We talked to Miriam Gitau of Gadgets Leo about selling genuine, high-quality products online from reputable brands with fast delivery and top-notch customer service. This is what she said:
First of all, how are you and your family doing in these COVID-19 times?
Miriam Gitau: It’s been a bit challenging, but we are doing fine. We are thankful that we are able to meet our basic needs.
Tell us about you, your career, how you founded Gadgets Leo?
Miriam Gitau: I’ve been a web developer and writer for a long time, focusing on writing technology articles for websites. Two years ago, I met Mark. He was in the electronics business, selling mostly from his offline store. We decided to take the business online and became partners. My background in writing and website design helped us set up a website fast. This was a timely move because it has helped us stay in business during these tough Covid 19 times.
How does Gadgets Leo innovate?
Miriam Gitau: We are constantly checking and implementing the latest online marketing trends, and we always strive to improve our online presence. Online marketing is the core of our business.
How does the coronavirus pandemic affect your business finances?
Miriam Gitau: Well, when the Covid-19 pandemic hit us, our revenues dropped by almost 60%. We had to reduce our costs to stay afloat. Fortunately, things are better now but not as good as they were before the pandemic. The lockdowns and curfews imposed by the government from time to time affect our finances tremendously, but we are hopeful that this hard period will be behind us soon.
Did you have to make difficult choices regarding human resources, and what are the lessons learned?
Miriam Gitau: Yes. We had to reduce the number of people we work with, and the remaining staff had to take a 30% pay cut. However, we recently restored their pay to 80% thanks to our online marketing efforts. I hope that we will be able to give better pay in the future.
How did your customer relationship management evolve? Do you use any specific tools to be efficient?
Miriam Gitau: We always put our customers first. Whenever a customer has issues, we aim to solve it as fast as we can. We also advise them when they are not sure which products will suit them best. We don’t have any specific tools other than insisting to our staff that customer satisfaction is a must. We encourage customers to leave reviews which in turn helps us to improve all sectors of the business.
Did you benefit from any government grants, and did that help keep your business afloat?
Miriam Gitau: Unfortunately, not yet. Thankfully we have managed to stay afloat despite the challenges.
Your final thoughts?
Miriam Gitau: This pandemic has taught us the importance of having a good online presence. We encourage other businesses to embrace online marketing. They should also sell genuine products and offer good customer service to acquire and retain customers.
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