In Nigeria we proudly boast of our diverse cultures. We say we are culture rich and even foreigners attest to this fact. Our land is blessed with The Igbo, The Yoruba, The Hausa, The Tiv, The Itshekiri, The Irogbo, The Ibibio, The Efik, and e.t.c the list can go on for half of forever.
These cultures are so colourful and interesting when you go back in history to learn their origins. Areas like dance, masquerades, tradition, food, language, ways of doing things and so much more differentiate one from the others.
But, as a country what kind of culture do we really have?
I have come to believe that there are two different types of cultures.
One that exhibits the ethnic way of life of people from a particular area and one that exhibits a common way of life of people from diverse ethnic cultures and nationalities.
Okay! I am sure you are wondering what culture has got to do with service getting into your veins. Lol!
Once upon a time a couple of weeks back, I boarded an Aero flight to Abuja. As a matter of fact, it was on the very day violence commenced in some northern states after the Presidential election. Trust me, I am a die hard. Even when I heard that there was some unrest in Abuja, I was determined to flee jungle-Lagos for seemingly serene-Abuja.
Anyway, back to the main story…
I was on board the aircraft and seated in my aisle seat a row behind the middle exit door when this couple and their three months baby approached me and indicated that they were seated right next to me. It was one of those specially designed aircrafts with two seat by the middle exit doors instead of three seats.
Anyhow, I got up and let them through to settle down. But that was not to be for long because one of the flight attendant politely and kindly informed the lady she would have to be relocated because of the exit door policy.
Of course she felt stressed carrying the baby and all but politely complied. The flight attendant took her to some rows ahead but the only seats available were the middle seats which she declined. I mean this was a tall lady with a baby. A middle seat would definitely be un-funky. What she needed was an aisle seat far from the exit doors.
The flight attendant tried to negotiate with a couple of people with aisle seats but a little unrest begun because she was getting riled up with all the standing and then finally a gentleman got up from his aisle seat and offered it to her. She thanked him and gratefully tucked herself into the seat and stretched out her pretty long legs.
This gentleman was a Caucasian. Bravo!!
In my travels abroad one thing I observed on the busses and trains and in other public areas is the consideration for the elderly, the pregnant, the disabled and the nursing mother regardless of what nationality. It always warms my heart.
And so my heart was warmed again when this man gave up his seat. He was given the middle seat right by my side and I blessed him with a very warm smile. And he blushed. Lol!
Observations! Our fellow Nigerians in their usual way turned their heads away like it was none of their business. Why? O! Why? Are we so indifferent to the needs of others?
Mr. Caucasian found it a bit unsettling to be indifferent even as he observed the indifference around him. That is because of the prevalent culture that runs through his veins. He is a product of a system that places high value on certain things which to us seem mundane, and has made it not just a policy but a way of life.
We are blessed with wonderful cultures but lack a service culture as a people of Nigeria.
Sometimes I wonder if the diversity of ethnic cultures is the bane of this country.
Is it why we are so self absorbed as a people and as a Government?
Is that why men don't open doors for women? lol!
It would be nice to experience a change.
Remember, it takes the ‘Power of One’ to make a difference. Will you be the first to make that Service Change? I would love to know your thoughts. Please share. Thank you.
Tuesday, May 10, 2011
Let's Be Fair
Don’t you find it funny when events or tidbits missed on previous days become treasures of a new day?
Yes o! There I was doing my morning devotion over a hot mug of cappuccino and homemade salami and beacon sandwich, hmmm! Yummilicious. It was a humid morning that fell on the last day of March in this year 2011 and I was in this chilly office space reading and munching away while waiting for a others to arive for a meeting.
What was I reading? Open heavens; Volume Eleven 2011 by Pastor E.A Adeboye.
Anyway, I completed the devotion of the day and something tugged my hands to flip back to page-Tuesday. Please let me confess here that I did read Tuesday’s devotion but didn’t read the bible verse for the day. I was in such a hurry. That’s how I almost missed a wonderful treasure to share with you.
Anyhow, the topic-Tuesday was titled PARTIALITY NOT ALLOWED! And the bible verse referenced was James Chapter 2 vs. 1-9. So please permit me as I refer to the bible which I fondly call the Guide Book to ‘The Life Style’.
And it reads…
1 My brethren, do not hold the faith of our Lord Jesus Christ, the Lord of glory, with partiality. 2 For if there should come into your assembly a man with gold rings, in fine apparel, and there should also come in a poor man in filthy clothes, 3 and you pay attention to the one wearing the fine clothes and say to him, “You sit here in a good place,” and say to the poor man, “You stand there,” or, “Sit here at my footstool,” 4 have you not shown partiality among yourselves, and become judges with evil thoughts? 5 Listen, my beloved brethren: Has God not chosen the poor of this world to be rich in faith and heirs of the kingdom which He promised to those who love Him? 6 But you have dishonored the poor man. Do not the rich oppress you and drag you into the courts? 7 Do they not blaspheme that noble name by which you are called?
8 If you really fulfill the royal law according to the Scripture, “You shall love your neighbor as yourself,”you do well; 9 but if you show partiality, you commit sin, and are convicted by the law as transgressors.
The portions in italics are my areas of focus.
Now I am sure there’s a frown on your forehead as you wonder ‘how does this relate to service?’
Hold-up and I’ll tell you in a mo.
I have attended several customer service trainings, carried out lots of research for my knowledge-sharing opportunities and all have referred to fairness as one of the ingredients for making a customer’s experience fabulous.
They teach that because, as human beings we have the innate tendency to be moved by sight. What we see and perceive influences our attitude and then our behavior towards that which we have seen. The brain takes about a second to process the sight approaching and then sends a response great or not so great to other parts of the body.
If you do not agree with me please imagine this scene – You are standing in a not so crowded area and notice that you are being approached by two men, one looks sharp and on point in a made to measure pin striped navy blue suit, sparkling white shirt opened at the collar and correct shoes and the other…, in faded brown trouser, light yellow shirt and slippers. By the time they stop in front of you please think, who would hold your attention? One is a correct looking bloje, the other, hmmmmmm! Who would you give a heartwarming smile that reached your eyes and who would you give only a tight lipped? Who would you be so willing to assist?
