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Service Quality Assurance, Customers and Sales Growth

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Dear business leader, when was the last time you pseudo-called your customer service telephone lines or touchpoints to get a firsthand experience of what your paying clients may be going through, whether good or bad?
Many businesses have become habitual with poor customer service attitudes because there are no control measures to notice them and nip them in the bud before they escalate.
It is even more worrying that, in most cases, the business owner or leader is not aware of the true state of service. This ranges from customer-facing team members operating with a monopoly mindset, treating customers like there are no alternatives, to those with an entitlement mindset, acting like they are doing the customer a favour for which they should be grateful to be served and well-behaved. There are also team members who use downtime or moments of scarcity as a weapon against customers. They extort, inflate prices, and act like the party could last forever. They build a bad perception of the brand and deplete trust in it. My business in today’s piece is a wake-up call to business owners and, by extension, sales teams because there is a direct connection between your customer service quality and the sales figures.
In today’s Nigerian business environment, quality service is no longer a “nice extra”; it is a growth strategy. Customers are more informed, more vocal, and quicker to switch brands than ever before. The businesses winning today are not always the cheapest; they are the ones that make customers feel respected, heard, and valued.
A 2024 report by the Nigeria Customer Service Index (NCSI) revealed that Nigeria’s overall customer satisfaction score improved from 61% in 2023 to 67% in 2024. While this shows progress, the rating still falls within the “poor” category, proving that many businesses still underestimate the power of service quality.
For business owners and sales professionals, this should be a jolt to you.
Quality assurance simply means creating consistent customer experiences — from how phone calls are answered, to delivery timelines, complaint resolution, staff attitude, and after-sales follow-up. In Nigeria, where delays, poor communication, and distrust often affect buying decisions, businesses that intentionally improve service quality immediately stand out.
Research on Nigerian retail customers has also found a strong positive relationship between customer satisfaction and repeat purchases. In simple terms, satisfied customers buy again, refer others, and increase long-term revenue.
As business expert Sam Walton once said, “There is only one boss: the customer.”
Many Nigerian businesses focus heavily on attracting new customers while neglecting existing ones. Yet, repeat customers are usually cheaper to retain and more profitable over time. A customer who enjoys your service becomes a walking advertisement for your brand — especially in a society where word-of-mouth recommendations still strongly influence buying behaviour.
This does not mean perfection is required. Customers can forgive occasional mistakes when businesses respond with empathy, honesty, and urgency. What they rarely forgive is indifference.
For sales teams, quality assurance should not be seen as the responsibility of management alone. Every interaction shapes brand perception and future sales opportunities. A polite response, accurate information, timely feedback, or a simple “thank you” can influence whether a customer returns or leaves permanently.
The businesses that will thrive in Nigeria’s competitive economy are those that understand a simple truth: service quality drives trust, trust drives loyalty, and loyalty drives sales growth.
To help your team understand how improved customer service habits drive sales and save the business, I have put together a training coming up on Saturday, June 13th. Please dial 08106120819 to make bookings for your customer service and sales teams.
Enjoy the rest of your week.
I am Bosede Olusola-Obasa, Character Development Trainer, Corporate Culture Strategist, and Service Attitudes Advisor.
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Pay Attention to Building a Workplace Legacy (3)

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In the past two articles, I have discussed the importance of building a workplace legacy and it’s benefits. This discussion is crucial seeing that over the decades, many people work only for the linear reason of making money and taking care of the immediate. While this is a good stance, it doesn’t serve the complete advantage because work, working or the workplace has a lot more to offer.

This mindset also stops such people from treating work as a scalable narrative. I have found that the seed of ones next big opportunity or platform is often buried in their current work, project or task – you decide to unlock it. That’s why building a workplace legacy is intentionally leaving your positive footprints on every work team, every project, every workplace, every task, etc. Everything that has your name – no guess work!

To help you get started, I have been giving you practical tips to identify and internalise core areas of focus for career and business people who wish to build workplace legacy. These includes being intentional about your work quality, your work conduct and your work relationships. I had discussed the first two factors, and this is the third and concluding piece on workplace relationships.

A legacy-minded professional understands that relationships are not merely for networking or personal advantage, but for meaningful impact and mutual growth. He understands that work relationships should be intentional, respectful, trustworthy, and value-driven because legacy is rarely built in isolation. It is often carried through the lives, growth, and experiences of other people.

