Start Up Corner EBooks
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Category: Start Up Corner NG
I started a new lesson on Marketing. The first video is in the link below.
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We kicked off the Start Up Corner Book Review. It was a very enlightening session.
Watch the recording below.
We had a follow up session on Monday, October 10, 2022. You can watch the recording below.
You can download your copy of the EBook here. Send a WhatsApp message to join us in reading and reviewing the book.
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It’s International Customer Service Week 2022.
If you haven’t already solicited feedback from your customers already, you may be sleeping on the bicycle. Please go ahead and do so.
So, when you solicit feedback and you get some negative feedback, what should you do? In some cases, you don’t even solicit the feedback, it finds it’s way back to you without you looking for it.
Below are six recommended steps for handling negative feedback.
THANK THE CUSTOMER FOR GIVING YOU THE FEEDBACK
It takes commitment/passion to give feedback, particularly negative feedback.
We know that practically no one wants negative feedback. So, it takes a lot of courage for someone to give you negative feedback.
Note that the opposite of positive feedback is NOT negative feedback; it is actually INDIFFERENCE.
Don’t stifle future feedback due to the mishandling of negative feedback.
Also note that the customer cares enough about your business to help you identify gaps that you are blind-sided to.
TAKE TIME TO UNDERSTAND WHAT THE REAL ISSUE IS
Don’t wave them off as trouble makers that always find faults. In most cases, there is something in your process that could actually be improved upon. The other customers that have not highlighted the issues have most likely noticed the same issues but they don’t want to rock the boat. That “troublesome” customer is bringing an underlying issue to light before all your clients migrate at once. Pay attention to them.
INVOLVE A NEUTRAL THIRD PARTY
Where practical, involve a neutral third party to review the situation and give you honest feedback.
Many times, we are too emotionally invested in the matter to be objective with negative feedback. You will have reasons that you consider valid why the customer’s expectations were not met. The third party reviewer does not have such emotional investment in the situation and is able to review the issue dispassionately.
APOLOGIZE FOR YOUR LAPSES
Apologize for your lapses. Offer some discount, if feasible, to compensate for the inconvenience.
Your ego may be bruised but if you are interested in building a business that will outlast you, you’ll need to check your ego. There’s a lot of talk these
REVIEW YOUR WORK PROCESSES TO CLOSE THE GAPS
Review your work processes to ensure that there are no repeat events
GIVE FEEDBACK TO THE CUSTOMER
If practical, give feedback to the customer on the changes you have made to your work processes based on their feedback.
Do you have a story of how you converted a negative experience to a fantastic working relationship? Please share in the comments or send a message.
I have an Independence Day gift for business. Send a WhatsApp message to request for yours. You can also send a WhatsApp message if you wish to discuss your issues with managing customer feedback.
Happy Customer Service Week.
Hello. Happy Independence Day Nigeria. Happy New Month.
I got this lovely e-book from Selar and I’m feeling quite generous. Click on the link below to download the e-book.
If you want to read with the Start Up Community, please send a WhatsApp message.
Catch up on the BOOK REVIEW sessions we’ve had so far.
Meet Omolara Sanni of Handmade Nigeria.
Watch on YouTube
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As a business owner, Venture Capitalist (VC) funds can help with scaling up your business.
Watch the video for tips on preparing your presentation when approaching VCs.
Follow Start Up Corner NG on Facebook, Instagram and Twitter. Join Start Up Corner on LinkedIn.
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Find attached the Lagos State Employment Summit Report 2022
Yes you read that right, what are you doing with your data? Facebook, Instagram, Twitter, Whatsapp and Snapchat… What are you gaining from all these platforms? Better dress sense? How to handle your man? Latest celebrity gossip? Oh the regular Subs on Facebook? I ask against; WHAT ARE YOU DOING WITH YOUR DATA?
Couple of weeks back an aunt invited me to a program and it was one thought provoking seminar. There were two major speakers Mr Odun Emasealu MD Interior Woodwork Limited and Mr Ola Olabinjo a newly retired banker of all sorts. Now these two men told us their stories and I was amazed. They started from scratch, they started from the very bottom, the odds were against them yet they beat it and made it.
Find your next property on Telegram
Daily I read on Facebook and other platforms how young able bodied men and women sit to bash the government , saying as how they have failed us and I feel sad, sad because these people are not doing anything to help the economy still they bash the government. Have you thought of entrepreneurship? Have you thought of actually working with your hands? What talent do you have? What do you have passion for? What are you contributing to the country’s economy?
Do you know you can start a business for as low as 5k? Do you know you can ditch pride and actually do some jobs you assumed to be below your level? Many years ago my older brother said something jokingly but I caught it and held on to it. He said “Shit money no dey smell, na shit dey smell”.
On this Social media I have found lots of entrepreneurs that are giving back to the society. I bet you haven’t heard of Purest Nathaniel Enyinnaya. This is a young man who left the banking world and went to learn fashion designing. Today he is going around the nation holding free tailoring classes, he goes from state to state and for 3 weeks he would teach men and women how to sew.
Do you know @Obi-Leather? Dang that man is a genius with leather, the awesome things he makes out of leather, he sources for these leathers himself and make bags and wallet and whatever you can think of. He holds classes for children in his neighbourhood in Lagos and guess what? People still suspect him, some say he can’t just be teaching children without getting money from some NGO’s. He is not a young man, he is old but guess what? He is not lazing around. He is contributing his quota to the society.
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I found these men and many money on social media because I go looking for them, the same social media we use in Subbing and Lynching each other. Ask yourself today what you do with your DATA, do you just pay for subscription weekly or monthly to catch up on the newest gossip? Before you buy your next subscription, ask yourself what you gained from the last one.
Happy new week people. 💋💋
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