Chioma Nnani: When things go right in the Nigerian Industry
A couple of months ago, I did a post on customer service in Nigeria. From horrific experiences with a couple of banks to the one with a particular hair salon, telecommunications company – some organisations actually think they're doing you (the customer) a favour. And they act like they're incapable of doing the right thing … until you act like a demented shrew; no, I'm not joking.
I remember being so mad that on a weekend, I tweeted a bank about the inept account manager they had lumbered me with. First thing on Monday morning, I got a call from my new account manager; turned out that following my tweet, they had escalated the issue – apparently negative publicity ain't cute. A second bank had their Customer Service people call me four times in 48 hours to grovel after I blogged about my less-than-satisfactory experience (and this is putting it mildly) at one of their branches. I was so miffed, I asked one of them why I had to raise my voice and act all cray-cray before they did the right thing.
Some situations get so ridiculous that it's possible to be worried when things actually go right. Or you feel like you're on an episode of Punk'd and Ashton Kutcher is waiting in the wings to tell you that “things aren't always what they seem.”
I have spoken and written openly about my previous skin issues (previous because I found a brand that delivered even more than it promised). When you've suffered something for a while, it's easy to become jaded and think that every promise is a mere sales spiel. I came across a specific, authentically Nigerian beauty brand – UYAI NATURALS – and thought, “I've spent so much on other brands, and this one's prices aren't bad – especially as I've seen testimonials from names that I actually know.” When I verified that the ingredients wouldn't bleach or otherwise damage me – especially in the long-term – I placed my order.
Some entrepreneurs will butter you up till they've got your money, then their true colours will come blazing through in all its ugliness. Not so with the young lady whose brain-child is UYAI NATURALS. I was shocked that the products worked; so shocked that I actually contacted Ibitola Latunji (the CEO of UYAI NATURALS) to ask her if “something had gone wrong, because I wasn't sure if the products were meant to work that quickly”. You can laugh; like I said before, when you've suffered something for a long time …
Yet the thing that shocked me the most was her attitude; customer service on fleek. I actually thought I had left Nigeria. Yes, that good. So good that I had no problems singing her praises to my stylist, hairdresser, make-up person and just about everyone I knew. Pictorial proof of the workability of her products – especially because I had made a diary of sorts for people who didn't know me personally – didn't hurt. Each person returned to say the same thing: the products work, but her customer service skills are incredible; she actually cares about her customers.
There are some entrepreneurs in Nigeria that make you wonder why they're still in business.
Then, there are some who give you hope that things can go right.
Chioma Nnani is an award-winning author, who also contributes to business, lifestyle and literary publications. One of Africa's most fearless storytellers, she is a two-time UK BEFFTA (Black Entertainment Film Fashion Television and Arts) Award nominee and a DIVAS OF COLOUR 2016 finalist, who lives in Abuja, runs THE FEARLESS STORYTELLER HOUSE EMPORIUM LTD, can be reached on @ChiomaNnani and blogs at www.fearlessstoryteller.com
