Oluwole Dada Profile picture
Aug 16 8 tweets 4 min read
IMPROVING YOUR COMPETITIVE ADVANTAGE AS A SERVICE PROVIDER DAY 3

lnkd.in/d_iwnwWj (Read DAY 2 here)

To get the best from your employees who relate with customers, you must train them on managing customers.
#people #hotel #restaurant #empathy #people Image
Training and retraining is important for staff interfacing with customers. I have seen employees who are attending to customers shouting on them because of a little disagreement. When this happens consistently, it is a sign that there is little or no training for these employees.
Every front desk staff must be patient with customers. They must learn the art of listening and empathy. Whether it is new customers who want to make enquiries or existing customers who will like to be attended to, you must treat them with dignity.

#sales #experience #training
Customers encounter with your staff is one of the critical determinants of their experience of your service.
I am sure the reader has experienced more than once scenes where you are standing in front of an employee either in a hotel or a restaurant or taking a cab or in a hospital and you are being ignored while the employee is focusing on doing something else.
Contrary to the sales of physical goods, the provision of services requires the customers to be treated with a high level of dignity.

There are hotels I have been to and I always look forward to lodging in such hotels whenever I am in that city.
This is because apart from the quality of service, the staff are very friendly, courteous, always smiling and ready to solve my problems, if any. No matter how good your service is, if your people who serve the customers are not friendly, your customers will be driven away.
Your restaurant may serve the best meal, if those who serve customers are treating customers with disdain, your footfall will start to decline.

To be continued...

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More from @oluwole_dada

Aug 18
IMPROVING YOUR COMPETITIVE ADVANTAGE AS A SERVICE PROVIDER DAY 5

lnkd.in/eTyjMmvM (Read DAY 4 here)

There are many other things though intangibles that can distinguish you from your competitors. ....

#environment #hotel #hospital #restaurant #nigeria Image
Some of these include your parking space, ambience of your office or environment and possibly the cleanliness of your environment.

#brand #experience #security
If you have a restaurant and people find it difficult to park or they have to park on the main road at the risk of being caught by law enforcement agents, then you may be losing clients without knowing.
Read 9 tweets
Aug 17
IMPROVING YOUR COMPETITIVE ADVANTAGE AS A SERVICE PROVIDER DAY 4

lnkd.in/dsNPRnyD (Read DAY 3 here)

Still on the issue of people, the employees that we have been talking about are not limited to those at the front desk or the customer service staff.... Image
These employees also include security staff, cleaners, drivers, dispatch riders and every individual who represents the organization and have contact with the customers.

Every staff member must ensure they give customers an unforgettable positive experience.
In the provision of services, what organizations sell is experience.

Your staff must be trained in such a way and manner that their communication and actions with customers leave a great experience on them.

The security guards must speak calmly and with courtesy.
Read 8 tweets
Aug 14
IMPROVING YOUR COMPETITIVE ADVANTAGE AS A SERVICE PROVIDER DAY 1

Many service providers have found it difficult to distinguish themselves as they remain lost in the crowd.

#people #customerservice #restaurant #banks #hospitals #hospitalityindustry
They are unable to have a unique selling point hence consumers see them as not different from others who provide the same kind of service.

Over the next few days, I will be sharing tips on what can help you carve a niche for yourself in the midst of a lot of competitors.
First is that you must provide good and quality service. As a service provider, you must never get to a level where consumers complain about your service.

If you are Quick Service Restaurant (QSR), you must ensure that your food is delicious.
Read 7 tweets
Mar 10
FUEL SUBSIDY: TO REMOVE OR NOT?
I had a 1hr conversation with @DrOlusesan on the issue of removal of fuel subsidy and I will like to share some of our thoughts here. I maintained my stand on the need to remove the fuel subsidy and re-channel funds to infrastructure.
I believe that we are committing so much money to fuel subsidy that we are not having enough money for infrastructure which will thereby help to grow the economy. With the increase in the price of crude in international market, Nigeria may spend up to 5t in 2022 on subsidy.
The 5t that may be spent on subsidy in 2022 can complete 4 kind of "Lagos-Ibadan railway" and 5 kind of "2nd Niger bridge". I believe that these infrastructure will power the much needed growth in the economy and it will ease trade and commerce through logistics.
Read 12 tweets
Jan 17
NIGERIAN ECONOMY DEFIES LOGIC

Recently, I spent my evening with a friend who is a Finance Director in one of the leading consumer goods company in 🇳🇬 and we sat down to review the performance of different FMCG in 2021 and it was mixed stories of the good, the better and the ugly
The ugly was the input material prices which were rising due to dollar scarcity and global supply chain crisis and that left the companies with no alternative than to increase prices of goods.

This triggered inflation in Q1.
Last year saw many consumer goods companies increase prices of goods as many as three times.

The most alarming thing was that the more the prices were increased, the more products these organizations were selling.

This was a misnomer experienced by many FMCGs.
Read 8 tweets
Jan 16
FOUR THINGS THAT WILL HELP YOU THIS YEAR.

WISDOM
Wisdom is the right application of knowledge. Without knowledge, Wisdom can never be in place. Knowledge is the bedrock for wisdom.

#business #experience #career #help #learning #people #intelligence #research
Wisdom is the ability to proffer solutions in the midst of chaos. It is the use of your experience, intelligence, thought process, observations, reflections and understanding of issues to make good judgement. Go for wisdom, it will surely translate to wealth.

#wisdom #experience
The level of uncertainties in the world today will require wise decision to be able to sail through. No one knows what the next few months hold however with good judgement, you can optimize the moment.

#wisdom #experience #Intelligence #career #leadership
Read 11 tweets

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