Wednesday, August 15, 2012

I would like to share this poem as an ode to my mother on the occasion of her 60th Birthday. Be blessed by it:


To have you in our lives for all these special years,
Experiencing your love and trust and things we hold so dear
To know each day we live, your guiding hand is there
To show us every moment that there's someone there who cares.

For every trial we faced, we knew you were there to pray;
And point us to the God you serve and lead us in His Way.
You told us to get up every time we fell down
In days of joy, in days of pain, we knew you were around.

For every tear you've shed, for every seed you've sown
For every lesson that you taught, for every talent that you’ve honed;
For every sleepless night, for every word of praise,
For every sacrifice, for every loving gaze,

We celebrate you Mum because there's no one quite like you,
That is the way you are or does things only you can do
So have a glorious year and many more to come
'Till Jesus comes and takes us all to our Heavenly Home.


© Toyin Puddicombe (2012)
For the children

Wednesday, February 2, 2011

FROM THE HEART OF A YOUNG NIGERIAN MOTHER - Though The Eyes of a Child


Keeping children at home for the duration of the voters’ registration exercise, meant that I had to alter my schedule to accommodate having my two year old daughter at home for longer periods of time than I’m accustomed to, and find different ways to entertain her. This inevitably meant that I’d have to subject myself to watching ‘Barney’ and ‘Peter Pan’ as many times as she wanted to watch them, no matter how many that happened to be. And just in case I was in any doubt as to what she wanted, she would go and bring the CD case to me; just to be sure we understood each other.

Having then resigned myself to my fate, she, I mean we watched ‘Cinderella’ again the other day. As I gazed fondly at my child, watching the expressions of awe at the versatility of the characters, delight at their hilarious antics and consternation at the various scrapes they got themselves into, it occurred to me that she reacted the same way to the same scenes, every single time she watched the films.

It drove home to me the reason Jesus asked us to have the heart of a child in order to enter the kingdom of God. While an adult would have been bored with the sameness of a particular thing, a child would find something fresh and exciting in it. A child would have the same level of enthusiasm every time – I mean my girl would always protest whenever I had to switch her film off, even if she was practically drooping with fatigue and her eyes were half closed!

Not only that, she would expect me to share her excitement as well, constantly running to me to report whoever she felt was being naughty, asking me, ‘Mummyyyyy! What he doing?’ or ‘Ah ah! (then she mutters something unintelligible to me but which obviously made perfect sense to her) naw!!’

Looking at my child, I remind myself again that I need to take time to enjoy the simple pleasures of life; to approach life and work with the confidence that my Heavenly Father completely understands my needs and would see that I got them. That would make me receive the outcome of problem and solution or cause and effect with the same anticipation as at every other time He comes through for me, with wide-eyed delight…..and a thankful heart.

Tuesday, October 26, 2010

SERVICEWISE CSA – HELP, I NEED GAS!!


Like any good homemaker, I like getting ahead of running out of anything so I don’t find myself in a desperate situation. That was why I decided to call my gas supplier well ahead of the time I suspected I would run out of gas (two whole days, though I didn’t know it then!)

He promised me that he would come the following day. I waited for his apprentice till well past the agreed time but he did not show up. So I called my gas guy again. He apologized profusely and told me that he was actually out of town but would be back that evening. He assured me that he would be there himself the following day to fill my order. Like any customer, I preferred waiting for someone I was used to doing business with, rather than go to a competitor.

The next day, I totally ran out of gas. I could not heat up any water for a bath and had to pack my little girl two breakfasts for school instead of a cold breakfast and a hot lunch like I usually did. You can imagine that I was quite irritated about that. I called the gas guy yet again and discovered that he was still out of town! I promptly informed him that I was going to look for an alternative if he could not send someone that morning. He agreed that that might be better since he was just leaving for Lagos.

Now I was angry; not only angry but also clueless as to where exactly I was going to get gas since I had only always used that guy. I had to go around my estate hoping that I would stumble across someone. Eventually I was directed to a gas seller by the lady I usually buy emergency food stuff from. He not only filled my order in record time but also gave me a little extra though he let me know that it was only due to the inattention of the person filling the gas. He did not neglect to mention that he knew my gas guy and aimed a few subtle digs at him.

My regular gas guy paid me a visit later in the day and apologized again, explaining that his apprentice misunderstood his instructions. I assured him that he still had my patronage. I’ve got to say though, that I’m really glad I have an alternative!

