Letters from our Captain.
My Wife deals in jewelry and needed me to help her fix one of the silver neckpieces, three rings holding parts of the piece together had expanded and caused the piece to separate into two pieces.
So I went to an area in town where I fix my wristwatches to see if they could help me fix the rings to hold the pieces back into one. I had initially tried to fix it myself but the tools I have at home weren’t suitable for such work. In fact, it was in my attempt to fix just one ring originally that two more pulled out, so I had to humbly seek help.
When I got to the first wristwatch repairer, he started working on it before mentioning that I will pay him NGN400, I offered NGN200, he agreed and continued. After 20minutes of struggling, he returned it to me that he couldn’t fix it, he recommended that I meet a blacksmith (he meant a goldsmith).
Anyway, I thought to try a second wristwatch guy who helped me reduce my wristwatch chain some time ago. He looked at the piece of jewelry and told me to go see a blacksmith (again, he meant a goldsmith), I was happy he didn’t try to waste my time.
I left for another area of town where goldsmiths are clustered. A young man seated in front of the very first shop I got to beckoned on me, I heeded and met his Boss.
As we sat, he started working on it. In one minute, the first ring was in. In another minute, the second ring was fixed. And then within the next 3mins, the third and last ring was in place. Jewelry piece back together, perfectly!
And I reflected, both groups of workmen had exactly the same tools, but the skills set differed. I wanted to pay the wristwatch guy NGN200, but I paid the goldsmith NGN1000. The first wristwatch guy apparently wanted to try his luck, but the second refused to waste his time on what he didn’t have the skill for.
A lesson I picked was to focus on your skill, hone it very well, it will bring money and also announce you to the market.
What’s your skill?
Are you becoming a master at it?
If you want to earn higher consistently, keep improving your skill level.
You are valued according to your skill level.
Whether you think the Covid19 situation is political or you believe the virus exists and the stats are valid, one thing we all have to agree on is that the crisis caused by the pandemic has affected everyone one way or the other.
There are so many lessons to take away from the Covid19 experience and one of them is the need for leaders at both the organizational and personal level to be better equipped in facing and getting through times of crisis, beyond Covid19. We are all bound to face crises in the course of work, business, or personal life, even without a general crisis situation.
How should leaders respond in a time of crisis?
How should organizations respond?
How should individuals respond?
In this mini-book that will take you a maximum of ten minutes to read, we have shared quick insights on how you can better manage the situation caused by Covid19 in your business, work, or personal life and also to equip you on dealing with crisis generally. It is written primarily for business owners but is recommended for career people, professionals, and individuals generally.
The book draws insights from the fall of a little boy in a Nigerian Island called Bakana, and other stories that will interest you. You shall glean insights on situational analysis, emotional intelligence, crisis management, crisis communication, resource management, and more.
As leadership is being tested on all fronts across the world, we hope that you will be among those to emerge stronger and more focused post-Covid19 and onward.
Click DOWNLOAD THE BOOK to get your copy now.
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Building an awesome brand begins with an idea, this book shares perspectives on thinking through business ideas. It is a twelve minutes read of stories and quick insights. We hope you will enjoy reading it. We would love to get your feedback. Kindly share with those who need it.
You can get it via DOWNLOAD HERE
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When we got engaged as brand consultants by a client, 7 out every 10 customers complained about the price at our client’s venture. Presently, only 1 out of every 10 complain.
We overhauled the visuals!
1. We designed a new logo.
2. We created a new brand color.
3. We pulled down the old signage and put up a new one with the new logo and colors.
4. We procured a higher quality of chairs that were more comfortable.
5. We redesigned and reprinted the handbooks given to customers.
6. We created a slogan to give customers a sense of purpose for coming there.
We intentionally created a better visual appeal and customers’ perception of price changed. The number of regular customers increased, the average monthly sales went higher. New customers come more often to check the place out because the visuals got their attention.
Take your visual communications more seriously, it influences how customers bargain with you.
If most customers are underpricing you or complaining, it’s most likely based on the perception they get from what they see or sense.
We will be glad to work with your brand to solve this problem, let’s get the conversation started via firstname.lastname@example.org
This is a very important question to ask in customer relations. Some customers (usually a few out of the lot) will be unreasonable, unruly, dishonest, over-demanding and show total disregard for your business terms and processes.
When an incident occurs in your business and you address it with the default mindset of “the customer is always right”, you are likely to end up with a team of disenchanted and unhappy employees.
Particularly, when it has to do with an issue between an employee and a customer, ask “what happened?”. The principle of fairness should not be skewed to the disadvantage of the employees. The more employees know that you will not hear them out, the more customer service issues you will have.
Seek to resolve the concerns of the customer, but do not be unfair and unjust to your employees in your judgment.
Asking “what happened?”, communicates to your employees that you also care about their feelings, dignity, protection, and not just making money.
Imagine that you own a salon and employed someone to help manage it while you focus on your 8-5.
The manager made a request for a dedicated smartphone that will be used for social media management and other communications with customers, but you said no, the manager should use her own phone. You want to avoid the cost of buying a phone.
Customers call the manager’s phone line directly. She takes images with her phone and puts them up on her Whatsapp status to market the salon, they chat with her, and engagement with customers is increasing.
She moves on eventually to another salon and each time your customers call or chats her up, she mentions that she is no longer with your salon but directs them there, most of them insist to use her new salon. They have gotten used to interacting with her and her phone line cannot be passed on to your new manager.
The cost of losing some of your customers is higher than buying a phone that was meant to be an asset to your business.
Employees will definitely have personal interactions with customers, but the business itself should have its own communication channels – Whatsapp, Telegram, Phone Lines, etc – and devices that will remain even when employees move on.
Take your communication channels seriously.