Our natural instinct is to favour the one that looks better and please this is no fault of ours because we were made to be attracted to the finer things. But we are also called to achieve greater than mere mediocrity, we are called to do more than the barest minimum. We are called to rise above the normal ways of responding to situations and do the extra-ordinary. We are called to be fair. So the customer service trainings help you to be consciously competent at applying the right attitudes to treating the two different customers fairly.
Now I am aware that you may not have the opportunity, time or interest to attend organized customer service trainings so I implore you to try developing your attitudes positively, and make a conscious effort to be aware of how you treat others.
This is because when dealing with situations of this nature, it is always best to remember that all eyes are on you including that of Mr. So-Good-to-Look-At. And when he observes how shabbily you treat Mr. Not-Good-to-Look-At be sure that he would always think twice about coming back for your services.
How would you feel if you walked in the shoes of Mr. Not-Good-to-Look-At?
One thing’s for sure, you won’t be doing business there again and you would spread the word like wide fire.
Service is all about love; loving your neighbour as you yourself would want to be loved.
On that note do bear in mind that this call does not apply to the office place only. You come in contact with different people everyday. Leave the right impression always.
Remember, it takes the ‘Power of One’ to make a difference. Will you be the first to make that Service Change? I would love to know your thoughts. Please share. Thank you.
Yes o! There I was doing my morning devotion over a hot mug of cappuccino and homemade salami and beacon sandwich, hmmm! Yummilicious. It was a humid morning that fell on the last day of March in this year 2011 and I was in this chilly office space reading and munching away while waiting for a others to arive for a meeting.
What was I reading? Open heavens; Volume Eleven 2011 by Pastor E.A Adeboye.
Anyway, I completed the devotion of the day and something tugged my hands to flip back to page-Tuesday. Please let me confess here that I did read Tuesday’s devotion but didn’t read the bible verse for the day. I was in such a hurry. That’s how I almost missed a wonderful treasure to share with you.
Anyhow, the topic-Tuesday was titled PARTIALITY NOT ALLOWED! And the bible verse referenced was James Chapter 2 vs. 1-9. So please permit me as I refer to the bible which I fondly call the Guide Book to ‘The Life Style’.
And it reads…
1 My brethren, do not hold the faith of our Lord Jesus Christ, the Lord of glory, with partiality. 2 For if there should come into your assembly a man with gold rings, in fine apparel, and there should also come in a poor man in filthy clothes, 3 and you pay attention to the one wearing the fine clothes and say to him, “You sit here in a good place,” and say to the poor man, “You stand there,” or, “Sit here at my footstool,” 4 have you not shown partiality among yourselves, and become judges with evil thoughts? 5 Listen, my beloved brethren: Has God not chosen the poor of this world to be rich in faith and heirs of the kingdom which He promised to those who love Him? 6 But you have dishonored the poor man. Do not the rich oppress you and drag you into the courts? 7 Do they not blaspheme that noble name by which you are called?
8 If you really fulfill the royal law according to the Scripture, “You shall love your neighbor as yourself,”you do well; 9 but if you show partiality, you commit sin, and are convicted by the law as transgressors.
The portions in italics are my areas of focus.
Now I am sure there’s a frown on your forehead as you wonder ‘how does this relate to service?’
Hold-up and I’ll tell you in a mo.
I have attended several customer service trainings, carried out lots of research for my knowledge-sharing opportunities and all have referred to fairness as one of the ingredients for making a customer’s experience fabulous.
They teach that because, as human beings we have the innate tendency to be moved by sight. What we see and perceive influences our attitude and then our behavior towards that which we have seen. The brain takes about a second to process the sight approaching and then sends a response great or not so great to other parts of the body.
If you do not agree with me please imagine this scene – You are standing in a not so crowded area and notice that you are being approached by two men, one looks sharp and on point in a made to measure pin striped navy blue suit, sparkling white shirt opened at the collar and correct shoes and the other…, in faded brown trouser, light yellow shirt and slippers. By the time they stop in front of you please think, who would hold your attention? One is a correct looking bloje, the other, hmmmmmm! Who would you give a heartwarming smile that reached your eyes and who would you give only a tight lipped? Who would you be so willing to assist?
Our natural instinct is to favour the one that looks better and please this is no fault of ours because we were made to be attracted to the finer things. But we are also called to achieve greater than mere mediocrity, we are called to do more than the barest minimum. We are called to rise above the normal ways of responding to situations and do the extra-ordinary. We are called to be fair. So the customer service trainings help you to be consciously competent at applying the right attitudes to treating the two different customers fairly.
Now I am aware that you may not have the opportunity, time or interest to attend organized customer service trainings so I implore you to try developing your attitudes positively, and make a conscious effort to be aware of how you treat others.
This is because when dealing with situations of this nature, it is always best to remember that all eyes are on you including that of Mr. So-Good-to-Look-At. And when he observes how shabbily you treat Mr. Not-Good-to-Look-At be sure that he would always think twice about coming back for your services.
How would you feel if you walked in the shoes of Mr. Not-Good-to-Look-At?
One thing’s for sure, you won’t be doing business there again and you would spread the word like wide fire.
Service is all about love; loving your neighbour as you yourself would want to be loved.
On that note do bear in mind that this call does not apply to the office place only. You come in contact with different people everyday. Leave the right impression always.
Remember, it takes the ‘Power of One’ to make a difference. Will you be the first to make that Service Change? I would love to know your thoughts. Please share. Thank you.
Monday, April 4, 2011
The REVOLUTION has Begun
‘I am waiting for the revolution to start’ is what a friend said to me on Saturday the 2nd of April as we talked about the declining state of affairs in our country that would cause a planned election exercise to be postponed.
‘But, The Revolution has already begun’ was my response.
You may wonder why, how, when, where…did this revolution begin?
It begun in you, me and everyone who took those baby steps to join little groups who engaged in discussions about the state of the country and who to vote for.
…when radio stations and TV stations begun to air more and more programs on politics and aspiring candidates and people called in to air their views.
…And when information on candidates and parties were in prints and available on the internet and people bought and surfed respectively.
O! Yes, it began in you, me and everyone that felt the pain caused by the burning desire for change.