Customer Service Analysis
 Gas Guy #1:

Negatives
·         With him, I experienced what is known in Customer service as Service Breakdown. This was because he did not deliver on his promise to me. It’s preferable to under-promise and over-perform. As soon as he realized that he would be delayed longer than anticipated, he should have let his customer know.

·         Ownership: one of the qualities of a customer service person, this means that you do not shift blame but take responsibility for the service breakdown. The customer really does not want to know who was to blame; the customer just wants the job done.

·         Lack of Respect for the Customer: he was more interested in making the sale than whether or not I would be inconvenienced by his plans. He either felt that my need was not really as urgent as I made out or that I would accommodate him regardless. This showed a lack of respect for me.

Positives
·         Responsibility: He never avoided my calls.
·         Follow Up: He took out the time to come in person to verify that I had gas and apologized for the run around.
Gas Guy #2

Positives

·         Service Delivery: He fulfilled his promise that I would have my gas filled in good time, thus earning him a coveted place on my home vendors list.

Negatives

·         Respect Your Competition: Being in the same business does not permit you to badmouth your competition; it belittles you in the eyes of your customer and suggests to your customer that you are so insecure about your ability to keep her satisfied that you have to make your competition look bad.

·         False Representation: Though he told me I was given extra gas, he spoiled it by saying that it was because someone was not paying attention when filling my cylinder. He was sending me mixed messages. On one hand, I should use him because I can get extra gas by doing so; on the other hand, I only got the extra gas because someone wasn’t paying attention so I shouldn’t expect the same again.


My Verdict

Gas guy#1 – he gets a 7: he might have given me a bit of a run around but on the whole, I do get good service regularly so this snafu did not make me blackball him. As mentioned, customers actually prefer being loyal because it decreases the amount of time spent on deliberating on where to get a product. Unless you give them ample cause to switch service providers, you can use this to your advantage. So I’ll be sticking with him.
Gas guy #2 – he gets a 5: he helped me out in a fix but his negative comments about his competition made me perceive him as petty; and for a customer, perception is reality. I’ll probably give him a call if I find myself in another fix.

What do you think?

Wednesday, October 13, 2010

SERVICEWISE CSA (Customer Service Analyses) - Making My Hair on a Budget



I was desperate to make my hair but did not have much money. Any woman that has ever been in these shoes knows that a lack of finances is no excuse for bad hair. The key is to look for a hairpiece that is nice, durable and of course, cheap, a hairstyle that looks good with the hairpiece and on your face and a good hairdresser.

I was directed to a salon in one of the halls in University of Lagos. I had high hopes because University hairdressers have to keep up with trends in order to satisfy their clientele. There, I was met by a young man who escorted me to the washing area.

Now I’ve been making my hair for a long time so I can tell when someone is experienced. This guy was green, and it showed even in the way he washed my hair. I was really hoping that he was not going to be the one to make my hair since the other two ladies in the salon were busy with other customers. From the conversation flowing around me, I was able to determine who the person in charge was and wondered why she was not making more of an effort to satisfy me since it was my first time there.

My suspicions about my hairdresser were confirmed as he wove my hair and attached the weave-on and I was hard pressed to stop myself from getting angry. Apart from the fact that it would leave them a bad impression about me, it might antagonize them into not doing a good job on my hair. I remember vocally expressing my concerns once but was reassured by the same inexperienced guy that he would do a good job.

I had told him that I had an appointment and had to leave by a certain time. He did his best but his lack of confidence made him slow so he would not make a mistake.

My fears blossomed when he began to cut. I don’t know if my panic showed on my face but the lady in charge came to take over and finished up the job. I wasn’t entirely satisfied with the work done but I received a lot of compliments, so it couldn’t have been all that bad.

Customer Service Analysis

Positives

·      Reassurance: The male hair stylist sought to reassure me when he saw that I doubted his competence. True, I was justified but he made the attempt and that’s important.

·         Courtesy: He was courteous and desirous of giving me a positive experience, as much as he was able.

Negatives

·         Perception: With a new customer, you always want to make a good first impression. Letting your most inexperienced worker take care of a first time customer is probably not the best idea.

·         Customer Satisfaction: When your customer alerts you to the fact that they are pressed for time, getting them out on time is more important than cutting your teeth or gaining more experience.

·         Customer Appreciation: On entering the salon, though I was welcomed by the male stylist, I was ignored by the other ladies.

