The Courtesy of a Courtesy Call

In an age dominated by impersonal digital interactions, the courtesy call is a refreshing, meaningful, and important human gesture.

When I first entered the NGO space many years ago, I quickly learned that if you are doing any work in support of government, a courtesy call could mean the difference between securing a successful interaction and missing a crucial opportunity. This visit, aimed at providing information to administrative leads at various levels on the purpose of your presence in their space, holds a unique charm in both personal and professional realms. Far from being a relic of the past, courtesy calls offer a vital touch-point that bridges gaps and reinforces connections in a way that emails and texts could never achieve.

In professional settings, courtesy calls can also pre-empt potential issues, address misunderstandings before they escalate, and provide a platform for real-time feedback. This proactive approach often leads to higher satisfaction and can differentiate your organization and how you are perceived.

A few jobs back, just prior to a work trip, I recall being instructed by my supervisor that there was no need to plan for a courtesy call because, according to him, it took up too much time. When my team and I arrived in the district we were visiting, I requested that we make time for the courtesy call before starting our activities. We were all in the district for different activities. Following the supervisor's instructions however, my colleagues repeated, “We will just waste time.” I decided to go solo. I paid a courtesy call that took no longer than 10 minutes and included signing the visitors’ book. I then joined my colleagues at the facility we were working from. A few minutes after I arrived, the director I had paid a courtesy call to, came to the facility. When he met my colleagues, he asked what they were doing there. They explained. He then asked why they had not paid a courtesy call to his office. Fortunately, they were smart enough not to repeat our supervisor's words. Their failure to give a good enough reason, didn’t help their cause either. The director asked them to promptly leave his facility; as far as he was concerned, they were there illegally.

To some, this may seem like an over-the-top reaction, but think of it this way: The director is the owner of the house you are helping to improve. Without their knowledge or permission, you enter their home and head straight to their bedroom. Would that be considered respectful, even if you were doing something valuable for their house? If your answer is no, why would you then intentionally choose to disrespect the owner of a house? Even if you may have sent an email prior to communicate your visit, what do you really lose by taking a few minutes to make a physical courtesy call?

The power of a courtesy call lies in its simplicity and the personal touch it conveys. Unlike emails or text messages, a physical visit adds a layer of sincerity and immediacy, making the recipient feel valued and respected. An added pleasure for me has always been signing the visitors’ book while taking a sneak peek at who signed it before me. Many years ago, while at Lubwa Mission Hospital in the Northern Province, I had the honor of signing a visitors’ book that had also been signed by our first president, Dr. Kenneth David Kaunda, many years before me. There was a certain accomplished feeling that came with that, just as much as there has always been in showing colleagues, I have visited the facility before in a different capacity and sometimes even representing a different organization.

So the next time you visit a province or a district for work, take a moment and make that courtesy call. It's a small gesture that can open doors, build bridges, and leave a lasting impression that digital communications simply cannot match. If you opt not to, however, don’t be surprised if you are unceremoniously evicted from the home of your hosts ??.