Editor,I read with interest Paul Ntambala’s piece in The NewTimes, February, 4, titled "One step forward, two backward”. The management of Kigali Bus Service needs to up their game.The piece touched a pertinent question. It has become a habit today where some business people promise heaven on earth but later fail to live to their clients’ expectations.Paul, thank you for the good analysis of this issue and keep it up.Sandra Idossousidossou@theservicemag.com