12 Everyday Practices That Are Killing Businesses in Kenya (Other Than Tax and Non-Existent Disposable Income)

Never Answering Calls – You set up a business, print posters, open social media pages, and even get a website. But when potential customers call, your phone is either off or ringing endlessly. If you do pick up, it's with a grumpy "Nani?" as if we just disturbed your nap. Customers are not detectives; they will not chase you down. Pick up the phone!
Social Media Pages and Websites That Are Never Updated – If your last Instagram post was in 2022 and your website still lists products you no longer sell, then why do you have them? Social media is free advertising. Update your pages, post about your products, and at the very least, put your business hours and correct contact information.
Never Getting Back to Potential Customers or Investors – Kenyans love the phrase "Ntakupigia baadaye" (I'll call you later). That later never comes. If a customer asks for a quotation, give it promptly. If an investor shows interest, follow up. Business doesn’t wait for your mood to stabilize.
Looking Down on Customers – Just because someone asks about prices doesn’t mean they are broke. Customers compare prices; it’s called shopping. Rolling your eyes, giving attitude, or responding with "budget yako ni gani?" (what’s your budget?) as if you’re doing them a favor is a guaranteed way to lose business.
Clueless Employees Who Are Probably Overworked and Underpaid – You walk into a shop, ask the attendant a simple question, and they stare back blankly before saying, "Sijui, boss hayuko" (I don’t know, the boss isn’t here). Why do you have employees who don’t know what they are selling? Training is not a luxury; it’s a necessity.
Offices in the Middle of Nowhere – If your business requires customers to visit you, don’t hide it in the depths of Industrial Area where even Google Maps gives up. If you must be far, at least ensure your location is well-marked, has clear directions, and is accessible. A customer shouldn't need a survival kit to find you.
Bad Customer Service and Care – Ever walked into a business and felt like you were the one begging to give them money? The receptionist barely looks up, the cashier is busy scrolling TikTok, and the manager is out for a "meeting"—all day. A little courtesy and prompt service go a long way.
Daylight Robbery and Fake Products – Selling fake perfumes as "original tester", switching high-quality items with cheap knockoffs, or inflating prices for unsuspecting customers is a great way to make a quick buck—until people catch on. And they will. Kenyans talk, and nothing kills a business faster than a bad reputation.
Owners and Managers with God Complexes – You know them. The ones who never show up to work but expect miracles. The ones who refuse to listen to their employees or customers because "mimi ndio boss" (I am the boss). Meanwhile, the business is crumbling. Leadership is not about titles; it's about being present and making informed decisions.
Treating Employees Like Garbage – You pay your workers peanuts, expect them to work from dawn to midnight, and then wonder why they steal from you or treat customers badly. Happy employees = happy customers. Simple.
Businesses That Are Never Open – You run a shop, but every time someone comes, they find it closed. "Nilienda lunch." "Nilienda kuchukua stock." (I went for lunch. I went to get stock.) Why should customers play hide and seek just to buy from you? Have reliable working hours and stick to them.
The "Boss is Coming" Syndrome – You walk into an office, and people are suddenly busy the moment they hear the boss is around. Before that? They were watching Netflix, discussing gossip, or doing side hustles. This culture of only working when being watched is why businesses stagnate. Work should be about results, not fear.

Final Thoughts

If any of these sound familiar, it might be time to rethink how you run your business. The truth is, many businesses in Kenya fail not just because of external factors like high taxes, but because of internal problems that could easily be fixed. Answer calls, train staff, update your pages, respect customers, and for heaven’s sake—be open during working hours!

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