Here is what such relationships should look like for someone building workplace legacy:
1. Built on Trust
Trust is the foundation of lasting professional relationships. People should be able to rely on your honesty, confidentiality, consistency, and integrity.
2. Mutually Respectful
Legacy builders treat everyone with dignity regardless of rank, status, or background. Respect creates an environment where people feel valued and safe.
3. Growth-Oriented
They build relationships that encourage learning, accountability, mentorship, and professional development not relationships centered on gossip, manipulation, or unhealthy competition.
4. Service and Supportive
Strong workplace relationships involve helping others succeed, sharing knowledge, offering encouragement, and collaborating genuinely.
5. Professional Yet Human
A legacy-minded person balances professionalism with empathy. They understand deadlines and performance matter, but so do people’s emotions, challenges, and wellbeing.
6. Conflict-Wise, Not Conflict-Free
Healthy workplace relationships are not the absence of disagreement, but the presence of maturity in handling it. Legacy builders resolve issues respectfully rather than fueling division.
7. Free from Exploitation
They do not use people merely for promotion, access, or influence. Their connections are sincere, ethical, and not transactional in spirit alone.
8. Inclusive and Encouraging
They avoid favoritism, toxic cliques, and exclusion. Instead, they create room for collaboration, fairness, and shared success.
9. Mentorship-Minded
Someone building legacy intentionally pours into others. They share opportunities, wisdom, and experience because they understand that true legacy multiplies itself through people.
10. Reputation-Conscious
They know relationships shape perception. Therefore, they protect their associations, communication style, and interpersonal behaviour carefully.

Workplace relationships for a legacy-minded person should leave people stronger, wiser, respected, and inspired. Because at the end of a career, many people may not remember every project completed but they will remember how the relationship with you made them feel and grow.

Such people treat their responsibilities as stewardship. They don’t wait to be supervised before doing the right thing. They are dependable, committed and intentional because they understand that excellence is a habit, not an event.

They also see work as an opportunity to serve. Every task completed well, every customer treated with respect, every problem solved and every colleague helped contributes to a reputation that speaks louder than any job title.

Building workplace legacy also requires continuous growth. Industries evolve, technology changes and expectations rise. Those who remain teachable stay relevant. They understand that learning is not a phase but a lifelong commitment.

Finally, legacy-minded professionals think beyond themselves. They know that promotions, offices and salaries eventually fade, but the systems they improved, the people they mentored and the standards they established can outlive their careers.

As you work, ask yourself this question: “If I left this organisation or current team today, what positive difference would I be remembered for?” Your answer may reveal whether you are merely working for a living or working to leave a legacy. Mind Your Character!

Enjoy the rest of the week!

I’m Bosede Olusola-Obasa, Character Development Trainer, Corporate Culture Strategist and Best Service Attitudes Advisor.

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Pay Attention to Building a Workplace Legacy (2)

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Workplace legacy conversations aren’t as popular as they should be. I hope that learning about it here creates a positive shift for you, no matter how long in you have been.

Today let’s discuss the second factor in building a positive workplace legacy as a career or business professional. Recall that I mentioned in my piece last week that there are three defining factors: your actual work, your work conduct and your work relationships. I discussed what work should mean to a legacy-minded person in part one. Now, let’s discuss conduct. Be reminded that building a workplace legacy is all about leaving your positive footprints at work across different locations, opportunities and responsibilities. It comes with a lineup of advantages including: goodwill, career sponsorships, partnerships, recommendations, etc.

What Work Conduct Should Mean to a Legacy-Minded Team Member

For someone looking to build a workplace legacy, your work conduct should consistently reflect character, discipline, emotional intelligence, and professionalism even when no one is watching.

