Let me start this write up in pidgin English “na you wan sell, na you dey do guy, who you help?” I have my money, I can go wherever I like. I don’t have an obligation to patronize you.
You see, when the customer care service of an organization is a write off with hostile or less than friendly staff, it is a big deal because I really don’t know why they exist in the first place. Unfortunately, we find them everywhere; in the banks, shopping malls, private firms, government palatals and of course in the market place. I have often felt like walking away without achieving my purpose of visiting a customer help desk as in one experience I had with a certain popular bank; I needed to make a withdrawal urgently but I couldn’t because all efforts to get my ATM card from the said bank had proved abortive for no good reason. I however desperately needed to make the withdrawal so I went to the customer care stand. First, she couldn’t even manage a smile; second, it was like I was more of an intruder than a customer. I didn’t mind much, so I went on to carry out her counsel which meant I had to meet another staff of the bank. On getting upstairs, my warm hello was met with a very stern look like the ‘can’t you see I’m busy’ look. I was desperate so I went ahead and stated my reasons for appearing before her uninvited but she totally ignored me and kept on with her business. I just stood there wondering… until (by coincidence) the first person that attended to me down stairs came up and (to my surprise) asked if I had been attended to. Only then did the lady turn to her colleague and ask in a condescending tone “what is her issue”? I was dumb founded and totally felt like a kid who didn’t possess the ability to express herself. I might have blown up (the former me, I would have brought down the whole banking hall with my wahala) but I thought, two wrongs never make a right. So I put a lid on it, walked out of the scene, then thought of an alternative to solve my problem rather than rely on a bunch of hostile and untrained individuals. What they didn’t know was that they just helped me finalize my decision to close down my account with them that day, being that this wasn’t my first experience.
Has it ever crossed your mind that people always have alternatives? Well may be not immediately, but push them hard enough to the wall and they would create their own alternatives sooner than you think. Every sales man or customer care personnel should see his or her position as a privileged one. Attending to people’s needs and concerns especially as it touches your business or area of expertise is an opportunity everyone should rather be grateful for, handling it with care, more politely than arrogantly.
I once heard of a certain government official who served years ago and had to face an endless queue of contractors waiting for payments and other individuals needing assistance; it was said, that never once did a sad or angry man go in and come out the same. Not because he always had the money to give them, but because he had a warm personality and knew how to genuinely appeal to people’s emotions. Not because he couldn’t afford to be arrogant but he had understanding. So rather than create a scene and have all manner of people bad mouthing him and sabotaging his efforts, he played the humane role and had people come out of his office smiling and hopeful even when their request was not granted. I’m not talking about politicizing; I’m talking about a genuine rapport with people. It’s just the way we humans are wired; to crave physical and emotional comfort / satisfaction. As long as you have chosen to render services to people, it really doesn’t matter how upset you are or how manner less, careless and untrained you maybe. All that matters is that you deliver on the job. But where it has become too much of a priority to pet your ego, or sulk over underpayment and express the level of your insensitivity, then you may very well stay at home. At least when customers don’t find you, they’ll return another day to check up on you but when you drive them away with your attitude, they will consciously advise themselves to get an alternative.
Customer service according to study.com, is the act of taking care of the customer’s needs by providing and delivering professional, helpful, high quality service and assistance before, during and after requirements are met. The outcome of every transaction largely depends on the quality of customer service. Personally, I would rather patronize someone whose goods are more expensive but has a warm and persuasive persona in handling the transaction then one who sells cheap but with a stinking attitude. Charity, they say, begins at home. If it’s an attitude problem, find a way to deal with it from the root, if it is a momentary challenge, apply the customer care persona, it always works. Pretend to be it or be it for real, long as you get your job done, it’s all that really matters in this case.
Whether as a banker or a market woman, one major branding goal should be to make profitable sales and build integrity if you must keep your clientele. A satisfied client has no reason to desire a change. But satisfaction goes beyond just throwing the right goods and services at the customer, to offering it satisfactorily, after all, there is a saying that ‘customer is king’ so how do you serve a king? Assuming your service were to be a meal; don’t you think it would be more presentable and dignifying to not just make it sumptuous but to put it in a clean tray alongside water to drink, wash and a napkin to dry out the hands while you have on a genuine smile? How do you think such a customer would feel? Like a king! If not for the taste (quality) of the food (goods), for the feeling of regard and acceptance felt (customer service), he would definitely think of coming back, let alone when the taste is great too.
