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Forget the Customer! Around Here, the Product/Service Provider is King!

Forget the Customer! Around Here, the Product/Service Provider is King!

by | Jul 1, 2014 | Customer is King, Customer Service, Fashion Beyond Stitches

Happy New Month everyone!!!!!!  And welcome to the beginning of the 2nd quarter of 2014.  Goodness!  This year is going so very fast like you cannot even imagine!  But here is me hoping you had a great start…. even with the rain…  You know what they say… showers of blessings ushering in the 2nd half. 😀

Great!  On to my topic for today…

Original image in green (without the black text) culled from http://blog.mancx.com/wp-content/uploads/2011/11/customer-king-graphic.png

Somehow, either the product or service providers have forgotten this simple fact, or we as a people are so guilty of over-hyping them for their products or services that they seem to have conveniently forgotten that without us, their businesses would not exist.  


Hardly any day passes that I do not hear about or read someone’s comments about being badly treated at the bank, the airport, some telecommunications company or even by their artisans.   I’m sure many of you have found yourselves in at least 3 of the following situations at some point in time or the other…

 
http://4.bp.blogspot.com/_qVb6nqvLoGI/TEmrChFub3I/AAAAAAAAABw/2usdhOatMr0/s400/Customer+Service_02.png

1.  You go to the bank and the customer services person or the lady behind the counter speaks to you (or someone else) in such a rude manner, you are left wondering if she does realise we are the ones paying her salary?  Or worse, you feel the need to patronise her or call her “Aunty” before she actually attends to you?!  This happens a lot, especially in banks that operate on the Mainland.    

OR 

2.  You ask for a job that is long overdue from one of your service providers, maybe your graphic artist or photographer, and he begins to act as if he is doing you a favour?  In fact, you have to cajole him to release your work despite the fact that you are paying for it.

OR 

3.  You get crap work from one of your vendors and when you insist on them doing the right thing, you are either insulted or made to feel like you are just being a pest for no reason.

OR 

4.  You want to make enquiries about a product or service you would like to buy and you begin with “Sorry, I hope I am not disturbing you…” or some other kind of apology. And this is sooooo common around here.  Why apologise when your enquiry will bring the person money?!  I can never understand that mindset.  

OR 

5.  You go to a supermarket and the lady at the till gives you a receipt without your change because it is only N25.  When you ask her for it, she tells you “I don’t have change, I’ll owe you.”  When you insist she finds the change, she throws you a dirty look and does not move an inch till she realises you actually plan to collect your change. 

http://smartcanucks.ca/wp-content/uploads/2013/02/the-loyalty-test-500×261.png

Yes this picture should be the norm but I have often found that around here, those of us who suffer the bad customer service choose to continue to “reward bad service with more patronage”.  Boycotting a certain company known for bad service does not really happen around here.  But then again the sad truth is that the competitor is probably not any better.  I am also guilty of this to be honest.  For example my telecoms service provider had been so horrid for the past few months, but I am yet to leave because the alternatives are not any better.  And we are soooo used to the so-called “Nigerian factor” (whatever that means) that noone expects anything to change.  

I find it pathetic really because it shows who we are as a people.  The concept of mutual respect is non-existent and one has to beg, bribe or tip someone to do their job.  And worse, we Nigerians seem to be so hostile to one another but seem to be nicer to foreigners.  I wonder why.  If only someone took the time to fill out a customer feedback form, perhaps things can change.  But then again, some might be worried that the staff would lose their job and then they would feel guilty!  Well what I say is perhaps the rude staff should have thought of that first!
But I do have some good stories to tell though…
I remember having a horrid meal at a top-notch restaurant on the Island once.  When the waiter asked me how the meal was, I told him point blank it was terrible.  My companion asked me why I said that and I told him because it was the truth.  Good thing I spoke up because guess what?!  The waiter passed on the message to the chef who gave both of us some lovely dessert “on the house” as a way of compensating for the bad meal we just had.  Now THAT is customer service!  
In another similar incident, I was served rotten fish and when I complained and asked for the plate to be changed to chicken, they served me yet another plate with the same rotten fish!  I was told the meal could not be changed to chicken because I had initially ordered for fish!  Because we had paid for the meal upfront (as was the policy), the waiters and chefs sneered at me and told me I did not have a choice, I had to either eat it or leave the meal.  Of course I did not plan to “leave it!” 

