Change has never really been about big things and events, it has always been about seemingly small events amplified to immeasurable proportions. Rosa Park only sat in a bus. The chain reaction of her insistence has not stopped till today.
The world has changed and is changing at an increasing rate. Power used to be in the hands of a few, but thanks to technology, power is now in the hands of more people. My experience with an airline over my ipad showed me many things I never even thought possible. At the end of the day, if Nigerian service providers are not ready to crown consumers king, consumers by themselves must know that the crown is in their hands.
I was at the office of one of the telcos recently to fix a bad SIM card. I filled a form and handed it over to the lady who was going to attend to me. As soon as she saw the name on my form, her comportment visibly changed. She asked if I was “the Omojuwa” and I acted as though I didn`t understand her question. She looked at my names again, checked her phone and would not be fooled. She knew who I was and was very much in tune with my new media presence. Let me just say the service she rendered to me is the best I have received from any Nigerian office this year.
Why did that happen? Disincentives!
She understood that a misstep could land her and her company in trouble. She knew that I could leave that place and have her employers trending for the wrong reasons if she treated me wrongly. Of course I shared the sweet experience on my timeline. Since the issue of my ipad, I know of at least three incidents of returned ipads. Why are ipads suddenly being found at the airport? Disincentives! There are now more risks involved in toying with passengers’ goods.
Until I made an issue of my lost ipad on twitter, the top echelon of the company in question were not even aware let alone get involved. Left to the members of staff, mine was not an issue, a foregone conclusion. Nothing was going to happen. They were wrong. Many things have since happened and a lot of things will happen. I understand some people will not like my style but that is what works for me. It is only an ipad some would say but then that ipad is having far more effects in ensuring passengers don’t lose their goods than all the useless legislations against theft. Service providers now know that there are risks involved with maltreating customers no matter how seemingly ordinary they look. All customers are equal would be their mantra henceforth.
Whatever ends up with my ipad’s issue for instance, I am absolutely certain that my efforts will at least force good and respectable service from other businesses. Change has never really been about big things and events, it has always been about seemingly small events amplified to immeasurable proportions. Rosa Park only sat in a bus. The chain reaction of her insistence has not stopped till today.
At the end of the day, at least one airline in Nigeria knows that when a passenger complains about a missing iPpad for instance, they have a responsibility not to shout on his or her lawyer. They have a responsibility to treat each customer in a special way irrespective of who is making the report. Am I making noise because I cannot afford an iPad? Well, who knows? All I know is that, the next service provider that’d make a mess of an ordinary service around me stands a risk of being convicted on social media. You cannot report a reputable company on social media and have people bash it up for you, but it is always easy to raise an army of social media militants against a historically notorious brand.
Until I have my iPad returned to me or I get a compensation for same – without a request to keep the agreement silent – I will always ask where my iPad is from those who said they put it in my bag. The thing is, how anyone feels about it is not my business. I know my business and I mind it obsessively well. The consumer can be king, all s/he needs do is wear the crown. New media is the king maker!
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