I also was blessed with a confirmation of this revolution when I went out to get accredited and saw young ladies and guys like me, waiting for the opportunity to put their finger print on change.
and even when I and my dear friends exchanged BB messages on what the situation was in our areas and whom to vote in to the House of Representatives and the Senate because some of us (I included), had failed to do our research on those aspiring categories of candidates.
Until a light bulb was turned on in my head after I heard commentaries stating that these categories of elects were as important as the Governors and President, I thought the House of Reps and Senate unimportant. I was given a new perspective - They sat and passed bills into law; they were decision makers that could influence our daily lives as the ones presently in office are doing. We needed to vote in those we believed would serve the people and not themselves.
Yes o! I didn’t want another group of self-centered leaders who were only concerned with the money they were going to stash away while the country bled and its people suffered.
Hence, on that faithful day I struggled into my ¾ jeans, slipped on a sleevless top because it was tres hot and comfortable flats and lest I forget moisturized my skin with Forever Living sunscreen lotion SPF 30 for extra protection from the rays of the sun. My phone and voters registration card were deeply tucked into my jeans pocket, no hand bag for a change and I had my shades on (my eyes need protection from the sun too). In my hand was a bottle of Coca Cola, in the other some slices of fruit cake wrapped in foil paper and a hello magazine with Elizabeth Taylor’s life/love stories to keep my mind entertained while I waited. I was geared up and ready to vote.
While out, I didn’t feel threatened by violence, in fact the atmosphere was peaceful. I actually felt safe in my area (lekki) and it felt good to wander around free without the need to watch my back.
And seeing all those people out there made me realize that people have begun to revolt inside, and that is how I know that the revolution has indeed begun and I was proud to stand with them in one accord as the burning sensation for change heated up my heart and the blood in my veins.
To be honest, the experience was not comfortable at all. I mean, the sun decided to play a hot number on us, and we had to stand around waiting to vote after being accredited. Yet, we all stood there, talked, waited, talked some more and it felt as if God renewed our strength as we waited. So much so that even when we heard the news of cancellation, we still stood there. No one was in a fierce hurry to leave.
Yet sadly, my very recent talks with different people have revealed that many of us didn’t register, and some who did made decisions not to vote.
Dear friends, please get involved, go out and vote if you registered. I know the postponed exercise was disappointing yet it was for a good cause. To give a chance for a fair election process to actualize.
We know that in times past, a result would have been announced even if just two centres had sent in their results and that would have been ‘The End’.
Can’t you all see that even INEC is changing?
So please don’t be weary, plan to go with friends and neighbors so you have company and find things to laugh about. Take some eats and drinks too. Make it fun!
We owe it to our country to join in this revolution for a Government that would serve ‘us’ right.
But we can only do that if we free our minds first from the 'it is not my problem mentality'.
Bob Marley sang…
Emancipate yourselves from mental slavery
None but ourselves can free our mind…
Yes! if we FREE OUR MIND, we FREE OUR LAND.
As a man thinks, so is he. So think that you can change, go out and VOTE.
God will stand by you as you do…
‘But, The Revolution has already begun’ was my response.
You may wonder why, how, when, where…did this revolution begin?
It begun in you, me and everyone who took those baby steps to join little groups who engaged in discussions about the state of the country and who to vote for.
…when radio stations and TV stations begun to air more and more programs on politics and aspiring candidates and people called in to air their views.
…And when information on candidates and parties were in prints and available on the internet and people bought and surfed respectively.
O! Yes, it began in you, me and everyone that felt the pain caused by the burning desire for change.
I also was blessed with a confirmation of this revolution when I went out to get accredited and saw young ladies and guys like me, waiting for the opportunity to put their finger print on change.
and even when I and my dear friends exchanged BB messages on what the situation was in our areas and whom to vote in to the House of Representatives and the Senate because some of us (I included), had failed to do our research on those aspiring categories of candidates.
Until a light bulb was turned on in my head after I heard commentaries stating that these categories of elects were as important as the Governors and President, I thought the House of Reps and Senate unimportant. I was given a new perspective - They sat and passed bills into law; they were decision makers that could influence our daily lives as the ones presently in office are doing. We needed to vote in those we believed would serve the people and not themselves.
Yes o! I didn’t want another group of self-centered leaders who were only concerned with the money they were going to stash away while the country bled and its people suffered.
Hence, on that faithful day I struggled into my ¾ jeans, slipped on a sleevless top because it was tres hot and comfortable flats and lest I forget moisturized my skin with Forever Living sunscreen lotion SPF 30 for extra protection from the rays of the sun. My phone and voters registration card were deeply tucked into my jeans pocket, no hand bag for a change and I had my shades on (my eyes need protection from the sun too). In my hand was a bottle of Coca Cola, in the other some slices of fruit cake wrapped in foil paper and a hello magazine with Elizabeth Taylor’s life/love stories to keep my mind entertained while I waited. I was geared up and ready to vote.
While out, I didn’t feel threatened by violence, in fact the atmosphere was peaceful. I actually felt safe in my area (lekki) and it felt good to wander around free without the need to watch my back.
And seeing all those people out there made me realize that people have begun to revolt inside, and that is how I know that the revolution has indeed begun and I was proud to stand with them in one accord as the burning sensation for change heated up my heart and the blood in my veins.
To be honest, the experience was not comfortable at all. I mean, the sun decided to play a hot number on us, and we had to stand around waiting to vote after being accredited. Yet, we all stood there, talked, waited, talked some more and it felt as if God renewed our strength as we waited. So much so that even when we heard the news of cancellation, we still stood there. No one was in a fierce hurry to leave.
Yet sadly, my very recent talks with different people have revealed that many of us didn’t register, and some who did made decisions not to vote.
Dear friends, please get involved, go out and vote if you registered. I know the postponed exercise was disappointing yet it was for a good cause. To give a chance for a fair election process to actualize.
We know that in times past, a result would have been announced even if just two centres had sent in their results and that would have been ‘The End’.
Can’t you all see that even INEC is changing?
So please don’t be weary, plan to go with friends and neighbors so you have company and find things to laugh about. Take some eats and drinks too. Make it fun!