After yelling and holding up the queue, the owner, who happened to be a foreigner, came out, listened to my story and served me a completely different meal.  Furthermore, he kept checking on me every 5 minutes to see if I was happy with the meal.  THAT is also  good customer service.  

Now if those nasty waiters and chefs had recognised that the customer was king and spoken to me nicely, I might have “left it” and focused on the chips or something else.  But rather than resolve the issue amicably, they chose to intimidate me –  something we consumers face constantly – especially the tiny ones like us…

http://www.intelligentdialogue.com/images/call-centre-our-world-sized.jpg
I read this article on YNaija 2 days ago:

http://www.ynaija.com/why-goodluck-jonathan-is-the-president-we-deserve-ynaija-long-read/

Pretty controversial but some of the views expressed there, especially the story of the mechanic, happen on a daily basis.  Although the article is a bit different from the topic at hand, the sentiments are similar – how the people meant to serve us lord over us.  

But do I blame the leadership?  Nope.  I blame the average individual working in an organisation who chooses to treat the next individual with such disdain.  If such can happen in a small organisation  then what do we expect from the larger society?!

All I can say at this point is, if you work in a company, big or small and you have the habit of treating your customers like crap simply because you think you can, just remember the words of Henry Ford:

http://commentsmeme.com/wp-content/uploads/2014/03/Management-Quotes-6.png
Bigger companies around here who once had the best of services have crumbled.  I wonder where those nasty employees are now?!  I wish I could mention names but I’d rather not.  

Have a good month everyone!!!
My Journey Down Fashion Avenue….:-D

My Journey Down Fashion Avenue….:-D

by | Jun 27, 2014 | Fashion, Fashion Avenue, Fashion Beyond Stitches, Fashion Designers, Fashion Walk of Fame, Garment District, New York, T.Williams


Times Square, New York…

So during my trip, I decided to do the “touristy” thing and check out the sites and sounds of New York.  Of course I had to check out the stores – especially the 4 stores on Fashion Star – Saks Fifth Avenue, Macys (which I eventually did like 90% of my shopping), H&M and Express.  Of course  I also made a mental note to check out the factories or at least see where a lot of the manufacturing took place around here.
But first…  I had to do some shopping!  So off we went down that loooong stretch of road down Times Square.  I was just still staring at the video displays and the runways on the huge buildings when AA told me “Check out that HUGE needle and button over there”!  

Little did I know that I was RIGHT SMACK in the middle of the garment district!  My friend Moji only told me that later.   

Don’t you just love this picture of me helping out my fellow “tailor”? 😀

And then my own history lesson began down the Fashion Walk of Fame!  😀


Ok… I don’t really remember the order in which I took the picture of these large err… coins so I just arranged them in alphabetical order.  Oh… I have to make the images really large so you can read what’s on them…

 

 
 

 

SUCH an inspiration!  I’m sure there were many more but these were the ones I think I could take without really stopping the flow of traffic.  But I enjoyed every minute of it… and hopefully, I can post more pictures of my trip! 😀

Have a great day! 

Are You a Designer Swamped with Work?! Then You Should Consider Outsourcing…

by | Jun 26, 2014 | Entrepreneur, Fashion, Fashion Beyond Stitches, Fashion Designer, Outsourcing

Hello Everyone!!!  Been quite A WHILE!!!!!  BUT here I am!  :-D… as always… ready to talk about one issue or the other.  And today’s topic is about something that has been heavy on my mind for about 2 weeks now…. an issue which designers always face but refuse to do anything about – huge workloads!  
So yes business is great!  The orders are pouring in!  Your work is fab!  You are getting the referrals and the media attention – BUT suddenly you find that you are unable to cope with the workload.  
 
It happens to everyone!  Even I faced it.  Anything that can go wrong, usually does go wrong when making an outfit!  
 
Soon enough your referrals are accompanied by “she is very good o but…. hmmnnn…. she does not deliver on time”  OR  “her work is FAB but just don’t give her anything you need anytime soon”!  
 
And before you know it, you have a not so great reputation!
 
Just last week, a student of mine was ranting and raving at her tailor for not delivering on her job (actually she had not even started it).  So she decided to make another outfit for  party she had that evening herself.  
 
