Building Trust: Why Your Business Isn't (Hopefully) a "Lagos Man"
Dear Jamborees,
Something very funny came to me while thinking of today’s newsletter: ‘Lagos Men’. Let's be honest, sometimes stereotypes are hilarious. As business owners, we've all seen memes about Lagos men being notorious serial cheats. While we can make jokes at the absurdity, the truth is, this kind of stereotype can bleed into other areas, making building trust with people a challenge.
Imagine you're a customer, and you're constantly bombarded with messages about "Lagos men." Would you readily trust a salesperson, a new brand, or even a neighbor offering a helping hand? Probably not. I get it! And this is exactly how Nigerian and African SMEs also suffer severe stereotypes – poor customer service, poor delivery time, etc. Everyone assumes that SMEs out of this part of the world can’t be trusted. A damaging stereotype!
Here's the thing: stereotypes are rarely the whole story. Just like there are fantastic and intentional Lagos men (we're all aware there are certain Lagos men like myself that are thriving in the romance world *wink wink*), there are also businesses built on a foundation of integrity, no matter the location.
So, as a business owner, why are you regarded as a typical Lagos man and how can you bridge the gap to build trust with customers who might be wary based on stereotypes? Here are a few tips to avoid becoming the business equivalent of a "Lagos Man":
Transparency is Your Ally: Be upfront and honest about your pricing, services, and policies. Let your customers know exactly what they're getting into from the beginning. A faithful partner keeps their significant other informed – you be the same with your customers! No hidden fees, no disappearing acts.
Promises Made, like a Man of His Word: If you say you'll do something, follow through consistently. Consistency is key to building trust. Don't be that business that blows hot and cold! A faithful man keeps his promises, just like your business should.
Exceed Expectations: Go the Extra Mile for Her Heart: Surprise and delight your customers with exceptional service. A little extra effort can go a long way in showing you care. Think of it as spoiling your customers, not ghosting them! Just like a romantic gesture shows commitment, go the extra mile to leave a lasting impression.
Social Proof is Like a Strong Recommendation: Showcase positive feedback from satisfied customers. Testimonials and reviews build confidence in potential customers. Let your happy customers be your cheerleaders! Similar to how a good recommendation from a trusted friend builds trust, use social proof effectively.
Open Communication is Key: Be Like a Listening Ear: Respond promptly to inquiries and address concerns professionally. Open communication fosters trust and shows you value your customers. Don't leave your customers hanging – be their reliable confidante! Just like a faithful partner offers a listening ear, be readily available to address your customers' needs.
Lol…Now I know I’m beginning to sound like a relationship expert, I hate that ehn. But without digressing too much, we are still speaking on your business being an ‘Intentional Lagos Man’. Anyway, building trust takes time and effort, but by following these tips, you can overcome stereotypes and connect with your customers on a deeper level. Remember, customers are discerning and appreciate businesses that treat them with respect.
By focusing on building genuine connections and exceeding expectations, you can turn skeptical customers into loyal brand advocates. Let's ditch the stereotypes and focus on building strong, trusting relationships with all our customers!
If you would be a ‘Lagos Man’ type of business owner, be the one that stands out with his well-tailored kaftan, good aura, likeable personality and trust.
Regards,
Ayo Bankole Akintujoye
Convener & Co-Founder.