Make delighting customers your norm

LOSERS

Are some of the people you hire costing you lost sales? A few days after the World Cup Final, my friend William a devoted and loyal Nakumatt customer happened to be walking past Nakumatt and decided it would be a good place for him to purchase airtime. At the supermarket entrance, the plain-clothed security officer responsible for scanning everyone as they enter stopped William to let him know that he could not enter the supermarket with his computer bag.

When William innocently asked where he could leave his computer bag, the security officer informed him that he simply would not be allowed to get past that particular point, and that was the end of the story.

Interestingly enough, a uniformed guard who happened to overhear the exchange came to William’s rescue. The guard showed William where he could leave his bag before entering the supermarket and as they headed to that location, William let slip that as a loyal Nakumatt customer, he was completely disappointed by the rude treatment he had received especially since all he wanted was airtime!

The helpful guard then showed William a jewellery shop where he could purchase airtime, without having to leave his bag behind! I shudder to think of the number of customers that have suffered a negative experience at the hands of Nakumatt’s unhelpful security officer, and the resulting amount of lost sales.

What makes that security officer a loser? Ignoring William’s question, having the audacity to rudely turn him away with no solution and more likely than not, treating other Nakumatt customers similarly!

Offer solutions

WINNERS
What impression do you have of NSSF and its ability to quickly deliver on promises? My friend Sally recently emigrated from Uganda to the United States. With no plans of ever returning to Uganda, prior to her departure, Sally decided to claim her full NSSF entitlement, including interest. Contrary to the lengthy amount of processing time that both Sally and I imagined such a request would take, the entire exercise from document submission to receipt of funds took just under one month!

The Customer Service Officer (CSO) handling Sally’s request not only sent her weekly e-mail updates, but also took the trouble to follow up with NSSF internal audit personnel (who responded in a timely manner) when Sally sent an e-mail asking if she could submit alternative proof documents supporting her claim. In Sally’s own words, “I received very attentive and quick service – I was amazed!”

What makes NSSF a winner? The two different officers who offered Sally helpful and quick service point to the value NSSF places on delighting its customers.