How Lousy Service Kills Good Canadian Businesses

A few hours ago, I drove into a Costco gas station. Well, some of you know why we do Costco – it’s supposed to be cheaper! My Toyota Sienna looks like something from a mud car race. In winter when the combination of slush and snow obliterates every mark on a car, what you need most is a clean windscreen. But if you are watching your wallet like I do, buying a can of low-temperature windshield wiper every day could eat into your grocery budget.

The garage that protects our car from the elements have been faulty for a few weeks. We have applied to have it fixed, but we all know that the wheels of bureaucracy grinds very slowly. So we park outside – like everyone else. I jokingly tell my wife that its God’s training for us to learn to live our size.
So, after pushing and pulling in the appropriate cards, I was now happily feeding the hungry tank when I saw a Costco staff dressed in winter gear. I am very dark skinned and one way of ensuring that people notice me is to smile. So, I flashed my tooth and thanked his management for providing us cheaper gas. Then I chipped in that Costco customers would appreciate complimentary windshield wipers like other fuel stations. Without as much as returning my smile,

he retorted that it had nothing to do with him and that if I had any suggestions, I should make to ‘the guys at the office.’

All this while, he was walking away to his destination.

Was I shocked? Absolutely not. I guess I am used to crude service by front end staff even though I am looking forward to that place where I would be truly treated not as king in the era of democracy, but as a human being. Truth is, service here sucks and pardon my French.
I spent a year of my consultancy time training front-office staff on the true meaning of service excellence. Front office staff are the best PR managers of their organisations. The model for that training was the famous Pike Place Fish Market in Seattle.

I expected to find the model all over America, but sorry guys, it’s not here. Just weeks after arriving in Ottawa, I had to cancel my first appointment with a family doctor near my house because his secretary was anything but friendly. When her boss came out to see the commotion she had caused, he took her side. He told me it would not be in my best interest to register with him as my family doctor since I could not get along with his secretary. I have followed their progress since then, and I‘ve heard several other patients dread confronting that same lady.

Front-end staff are the best brand ambassadors of any successful organisation. If they buy into the brand with their courtesy and friendliness, the message quickly goes round. If they flunk it, all the advert money wouldn’t do the trick. It is sad to see famous brands hit town and fold up within months. Target has suffered that fate here. Could it have something to do with courtesy?

Big corporations spend billions on marketing every year, but it takes the insouciance of one front-end staff to plunge all that into the drain. Bad reputation is the best spoiler of good business. In an article justifying big advertisement bucks in Business Insider, writer Patricia Laya writes about General Motors’ mantra – “we all fall down”.

When businesses fail, it is not just the salaries of the employees that’s casualty, it is the chain of other businesses and lives who draw their livelihood from it. It beats me silly why a consumer shop which sells only to registered customers have sentries at their entrance checking membership cards! You cannot take a pin out without that card even if you have enough to buy the shop. So, why have unfriendly and often tired-looking people cherry-picking who they think wants in without cards?

I don’t know what they teach these days at sales school, but it is evident here that sales people hardly value their customers. Some shop clerks even redirect customers to where the goods sell cheaper rather than make an effort to sell their own brand! If I employed such people, they wouldn’t last a day. They are not brand ambassadors.

Employees must understand that the survival of the business is linked to their own survival.

If you kill the job with your snobbishness, you are not just a brand murderer but a vicarious murderer too.

Yes, CEO’s go undercover, but they need to spend some of that marketing and advertisement cash on training their staff on courtesy and friendliness. Courtesy and friendliness are the best advertisement needed for the survival of any enterprise.

tundeasaju@yahoo.co.uk

How Social Media Affects My Writing

I have scooped myself twice on social media this year alone. What? Yes, I write an opinion for Daily Trust (www.dailytrust.com.ng) every Wednesday and another one (Wakaman) on Sundays(www.sundaytrust.com.ng/wakaman). Writing two 800-word essays every week is not cheesecake. While it is arduous to do sometimes, at other times two columns is not enough in the face of urgent news requiring an opinion.

Social media has made the immediacy of comment very imperative. News breaks first on social media before mainstream media has the capacity to authenticate them. On social media, everybody is a writer, editor and publisher rolled in one. There are more people on Facebook, Twitter, Instagram and whatever else is out there than there are people trolling through mainstream media at any given time. In today’s world, we are all inwardly narcissistic.

Social-Media-Buttons

We are on social media for different reasons. Some just can’t wait to be the first to like the tweeted picture of their idols; others are paid to feed propaganda, while some are paid to counter it. The rest of social media residents, have to follow our rogue governments from the diaspora and to monitor the perspective of people on breaking news. The last category of social media could be spurred to respond to a debate or policy to counter hype or to stop a lie in its tracks.

Winston Churchill, the man whose 50th passage we have just celebrated could have lived in 2015. He cautioned that a lie might have travelled a thousand miles before the truth starts to wear its pyjamas. That is proving to be true with social media. Somebody decides to create a fib and publish it, because computers tend to imbue in people a boldness that they naturally lack and pronto- it’s gone viral. By the time the maligned tries to repair the damage, it’s too late.

Because of inappropriate tagging culture, I was forced to write an essay on tags. There are people out there who tag even when they change their own profile picture. It was called my no-tag policy, mainly addresses decency and decorum. But while a few friends were sharing, the government in Nigeria decided to postpone an election that had taken four years to prepare for. I couldn’t wait to write another piece. In the past, each of this could have passed for my regular column. But then, they just couldn’t wait!

If you have anything on how social media affects your writing and want to share, please do so.