We owe it to our country to join in this revolution for a Government that would serve ‘us’ right.
But we can only do that if we free our minds first from the 'it is not my problem mentality'.
Bob Marley sang…
Emancipate yourselves from mental slavery
None but ourselves can free our mind…
Yes! if we FREE OUR MIND, we FREE OUR LAND.
As a man thinks, so is he. So think that you can change, go out and VOTE.
God will stand by you as you do…
Monday, March 28, 2011
Customer Service, For Everyone
The general school of thought is that customer service belongs to only those whose primary function is interfacing with customers. People like Customer Service Officers of Banks, Tellers, Shop Sales Girls or Guys, Airline Reservation Officers, Contact Centre Consultants, Marketers, Account Officers e.t.c. are the only ones expected to render customer service. So they are scheduled for customer service trainings and expected to do the dirty work - take care of customers that have been disappointed. In fact there was a time the role of customer service was considered menial.
I never agreed to that thought school and am I glad, because time has certainly changed the perception of customer service. Oh! Yes, a shift in paradigm has changed the level importance.
Service differentiation sets the ‘Men’ apart from the ‘Boys’.
What I am trying to tell you dear reader is that the Global Community has changed its appreciation of Customer Service Delivery to accept that it belongs to every staff of any organization.
A friend of mine who works in a back office of one of the Nigerian banks related a near miss incident to me. She was walking out of the Head Office when someone stopped her and enquired from her information on term deposits and rates. She said she was friendly, respectful and helpful. She gave the customer as much information as she had stored in her memory bank, engaged him by probing him with questions and as she did that smartly lead him to the branch situated in the Head Office and handed him over to the right person to complete the experience. What was even amazing was that she said to me that she even went ahead to give all the information she had divulged from the customer to the other staff. This was very helpful to stop the customer from repeating everything. She also requested for the customer’s contact number for follow-up. She said she felt very good about herself as she went on her way.
The customer was so delighted and impressed by my friend’s professional committed attitude that he not only opened a term deposit account, he later proceeded to move his account from another back to her bank.
Dear Back office staff, you may not always come in contact with customers on a daily basis but, that one customer that you meet by chance should be given quality service delivery because you can never tell. The impression you leave the customer with could do a lot of good for your organization or a lot of bad. BE PREPARED!
My friend let on that she was privy to customer service trainings organized by her bank and confessed that if not for the trainings, she might have merely directed the customer to the branch and gone on her merry way.
I guess that bank knows what’s up.
My paths also met a Top Management Staff of another bank who related his experience. He said one day he was walking out of a branch he’d just finished inspecting, when a customer seeing his lapel pin stopped him and reported a non-dispensing ATM. Being an interested customer centric person, he accompanied the customer back to the ATM and asked her to try withdrawing again. As he observed, he noticed that the customer punched the wrong button, ‘Statement’ instead of ‘Withdrawal’. So he proceeded to educate the customer who was later able to withdraw. The customer left happy, with better knowledge and Mr. Top Management also left feeling very good about himself.
As long as you are identified as a staff of an organization, a customer can stop you and ask for any kind of assistance without really knowing who you are, what department you work with or your position. All he/she wants is a listening ear and a quick resolution to the issues at hand. So every staff is a service ambassador.
Now, during my research on this topic, I stumbled on a very interesting piece of information. They are words from a certain wise lady, Penny Handscomb (VP-HR/Training, Provide Commerce Inc.)
“If you get everybody in the company involved in customer service, not only are they ‘feeling the customer’ but they’re also getting a feeling for what’s not working.”
Dear Organizations, customer service is the key in setting you apart from competition and the service custodians are your staff. Therefore, regardless of job description your Junior Staff, Middle Management and Top Management are your investment. Empower them with customer service know-how and watch as you increase your customer base, business volume, profit margin and most important, watch as you set yourself apart from competition.
Remember, it takes the ‘Power of One’ to make a difference. Why don’t you be the first to make that Service Change!
I never agreed to that thought school and am I glad, because time has certainly changed the perception of customer service. Oh! Yes, a shift in paradigm has changed the level importance.
Service differentiation sets the ‘Men’ apart from the ‘Boys’.
What I am trying to tell you dear reader is that the Global Community has changed its appreciation of Customer Service Delivery to accept that it belongs to every staff of any organization.
A friend of mine who works in a back office of one of the Nigerian banks related a near miss incident to me. She was walking out of the Head Office when someone stopped her and enquired from her information on term deposits and rates. She said she was friendly, respectful and helpful. She gave the customer as much information as she had stored in her memory bank, engaged him by probing him with questions and as she did that smartly lead him to the branch situated in the Head Office and handed him over to the right person to complete the experience. What was even amazing was that she said to me that she even went ahead to give all the information she had divulged from the customer to the other staff. This was very helpful to stop the customer from repeating everything. She also requested for the customer’s contact number for follow-up. She said she felt very good about herself as she went on her way.
The customer was so delighted and impressed by my friend’s professional committed attitude that he not only opened a term deposit account, he later proceeded to move his account from another back to her bank.
Dear Back office staff, you may not always come in contact with customers on a daily basis but, that one customer that you meet by chance should be given quality service delivery because you can never tell. The impression you leave the customer with could do a lot of good for your organization or a lot of bad. BE PREPARED!
My friend let on that she was privy to customer service trainings organized by her bank and confessed that if not for the trainings, she might have merely directed the customer to the branch and gone on her merry way.
I guess that bank knows what’s up.
My paths also met a Top Management Staff of another bank who related his experience. He said one day he was walking out of a branch he’d just finished inspecting, when a customer seeing his lapel pin stopped him and reported a non-dispensing ATM. Being an interested customer centric person, he accompanied the customer back to the ATM and asked her to try withdrawing again. As he observed, he noticed that the customer punched the wrong button, ‘Statement’ instead of ‘Withdrawal’. So he proceeded to educate the customer who was later able to withdraw. The customer left happy, with better knowledge and Mr. Top Management also left feeling very good about himself.
As long as you are identified as a staff of an organization, a customer can stop you and ask for any kind of assistance without really knowing who you are, what department you work with or your position. All he/she wants is a listening ear and a quick resolution to the issues at hand. So every staff is a service ambassador.
