How I Manage My Online Reputation as a Busy Working Mum in Nairobi

I’ve always loved the idea of skipping long queues and doing my shopping online. Nothing beats the feeling of clicking through my phone while on lunch break, adding items to the cart, and knowing I’ll pick everything up at Thika Road Mall (TRM) on my way home. No traffic drama, no end-month crowds. Just smooth, safe shopping.

But let me be honest with you—when I first started selling online, I was scared. I had been scammed many times before na si mara moja, and I knew how it felt to lose money and trust. I didn’t want anyone else to go through that. That fear pushed me to be different—to look for a solution and build a brand that people could actually believe in.

And over time, I learned something important: your online reputation can make or break your business.

Let’s talk, just mama to mama. Here’s what I’ve done to build trust, grow my Upsell store, and why it’s worked so well for me.

1. I Respond to Every Review (Even the Not-So-Good Ones)

When someone takes the time to leave a review, I take the time to reply. A kind “thank you” for the good ones and a sincere “sorry” for the not-so-good ones. I once had a client upset about a late delivery. I explained what happened, offered a discount, and you know what? She came back with a 5-star review and became a regular.

People trust businesses that listen. 93% of shoppers make decisions based on reviews. So yes, every little reply counts.

2. I Keep My Pages Fresh and Clear

My Upsell shop, WhatsApp, and socials all stay updated. You’ll find my contact, what I’m selling, opening hours—everything. I post new stock and even share when I’ll be closed.

Shoppers want to see you’re active. A clean, updated page says, “This business is real and ready.”

3. I Say What I’ll Do—Then I Do It

I’ve made it my rule: what they see online is what they’ll get. If I promise pink, they’ll get pink—not maroon. And if I say “next-day delivery,” that’s what I aim for. Delays happen, yes, but I communicate and follow through.

Trust grows when people know you mean what you say.

4. I Use Safe Pick-Up Points

This one is a big deal. Most of us have been scared of buying online. I used to be one of them. That’s why I love Upsell’s model. People shop online, then pick up from known, safe spots like TRM. No shady meetups. Just security and peace of mind.

When shoppers feel safe, they’ll come back again and again.

5. I Share Real Customer Feedback

Nothing builds trust like real voices. My happy customers send thank-you notes and post their packages. I always ask before sharing—and most are glad to be featured!

These messages speak louder than ads. They show potential customers that others have walked the path and loved the experience.

6. I Keep an Eye on My Brand

Every week, I do a mini check-up: I search my shop name online, scroll through tags, read comments. It helps me spot issues early and keep customers happy.

Your brand lives online, even when you’re offline. Better to stay one step ahead.

7. I Lead with Who I Am

Wayne W. Dyer once said, "Your reputation is in the hands of others. That’s what the reputation is. You can’t control that. The only thing you can control is your character."

That hit home for me. So I lead with honesty, kindness, and follow-through. Even when things go wrong, my customers know I’ll handle it. That character is what’s built me a loyal tribe.

People shop with people. And I want my tribe to know I’ve got them.

What Changed in My Business?

• Since I started being intentional about my online reputation:
• More repeat customers (some even refer me to their colleagues!)
• I get messages like “I saw your reviews and wanted to try.”
• I’m invited to market days and online sale events.
• My Upsell ratings look amazing—and that brings in more sales.

Step by step, I’ve grown from an unsure seller to a trusted mama biashara.

Final Thoughts: From Scared Shopper to Trusted Seller

It wasn’t easy. I’ve been scammed before, and I know the doubt. But here I am, running a trusted e-commerce shop that other mums rely on.

So this Saturday, as you scroll through your phone looking for where to buy your next pair of jeans or stock up on school snacks—think about the business reputation, not just the product.

If you’re starting out, or even if you’ve been at it for years, it’s never too late to manage your reputation better. Upsell makes it easier with trusted delivery points, an easy-to-use platform, and tools to grow your brand.

So mama biashara, don’t wait. Take a bold step today. Start small, stay consistent, and let your character shine.

👉 Ready to grow your online brand and win loyal customers? Sign up on Upsell today and let’s build trust together.