, she meets an attendant who was equally professional and friendly. 

The whole process took under an hour, and Swazi was impressed with the level of service, speed and attention of the staff at Home Affairs. As she is walking out of the office, Swazi notices a poster about the Batho Pele principles. She can understand why her experience was so different and was grateful that Home Affairs had implemented these principles. 

How to put your customer first

Putting your customer first is essential to building a successful business or career. Here are some ways to prioritise your customers:

1. Understand their needs: Take the time to understand your customers' needs, preferences, and pain points. This may involve conducting market research, talking to customers directly, or analysing customer data.
2. Provide excellent customer service: Make sure your customers feel valued by providing excellent customer service. This may involve responding to customer inquiries quickly, resolving issues promptly, and going above and beyond to exceed their expectations.
3. Listen to feedback: Listen to feedback from your customers, and use it to improve your products or services. Consider implementing customer feedback loops, such as surveys or focus groups, to get insights into what your customers want.
4. Personalize the experience: Personalise the customer experience by tailoring your products or services to their specific needs. This may involve offering customised solutions, personalised recommendations, or tailored marketing messages.
5. Communicate effectively: Communicate with your customers effectively by using clear and concise language, and responding to their inquiries in a timely manner. Make sure your messaging is consistent across all channels, including social media, email, and phone.
6. Build relationships: Focus on building long-term relationships with your customers by staying in touch, providing ongoing support, and showing genuine interest in their success. This can help build loyalty and turn customers into advocates for your business.

Remember that putting your customer first requires a continuous effort to understand and meet their needs. By prioritising your customers, you can build a loyal customer base and drive long-term success.