@gkbalogs Just look at that... Look at that tiny negligible mistake. This is a learning curve

@Dontee___ And you know what, about 80% of the highest selling smoothies had banana in it, so it wouldn't ordinarily have mattered much.. but ALAS!!

@gkbalogs @tosinolaseinde Many Nigerian business owners I know will react poorly and accuse this person of trying to ruin their business. Feedback and complaints are gifts to any serious minded business owner who is ready to grow and improve. Small money, the average Nigerian business owner will get so

@gkbalogs This is how real brands grow. By listening, not defending. It also show that a single complaint can rewrite a company’s culture if you handle it with wisdom

@gkbalogs One of the lessons for me here is to investigate customers complaint thoroughly before concluding. Similar thing happened to my wife a few days ago when the same person that has been buying her product complain of reaction - product she has been drinking for months.

@gkbalogs You just earned a follower, na this kind business owners I dey like, business owners that see bad customer reviews as an opportunity to grow will always remain at the top of their game.

@gkbalogs I don't even see complain when a customer give me a feedback. A word from a customer can make a whole change that'll open doors of opportunity in my business.

@gkbalogs Kai! It’s not easy to run a business. Imagine, such tiny oversight could cause something catastrophic to the biz and the client. I had to tell my wife about this, she said allergies are bad. I’m happy you handled it so well and thanks for sharing this as well.

@gkbalogs 🎯👏🏾 "...we owe it to her and to ourselves to find out why...That single complaint led us to introduce major changes in our production process." That is how a customer-centric organisation/brand thinks, acts, and grows.

@gkbalogs As a brand owner or no founder, never see complaints as an attack instead learning from it Thanks for this insightful piece

@gkbalogs Very well said.👍🏿

@gkbalogs 👏 👏

@gkbalogs This is keen attention to detail 👌. There's a lot to take home from this, thank you for sharing.

@gkbalogs Its surprising how misunderstandings can escalate. Clear communication is key to avoiding these situations. Always best to resolve issues calmly.

@gkbalogs Lol. This generation and packaging. Wetin be QA Manager? Quality Assurance ni shoobu smoothie😂😂😂. My team😂😂 Our Product😂😂 You forgot to use "Client" in place of Customer 😂😁😂 Lori oro baba oni smoothie yi, oluwa e gba ope wa!, Lori awon team, client, baba e gba iyin wa

@gkbalogs This is me with catfish.. If a drop of oil from catfish soup enter into my food. I will surely know cos my body will react to it. More reason I don't eat in restaurant that serve catfish to avoid cross contamination

@gkbalogs There's a professional course called "A Complaint Is a Gift" It's a concept from a book of the same name by Claus Miller. Maybe you could consider encouraging your staff to enroll or buy the book.

@gkbalogs Erisco left this room of reasoning straight to The blue and black guys for bargaining! I have not really tasted ur products but I will look out, thankfully I have no allergies that I am aware of, so I will get anyone I come across and enjoy it. God bless you and your business 🙏

@gkbalogs IF we ever have a working Nigeria in our lifetime, you deserve a leadership role in any MDA that fits your training

@gkbalogs Chai! What a wonderful read. It also validates what I had to pass through today to resolve an issue with one of the IOCs. Just a little oversight from a team member can cause a lot but it also opens up new ways certain things can best be done & good measures in place. Thank you

@gkbalogs The best customers aren’t always the happy, smiling ones who never complain. Sometimes, the best customers are the ones who challenge you, who point out what’s wrong, even when it’s uncomfortable to hear.

@gkbalogs How did you approach the communicatiom of the finding to the customer, and did she react? That's the next interesting part of the case I would love to hear to improve my customer relation skill.

@gkbalogs My daughter reacts badly to eggs...when she was younger my nanny made noodles for her using a pan she used to fry eggs and not washing the pan properly..she vomited the noodles as usual until I made my findings

@gkbalogs This was literally me yesterday. I've always have this believed the surest way to build a sustainable business is to pay close attention to customers complain and feedback, especially sometimes when it's difficult or inconvenient.

@gkbalogs Kudos to you and your team first for handling g the customer well. But the way you also handled the feedback - doing more investigation and making improvements to your processes - is so admirable. Some would not bother after sorting out the customer.

@gkbalogs @EmotionsDoctor Businesspeople often ask for feedback, but only few recognise that customer’s displeasure is also a feedback that can better their brands. You handled the situation well. You did not only retained that customer, you've got for yourself someone who's going to refer you to others.

@gkbalogs @XclusiveElla That fake Tomato paste company for don arrest that customer Asap, e fit even pass that place enter prison.😭😭

@gkbalogs If most entrepreneurs approached customer service this way it'll make everyone's lives a lot easier. Customer service is almost nonexistent in Nigeria.

@gkbalogs This is how Companies get sued and pay out millions in damages in the western part... People die from what enriches others

@gkbalogs What a learning curve from that experience. Never dismiss a complaint until it's proven beyond reasonable doubts.

@gkbalogs Some years ago I bought egg roll by the roadside & while eating it, I felt the taste of fish in my mouth & spat everything out. I complained to the vendor, she then confessed she fried fish rolls before the egg rolls with the same oil. I never patronized her again

@gkbalogs Did the customer get a feedback of the outcome of the investigation? That's the last stage of handling customer complaints.

@gkbalogs I had not even finished reading and I knew that could have been the issue since the customer was reacting to the allergy . Lots of negligence from the current crop of hospitality staff. Issues as little as regular washing of hands and equipment seem like an uphill task for them

@gkbalogs Banana is a big bully in smoothies😭 No matter how small, it dominates

@gkbalogs This is why knives should be colour coded, especially in food service. Knives, chopping boards, and everything else.