Legacy is rarely built by talent alone; it is sustained by behaviour. Here are key qualities such conduct should reflect:
1. Integrity
Being truthful, accountable, and trustworthy in decisions, communication, and responsibility. A legacy-minded person does not compromise values for temporary gain.
2. Respect for People
They treat subordinates, colleagues, clients, and superiors with dignity. True professionalism shows most in how one treats people who cannot offer anything in return.
3. Consistency
Good conduct is not occasional performance. It is maintaining quality attitude, punctuality, reliability, and professionalism on both good and difficult days.
4. Emotional Maturity
Someone building legacy learns to manage pressure, conflict, criticism, and success wisely. They avoid toxic reactions, gossip, arrogance, and unnecessary workplace drama.
5. Excellence in Attitude
They approach assignments with seriousness, ownership, and willingness to improve. They are solution-driven rather than excuse-driven.
6. Humility and Teachability
Legacy builders are confident but not proud. They listen, learn, admit mistakes, and remain open to correction and growth.
7. Positive Influence
Their conduct should make the workplace healthier, not heavier. They encourage teamwork, fairness, peace, and ethical standards through their daily example.
8. Professional Discipline
They respect organisational policies, communication boundaries, confidentiality, and workplace ethics. Discipline builds credibility over time.
9. Service-Oriented Mindset
Their behaviour reflects concern for customers, coworkers, and organisational goals not just personal convenience.
10. Character Before Recognition
They understand that applause may fade, but character leaves footprints. Legacy-focused conduct values long-term respect over short-term attention.
In essence, conduct for a legacy-minded professional should be the daily evidence of the values they want remembered after they are gone.

Because in many workplaces, people may forget achievements with time, but they rarely forget conduct.

Mind your character, because your legacy begins with the meaning you attach to your work.

To be concluded next week. Enjoy the rest of the week.

I’m Bosede Olusola-Obasa, Character Development Trainer, Corporate Culture Strategist and Best Service Attitudes Advisor.

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Flogging Apprentices Out of Artisanship: Matters Arising

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This piece is not an attempt to repeat what you may already have seen in conventional media reports about the declining number of apprentices in informal vocational training.

Rather, it is to draw your attention to what should concern you as an end user of essential service providers like auto mechanics, plumbers, barbers, tailors, painters, welders, electricians, and other skilled trades.

You may need to start preparing for a future where you pay significantly more for these services, comparable to what people abroad already pay.

This is a simple case of demand and supply. As fewer young people enter these vocations, scarcity will emerge. And when supply drops while demand remains, prices will rise.

Yes, formally trained technicians and graduates of technical schools may step in to fill the gap but not at the low rates you are used to paying today.

So, what is driving this declining interest among young people?

You might point to factors such as poor work ethic, the desire for quick money, declining respect for skilled labour, economic pressures, weak apprenticeship systems, or the lure of technology-driven alternatives. These are all valid.

However, there is a silent issue we must confront: poor leadership habits within the traditional apprenticeship system.

For decades, many apprenticeship environments have been marked by troubling practices:
* Tortuous physical punishment in the name of discipline
* Dehumanising treatment
* Exploitation and extortion
* Emotional and psychological hurt

These practices have become normalised, passed down as part of the system itself.

While some may argue that this is not the primary cause of declining interest, it is undeniably a significant underlying factor. Young people are no longer willing to endure what previous generations tolerated. And they shouldn’t have to.

From a habits and mastery perspective, leadership behaviour (good or bad) compounds over time. When negative habits dominate a system, they gradually erode trust, dignity, and long-term sustainability.

Impact Assessment:
The signs are already visible.
Fewer young people are entering these trades. It is increasingly common to visit a workshop and find no apprentice present. Service providers now frequently say, “I have no apprentice.”

What we are witnessing is a quiet but dangerous crisis. It may not dominate headlines like politics or trend like entertainment, but its implications are far-reaching. The gradual disappearance of artisans is real and the consequences will eventually reach every household.

Like an auctioneer’s final call “Going, going, gone!” this system may fade before we fully grasp what we’ve lost.

What Must Be Done
There must be a deliberate effort to rebuild trust in the apprenticeship system. This includes:
* Introducing basic standards for humane treatment
* Promoting emotional intelligence and people management among master artisans
* Establishing oversight or regulatory guidance where necessary
* Providing structured incentives and dignity for learners

Artisans are critical to economic stability and everyday living. If the current generation of master craftsmen retires without willing successors, the cost will be borne by all of us. The time to act is now.

Enjoy the rest of your week as you Mind Your Character.

I’m Bosede Olusola-Obasa,
Character Development Trainer | Trust Culture Strategist | Best Workplace Attitudes Advisor

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