Today is specially for our business owners and service providers…
I recently travelled home and during the preparation for my return back to Russia, I decided to get some local food products I could take along.
During one of my runs in the market, I approached a young boy selling ogbono, egusi, crayfish and the likes. Despite the scorching sun, noise and dusty air, the boy was courteous and welcoming. He didn’t have a big shop. In fact, he just had an umbrella over his wares but he made sure I was very comfortable. He offered me a place to sit. He took me through the process of cleaning and blending what I bought. He made sure that everything was transparent as possible and I didn’t feel cheated.
I brought out my ingredients to cook today and the ogbono I purchased from him was there. I smiled when I remembered how he joked that his Ogbono draws families together. Just for reference, Ogbono is a soup with a slimy texture and it is preferred if it is viscous- that means the slimier, the better. He was trying to emphasise that his Ogbono was the perfect texture I was looking for but for some reason that joke stuck with me along with the boy’s shop.
In fact, if I was to go back to that vicinity, I would purchase from him over and over again. I kept wondering, “What is the difference between this boy and all the other vendors I bought something from?” I realised that this boy provided not just a service but an experience.
I experienced such great service from him that I was willing to come back. This is what separates businesses that have high customer return and those that don’t. This particular vendor made sure that he used all in his capacity to make me have an experience that will keep me coming back.
For business owners, do you see your service to your customers as a one-time transaction or do you leave them with an impression that makes them want to return?
I have received my fair share of failed transactions or disappointments from service rendered and one thing about me– I will never return to such businesses or service providers.
For those who are still wondering, here’s the point:
Treat customers the way you would want to be treated.
Have a welcoming atmosphere or tone.
Be transparent.
Respond and respond on time.
Don’t compromise on quality.
Have the vision- the first visit can equal infinite patronising.