Good enough the work started out fine – as it always does… and then things just started going wrong for some strange reason.  And before she knew it, that 2-in-1 number that was meant to have been completed by 3pm for that hawt party of hers, finally got completed at 7pm – with help from someone else!  [Needless to say that she now has a new-found respect for her tailor].
 
So yes it does happen to everyone.  If that had been a customer, she would not have delivered.  But what I respected was the fact that she realised that she needed help and screamed for help!
 
Which is what I am talking about today… getting help from someone else!  Simply put in other words… outsourcing!  Yup!  Collaborating with other designers…
 
Now I am not talking about full-blown outsourcing like you would see in major business textbooks etc – because of course there are pros and cons to outsourcing.  But I am talking about a situation where you have a lot of work but refuse to pass the job on to another designer to help relieve your workload.  
 
Of course I had always known designers around here preferred to suffer in silence than work with each other.   But I really became aware of how bad this mindset was when a participant at one of my FECs asked me what to do in a month where she did not have a lot of work and her tailors worked on a commission basis.
 
It was a tough one but the easiest solution to me was simply to outsource her services to other designers who needed the help.  In my mind, since I was aware that many designers were constantly “under the table” with work, I thought it would be an easy solution to the problem.  After all, a designer’s top priority should be to get the job delivered to her customer by all means necessary.
 
So what did I do?  I simply put up a message on Blackberry asking people who were swamped with work to let me know so I could refer them to her.  
 
Did I get the pings?  Well yes I did!  Quite a few of them!  
 
Were they interested in outsourcing their work?  Errr…. that was a totally different story… What they wanted was a tailor or machinist to work with them in their production centres!  I could not understand it!  You have too much work to handle yet you are unwilling to pass on work to the next person.  
 
Of course I had to ask my students the next day why designers were unwilling to work with other designers around here and this was their take on it:
 
1.  They probably do not want to share their profits or customers.  Why give someone else my business?
 
Huh?!  Seriously?  How about losing that business altogether if you consistently fail to deliver to your customers.  
 
2.  Their charges may be higher, resulting in charging the customer higher.
 
Well… possibly.  But chances are you have already agreed on a price with your customer.   The only reason you need the help is to help deliver on your promise.  For me I would simply state my offer and if she is willing, fine, if not, we shake hands and move on.
 
But then again, if I was in this situation, knowing me, if I was the designer with the work, I would probably cut my losses to save my face; and if I was the person with a slow month, I would charge just enough to cover my costs and not expect to make the profit just to keep my tailors engaged so I don’t lose them.  Everyone here knows how hard it is to find good machinists.
 
But of course when we both have a good relationship, we can revisit the figures and find a mid-way that is comfortable enough for both of us.   
 
3.  They are probably not sure of how competent the designer is so would not want to risk it.
 
Ah… this I can totally understand.  That can simply be rectified by testing them first before entrusting them with your work.  After all, even under your very nose, your tailor can still mess up your work.
 
4.  They might abandon your work when their own customers come knocking.
 
Very valid point.  That is where agreements come in and where they default, there will be penalties.
 
5.  The designer might steal their design.
 
Ha!  Is this a joke?  Everyone steals everyone else’s designs.  NO that does not make it right but chances are you will never find out anyway.  It even happens to the biggest global companies who produce in Asia.  
 
Besides, before you jump to that conclusion, note that most designers are influenced by the same things.  Chances are she may already have that design.  If I were the other designer, I would show her that design (if I have it in my portfolio) before I accept the job.
6.  They might lose their customer to that designer if their work is better than theirs.
 
Oh puh-lease like seriously?!  If this is your mindset, then it is just shocking!  First, how would the person even know who the customer is?  Then 2nd, get over yourself.
 
There were other reasons but these were the only ones I could remember.
 
I personally think the Nigerian Fashion Industry would be a much better place if people chose to work together rather than step on each other.  I just read an article today which I though was pretty amazing about a new company, Tinker Tailor, who customise designer dresses.  You can read about it at the following link:
 
http://www.businessoffashion.com/daily-digest/start-lets-customize-designer-dresses?utm_source=Subscribers&utm_campaign=6529c52a9e-&utm_medium=email&utm_term=0_d2191372b3-6529c52a9e-417015481  
 
I know our Industry is not mature enough to handle this type of collaboration, especially since many of us are just starting out and want to protect ourselves and also because of integrity issues, but the global industry has really gone far in terms of collaboration.  
 
