Originally posted by Tola Akinsulire, on one of the whatsapp group I belong to. Too good not to share, so here you have it...
Just a note from a friend of mine -Seun Akisanmi (he took the photography class at Camp 2014)
We need to improve as service providers and individuals
The XTRA Kilometer
On my recent quest to find the perfect printer for my forthcoming maiden book, I discovered a sad reality that I suspect has resulted and will result in the failure of a lot of businesses. Sometimes the reason we're not getting the clients we want or need is not as a result of evil forces or demonic powers that be; it's as a result of our inability to be persistent and our unwillingness to go the extra mile, sorry, kilometer.
Let me explain. In an attempt to be a patriotic Nigeria and patronize only MADE IN NIGERIA products and services, I visited the undisputed headquarters for all things printing - Shomolu - in search of a printer for my book. We settled with 2 companies that looked like they would deliver the level of world-class quality I felt the book deserved. I collected their contact details and promised to revert back to them once the final edited manuscript was ready.
2 months passed. The manuscript was finally ready. TEARS OF A HUNGRY NIGERIAN ENTREPRENEUR would eventually head to the press. The question was which press would it be. Among the 2 companies, only one contacted us during the 2 months waiting period to find out the status of the book and if we were still considering them. I thought that was thoughtful of them to have thought of my book status in a thoughtful.....you get the picture. They seemed like the right company.
I emailed a copy of the final manuscript to both printers to get a final updated quote and got interesting feedbacks. The first company - the unthoughtful company :) - gave me a quote that was quite higher than the initial one they had given me 2 months earlier. I replied and asked why the drastic increase in price. The date was August 12 and except they just replied my email in the last few minutes, I am yet to get a response.
The thoughtful company sent me a quote and did not mention how much I need to make as a deposit, how long the printing will take and what bank to make payment into. I replied their email asking for answers to the aforementioned questions and I am yet to get a response 3 weeks+ later.
I felt they probably were to busy to attend to a small time unknown author like me. So I resorted to taking the advice my mentor - 'dayo Adedayo - had given me over a year earlier. He had advised me to consider using a printer in China. He mentioned that their quality is better and the cost is more affordable. So off to alibaba.com went I. I submitted a requisition for a printer who will fit my needs and eventually got about a dozen quotes wthin a record 48 hours. Now I was confused.
Going through the responses & quotes, I could literally feel the aura of world-class customer services provided by these companies. One company even went ahead to print a sample copy of the book for me to see what they can do if chosen. And I had not even paid a dime. I was impressed. So impressed that I eventually settled with a Chinese company to print a hungry Nigerian entrepreneur's book.
If the Nigerian companies had returned my email and addressed my inquiries, I probably would have settled with them, especially with the thoughtful one. If they had gone the extra kilometer in ensuring my questions were answered, they would have been privileged to print the first of many books yet-to-be released titles from a seemingly-unknown Nigerian author.
Here's an appeal to myself - Seun Akisanmi - to ensure I go the XTRA kilometer in whatever I do. I sense it will make a difference in the long run. It will cost me in most situations, but it will be worth it at the end of the day.
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