Service Experience

What has happened to our BRT services?

1 Comment


Service experience at the Bus Rapid Transport (BRT) venture is becoming worrisome. What are employees taught as organisational values and culture? Or are they recruited and asked to learn off the existing workers? There is a need for change.

While on the BRT queue some days back I needed to buy a ticket for my trip, I presented my cash- N1000 plus N50- to the ticket agent. His response was, “I don’t have change” then, he walked away to attend to the other customers waiting on queue. I may want to raise an issue with the ‘answer’ but that is for another day but his attitude was a concern. Right before my face, he was lying because he was holding a wad of notes of varying denominations.

I took the bull by the horn, walked up to him, pointed at the cash with him and stood my grounds. But really it was not my first experience but I pray it would be the last. But is this just a wish?

It is reported that the BRT-Lite is now carrying almost 200,000 people per day despite a capacity that does not allow it to satisfy all forecast demand. After its first 100 days the system had carried 9.7 million passengers and within its first 6 months of operation had carried a total of 29 million.*But are everyone of these customers satisfied with how they are served?

And I believe that these numbers have resulted in profits. But when the present government changes and a new one is sworn-in, can the BRT venture lean on customer’s loyalty to survive?

It is high time these transport service providers prioritised excellent service delivery to buy over customer’s loyalty. Because in reality, the customer is king -whether poor or rich- as long as the service is being paid for.

This is a call to the government agencies, paralstatals, ministries and others to start to develop, promote, cultivate and imbibe a great service attitude. Starting from the least in the ranks to the highest, they should be enlightened, educated and encouraged to practise this because charity begins at home.

Nigerians have a right to a great service experience irrespective of their status.

Let’s work together to make Nigeria, a nation with the best service culture in world by 2025.

*Source:  Lagos BRT-Lite Summary Evaluation Report. Page 1


One thought on “What has happened to our BRT services?

  1. I recently played victim to the case cited by the writer. I must confess, the service delivery has shamefully deteriorated.
    Gone are the vibes and positivity that gripped everyone when the system came into being. I guess the ‘BRT company’ threw caution into the wind when they were sure they’ve got a sizeable number of sustainable customers. And there (the inability to uphold a continuous costumer satisfaction scheme) lies the downfall of Nigerian businesses.

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