Nobody has mastered the art of customer service, satisfaction and experience locally quite like Mallam Surajo in Kurmi Market, Sabon Gari, Fagge local government, Kano State.
Mallam Surajo, with a primary school certificate, speaks fluent Hausa and a bit of Nigerian English, but what sets him apart is his profound empathy and humility.
Arriving at the market by 5 am, he finds queues forming despite the numerous meat sellers around. With a team of over 15 boys, he slaughters no less than 5 cows daily.
Remarkably, he knows all his customers by name over hundreds and offers home delivery of fresh meat. His humility and down-to-earth demeanor have never failed, as I have never seen him angry. We consistently purchase meat from him every Friday and Saturday. On one occasion when I missed those days, he called on Sunday evening to check if all was well.
He as a central register like a book for all his regular customer phone numbers and his business hotline number for home delivery.
In times of loss, he generously offers free meat. Some of his regular customers, especially food vendors, pay after selling their food. During festive periods like Sallah or Christmas, he distributes free meat to all his customers.
Remarkably, all his boys have adopted Mallam Surajo's exceptional characteristics over time.
What characteristic or skill makes you continue buying from your vendor in the market?
I am Emmanuel Adebayo, I help organizations reveal a modern pathway they must follow to accomplish an extraordinary customer service to get an extraordinary profit thereby increasing competitive advantage and services delivery.
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