The Ghanaian and Customer Experience 102

This blog is to recognize employees and employers effort to deliver good customer experience, encourage others to learn from them and do same as well as to keep the company(ies) in question on their toes and ensure the right things are done to deliver nothing short of the best.

So early on this year we heard about Eddy’s Pizza and I promised that others would also be shared whether good or bad. 
Well this visit was to a known restaurant in Atomic Junction just before Madina.

I came to the point of believing that either customer are not demanding for what we deserve or that our service providers are just taking us for granted without “fear or favor”. In this second place, I had to wait for more than 5 minutes before I was approached by a waiter. He was courteous and did the normal “apology lines” as done always and requested to take my order after handing me a menu. Before we continue I would like to ask you this question. Have you been to a place where the menu is given and almost all the choices you make you are told they do not have it? Then why is it on the menu? I am never able to answer that…can you?

Well whiles waiting for my turn to take my food there were a few things that caught my attention. The guys there were quite regular with clearing tables and sweeping the floor every time there was the need to. That was good on their part. However, they delayed when customers beckon because they had to finish their work (sweeping, clearing a table etc) before attending to customers who called them. This they really need to work at since some customers had to wait for long. On three different occasions there were some unusual events that was not healthy for customers and neither was it for the employees. These were instances where a gentleman who appeared to be either the manager or the supervisor shouted at some employees twice in the side of the restaurant where customers order for take away and once in the main restaurant. Personally I thought that approach was uncalled for…right motive probably because they had done something(s) wrong but wrong action at the wrong place and time and in the presence of the wrong people. Trust me working with people can be very difficult and as a leader issues must be handled with a lot of “tact”. If not done properly can result in various unpleasant results. In this case which would affect the company, employees involved and the customers in a way or the other.

The food finally came and this time around it was better than my previous experience and I have to give a thumbs up to them. 
One question though, why are most of the chicken served at eat outs extremely soft whether fried or grilled? When you take away the spices from the outer (skin) the meat itself is mostly not enjoyed. I believe our Chefs and cooks must look at that for us.
Believe me it is same with the "Giants" in the industry as well. But let's make it right.

What do we learn here?

• As customers we MUST stand for what we deserve and our rights
• Leaders MUST be tactful at all times in handling "domestic and inhouse" issues. We may not know it all but some things are quite obvious
• Customer Service people MUST always remember WHO their priority is....THE CUSTOMER
• Every company MUST educate employees on Mahatma Gandhi's quote on the CUSTOMER (We will go through that some time)

Let us ALL rally and make our industries a better one. If it happens and applies outside our shores we can have that too here in GH. Once we are ready to pay as CUSTOMERS they MUST be ready to deliver as BUSINESSES.
We deserve nothing short of the BEST. Thank you

I am Ivy Zelda A. Yeboah, a graduate with a Bachelor’s degree in Marketing and currently studying Social Media Marketing online from Northwestern University. I have a lot of experiences in customer service, Marketing and I have the passion in Advertising and Branding and I have studied around those areas. I am a manager in a contact center of a leading Telecommunication in Ghana and I am currently looking forward to new challenges in the same field or other fields of interest. Feel free to contact me LinkedIn on http://bit.ly/2fVXNlY (Ivy Akosua Yeboah)