Now, during my research on this topic, I stumbled on a very interesting piece of information. They are words from a certain wise lady, Penny Handscomb (VP-HR/Training, Provide Commerce Inc.)
“If you get everybody in the company involved in customer service, not only are they ‘feeling the customer’ but they’re also getting a feeling for what’s not working.”
Dear Organizations, customer service is the key in setting you apart from competition and the service custodians are your staff. Therefore, regardless of job description your Junior Staff, Middle Management and Top Management are your investment. Empower them with customer service know-how and watch as you increase your customer base, business volume, profit margin and most important, watch as you set yourself apart from competition.
Remember, it takes the ‘Power of One’ to make a difference. Why don’t you be the first to make that Service Change!
Tuesday, March 15, 2011
THE POWER OF ONE
As the year 2005 drew to an end my dear friend Fifi and I found ourselves in a beautiful church in Parkview Estate, Lagos. It was one of those years I felt out of sorts, not being used to spending the New Year away from my loving family in Calabar. It was also the first time I would usher in the New Year in a church. Yes o! My family tradition is always to gather round in our sitting room about an hour into the new year while we take turns to pray; from the head of the family to the last born, and then once the clock strikes 00:00 hours we would hug, pop champagne and munch on some roasted/grilled chicken, some cake, make calls to friends and family and even dance to music playing somewhere... those moments were always special. Okay! Before I derail this train of thoughts, what was I saying...?
As we settled in to hear the beautiful sermon I looked round at unfamiliar faces, all of us seated in one accord, wanting to thank our Maker for the gift of life to see the end of a year and to pray for His grace in the New Year. Then as the clock struck 15 minutes to 00:00 hours, the time that would mark the end and the beginning in just one strike, the Pastor announced that the generator set would be turned off 5 minutes before midnight and he hoped we had brought our candles. He said that he would strike the only match stick and shared instructions on how our candles should be lit.
Fifi and I looked round helplessly because we didn’t bring candles. We didn’t even know to bring one as we were not members of the church. Lol! But, thank God for the gift of sharing. Someone thrust a candle in my hand and the next moment the lights went out. In total darkness I watched as the little strike of a match gave light to a single candle and I saw the candle move in the darkness as it gave light to another and another and those candles turned and started to share their light. And the light spread like wild fire so to speak, because in no time my chance came to light my little-halved candle (had to share with Fifi). As I excitedly lit mine, I looked up and beheld the most beautiful sight ever. The large interior was completely lit up and the glow from all the candles made it look even more beautiful than a dozen chandeliers ever could. I was still gazing round in awe when... 2006 was ushered in with shouts, whistles, tears, laughter, hugs and over a hundred glows.
Now that is an experience that will stay with me forever.
It opened my mind to some learning points that the power of one can wield.
- The power of sharing your light can never diminish your light.
- Lead by showing good example always. When you affect others they
too will affect others.
- When we all shine together, we shine much brighter.
So when I think of our nation that has turned 50, I wonder when will our light start to shine? when we reach 100 years? Why do we remain in the same state? Where is progress? Where is development? Where is the love? (Like the Black Eyed Peas sang)Where is CHANGE?
We the Naija people complain and groan about the state of affairs in our land and change does come but, only for the worse.
I remember being taught this famous words by Abraham Lincoln “Government of the PEOPLE, by the PEOPLE, for the PEOPLE, shall not perish”. And here we are a democratic nation with a Government to govern the PEOPLE, supposedly instituted by the PEOPLE, but whose decision and actions is not for the PEOPLE, who suffer while those in power continuously benefit.
Just like an hourglass that recycles the same sand between each half, so is the story of our Government who traps the benefits of the PEOPLE within its walls with each change of hand.
The attitude of leadership should be humility and servitude. I daresay that is the case with our leaders. Sometimes I wonder how they feel knowing that their chance to serve and care comes and goes with the blind pursuit and trappings of wealth. And I also wonder how they feel knowing that they leave a legacy of only visions of material things for their children.
No wonder Nigeria lacks a service culture. Our leaders think of themselves only and that is why we are a people who have a 'me, myself and I' attitude to life.
That being said, I must commend some leaders like past Governor Donald Duke and Governor Fashola who took the bold step to be different. To give back to the PEOPLE in a way that they can see, feel and hear. Though only baby steps, they lead in the right direction and could get stronger and surer if others follow. They are not perfect by any means but they stood and still stand for change.
It bleeds my heart to think that our unborn might birth into this vicious land of lost values. I fear that our children, meant to be our future will become children of our end.
So this is a cry out to all who crave change. While our leaders take their time to figure out what direction to lead, I believe we the PEOPLE should embrace another perspective of life. We can individually stand for something and vote for who we believe should lead us. We can influence our leaders.
It takes the power of one mind, one perspective, one choice, one group, one act to influence great change no matter how small the change may seem. Let’s play our part in this role of change, for change has got to come during these elections that draw ever so near, remember that your vote counts because it would be counted. Your one vote will make a difference by one. So stand up to your responsibility as a Nigerian.
Don’t waste your one vote on sentimental, emotional, Zonal and ethnical reasons. Think before you vote. Pray before you vote. Research before you vote. Be informed before you vote. Look back at our history, assess our present and vote for the future you want to live.
A future with positive and progressive change! Change from the past and change from the present.
And while you are doing that, bear in mind that if you can touch the lives of one person or a handful of people around you in any little way to help alleviate their situation then you have played your part in change.
This move is a decision, a choice to show love,care, to give not expecting to receive, to create opportunities for employment and empowerment in entrepreneurial environments, to open another's mind to think outside the box and to exhibit exemplary lifestyles.
Yes, even you have to change for change to come.
Finally, I leave you with words that I love so much; wise words from Dear Mother Theresa God rest her gentle soul, “do not wait for leaders, do it alone, person to person”. Yes, it takes the power of one. You and me, to bring about the change that we want to see in our land. That is how we serve.
God bless us as we stand together for change.
