BWB CEO serving a customer

As the world celebrates International Customer Service Week, Blantyre Water Board (BWB) Chief Executive Officer, Dr. Robert T. Hanjahanja, on Thursday, 9th October 2025, joined frontline staff at the Soche and Northgate Arcade Service Centres, personally attending to customers at the service desk.

Dr. Hanjahanja assisted customers by receiving and addressing their queries just like any other customer service assistant. Some delighted customers also walked away with appreciation items, including branded T-shirts, caps and chitenje.

Speaking during the engagement, Dr. Hanjahanja said the gesture was his way of expressing heartfelt gratitude to customers for their unwavering support, trust and loyalty to BWB’s services.

"Institutions and companies that deal with customers like ourselves are supposed to celebrate customers a little more than we do. We need to let them know that we are here to serve them, to make them feel welcome, appreciated and valued,” he said.

Customers were equally thrilled by the initiative. At Soche Service Centre, Augar Masache from Baluti commended the move, describing it as both encouraging and empowering. “It gives us a platform to engage directly with the CEO and feel heard,” she said.

At Northgate Service Centre, William Loko from Kameza expressed his excitement, saying,

"I came here today to inquire about a water connection quotation, but being served by the CEO himself and receiving an appreciation reward is truly motivating."

Dr. Hanjahanja also assured customers of continued improvement in both water supply and service delivery, highlighting ongoing initiatives under the Malawi Water and Sanitation Project-1.

International Customer Service Week is celebrated annually during the first full week of October to recognize individuals and institutions that go the extra mile in serving and supporting customers. This year, it runs from 6th to 10th October 2025 under the theme "Mission: Possible".