CUSTOMER EXPECTATION MANAGEMENT 101.

I went to Lagos a fortnight ago and the flight experience was very horrible. My team had secured a ticket on one of the most laudable operators in Nigeria. They’re reputed to be prompt and professional so I was rest assured to have a beautiful trip. The flight boarding was called right in time. We boarded and then the issues began. We stayed in craft, very hot inside, for more than 1 hour. Then we were told there was a ‘mild glitch’ and the software engineer was working on it. Some drama occurred and some passengers decided to disembark. After another 30 minutes, the ‘glitch’ was fixed, we were told, and then clearance sorted, we started to taxi. After a few attempts to increase taxiing speed, the aircraft slowed down again and we were told “flight is cancelled. The glitch ‘came back’”. AFTER 2 HOURS FROM SCHEDULE. We all disembarked and went back into the ticketing hall already filled to the brim with people. We bought another ticket on another airline and left for Lagos another 2 and half hours later.

After spending 2 weeks in Lagos, we were heading back to Abuja on the same ticket we originally bought. We did not cancel the return leg. We got to MMA2, and at the point of checking in, a fair small lady staff told us: YOU CANNOT USE YOUR TICKET PNR TOGETHER TO CHECK-IN YOUR LUGGAGE UNLESS YOU ARE A COUPLE OR A FAMILY. IT IS OUR COMPANY POLICY.

I was flabbergasted!!!

1. When did JOINT PNR stop counting for luggage weight sum?
2. When did ONLY FAMILY luggage count as joint PNR?
3. Why did that not count when we were checked in at Abuja terminal a fortnight ago before the unfortunate cancellation, a flight where we paid for excess luggage that still has not been returned?
4. Why was this information not made clear upon purchase of tickets when the system noticed the passenger details was for more than 1 flier? The purpose of this trip was an official training and we had a lot of training materials which contributed to more luggage weight than our personal effects.

I specifically asked these questions. And the Lady looked up and told me “well, that’s the way it is. Maybe you will talk to ‘that man’”, referring to a man I later found out to be her Supervisor. I walked up to him and reiterated my displeasure. He told her to sum up our luggage weight and deduct the extra weight. Guess what she said “no!!! She will only treat us as individuals; not as a team.” Wawu !!!

At this point, Stella was livid and I was just exasperated; so I told her “okay, do your job. Just take the excess luggage amount you want from my card. I just want to go home.” I was too pissed to even let my emotions drag longer. She was so rude. Gosh!

I remembered this trip only this morning when I went for a haircut. Because, a similar incidence occurred. Though no drama at all ensued. The barber was cutting my hair and he said ‘Sir, your scalp is drier this morning. I think I should put some moisturizer.’ I said ‘okay; but I am usually very careful about anything I rub on my body. What does it entail?’ He said ‘no, I’ll just rub it right here and clean it while I cut the hair.’ I said ‘oh! Great’. Then he brought the foaming stuff and did his thing. Next he’s asking me to come to the sink to wash off the foam. I obliged. And the process ended. Next, I am at payment point and I’m told “Sir, your payment is N5,000.00”. I laughed 🤣😂😂🤣😂. “But Oga, you said it’s just to run and clean na. What if I can’t afford the extra amount? What if I just came with the exact fare for my haircut?”

📍 📍 📍

THIS IS WHAT MANY OF YOU DO !!!

📍📍📍

A customer makes enquiries with you and you ASSUME the customer knows ALL YOUR PROCESSES. Instead of ‘ONBOARDING’ the customer properly with ALL RELEVANT INFORMATION on the value chain of their requests, you keep mute and when you think you want to get paid, trouble starts.

STOP IT !!!

If you know me or you’re connected to me, you’d know that CUSTOMER FULFILLMENT is a BIG THING for me. I have innumerable experiences how I would rather bear loss than offend a customer, legitimately. PLEASE DO BETTER.

Make sure:

1. You hire someone who is DEDICATED to SOLVING CUSTOMER ISSUES. Never underestimate the feedback of a paying customer. Their feedback is like scent or smell. It goes FAR !!! Solve their problems PROPERLY.
2. Document your processes in SIMPLE FORMATS so that it is easy to digest and apply. Do not have HIDDEN ACTIVITIES or HIDDEN CHARGES. It is truly frustrating. I was telling Mrs O’ that I won’t fly that airline anytime soon unless they’re the only airline going my route or if it’s a ticket purchased by my client. Honestly, I’m pissed. I did not add that even on the return leg, my flight was delayed from 12:30pm till 3:10pm. I landed Abuja at 4:30pm on the dot, making me late for a Zoom class starting 4:30pm 😡
3. Any SENSITIVE PART of your processes should automatically become PRIORITY ATTENTION. Talk about it more. Explain it better. Take your time to communicate it. People are losing money everywhere and going through a lot of stress everywhere. YOUR BUSINESS SHOULD NOT ADD TO THIS, please. I beg.

I have said enough. I hope I have communicated?

m a k t u b !!!

🐙