What is peace of mind? Peace of mind is what you experience within in a system where there’s accountability. It’s a situation where the supplier strives to satisfy and the customer gets to clear his/her head of all worries in association with the particular service provider. It’s excellent customer service and to ensure it great quick feed back is key.
At my former job we once had a customer walk into the bank and try to create a scene in the banking hall. The issue: he was a debit card holder from another bank and while attempting to withdraw money on our branch’s ATM he was debited but cash was not dispensed. The Issue happened over a month ago and after repeated complaints at his bank in frustration he decided to come over here to see how he could get his money back. Ideally such issues are resolved thus:
-Customer complains at his bank giving ATM officer there all necessary details of the incident
-ATM officer of his bank logs complaint into Interswitch website.
-Interswitch forwards complaint to “erring bank”
-Head Office of other bank liaises with branch (branch ATM officer) responsible for particular ATM
-issue is investigated and if other bank’s claim legitimate entries are reversed and feedback given to Interswitch
-Interswitch in association with customer’s bank makes sure customer is credited (pay back) accordingly
After some questioning it appeared ATM officer of customer’s bank had yet to log in complaint or did so erroneously as though our ATM officer observed the error he hadn’t prior being petitioned about it. Customer in lamenting the situation brought the “do you know who I am” angle, and in response a good number of my colleagues went cold towards him and thought the man was making a mountain out of a mole house (paltry 15 thousand Naira), especially for someone of his calibre. This is where the peace of mind angle comes into play. My money is my money, be it six hundred naira or sixty thousand Naira and I have every right to be extremely cross by its perceived theft. The right way to handle the situation was to empathise with customer (no matter the extent of your own perceived personal problems), explain to him the process flow for resolution and to truly show you understood his plight and to prevent him from continually running from post to post offer to speak on phone to ATM officer of his bank explaining to him your findings.
More often than not we’ve complained about treatment meted out to us by perceived aloof bodies, but on occasions when the tables were flipped we did the same to others. The inspiration to write this arose out of the recent experiences I had with my website in regards to its Registrar and its hosting.
I’ll be forever grateful to Chippla Vandu for taking care of my site’s registrar bills for the first 5 years and Kayode Muyibi for doing same hosting wise. The favour was truly invaluable. But alas we at times sadly fumble in an otherwise smooth long run. To use some economics jargons (hopefully correctly) Kayode went beyond his elasticity and the economics of scale proved counter productive. This is where Nigerian entrepreneurs (a good number of Nigerian web businesses are solely run, or handled by 2-5 hands) must beware, try and expand within your capacity so that you don’t get overwhelmed in providing support to your clients. Else it would be a case of abandoning your solid bowl in place of a porously leaking bucket in your attempt to fill your water drum stationed in your kitchen. The issue of Oluniyi David Ajao (owner of web4africa.net) versus Naira.Kbps (first register of nairabytes.com) is another sore case. It’s truly shameful the way the issue deteriorated. Even if it was against Web4Africa’s policy to refund hosting payment the moral thing to do was to push the domain name ownership to Naira.Kbps, as against the case now where the site’s registration having expired has been acquired by a domain parking shark.
So in conclusion for your peace of mind I strongly recommend Netfirms and Hostgator to Nigerians resident at home when it comes to the business of Domain name registration and hosting respectively. Slightly expensive they might be for some people; the truly informed and knowledgeable know that no price is too expensive to pay for peace of mind. And that it’s better to be a king in the jungle (run your own shit, have full ownership/control) then to be a dog in the city. Props to Sound Sultan.
Domain name registration on Netfirms is presently one of the cheapest on ground. You can easily pay with your Nigerian bank issued VisaCard or MasterCard. But be sure to have a scanned copy of your ID and your card available for confirmation purposes. And you can easily search online for coupons to reduce you bills. Props to Sawyerr Ken for the plenty tips.
Hostgator is undoubtedly one of the most reliably Domain host in existence. Their customer service is second to none. Tickets are replied typically in less than an hour and you can even chat live with a support staff 24-7! Site content transfers can also be done free of charge for new customers, who also get the advantage of price coupon discounts on their first signup. Like on Netfirms payments can easily be made with your Nigerian bank issued VisaCard or MasterCard (this time preferable issued in your own name). And be also sure to have a scanned copy of your ID and your card available for confirmation purposes. In extreme cases and sadly due to the wide spread fame of our 19 boys Nigerian customers have been known to be asked to send in pictures of them holding their ID cards. Cost might be pricey but peace of mind is guaranteed! In this case props to Udegbunam Chukwudi Emmanuel for the plenty tips.
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