My encounter with Mr Effiong
The first full week of October (3-7) was marked as the global customer week. While my area of academic research interest is change management, I have always had an enchanting consulting and facilitating interest in customer service, satisfaction and retention. Indeed, 20 years ago, I had concluded plans to launch a customer service NGO but that is one of those ideas that ended as dreams. Because of this deep interest, I pay particular attention to how I am treated at any moment, commending when wowed and condemning whenever I received sour-grapes( Ezekiel, 18:2). That was what happened when I encountered Road marshal Gyang at Ogere, along Lagos Ibadan Express-way on 25/2/14. He was so civil and courteous, that I did a full commentary on that (An Encounter with Road Marshall Gyang, BusinessDay, 11/3/14). A few months ago, I boarded one God-Is-Good vehicle. The ‘pilot’ was driving with the furiousness of Jehu ( 2nd Kings, 19:20)and all efforts to remind him that he was carrying human beings fell on deaf ears. I reported him to his employers, who promised to respond within 48 hours. Lo and behold, they responded. I gave them a thumbs-up. Earlier this year, I had an encounter with PZ customer-service people and it was a thumbs-down. In 1982, I had bought a Thermocool double –door fridge for N450. I used that refrigerator for 20 years, before it gave up the ghost. That experience had been etched in my memory and so, when they started manufacturing or vending generating sets, I decided to patronise them. I also bought a pressing Iron from them. A few weeks later, the machines started speaking in tongues. I was scandalised. I spoke to the dealer who referred me to PZ. When I got in touch with their customer service unit, I was advised to take the items to their service centre along Oshodi-Apapa Express way. When I got there, I was told that the part required to solve the problem was not available. The fact that one of the staff told me that it was available at the black market (within the complex) did not make any difference. Why did they tell me to bring it to their office? I am still recovering from the experience.
However, sometimes in May 2016, I had a refreshingly different experience with one Mr Effiong of Diamond Bank, Ijebu-Ode branch. Those who have been following the strange banking model at Ijebu-Ode will know that banks there operate from 11am to 1 pm. I had arrived at the bank premises a few minutes short of 11am and the security man told me that they had not yet opened for business. When I persisted, I was allowed inside and when I got in, I saw a crowd. Later, I confronted the security man and asked why he told me that they were not open. He responded that those were special customers. When I got to my car, I saw a piece of paper stuck under the wiper. I thought it was one of these advert leaflets but lo and behold, it was a contravention notice from TRACE (Ogun State equivalent of FRSC). They had already seized one of my plate numbers for wrong parking. I was livid. I went back to the security man and asked why he was there while they were ‘sanctioning’ my vehicle. He replied that it was a regular occurrence. I then asked him why he did not advise me against parking there. He mumbled some incomprehensive statements.
I drove my car without the rear plate number for two weeks. I had two outstanding issues: one with the bank and its lousy security fellow and with TRACE, which had seized my plate-number. Therefore, on 24/5/16 I, went to the DBL office, and was directed to one Mr. Effiong. I tabled my complaints. He apologised profusely for what happened and went to trace the security staff. He was not on duty. He admitted that what the man said and did was not right but would take full responsibility. He also undertook to underwrite whatever I paid to reclaim my car plate-number.
I had come, prepared for a full-blown war. But when I considered his courteous and friendly disposition, how he stood for his security staff,( Ezekiel,22:30), and how he agreed to underwrite the cost, without even knowing what it would be, I gave up the fight. I told him not to bother. When I went to reclaim my car plate number, the spirit of God overshadowed the young man I met there and he returned it without asking for reward.
That is the way it should be. Mr Effiong got my thumbs-up and we have become friends since then.
Dr. Ikechukwu Muo is with Department of Business Administration, OOU, Ago-Iwoye