As we settled in to hear the beautiful sermon I looked round at unfamiliar faces, all of us seated in one accord, wanting to thank our Maker for the gift of life to see the end of a year and to pray for His grace in the New Year. Then as the clock struck 15 minutes to 00:00 hours, the time that would mark the end and the beginning in just one strike, the Pastor announced that the generator set would be turned off 5 minutes before midnight and he hoped we had brought our candles. He said that he would strike the only match stick and shared instructions on how our candles should be lit.
Fifi and I looked round helplessly because we didn’t bring candles. We didn’t even know to bring one as we were not members of the church. Lol! But, thank God for the gift of sharing. Someone thrust a candle in my hand and the next moment the lights went out. In total darkness I watched as the little strike of a match gave light to a single candle and I saw the candle move in the darkness as it gave light to another and another and those candles turned and started to share their light. And the light spread like wild fire so to speak, because in no time my chance came to light my little-halved candle (had to share with Fifi). As I excitedly lit mine, I looked up and beheld the most beautiful sight ever. The large interior was completely lit up and the glow from all the candles made it look even more beautiful than a dozen chandeliers ever could. I was still gazing round in awe when... 2006 was ushered in with shouts, whistles, tears, laughter, hugs and over a hundred glows.
Now that is an experience that will stay with me forever.
It opened my mind to some learning points that the power of one can wield.
- The power of sharing your light can never diminish your light.
- Lead by showing good example always. When you affect others they
too will affect others.
- When we all shine together, we shine much brighter.
So when I think of our nation that has turned 50, I wonder when will our light start to shine? when we reach 100 years? Why do we remain in the same state? Where is progress? Where is development? Where is the love? (Like the Black Eyed Peas sang)Where is CHANGE?
We the Naija people complain and groan about the state of affairs in our land and change does come but, only for the worse.
I remember being taught this famous words by Abraham Lincoln “Government of the PEOPLE, by the PEOPLE, for the PEOPLE, shall not perish”. And here we are a democratic nation with a Government to govern the PEOPLE, supposedly instituted by the PEOPLE, but whose decision and actions is not for the PEOPLE, who suffer while those in power continuously benefit.
Just like an hourglass that recycles the same sand between each half, so is the story of our Government who traps the benefits of the PEOPLE within its walls with each change of hand.
The attitude of leadership should be humility and servitude. I daresay that is the case with our leaders. Sometimes I wonder how they feel knowing that their chance to serve and care comes and goes with the blind pursuit and trappings of wealth. And I also wonder how they feel knowing that they leave a legacy of only visions of material things for their children.
No wonder Nigeria lacks a service culture. Our leaders think of themselves only and that is why we are a people who have a 'me, myself and I' attitude to life.
That being said, I must commend some leaders like past Governor Donald Duke and Governor Fashola who took the bold step to be different. To give back to the PEOPLE in a way that they can see, feel and hear. Though only baby steps, they lead in the right direction and could get stronger and surer if others follow. They are not perfect by any means but they stood and still stand for change.
It bleeds my heart to think that our unborn might birth into this vicious land of lost values. I fear that our children, meant to be our future will become children of our end.
So this is a cry out to all who crave change. While our leaders take their time to figure out what direction to lead, I believe we the PEOPLE should embrace another perspective of life. We can individually stand for something and vote for who we believe should lead us. We can influence our leaders.
It takes the power of one mind, one perspective, one choice, one group, one act to influence great change no matter how small the change may seem. Let’s play our part in this role of change, for change has got to come during these elections that draw ever so near, remember that your vote counts because it would be counted. Your one vote will make a difference by one. So stand up to your responsibility as a Nigerian.
Don’t waste your one vote on sentimental, emotional, Zonal and ethnical reasons. Think before you vote. Pray before you vote. Research before you vote. Be informed before you vote. Look back at our history, assess our present and vote for the future you want to live.
A future with positive and progressive change! Change from the past and change from the present.
And while you are doing that, bear in mind that if you can touch the lives of one person or a handful of people around you in any little way to help alleviate their situation then you have played your part in change.
This move is a decision, a choice to show love,care, to give not expecting to receive, to create opportunities for employment and empowerment in entrepreneurial environments, to open another's mind to think outside the box and to exhibit exemplary lifestyles.
Yes, even you have to change for change to come.
Finally, I leave you with words that I love so much; wise words from Dear Mother Theresa God rest her gentle soul, “do not wait for leaders, do it alone, person to person”. Yes, it takes the power of one. You and me, to bring about the change that we want to see in our land. That is how we serve.
God bless us as we stand together for change.
The PERFECT Square Treatment
No one can be perfect is what you hear people say. Even God didn’t make anyone perfect. Like the wise ones say, “There must be a ‘comma’ somewhere” that will reveal the person’s flaw.
This is true, I totally agree.
However, though we are not made perfect, there are things that we can do perfectly.
Like make a person’s interaction with us perfect.
So before you read on take a moment and do an inner reflection. Are you perfect with every customer interaction, be it face-to-face or over the phone?
Your answer may be ‘yes’, it may be ‘no’ or it may be ‘I am unsure’. Whichever it is, the list below will tell you how perfect you treat people.
To know which answer you will give, it is important to become consciously aware of what PERFECT means.
P - Polite – displaying good manners, by greeting,
acknowledging and speaking kindly.
E - Energy – handling duties/tasks with zeal.
R - Respect – showing regard and consideration.
F - Friendly – being sympathetically helpful, amiable
and kind hearted.
E - Empathy – showing that you understand and feel what
the other is going through.
C - Cheerful – exhibiting good cheer and always pleasant
and in high spirits.
T - Tactful – exercising caution, patience, diplomacy and
wisdom when addressing the customer. Watch what you say.
P - Product Knowledge – being able to quickly respond correctly
to enquiries about the organizations products/services.
E - Enthusiasm – exhibition of passion and willingness to assist.
R - Responsible – taking ownership of the issue.
F - Fairness – treating all customers equally.
E - Engaging – probing to know a little more about the customer,
helps to personalize the experience & build rapport.
C - Calm – projecting a cool disposition regardless of irate
customers.
T – Thankful – saying ‘thank you’ at the end.
These are all part of the make-up that helps you give the Perfect2 treatment.
I have discovered that one cannot easily achieve this with every interaction. So there is a need to honestly evaluate the service you deliver. The way to do this is to join me in this game called Be Perfect2.
