On Tuesday (18th of February, 2015), I was supposed to travel to Abuja for health reasons. I decided to be an early bird and book on Sunday online and for some weird reason, I booked first nation instead of my favorite selection, Dana Air (I think they have one of the best services, hot pilots and hostesses #okbye). Everyone who knows me well knows that I love new experiences, just for the fun of it. So, I said, it won’t be bad to try First Nation. I booked online on Sunday for, Tuesday 6:20am.
On Monday evening, I got a message stating the postponement of my flight to 11:30am. I was not happy but I told myself there was nothing I could do about it. I quickly made mental adjustments. Mind you, I booked my flight that early so I could get to Abuja and quickly drive to Lokoja for a health appointment slated for 10am but I did not share my plans with First Nation. So, on Tuesday morning by 10:30am while I was in a taxi on my way to the airport, they graced me with another beautiful message postponing my flight to 4pm.
NOW I WAS PISSED *Serious Hulk Mode*
I got offended. Do this people have no respect for time? Why collect our money if you are not confident in your delivery and… I calmed down and approached the counter. That’s when they just dropped the grenade (shocking news) o, the flight has been cancelled *Ghen Ghen*!!! My phone beeped and decided to reiterate what I just heard in text message form to clear my doubts. I tried to be rational and ask, when is your next flight? Guess what? They didn’t know. It was during this conversation that they decided to call and inform me that my 6:20am/11:30am/4pm flight was cancelled. As a matter of fact, they were not certain if there’ll be flights for the next day.
I just went to the counter and asked for the form to fill to get my refund which I was informed will take 7 working days to process. *LOL* I couldn’t speak. The rest is ancient history. I went home with a lesson that I want to share with you.
In business, some things would go wrong but you need to have the ability to foresee and make decision. Foresight is important. Never wait till the last minute before informing your customers of your failure to deliver. Don’t create awareness for the availability of a product and disappoint your customers/potential customers with substandard products or no show. If you notice something might go wrong, postpone and inform them. If it is for a reason far beyond your control, create an incentive or something to pacify your customers, so they don’t get too mad at you. If First Nation went out of their way to refund our money on the spot or something, I’m sure it would have pacified some of us. Always foresee and come up with good reason. Your customers deserve to know! Why? Because in business, your customers/consumers are your boss. Respect and trust are extremely essential for mutual gain in your relationship with your customers except you are willing to run a business without customers but then again what is business without customers?