When I hear the words personalised attention, my first thought is… money. Let’s be honest, it sounds like one of those polished Public Relations phrases thrown around to justify some ridiculously overpriced service.

Like when you’re at a fancy restaurant and the food costs more than your week’s groceries. Some well-cultured person will smile and say, “You’re paying for the service and ambience.” And sure, I get it. But deep down I believe things like good service and respect should be a bare minimum, not something you pay extra for.

That’s why my experience in Strathmore’s cafeteria got me thinking.

While seated in a corner, enjoying my pork (which, by the way, was so well-marinated I had to pause and appreciate the artistry), it hit me, this was excellent food, served with a genuine smile, and all at a very affordable price. It made me ask: So… have we been lied to all along? Is good service really that expensive, or are some places just overpricing dignity?

This meal sent me on a small investigative journey, what I like to call a wild goose chase to find out how Strathmore manages to pull this off. Because it wasn’t just about the food; it was about how I felt: seen, served, and respected. No frills. No premium price tag. Just thoughtful, human-centred service.

So, I had a chat with Joseph, the cafeteria accountant, during Cafeteria Awareness Week, and asked the real questions.

What’s the Secret Sauce?

I’ve always thought of the cafeteria as a hub of care. And yet, somehow, it remains affordable for everyone. Students on scholarships, staff on a budget, visitors. All get the same dignified experience. No hidden hierarchy. No VIP lanes.

Question one: How does the cafeteria’s pricing model account for the financial diversity among students and staff?

The cafeteria serves a diverse community that includes both students and staff. Many of our students are on partial or full scholarships, and it’s essential that our pricing model reflects the need for accessibility and inclusion.

That’s why we’ve maintained the same meal prices over the years, despite rising national inflation of food costs. Our goal is to ensure that no student is priced out of a dignified dining experience.

Question two: Are there meal options or subsidies for students who may not be able to afford certain meals?

Yes. Affordable, nutritious meals are always available in different portions, and pricing has remained unchanged for years to support scholarship students and promote equity. These efforts are sustained through strong cost-control measures, including bulk purchasing, supplier renegotiations, and efficient inventory management.

Additionally, we have a discreetly managed anfeeding program that provides daily meals and, in some cases, a small upkeep allowance for students in financial need.

Question three: How do you balance affordability with quality and sustainability in sourcing ingredients?

Balancing affordability with quality and sustainability is one of the core challenges we face, and one we approach with a strategic mindset. Although food prices have risen significantly nationwide, we’ve been able to maintain stable meal prices by implementing smart sourcing and operational efficiencies. This includes: Bulk purchasing and  Efficient inventory management.

Automation has further improved cost tracking and decision-making. These measures allow us to offer nutritious, high-quality meals without increasing the financial burden on students or staff.

Question four: Is part of the cafeteria’s financial model designed to support the hospitality and service element of dining?

The cafeteria financial model supports hospitality by ensuring a clean environment, courteous service, and well-presented meals, all enhancing the dining experience. It allocates resources for food preparation, staff training, service standards, and maintaining hygiene and customer satisfaction, aligning with the University’s values

Question five: How is feedback from students or staff factored into financial planning?

Feedback from students and staff is key to our financial planning and decision- making. Understanding their needs allows us to allocate resources effectively and meet expectations. We gather feedback through surveys, conversations, and suggestion boxes, which informs areas like:

Menu adjustments: If there’s demand for more affordable or healthier options, we incorporate this into meal planning.

Cost-control measures: Feedback on portion sizes and waste helps us refine inventory and procurement to avoid unnecessary spending.

Question six: Are there any plans or ideas you’re excited about that might improve personalisation in the future?

Feedback-based dynamic menus: We plan to create a more dynamic menu that adjusts based on continuous feedback from students and staff.

A Model That Works Because It Cares

So maybe personalised attention doesn’t need to come with gold cutlery and a violinist in the background. I am convinced it’s about people who care, who think through their systems, and who believe that everyone, regardless of their financial background, deserves to be treated with dignity.

Strathmore’s cafeteria isn’t perfect. But it’s real. It’s thoughtful. And it proves that excellence and affordability don’t have to be enemies. Next time you get your lunch and that cashier gives you a polite hello, or you sit down and think, “Wow, this meal is actually good,” just know it didn’t happen by chance.

It’s intentional. It’s smart. And most of all, it’s care served on a plate.

Article written by: Briege Mwangi