I can attest to Nairobi but I thought J'Burg was ahead of Nigeria.

This is so true... the success stories we hear hardly mention the waiting, the sleepless nights, hardwork, running out of funds etc etc...any sources with this real experiences you can recommend?

Patience, understanding the customer and designing a product/service for the customer

As today's consumer becomes more cost conscious, generosity goes along way in the value for money proposition. It will cost the provider in the short run but pays in the long run. Indeed a brand attribute that sells.