It was jua kali – a casual approach to customers.  I would try, and if I got it right then good, but if not so what. It’s a job, so I can earn a living.  Customers were OK with it but did not respect freight forwarders – we were seen as corrupt. “Miscellaneous charges” were always expected on the invoice.

I was attracted to EACFFPC training advertised by KIFWA in 2009 because I saw an opportunity to become more professional.  I learned it is important to give clients relevant and accurate information, keep documentation well and clear, and have a good interaction with customers.

I am a professional. I now serve the customers.  When a customer says “I want to import X” I can provide all relevant costs and other information to help them. I understand the system and I am organised.  I take pride in my work and I get respect from customers, the KRA and my colleagues and friends.