One question you should ask yourself often is; why am I here?
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This will help to keep you focused. Another question is, if I fail, who stands to lose? they who have the money and a variety of places they can get the same services from, or the sales man who needs to sell off his goods before they expire or go out of fashion and become irrelevant in the business? Let’s even assume that somehow, customers are stuck with you, what happens to the place of integrity in building your businesses and other relationships? We all (merchants and customers alike) need to be careful in the way we relate with people, be conscious of the signals we are sending them and constantly reevaluate our values.
Nigeria, you must hear this! Strive for excellence, it doesn’t kill. We have all it takes to do better than most countries in the world but we would rather seek out short cuts and quick gratification. That must stop. Greatness is built over time, one step at a time, with integrity, diligence, consistency and patience. That’s how people come about posterity in business and life generally. This very important strategy may be all you need to be in business longer and better than McDonalds or Guinness, Coca-Kola and the rest of them. It’s not magic, trust me.
Are you a banker, a market woman, a mall, hotel or restaurant attendant, a single lady waiting to be found, a single guy looking out for Miss. right, or even a boss desiring staff cooperation, a subordinate expecting a cordial relationship … we are all business men and women of different sorts and it would amaze you to know how much of your clientele you can retain for as long as you are in business, with the right attitude.
There is no substitute for the right attitude; not money, power, position…nothing! The guide line to caution ourselves would be to treat others how you would want to be treated. Acquiring professional skills may cost you a worthy fortune however, being nice and polite is as effective yet, doesn’t cost a thing, on the contrary, it adds to you in ways you may not immediately realize. Your attitude is not a product of what people do to you, it is a product of whom you really are (whom you’ve built yourself into be over time). Your customer care service could be your signature secret, don’t trivialize it.
By Fidelia Ben-Udi
Whatever is worth doing is worth doing well.
There’s plenty talking among young people about getting white collar jobs and I’m wondering… are we young people listening at all? Are we paying attention? Are we observing the trend of the world today?
Not too long ago I met with a fresh first class graduate of engineering, he was within the State government secretariat and when I asked him what he was doing, he said he was looking for a job. Then I said to him, “You know the era we are in, there are really no government jobs for now”. He replied “then you are lucky”. When I probed further to find out why he made the statement, he went on to explain how those who have government jobs are settled for life, how they are secured and have a regular income, blah blah blah. As I listened to him, it dawned on me that this must be ignorance playing out in words.
The truth is, a lot of us are ignorant! Going on about how nice it must be to put on a neatly ironed shirt and trouser, a tie and probably a suit, sit in a well air-conditioned office and just write memos, then have a steady paycheck that gives us a sense of security, then what? I bet it hasn’t occurred to you that there are a lot of restrictions and limitations too. I never wanted a government job or at least a regular 8 to 5 job so I wasn’t looking, it just came. Well that is not the point.
My point is why wait and waste away in anticipation of a white collar job, when you can get involved in a blue collar job?
For the purpose of clarity, let’s quickly see the difference:
*White collar jobs simply put, are jobs that basically involve mental exertion rather than physical strength e.g. desk jobs like the civil servant, the cashier in the bank, the consultant on legal issues and so on.
*Blue collar jobs are jobs where people do work needing more of physical strength and skill like hair dressing, make up, automobile mechanic jobs, etc. On these jobs, you could get stained, ruffled and/or really dirty.
Over the years people have downgraded the blue collar jobs because of the need to look polished and reputable and I’m wondering, who says you can’t be polished doing a blue collar job? Hmm, in our local parlance, “my dear, hunger never catch you”. If you’ve been hungry, you would know that necessity is the mother of invention. Well that’s on a lighter mode.
But more seriously, I don’t believe we go to school so we can get white collar jobs. I believe education only gives you an edge and can also give the polished and sophisticated look you so crave no matter what you do for a living. It’s unfortunate that a lot of young people are misguided in their choice of studies while others are frustrated trying to get admitted into departments of their choice. I strongly believe that something can be done about it.