·         Customer Importance: Even though the stylist in charge took over after a while, I didn’t get the impression that it was either to save me some time or make me comfortable. Rather I was left feeling that the male stylist was doing such a bad job that she just had to intervene. I guess I should be grateful that the only complaint I had was that my hair did not turn out exactly the way I wanted it to.

My Verdict

On a scale of 1-10, I’d give them a 2. This establishment will not enjoy further patronage from me. Even if I did not get less than what is normally expected in a typical Nigerian salon, I am happy to say that the salons that I usually frequent whether on purpose or by chance usually treat me better.
Ignorance is no longer an excuse for poor customer service and training might not be as readily available but common courtesy is not something you need to go to school for and I could have received just that in this instance.

What do you think?

Wednesday, October 6, 2010

A Word from Me


Hello there.

I'd like to thank everyone who has been reading my blog and for posting your lovely comments.

By now, I think you may have surmised that I have three series; 'From the Heart of a Young Nigerian Mother' where I talk about parenting; 'ServiceWise', where I discuss customer service issues and 'Teenspeaks' which deals with teenagers and their wonderful but confusing world.

Now, as part of our exploration of the exciting world of customer service in ServiceWise, I will be sharing some of my service encounters and pointing out where the service providers got it right and where they got it wrong.

Contrary to popular opinion, I don’t think that Nigerians do not have customer service skills. I think rather that they simply have not learned how to separate the few skills they do have from the issues that frustrate them into thinking that they have to be the way that they are. Anyone who is willing to take the time or make the effort to learn this is well on their way to customer service excellence and I believe these real life situations we will be treating will help .

Hope to see you there!

Monday, September 20, 2010

FROM THE HEART OF A YOUNG NIGERIAN MOTHER - Whose Life is it Anyway?


The other day, my daughter was playing with her father’s stethoscope. I was thinking how cute it was, you know, how she wants to be a doctor just like her daddy. My husband, on the other hand, was looking on with horror.

I have heard him often bemoan that the medical profession in Nigeria is not what it used to be. Nowadays, getting a well paying job in clinical medicine as a young doctor is next to impossible. He says the only young doctors doing well are those who have left pure medicine for a career in paramedical fields like public health or work with NGOs. Those prospering in clinical medicine are the consultants, his ‘senior colleagues’ in the medical profession; and even they are barely earning what an entry level salary earner in oil companies get. Consequently, he would not encourage any child of his to study medicine. He wanted her to make ‘real’ money while she was young enough to enjoy it!

But is it really his decision?

My heart goes out to parents. Being one myself, I know the many decisions we need to make to ensure that our children have the best chance at success in life and how easily, even with the best of intentions, those decisions can backfire on us. Which schools should they go to? Who can we allow them to associate with? What further skills can we encourage them to acquire?

It’s so easy to judge parents when their children are struggling with one thing or the other as a result of some decision that the parents made. However, there is a fine line between making decisions that we think are best for our children and making decisions that are best for them.

Now, I know that my husband would be the last person to stand in the way of our child, if she really wanted to study medicine and had worked hard for the opportunity, but how many parents, in a bid to promote their children’s success, have forced their children into doing what they want?
When I was younger, it was the ‘in’ thing to study Medicine, Law or Engineering. Anything else was simply out of the question. You were pushed to the Science class because that was where the ‘smart’ kids went and if per chance, you were more Arts inclined, Law was the only acceptable alternative. This meant that the universities were inundated with candidates for these three major courses and those who were not admitted for them, did their level best to change after their first year.

Most people who were unable to change found a way to be happy with what they had. Others retook JAMB, willingly or forced by their parents to reapply for the coveted course. I have a friend who was admitted for Mass Communication but was forced to leave in her third year when her father threatened to withdraw financial support unless she read Law. She was eventually admitted for Law but lost three years and struggled all the way through school.

Another friend of mine who, by popular vote, was brilliant in the Sciences, was categorically told by his father that he had to read Law because he wanted all the children to be lawyers like both the parents were. This had already been achieved with the two older siblings. My friend defied his father, who refused to pay for his university education, graduated with a first class in Engineering and presently runs a successful software development company.

I could tell you of two brilliant young men, who had nothing in common but parents with the same idea of wanting their children to be doctors. One nearly committed suicide after being chucked out of Med School because he failed the same medical exam twice. He eventually changed to another course where he thrived. The other, an exceptional artist with a flair for graphics, stuck it out in Medicine though he repeated exams several times before graduating.

