Service Experience

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Oh! My Arik Air!

It is no news that the largest national air carrier has been taken over by Asset Management Company of Nigeria (AMCON), their activities were grounded for a short while and tales of their poor services trailed the news sphere.

… there is one great service experience that I had with airline that is deeply etched in my mind and I would never forget in an hurry. Please crucify me but an excellent service must never be overlooked.

A couple of years ago, while on our honeymoon cross country trip, my husband and I wore our branded T-shirts and boarded a Port-Harcourt bound flight. While the hostesses were on their in-flight catering service duty, one of the hostess asked causually, if we were newly-married? In response, I blushed while my hubby just nodded.

We thought that was it till we started to get  preferential treatment and a personal congratulations from the pilot. To crown it all, when the  plane landed, almost all the passengers came to wish us well. It was indeed a heart-warming experience for us and Arik Air won our hearts.

So, what are the key lessons for Business owners or Customer Service Officers?

  •  Be Observant: Whether you are the business owner or client service personnel, be on a look out for opportunities to celebrate special moments with your customers. It shows that you care about them.
  • Take Action: When you go the extra mile, the customer’s loyalty is won with minimal efforts.
  • Be the Connecting Point: It is very interesting how customers bond on the shop floor effortlessly. Stand on the aisle for a minute, you would either see a customer asking another to confirm the price of an item or sharing a perception of the store with another customer. I bet you at this time, they put forward a word of mouth on your behalf.
  • Be Sincere: A sincere effort goes farther than you can ever imagine! So, whatever little attempt you make, please do with all your heart,you never can tell…

I leave you with the words of Chip Bell, which says, “Loyal customers, they don’t just come back, they don’t simply recommend you, they insist that their friends do business with you.”

Yours in Service

Anu Onasanya


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The 4Ps that affect your shopping



In an evolving economy like Nigeria’s where consumers’ buying habits are being formed, what factors determine the decision on where to shop?

Could it be the ambiance of the store, its location, one’s relationship with the store owner or a store’s monopoly of goods supplied?

From observation and deep consideration, I found out that there are 4Ps that strongly influence a customer’s decision:

  1. Proximity: When setting up your store,you must ensure you are close to your target market.  For household items, a residential neighborhood is ideal; for school items,  a residential or business district where both working and stay-at-home parents can walk in would be great.
  2. Pricing: Reflecting on the current economic situation, customers would mentally compare the price of an item on your shelf with the price elsewhere. Right price keeps customers coming back.
  3. Placement: How are the items displayed?Are they within the eye  view of the customer? Are they easily accessible when  picking items off the shelf? Are items categorised in store –  with similar products arranged together?
  4. Payment :What are the payment options made available for your customers- ATM in your premises, POS or Mobile Money? Every customer  would most likely  spend more and buy other things not on his/her list, if more funds are accessible while shopping though with  the exception of a few that can strictly adhere to a budget.

So,  next time you are thinking of making your customer’s shopping experience a delight, you just may want to consider the 4Ps.