How to play BE Perfect2
First plot the table for each week. The first columns should have the entire perfect tips listed. While the top most row should have the days of the week listed from Monday to Sunday. And the empty areas are there for you to mark where you honestly practiced each tip.
Now I know it will be difficult to rate all your interactions, so pick one for each day at a time like 1pm when the sun is up and you are beginning to feel those dreadful hunger pangs. And remember to evaluate yourself right after the interaction with the customer.
At the end of each week, do a count down and see the areas that you were found lacking. Please remember that this is not limited to only paying customers. You are faced with internal customers as well i.e. your colleagues. They too deserve the perfect2 treatment.
If you should commit to practicing these habits of honest evaluation every day for one month, you’ll find that you will become consciously competent in rendering the Perfect2 treatment. They become a way of life.
They wise say that practice makes perfect. I say that constant and committed practice makes perfect2.
Remember, it takes the ‘Power of One’ to make a difference. Why don’t you be the first to make that Service Change?
This is true, I totally agree.
However, though we are not made perfect, there are things that we can do perfectly.
Like make a person’s interaction with us perfect.
So before you read on take a moment and do an inner reflection. Are you perfect with every customer interaction, be it face-to-face or over the phone?
Your answer may be ‘yes’, it may be ‘no’ or it may be ‘I am unsure’. Whichever it is, the list below will tell you how perfect you treat people.
To know which answer you will give, it is important to become consciously aware of what PERFECT means.
P - Polite – displaying good manners, by greeting,
acknowledging and speaking kindly.
E - Energy – handling duties/tasks with zeal.
R - Respect – showing regard and consideration.
F - Friendly – being sympathetically helpful, amiable
and kind hearted.
E - Empathy – showing that you understand and feel what
the other is going through.
C - Cheerful – exhibiting good cheer and always pleasant
and in high spirits.
T - Tactful – exercising caution, patience, diplomacy and
wisdom when addressing the customer. Watch what you say.
P - Product Knowledge – being able to quickly respond correctly
to enquiries about the organizations products/services.
E - Enthusiasm – exhibition of passion and willingness to assist.
R - Responsible – taking ownership of the issue.
F - Fairness – treating all customers equally.
E - Engaging – probing to know a little more about the customer,
helps to personalize the experience & build rapport.
C - Calm – projecting a cool disposition regardless of irate
customers.
T – Thankful – saying ‘thank you’ at the end.
These are all part of the make-up that helps you give the Perfect2 treatment.
I have discovered that one cannot easily achieve this with every interaction. So there is a need to honestly evaluate the service you deliver. The way to do this is to join me in this game called Be Perfect2.
How to play BE Perfect2
First plot the table for each week. The first columns should have the entire perfect tips listed. While the top most row should have the days of the week listed from Monday to Sunday. And the empty areas are there for you to mark where you honestly practiced each tip.
Now I know it will be difficult to rate all your interactions, so pick one for each day at a time like 1pm when the sun is up and you are beginning to feel those dreadful hunger pangs. And remember to evaluate yourself right after the interaction with the customer.
At the end of each week, do a count down and see the areas that you were found lacking. Please remember that this is not limited to only paying customers. You are faced with internal customers as well i.e. your colleagues. They too deserve the perfect2 treatment.
If you should commit to practicing these habits of honest evaluation every day for one month, you’ll find that you will become consciously competent in rendering the Perfect2 treatment. They become a way of life.
They wise say that practice makes perfect. I say that constant and committed practice makes perfect2.
Remember, it takes the ‘Power of One’ to make a difference. Why don’t you be the first to make that Service Change?
Friday, March 11, 2011
Employees are an Asset
On a steamy hot sunny Saturday that fell on the 14th day of November in the year 2009, I walked into a drug store to purchase a pack of Calcium Sandoz for my cold, and my much needed Neutrogena Body Oil. There were two pleasant guys in attendance. They had my Calcium Sandoz but, didn’t have my body oil in stock and that is as much as I was told. So I paid for my Calcium and left.
Down the street is another drug store and was sure that they would have my oils. I was also in bit of a hurry as I was expected to attend a wedding ceremony with my friends.
They didn’t have it in stock either. Now I didn’t know what to do and could not imagine driving anywhere else.
As I turned to leave, the pharmacist engaged me in a little conversation, she wanted to know if I had an option B and when I told her that that was the only oil I used she asked me to hold on and did something amazing. She explained to me that she would like to call another of their location which was further down the same road to confirm if they had my oil in stock. They didn’t have it either.
But, she didn’t give up. She immediately called another location at the Silverbird Galleria and hit gold. They had it in stock and nicely turned to me to inquire if it would be okay to have it delivered to me at the shop while I waited. ‘Sure’ I said. But, I wanted to know how long it will take. And she promised that I would have it in 15 minutes. I could wait 15 minutes after all the sun was still crazy hot and I didn’t want to face the hassles of the famous parking space wahala and she asked nicely. No way could I refuse.
I was offered a seat, chilled and decided to while away my 15 minutes capturing the experience on my Nokia E71 Quick Active Note. Hmm! How I love technology…
Med Plus is the first store I visited while Mopheth is the second.
While I waited, I discreetly observed how they attended to other customers. It was the same experience.
Three customers walked in at the same time, two females and a male. The two pharmacists at the counter sprung seamlessly into pleasant action immediately.
They both engaged the customers in intelligent conversation as it concerned their reason for visiting. I looked to see if they behaved the same way. Yes they did. There was an instance where the other pharmacist realized that the drug requested by the customer was unavailable; she immediately placed calls to other locations. Another thing that struck me was the display of healthy competition. On discovering that the other locations didn’t have the drug, she enthusiastically directed the customers to another pharmacy that they were sure would have in stock even gave him, clear instructions on how to get there.
Lest I forget, they spoke quality English and were witty enough to add a sense of humor too.
Why won’t I go back there? Why won’t the other customers go back there? In fact, Mopheth will be my first stop always.
The similarities in the two stores are; multiple locations, quality products, clean and well presented stock, pleasant trained pharmacists (store one had two guys while store two had two ladies) who looked presentable.