There are hundreds of such stories, just as there are also stories of children who allowed themselves to be guided by their parents and attribute their success to listening to them.

But how far is too far?

I agree that it is the responsibility of a parent to do all they can for their children but we must examine our motives. In my day, many a parent enjoyed the prospect of being able to be known as the parent of a budding doctor, or lawyer or engineer; others saw their children as their ticket out of a life of continuous lack and hardship; still more thought they were doing their child a disservice if they didn’t push them to ‘be the best’.

But what is the best?

The best is when your child finds what they are good at and succeeds in it. The world calls people like 2Face and D-Banj who are not doctors or lawyers successful because they have money; but I tell you that Mother Theresa who was also not a doctor or lawyer, was a roaring success because her work has outlived her.

There is enough room in the sky for every star, no matter how little they shine. If every star shone as brightly as the North Star, then sailors would lack direction. After all, it is the combination of all the stars that make the sky as beautiful as it is.

The injunction is to train up the child in the way that he should go so that when he is old, he does not depart from it. Let your children find their own way, just like you did. Your job is to guide them aright, be their cheering section when they do well and their voice of encouragement when they struggle.

That way, both your dreams will be fulfilled – a successful child and a proud parent.


SERVICEWISE - Much Ado about the Customer




‘The customer is always right’, ‘The customer is king’ and other such venerations of that entity called ‘the customer’ have been around for years. Well, we know from experience that the customer is most certainly not always right, in fact he can not only be wrong but downright ‘stupid’ at times; and his monarchy is not only questionable but exists only in specific situations and only under certain circumstances (remember, the customer is not always right so it makes sense that he is only king when he is).

So why still all the fuss about the customer?

Why is the Customer Important?

Every need is born of a demand. It might not be wise to start a business just because you can or want to without taking the resources that will help make your business a success into consideration. You need answers to the following questions:

·         Who needs the product or service? (People)
·         Where are they located? (Place)
·         How much are they willing to pay for the product or service? (Price)
·         What are their preferences in terms of functionality? (Product or Service)
·         How do I let them know what I’m offering? (Promotion)
·         Who can I get to help me? (People)
·     How do I get things to work in the most effective manner to achieve my objectives? (Process/Procedures)

So you need people to buy your product or service, people to sell it and people to promote it. Though these people can be grouped into end users, distributors and employees and seem somewhat disconnected, they are important components in the life cycle of a thriving business. This means the way you treat them is vital.

Who is the Customer?

The stereotype definition of a customer is someone who buys a product or service that is available in order to satisfy a need. Before, when products were not performing as predicted, companies simply made a ‘better’ product or slashed prices. Nowadays, business owners are realizing that it’s not only what you sell but how you sell that makes a difference. It therefore follows that you have to think not only about the end user of your product but also of the people that help you get the product or service to them. They are also your customers.

Types of Customers

The world of customer service recognizes three types of customers:

External Customer: They are the ones usually conjured up in the mind when one thinks about a customer. They are the ones who walk into a store to make a purchase that would satisfy his need. The objective of exceptional customer service here is customer loyalty or retention and positive word-of-mouth advertising.

Intermediate Customer: They are less readily acknowledged. They are the ‘middle men’; the distributors or vendors that aid a business in getting its product to the end user. Since you need their goodwill in order for them to move and recommend your product, they are customers as well. They form part of your delivery systems. You want to serve them right also in order to achieve positive word-of-mouth advertising.

Internal Customer: These are your colleagues or co-workers, your human resources. They are potentially overlooked as you presume that because you work with them daily in the same organization, you are working towards the same goals. But picture a scenario where a co-worker is rude, unhelpful to a customer, doesn’t work with you to ensure your customers get the best service you can offer and is in essence not exhibiting the organizational culture. This will handicap your business so you also need to know how to deal with them. Here, you’re gunning for creating job satisfaction and positive, healthy attitudes to work. This cannot help but influence how customers are treated.

In a nutshell, the customer is everyone you interact with who can, in one way or the other, contribute positively to the growth and success of your business.

So if you knew that someone could help increase your profits, wouldn’t you overlook a lot of their ‘stupid’ faults (within reason), look for creative ways to resolve their problems so that they benefit the both of you, cause them to leave your business feeling like ‘kings’ and come back, bringing their friends?

That, my friends, is the definition of customer service.