Absa Migori will make you want to be a customer

Written by Leonida Owaga

Last week we closed the year with a gig to cover the launch of the new swanky Absa Migori branch, a state-of-the-art location at the center of the rural town on the edges of the country towards Tanzania.

Migori is very remote, in the sense that we had to drive three hours to make this 7 am launch which meant we had to kiss sleep goodnight by 3 am, in the morning and in the cover of darkness proceeded to South Nyanza.

Despite being a Suba from Sindo town in Homabay county, this was my first time in Migori. I assumed it would be a hot and dry place, a short drive from Kisumu.

When it did reveal itself in that early morning, Migori town stood out as a remarkable hidden gem. The landscape shifting between undulating hills was simply indescribable, the area is covered in tall trees, forests and plenty of agriculture.

There’s something about catching the first rays of sunrise, or sunset, wind in your hair, warmth on your skin, lush green landscapes, mixed with shades of yellow from the rays of sun, and great music on the stereo that feels very habitat.

Despite barely sleeping, we got there we felt fresh and relaxed from the drive that was nothing short of therapeutic, or at least because I was not on the wheel.

Easy access

Getting into the town we did not need much directions. It is difficult to miss the new Absa branch right by the roadside in the town center with its identifying red color and white circle resembling zoom focus visible from afar. When they said accessible they really meant it.

Mr Stephen Awuor, the Branch Manager of Absa Migori welcomed us with warmth which I later recognized, was mirrored by all the Absa staff working in that branch. We felt right at home. Every interaction I witnessed was filled with joy and smiles. You could feel the shared excitement and the electric atmosphere that this new branch had brought.

In an era where the whole world is going digital, Absa has chosen to embrace humanity and put people, its customers at the heart of their operations. This branch showcases just that. Unlike other banks which are majorly automated, where you walk in pick a ticket, and an automated computer voice guides you to where you need to be, ‘ticket number….

Allow me to paint you a picture. When you walk into the branch, the air is cool, away from the chaos and heat typical of towns at the equator, there’s a white reception desk with the word ‘welcome in’ yellow on your left.

Pristine location

As you enter on your right is a sitting area with a handful of seats, and further along is the branch manager’s office. On its left is 3 desks with bankers to guide you, then just ahead is a cozy seating area with the most comfortable five-seater draped in Absa branding of deep red, and standing out on a grey carpet with some matching red print.

To its right, just outside the managers office is a smaller meeting room, cozy and private with just a round table and 3 seats, where the bankers met clients who needed to consult the bank specialists.

Tellers sat on the furthest end, directly opposite the entrance, behind louvers of modern wooden partition painted in shades of red where you could come and deposits your bundles of money away from prying eyes. Behind the partition sits two teller desks with two comfortable seats to complete it. I saw a client fall asleep there later in the afternoon. Now that’s comfortable.

Attention to detail

On the wall was a huge picture of a lady in sun glasses and cap, that could have been me on the beach, branded with the ‘No great story is ever written alone’. I wondered why the photo was of a lady who was actually alone, something Absa Bank Kenya’s Consumer Banking Director, Moses Muthui who had came all the way from Nairobi to launch the branch also noted and promised to change it.

The only screen in the room, just above the sofa set, plays Absa’s latest campaign video of your story matters, which is honestly a storytelling masterpiece. And not only because of those adorable little babies.

From the moment you walk in, you can feel the human touch. And It is not only the ambience. They gave a few customers a chance to give their testimonials during the launch, and the one thing that was said on repeat was they felt Absa cared for them as Individuals. They would call to check up on them, and their relationship managers held their hand like true friends.

One customer even shared her story of how after losing her mother, Absa walked with her through every step, and was her biggest support during that trying moment of her life. She appreciated them.

Re-open account

The County executives in attendance, both of who were old Absa customers when it was still Barclays Bank were very impressed by the bank revitalization that they promised to re-open their accounts . They were not the only ones.

As we sat on the round table in the branch , sending in some photos for press, feet and backs on fire, exhausted from the day that began at 3am, I took some time to really take in the new branch.

I observed how they related with clients , remembered the kind words and warm smiles they shared with me and my colleague, and watched that your story matters video on repeat, with babies smiling and ordinary yet warm moments of life, I could only come to one conclusion. I had to open an account with Absa. This was a bank that truly cared about people. And saw value not only in what you could give to them, but what they could give to you.

The willingness to accept and implement feedback even from their staff, which brought about this new branch is evidence of this.

A bank that listens

Speaking during the official opening Mr Muthui noted: the relocation was driven by feedback from staff and customers, who expressed a need for a more modern and efficient banking experience. The move underscores Absa’s commitment to putting the customer at the heart of everything, as their trusted partner for all financial needs.

“I visited the former branch location, listened to feedback from our customers and colleagues, and I am proud to see all of you move to this pristine new location in the heart of the business district,” said Moses.

He added, “We are re-committing ourselves to Migori town and county. At Absa, we are not here just to do business, we are here for the long term. Our commitment extends to environmental conservation, ICT, education, and literacy. We believe every story matters, and we value your feedback, which continues to challenge us to do more. We are here to stay and eager to hear from you.” he said.

Absa Bank have really come round in a bid to expand physical touch points with customers.

With the addition of the Migori branch, Absa’s physical network now totals 86 branches. This year, the bank also expanded its presence by opening new branches in Kamakis, Ruiru, and Rupa’s Mall in Eldoret, as well as relocating the Imaara Mall branch from Southfield Mall to enhance service delivery.