Usually, everyone is passionate about something; everyone needs money to survive in this world. Now tell me, how any of these are hinged on the ability to get a white collar job? I have met with doctors turned full time business women, met with lawyers who settled for music, engineers who settled for photography, and geologists who settled for farming and so on. What does it really matter?
Just in case you think I’m over doing it, let’s see a few examples we can relate with:
#Tara Durotoye. Here’s an extract from her story as documented by Lioness of Africa
Tara’s early journey towards business and entrepreneurship was inspired by an advertiser, who spoke to her about being business conscious whilst she was still in secondary school. She remembers: “I was in secondary school many years ago and a man came to speak to us and he came to us as an entrepreneur, that is, as a business man. He was in advertising and because he was creative, I found him interesting. He made me interested in business… I eventually went to the university and I studied law. As an undergraduate, while I was in school I started a business. I started with just N15,000. It was less than the cost of a blackberry phone”. Today, as a graduate of law, Tara’s business - House of Tara has over 3000 reps spread across Nigeria, 20 studios across Nigeria and international recognition and I bet she has a cozy office and looks more polished now.
#What about Aliko Dangote? He ranked first in 2008 Forbes list of Nigerian richest people in the world with an estimated fortune of 3.3billion dollars, and as at 2015, 18 billion dollars. He started out with a small capital to start his trade in commodities like cement and the list grew lager and now, he is known as the ‘golden child’ of Nigerian business circles. According to nijia.com, as a self-employed person, with minimum basic education, he proves that business success is usually through strength of mind, honesty and perseverance; and not necessarily by obtaining Harvard-oxford certificates or first-class academic qualification. His managerial skills surely are the envy of economic professors. See that? Life isn't about white collar jobs, its about making a positive impact, its about being fulfilled.
#And Olakunle Soriyan? Now the principal Transformation Strategist of Olakunle Soriyan Company, says in his biography as documented by ipledge2nigeria.com, “I was a refuse collector in Lagos State. Before pushing cart from house to house became popular in Lagos state, I started it; nobody pushed cart and refuse before me. When I did refuse collection and saved money, I began to fumigate from house to house; carrying fumigation machine as an undergraduate in LASU. I moved from there and began to sell barbeque…the night I started, I was arrested by operation sweep for illegal hustling…the next day they brought me back and everything was burnt. So I had to start again. Doing barbeque, I made my first N1 million”. Despite graduating with a third class in economics, he is a voice to be reckoned with in some sectors in the country, especially in the corporate world. He has also become critical to the interest of very intelligent business and cooperate leaders, opinion leaders, top government officials at various consulting and training intervention as well as cabinet retreats.
These are all educated yet they didn't start out waiting for white collar jobs’. As a matter of fact, most of them have more money and more recognition plus satisfaction doing what do than many ‘office job’ people. I think white collar jobs are good if you get them, especially when they involve a lot of exposure and good paychecks. However, sitting and waiting for them when there are numerous options to be explored, is just crazy. You have a brain, so come off your high horse, get dirty if you must, make an honest living (at least I’m sure the money won’t be dirty), gain fulfillment and endeavor to leave your footprints in the sands of time. That’s all that actually matters.
This is an appeal to all under graduates and fresh graduates please do not sit and wait for a white collar job when you can excel at a blue-collar one (maybe far more than you could in a white collar). With the world’s presently dicey economic state, we should be thinking more about what we can do for our nation, to add value, not just wait for what our nation can do for us. Your birth into any nation is a call to serve. Nothing works in this nation right? Try living everyday with the mind of service and see how well things work.
Picking up a blue collar job doesn’t make you less of a human being or less educated, it is lack of integrity and drive for excellence that does. No matter what you choose to do, remember that there is one who blesses the work of our hands, whether it is white or blue collared. Stop being choosey, just work, serve and keep serving no matter what side of the coin you find yourself.
By Fidelia Ben-Udi
This will help to keep you focused. Another question is, if I fail, who stands to lose? they who have the money and a variety of places they can get the same services from, or the sales man who needs to sell off his goods before they expire or go out of fashion and become irrelevant in the business? Let’s even assume that somehow, customers are stuck with you, what happens to the place of integrity in building your businesses and other relationships? We all (merchants and customers alike) need to be careful in the way we relate with people, be conscious of the signals we are sending them and constantly reevaluate our values. 
