Saturday, 20 July 2019

The unprofessional supplier

When you have worked for a good amount of time in both corporate and private limited company/ business settings, you must have experienced a fair share of unprofessional suppliers especially when you live in this third world country  of ours known as Uganda – the banana republic.

April: So it was only 4 months ago when I contacted a major production house whose core competences are commercial/ large format printing, personalized digital printing, design, business stationery and promotional products. I contacted them through a sales person we have used once before to procure black basic branded round neck t-shirts that I needed produced professionally but quickly within a week. After a week of no contact I reached out to her and my quotation was sent to which I quickly confirmed and asked her to move ahead to make me a sample for approval so that my small order would be printed and delivered immediately.

Sales Agent: “Hello Joyce, the quotation has been sent have you received it?”

Me: “Yes I have.”

Sales Agent: “Can you send us an LPO (Local Purchase Order) or make payment so that we can move forward to produce your work.”

Me: “We do not use LPO’s but give me a week and your cheque will be ready for pick up please bring my sample for sign off so that there are no delays just like the last time.”

Sales Agent: “Okay.”

Now, for all of you who are blessed with a fast paced work environment you know how 1 week can fly by as you bury your head in the day to day juggling of multiple tasks. So after a week I gave her a call and received no answer this continued for an entire month until one mid-morning she finally answered.

Me: “Hello, how are you”

Sales Agent: “I am okay.”

Me: “I am calling to follow up on the order of t-shirts I placed a while ago that needed to be delivered in 1 week.”

Sales Agent: “Who is this?”

Me: “Joyce from company X, I was sure that you had saved my phone number.”

Sales Agent: “Oh sorry mukwano mmhhh…”

Me: “So, what happened to my sample and my entire order? You have not been answering calls for over a month.”

Sales Agent: “Yes, munange mukwano nabade mu accident ku boda boda so I was on leave,” (she responded with no ounce of professionalism.

Me: “Oh I am sorry to hear that, so are you back at work or can you refer me to someone…” before I could even finish she cut me short with this response.

Sales Agent: “Neda mukwano, kati nkomye wo ku mulimu, actually I reported today morning so I will work on you.”

Me: “But why didn’t you communicate this so that I can reach out to someone else?”

Sales Agent: “No, neda eh it just slipped my mind. So you did not actually get your order?”

Me: “No I did not.”

Sales Agent: “Eh kale, mpozi what was the order. Bambi sijukira”

So I repeated the specifics of the order and even read her the quotation number

Me: “So, I hope that there will not be any delays and I expect my sample delivered mid this week and the final full order delivered by end of this week.”

Sales Agent: “Mukwano, ngenda ku kolako.”

Me: “Alright, well I wish you a quick recovery.”

Maybe I am uptight and well over my actual age bracket but I was rather amused how a client moves from their name to become “Mukwano.” Please note that never at any time have I interacted with this sales agent in Luganda or any local dialect. I thought of an individual/ client who was in my position and might not understand Luganda might take offence to this entire conversation.

July: Anyway I digress, so I hoped that this hiccup was indeed a one off for her; sadly she did not get back to me and I was too swamped to chase her down for a while. So I eventually called her again early July and as expected she did not answer or respond to my phone calls so this time I resorted to using the company landline and asked for her or someone in marketing to assist me.

After a few transfers and repeating my order number and specifications 2 to 3 times I hang up and got a call back from a new sales/ marketing executive and she clarified all my details and promised to pick up the cheque Friday that week as I had instructed. She did pick up the cheque and brought my sample the very next Monday and although there were some issues with getting our company logo colours exactly right, I appreciated her terrific turnaround time. The new sales agent delivered my full order and she dealt with my entire order from first interaction to delivery in 14 days.

I will clearly not order from this organization again but the new sales agent made me almost reconsider because of how professional she was. A few bad apples can kill your business and no customer is too small so take the time to KYC – Know Your Customer, if bankers do it so can you. This applies whether you sell Rolexes or run a multinational brand. 

Food for thought
There are so many things that the first sales agent should not have done so to business owners who value enhanced customer value to achieve loyalty that in turn ensures return business. Here are a few tips I would like to share.

·         Know and understand what kind of person is handling your business and representing your brand?
·         Intermittently check on some of your clients to see whether they are happy with your service whether or not they have recently ordered.
·         When customers give you feedback about your staff, take it seriously and do not be biased because the member of staff is a favorite.
·         Apologize or ensure that your member of staff who dropped the ball does so to the client for their time wasted. Time is precious and customers’ time should be valued because it costs them.
·         Do not only focus on driving sales volume also evaluate your staff on how they do customer relationship management?


Unknown said...

The Sales Rep was an absolute muyaye. A few months ago I had almost similar case with Airtel when I upgraded my MiFi sim card to 4G. Before I upgraded I told lady at the counter that I use this SIM card in MiFi not in my smartphone so how am I going to receive my gift of 5GB from airtel. Then she told me I will receive 5GB within 24 hours as long as the line is anly active in a phone. And I told her again I only use this line in MiFi or i put it my ka-torch to receive my free 5GB. The lady told me as long as the line is in a phone. Then i left the counter. So afew hours before the expiration the 5GB gift, I called customer-line to ask why I haven't received my gift then guy said the SIM card has to be in smartphone. I then I explain the same narration to this person. All of sudden he switched to luganda and when I also switch to luganda, he then started abusing me in luganda; olimusiru nyo. Ka-torch yee smartphone. But I played it low and told him that,"you wanted me to dream that the 5GB gift is only available for smartphones not MiFi".

Am always curious with first time calls when one switches languages but I did not see this one coming because Airtel is a big company

Joyce Ochwo said...

Yes i totally agree with you and she has permanently lost business with us. I am very sad to hear about your ordeal with Airtel.

One of the hardest things to do is grow a brand/ organisation and still retain the values and ethos across all staff and locations and this is even harder on our continent. That said, it is Airtels responsibility to ensure that they have the right, well trained, motivated people giving service in their service centered.
Thank you taking the time to leave a comment.

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