We Can Influence A Change: If We Just Dont Keep Quiet

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Claudia


I moved into a new environment a while ago. I loved the house et al but (access) road was in a terrible state. 


As soon as I moved in I started to bombard the local government and ministry of works on social media. 



Guess what? 


Barely 2months after, work commenced on that road. Thanks to the responsive-social media-friendly government of Lagos.


Though at a slow pace but something that has been ignored for over a decade is being attended to. 

Work in progress!


Just recently I booked a (Lagos-Abuja) return flight for a friend on Maxair. 

He was supposed to be on the 6.40am flight to Abuja but with no prior information or explanation (as usual) flight was delayed for over 2hours not until I started to call them out on social media did they announce boarding.

First experience gone wrong.

My friend had a 9.00am...what a disappointing experience. 


By 2pm he was done with his engagement in Abuja only to receive news that his 6.40pm return flight to Lagos has been moved to 9.50pm.

What madness!


I tried calling their customer service line to see how the situation can be remedied because first of all, 9.50pm is too late. Secondly, they were still selling tickets for 5.30pm flight online.


I went on a twitter rant. Calling them out and asking for a refund.


I digress, whoever is their twitter handler is very efficient and patient I must confess.

Well....

Long story short, we got a chance to move his trip forward at no extra cost.



You see how a single staff can influence the entire business?


Unlike Gtbank that has refused to resolve a POS merchant declined transaction since November 2020. As I type my #4,100 is still hanging in the air. 

Sigh...


It's not enough to acknowledge customers complaints, resolve them! 

That's the point!

Customers complain because they want solution not excuses.


I've had issues with both indegineous and international airlines (these things happen) and have had to call them out on social media but Maxair customer service stands out.

As with any other airline or business, the inevitable can happen. Unexpected issues can come up. 

Anything can cause delays or change but communicating to customers, resolving customers complaint and ultimately, leaving customers with a wow-customer-experience is very important.


I swore in the morning not to fly maxair again but by afternoon, my perspective about them has changed and I'd be willing to try again because I was heard the first time.


The lesson here is to you reading this: Dont just grumble and accept all manner of negativity. Even if it's the status quo, you can influence a change if you speak up and make effort.


Remember to stay safe.


Selah!



Comments

  1. Unknown25.5.21

    Great post, I do the same to calling them out too.

    ReplyDelete

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