Transform Your World Through Excellent Service
An encounter with transformative customer service in Nigeria
How often have you heard, “Things are bad…”, “Things are bad …” only to have the same people griping about all the badness around them turn around to make things worse at the least opportunity?
This has been a recurring unflattering denominator experienced by most Nigerians in their own country.
Poor customers’ service is one area where badness seems to be the norm rather than the exemption. In Nigeria, many customer service personnel often think they are doing you a favor by receiving you at their offices.
Yesterday, I had an experience that raised my hopes. Yes, hope for a better Nigeria.
Power Distribution Companies (DISCOs) are the only entities statutorily recognized to provide electric power to our teeming underserved population. These DISCOs hold the yam (electricity supply) and the knife (power to bill and over-bill you). Consequently, many of their staff members act like demigods.
Unlike the typical Nigerian private and public service ethos, the customer service I received at PHED’s office that day was uplifting and transformative. The customer service lady’s (let’s call her Lady H) interaction with me was helpful, timely, and unlike the drivel of service that is the trademark of many Nigerian businesses.
This encounter highlights the power of individual actions in changing perceptions and improving society.
Back to my story.
If you live in Nigeria, you will immediately concur that the only organization that reeks lower than the country’s police force (we all love to dislike them) are the DISCOs. And indeed many DISCOs merit their poor public perception.
The officer who should have attended to me has gone on leave. I might as well have been told to go back and wait for her return from vacation. But Lady H took it upon herself to resolve my months-old lingering issue.
Despite my mistake in misrepresenting one of her higher managers, she immediately defended his integrity, saying, "I know Mr K. He would never do such a thing." It turned out that the receptionist at Mr K’s office was the person who misdirected me and not Mr. K himself.
Apology tendered.
Apology accepted.
No hard feelings.
In a country where people are struggling to survive, many Nigerians have no scruples maligning and stepping on others to move forward, as in dogs feasting on dogs style. Lady H's integrity was evident when she defended an absent colleague and quickly resolved my service issue.
Not only did she save me time, money, and hassles, but her actions also starkly contrasted with my previous negative experience with her non-user-friendly company.
Too often, many Nigerians take things into their hands. Too much.
Why?
Zero consequences.
Because there is no accountability, many people and organizations do whatever they like and get away with actions that impact negatively on those they ought to serve.
On that day, without fanfare, my heroine changed the narrative about her organization.
I left her office with a warm heart and gratitude on my lips.
“Thanks so much for resolving my issue. I’m so glad I met you.”
Here are my takeaway lessons from that encounter.
Own up to it when you’re wrong. I did.
Defend those who are absent, especially good people, who have already proved their trustworthiness in the past.
One person can make a world of difference. Be that one person. Stand up for the right. Do the right thing. If you brighten your own little corner while I do the same thing for mine, our community will be a better place.
Be quick to forgive and forget. Everyone has their own burdens, so be cautious of misrepresentation.
If you're one of the lucky ones with a job, ensure you perform it with excellence. Also, be an ambassador for your organization's values. Make your interactions positive. A blurry negative image from you can destroy your organization overnight.
People will forget what you said, people will forget what you did, but people will never forget how you made them feel.
~ Maya Angelou
Takeaways
In a society drowning in self-inflicted negativity, let your everyday encounters be an opportunity to create positive changes.
Always remember that your positive actions can change negative perceptions of your organization and help to improve the overall social fabric.
By adopting these lessons and endeavoring to effect change within our realms of influence, we contribute to the development of a better Nigeria and, consequently, a better world.
Thanks for reading.
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