During my internship, even though the company I worked with had a huge factory, they still outsourced some of their work to other smaller factories.  Similarly, when I visited China, I found out that despite the stiff competition, factories still outsourced their work to other factories just to meet up with their orders.  Which is the way it should be really?  Establishing a relationship with people who can help move your business forward.  
 
I personally believe that outsourcing will not only make life much easier for you but if you do your maths, you might even find out that it might reduce your costs.  But the biggest advantage to me of outsourcing done right is the ability to deliver on your jobs and have a good night’s sleep as well.
 
SO 
 
If you are a designer swamped with work, do let me know so I can hook you up with others that can help relieve your stress!
 
Cheers everyone!
The Appalling Sales Technique of Making Money off People’s Insecurities! >-(

The Appalling Sales Technique of Making Money off People’s Insecurities! >-(

by | Feb 20, 2014 | Fashion Beyond Stitches

http://25.media.tumblr.com/tumblr_mdmluaOe2a1rhlnzgo1_500.jpg
 
I have written this article several times in my head but felt the need to think clearly before getting to my keyboard else you will feel the raw anger coming through.
 
I find it completely appalling the way businesses try to prey on people’s emotions and insecurities all in a bid to make money!   Over the past year, I have read with disdain several marketing campaigns from various companies blaming women for being the reason their husbands have cheated on them or why their boyfriends left them for “skinnier” women.  
 
It appears gone are the days when selling a product or service is about trying to make people feel good about themselves and rise to the top of their careers.  It is now about using emotional blackmail and idle indirect threats to make their target market, particularly women, buy what they are offering by hook or by crook!
 
Take these 3 captions for example…
 

… much as I would like to quote the exact phrases, I will not since my issue is not with the companies themselves but with how they are going about their sales campaigns.  The truth is what they are selling does make sense, but do not make it seem like if Mrs B does not buy your book or your product, it is, then, her fault that her husband cheated on her.

http://www.christian-marriage-today.com/image-files/causes-of-infidelity-1.jpg
 
Oh yes… back to the 3 captions:
 
1.  If you don’t buy this weight loss book, then your husband will leave you for the next skinniest girl that comes along (trust me… the exact phrase was much worse and soooo overemphasised that I just got irritated and backed out from the purchase);
 
2.  In this issue, “How to Use Your Wardrobe to Keep Your Man”… or something along those lines; and
 
3.  You have been wearing the same bra for 2 years, no wonder your husband is out chasing other women!
 
Like seriously?!  What exactly is that all about?!
 
I actually took No 3 up with the person who sent me the broadcast because I took it very personal.  How dare you suddenly blame the woman for her husband’s infidelity?!  What happened to “for better or for worse?”  How is it that these sales companies are shifting the blame from the men to the women?!  And how can women actually get themselves sucked in by such hogwash?!
 
What happened to:
 
–  “buy this weight loss book, feel great and bring the romance back into your marriage by taking your husband back in time to the days you first met”; or
–  “change your boring wardrobe and get your mojo back!  Remember ‘ambition is the new sexy’ and you will get there with a brand new wardrobe!”; or
 
–  “get that sexy bra and bring your cleavage back to stir him up in the right places.  Remember… bright and perky is the name of the game”.
 
… or something along those lines.
 
Trust me, I believe women are not that stupid.  If they are having issues with their marriages and relationships, you will stir them to action.  NOT slapping them in the face for what was not their fault in the first place.
 
Besides, men!  Have you ever had a conversation with your women about how they look?  Have you ever told them if they don’t change, you will cheat on them?!  Why let the companies do the dirty work for you?!  And how can you even justify cheating… for whatever reason?!
 
I recall a training I was at last year when a man complained that since he got married, his wife has stopped exposing her chest and her legs and he is concerned because that’s what attracted him to her.  And I asked him, “have you discussed this with her?”
 
And ladies…this is the point where I begin to attack you.  
 
