Starting a business is one thing, building a business that not only stands the test of time but leaves lasting positive impressions on your clients, is another. My colleagues and I went out for some drinks at a new spot one of us had discovered; we decided it will be great to give it a shot. We all got there and sat back to take in the space; cool spot, great brand name. They took it up a notch by incorporating the name in their choice of materials for the interior design. Ingenious! The attendants were all smartly dressed in lovely branded T-shirts and the setting had a lovely rooftop view.
Generally, they had ticked off a few boxes on my list of what a great brand should be, but in a few minutes I was forced to rethink my review. More than 20minutes after our arrival, no attendant had come to take our order and efforts to call their attention were futile. So much for a great space, hmmm!
Eventually, we caught the attention of one of the attendants and a plain, ill-crafted menu was given to us. We expected that a menu befitting the space and design flow will be presented, but it was a mere A4 sheet with black print. No lamination, no art, nothing!
Anyway, we placed our orders but were gobsmacked at the cluelessness of the attendant when one of us had a few questions about the meal she intended to order. The platter of surprises was far from full as they kept serving more disappointments. After the stipulated time that they gave for our meals to be ready, we neither saw Chinaware nor silver cutlery and none of the waiters had the courtesy to apologize for the delay or affirm the food was getting prepared. After a prolonged wait, the food was served and it took complaints from us to elicit an apology from the attendant, who obviously had little or no training or knowledge on the rudiments of customer service.
Though the meal and ambience were wonderful, we had definitely struck off coming back to the establishment neither were we going to recommend it to anyone we knew. We were put-off by the poor service and nonchalant employees so much that we had no good reviews to put up. What’s the point in this?
At times, people think once you have a building with aesthetics and can afford some labour, your business is set. Not so! Branding a business goes beyond the buildings, aesthetics and employing people who wear uniforms; a distinct personality has to be created for your business in every way possible. Though the establishment in our aforementioned story had a desirable ambience (first impression), the services failed to portray a good ‘personality’ (character and conduct). If they had paid some attention to adequately training their staff to understand the importance of quality service as well as the vision, mission and core values, maybe the outcome would have been different.
Once the basics are addressed, your business will be sure-footed on its way to becoming a brand in every ramification; from name to service delivery. Once your customers are pleased with what your brand offers, ALOHA! to awesome reviews and customers that know your worth and will gladly pay for your services while they invite others to drink from the fountain of your proven brand!
If you will remember one thing, it is this;
Branding begins its journey from internal coordination before it gets to external communications.
Written by Kosisochukwu Ikeme
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