While the difference is, quality customer service delivery, the genuine willingness to assist. Those ladies got me with that.
You might argue that ladies are naturally hospitable and men are not. I’ll agree, and say in their homes may be. But, in their place of employ you see another side. Like they have multiple / split personalities. Some ladies can be worse than men.
Yet in this case, the men were just okay. They were pleasant and delivered customer service. What I need to point out is that they could have delivered the experience. They could have gone an extra mile to see how they could assist instead of letting me sail through the doors of competition.
Every business's reason for existence is to make profit; andprofit is made from repeat business and new business via word of mouth advertisement from delighted and impressed customers.
Men can be trained to draw on their softer side to show empathy, compassion and other attributes necessary to give quality service.
Everyone can be trained to be more involved in their jobs.
…12 minutes later I had my bottle of oil. Not only did they offer fantastic service, they also surprised me with delivering in less than the promised time. I was prepared to wait for 15 to 20 minutes considering the Nigerian time factor but, they got me there too. I was timing them and they exceeded my expectations.
The ladies were awesome, and guess what! Because I spent extra time there, I got a chance to really look round. Do you know that saying that you find stuff when you are not looking is so true? I am so going back.
Going the extra mile to show a customer that you care about them and the well being of your organization does a great deal for customer psyche. It positively influences customer retention and loyalty.
I can’t help but wonder about the background of the business owner. What influenced her recruitment choices? Did she have hindsight? Does she show care to her staff? Did she invest in training? 20 questions!!
People make a difference and should feel good about themselves.
I left there with the feeling that the ladies were not just working for the pay check; they seemed to really love their jobs and cared about keeping customers happy.
What do you think it takes get staff in this mind state?
I’ll end by saying that it is refreshing to be served by one who is genuinely
willing and can engage you in meaningful, relevant conversation.
Truly professional; truly World Class. Thumbs up! Mopheth. You have invested in your staff and turned them into assets.
Remember, it takes the ‘Power of One’ to make a difference. Will you be the first to make that Service Change? I would love to know your thoughts. Please share. Thank you.
Down the street is another drug store and was sure that they would have my oils. I was also in bit of a hurry as I was expected to attend a wedding ceremony with my friends.
They didn’t have it in stock either. Now I didn’t know what to do and could not imagine driving anywhere else.
As I turned to leave, the pharmacist engaged me in a little conversation, she wanted to know if I had an option B and when I told her that that was the only oil I used she asked me to hold on and did something amazing. She explained to me that she would like to call another of their location which was further down the same road to confirm if they had my oil in stock. They didn’t have it either.
But, she didn’t give up. She immediately called another location at the Silverbird Galleria and hit gold. They had it in stock and nicely turned to me to inquire if it would be okay to have it delivered to me at the shop while I waited. ‘Sure’ I said. But, I wanted to know how long it will take. And she promised that I would have it in 15 minutes. I could wait 15 minutes after all the sun was still crazy hot and I didn’t want to face the hassles of the famous parking space wahala and she asked nicely. No way could I refuse.
I was offered a seat, chilled and decided to while away my 15 minutes capturing the experience on my Nokia E71 Quick Active Note. Hmm! How I love technology…
Med Plus is the first store I visited while Mopheth is the second.
While I waited, I discreetly observed how they attended to other customers. It was the same experience.
Three customers walked in at the same time, two females and a male. The two pharmacists at the counter sprung seamlessly into pleasant action immediately.
They both engaged the customers in intelligent conversation as it concerned their reason for visiting. I looked to see if they behaved the same way. Yes they did. There was an instance where the other pharmacist realized that the drug requested by the customer was unavailable; she immediately placed calls to other locations. Another thing that struck me was the display of healthy competition. On discovering that the other locations didn’t have the drug, she enthusiastically directed the customers to another pharmacy that they were sure would have in stock even gave him, clear instructions on how to get there.
Lest I forget, they spoke quality English and were witty enough to add a sense of humor too.
Why won’t I go back there? Why won’t the other customers go back there? In fact, Mopheth will be my first stop always.
The similarities in the two stores are; multiple locations, quality products, clean and well presented stock, pleasant trained pharmacists (store one had two guys while store two had two ladies) who looked presentable.
While the difference is, quality customer service delivery, the genuine willingness to assist. Those ladies got me with that.
You might argue that ladies are naturally hospitable and men are not. I’ll agree, and say in their homes may be. But, in their place of employ you see another side. Like they have multiple / split personalities. Some ladies can be worse than men.
Yet in this case, the men were just okay. They were pleasant and delivered customer service. What I need to point out is that they could have delivered the experience. They could have gone an extra mile to see how they could assist instead of letting me sail through the doors of competition.
Every business's reason for existence is to make profit; andprofit is made from repeat business and new business via word of mouth advertisement from delighted and impressed customers.
Men can be trained to draw on their softer side to show empathy, compassion and other attributes necessary to give quality service.
Everyone can be trained to be more involved in their jobs.
…12 minutes later I had my bottle of oil. Not only did they offer fantastic service, they also surprised me with delivering in less than the promised time. I was prepared to wait for 15 to 20 minutes considering the Nigerian time factor but, they got me there too. I was timing them and they exceeded my expectations.
The ladies were awesome, and guess what! Because I spent extra time there, I got a chance to really look round. Do you know that saying that you find stuff when you are not looking is so true? I am so going back.
Going the extra mile to show a customer that you care about them and the well being of your organization does a great deal for customer psyche. It positively influences customer retention and loyalty.
I can’t help but wonder about the background of the business owner. What influenced her recruitment choices? Did she have hindsight? Does she show care to her staff? Did she invest in training? 20 questions!!
People make a difference and should feel good about themselves.
I left there with the feeling that the ladies were not just working for the pay check; they seemed to really love their jobs and cared about keeping customers happy.
What do you think it takes get staff in this mind state?
I’ll end by saying that it is refreshing to be served by one who is genuinely
willing and can engage you in meaningful, relevant conversation.
Truly professional; truly World Class. Thumbs up! Mopheth. You have invested in your staff and turned them into assets.
Remember, it takes the ‘Power of One’ to make a difference. Will you be the first to make that Service Change? I would love to know your thoughts. Please share. Thank you.
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