How can you let society dictate to you what you can and cannot wear?  What you should and should not wear?!  I remember when I was getting married, a close friend of mine told me “there are certain expectation of you as a married woman” and I thought it was hogwash!  Let your husbands or boyfriends do the complaining not society!  The same society who you listened to are now coming back to blame you for listening to them.  Like seriously?!  Does anyone ever own up to their responsibilities around here?!  Why must everyone play the blame game?!
 
Only 2 days ago, I was looking at my waist line and was worried that if I didn’t find a way to control it, my clothes would not look good on me anymore.  That is what it should be about!  Looking good and feeling good about yourself!  When you do what needs to be done to bring your confidence back, then people are attracted to you.  If you are insecure, that transmitter is sending out those signals so strongly that every radar around you is picking them up!
 
Honestly ladies….
http://d202m5krfqbpi5.cloudfront.net/quotes/1377806923p8/712975.jpg

 

And don’t let any company trying to take your hard-earned cash bully you into parting with your funds either!  Do it for yourself!  Only God’s grace and lots of prayers keep families together.  After all, how do you explain a man who cheats on his spouse with someone whose physical features are not even up to a tenth of what you have got?!  

I just heard a story about someone last week.  His wife in such a stunner that there really is no comparison between her and the lady he cheated on her with that I still wonder what he was thinking!  

So really, sometimes it is not about you.  It could be about the other person and his issues!  A cheating man will always cheat no matter how many weight-loss books you buy or hours you spend at the gym.
 
Besides, it just might be your insecurity that could be the greatest turn-off of all… or your attitude!  
 
And similar to what Christina Aguilera said in her song, always remember that…
 
You are beautiful, no matter what anyone says.  
Never let people’s words and actions bring you down!
 
I’m not saying don’t take care of yourself.  PLEASE DO!  It is vital to keep the spark alive.  I am sure you would hate it if your boyfriend or spouse suddenly started growing a pot-belly when it was his 6-pack that drew you to him in the first place.

But please don’t let anyone threaten you with an idea or a notion that anyone will leave you.  Yes it might be a reason but it is never a good enough reason for anyone to disrespect you or cheat on you!
 
And don’t you ever forget that!
Is the Customer Always King Even at the Expense of Your Reputation?!

Is the Customer Always King Even at the Expense of Your Reputation?!

by | Jan 10, 2014 | Fashion Beyond Stitches

http://www.mbaskool.com/images/stories/articles_2012/customer_king.jpg
 
 
So we had this conversation last year – is fashion design about creativity or decency?    Here’s the link just in case you haven’t read it: 
 
 
I decided to revisit the “Creativity vs Decency” debate when my students pointed out that the controversial dress appeared to have been custom-made for the lady.  And they are probably right… judging from how the strips were strategically placed.  
 
Although I still maintain that the dress was a clever piece of work and pretty much everyone who responded to me via Blackberry agreed with me that fashion was more about creativity, my question now became “why create an outfit for a plus-size lady that would have been more suitable for a smaller size”?!  
 
I guess the real question is:
 
“What happens when your customer requests for an outfit you know fully well would be unflattering for her size and body shape?!  Would you still go ahead and create the outfit even when you have your own reservations about it and you know it will give your reputation as a creative expert a bashing?” 
 
I know this is a major challenge of many designers and seamstresses.  I have heard so many horror stories and the first thing that always pops to mind is:  “Why didn’t you just walk away from the order?”

Picture this all-too-common scenario…


 
http://michelleharbour.files.wordpress.com/2012/02/customer-is-king.jpg%3Fw%3D300%26h%3D214
 
 
A customer comes in with a picture in a magazine asking you to create the exact same outfit.  Or in the case of the lady, asking you to create something scandalous that will turn heads!  
 
You know deep down that the dress you are looking at is on a Size 10 model while the person asking for a replica is a Size 20.  Or the dress in the picture is made of pure silk and she has come with the thickest ankara or taffeta fabric.  
 
You know when you are done, she will probably look a mess simply because she is a bigger size or the the fabric is different.  You advise her against it but she insists on the dress OR worse you say nothing and go ahead with the order because: 
 
1.  you do not want to offend her; 
2.  you do not want to lose her patronage; and 
3.  the customer is King and you are there to do her bidding even against your better judgement.
 
When you are done you are embarrassed by the finished product but you console yourself by saying “well I warned her but she insisted so I did what she asked me to do”.  She goes for the event and she gets the following feedback loud and clear:  
 
“My goodness, who created this nasty outfit”; or 
“Did a designer create this or a carpenter?” or 
“Naija and the nonsense people create sha” or… 
 
like the comments on the picture in the previous article:
 
“What is creative about this?!”;
“This is madness”;
“This is only suitable for a Porn Convention”; & 
“Designer Error or Wardrobe Malfunction”.
 
In fact you get only negative publicity from the outfit you spent hours slaving over.
 
She comes back to you yelling and screaming conveniently forgetting that she had initially insisted on the design.  When you remind her, she says “Well you should have advised me!  You are the expert!  You should have known I would not have looked good in it but because you wanted my money you just went ahead”.  She rains insults on you, calls you every name in the book, promises never to patronise you in her life again and slams the door so hard the hinges fell off.  You are left feeling completely miserable with your dignity in tatters!
 
Is she justified?!  Well… perhaps not for the insults or for breaking your door but she has a very valid point which I completely agree with.  You are the expert and should have advised her appropriately, even if she had insisted.    
 
If you had politely refused and walked away from the project even at her insistence or offered her a more suitable alternative, you would have done both of you a huge favour and kept both your dignities intact!  
 
http://3.bp.blogspot.com/_3j1mn_r3Eno/TQixKPsQNwI/AAAAAAAABS8/6bmWtu7qDLE/S1600-R/rman455l.jpg
 
Yes the customer is king but truth be told, would you want to risk your reputation and all you have worked so hard for over a project you know you have no business being a part of?
 
I recall attending a wedding recently and the decor was so tacky, the first thing that came to my mind was “my goodness, who did this awful job”?!  I made it a point to find out who the decorator was just so I would not make the mistake of patronising her.  During my investigation, I was informed that all the tacky props at the venue were specifically requested for by the bride and the place was set up exactly how the bride wanted it.  
 
The only problem is, noone knew that and noone cared to know.  All we saw was what we some utterly nasty work which gave the decorator really bad publicity!
 
So what am I saying?!  Yes we may need the money but as designers and seamstresses, we are first and foremost our clients’ consultants and should advise them appropriately.  We also need to make informed decisions on which projects to undertake by weighing the pros and the cons.  Don’t forget that if you do go ahead and create a garment that doesn’t sit on your customer the way it looks on the model in the magazine, she would have conveniently forgotten all the warnings you gave her and just label you as incompetent.
 
And yes the picture below might be really harsh, but sometimes, it just might be the better option in such cases.  
 
You will be surprised that the client will respect you more for it and patronise you even more because s/he knows you have his/her best interests at heart!
 
That’s all folks! 😀  Here’s me wishing you a great weekend ahead!
 
Cheers!   
And Still on the Subject of Decent / Indecent Dressing…

And Still on the Subject of Decent / Indecent Dressing…

by | Dec 5, 2013 | Fashion Beyond Stitches

… I was just going through someone’s blog articles when I stumbled yet again on this picture…


Now for anonymity sake, I’ll leave out the credit because it includes the person’s name.

Now… the article about this picture went along the lines of “how can a married woman be dressed like this to a function?!”  And here I am thinking “HUH”?!  Like seriously?  I honestly did not get her point.

What exactly is the bone of contention?  The outfit itself or the fact that the person wearing it is married?  

And the second question that pops to mind is “would the outfit be okay if it was a single lady wearing it?!”

It instantly reminded me of a conversation I had with someone a while back on this same subject.  Apparently the person was at church and a lady was wearing something that did not go well with him.  Fine… he didn’t like the outfit, fair enough.  But then he concluded by saying “and the worst thing is that the lady is married”.  

With this “punchline”, he obviously expected some form of huge shock or disbelief on my face but was met with a completely blank, bordering on disinterested look.  What went through my head at that point was “So?!  What’s your point?!”  And I asked, if the outfit would have been less offensive if she was single?!

Without going too much into the subject of being single, married and all what not, (that really is a matter for another day), what I will say is: people need to focus on the real issues… which in this case is the outfit.  The subject of her being single or married is totally irrelevant.  In this environment, this outfit would be seen as inappropriate for both single and married ladies. Period!