Wilbert R. Mutoko's Blog, page 7
July 18, 2019
February 15, 2019
Business opportunities in Botswana – Primary & Secondary Education – Dr Wilbert R Mutoko
So, you wish to invest in primary and secondary education in Botswana. Please watch this video first. Email : wilbertmutoko@gmail.com
STOP STRESSING ABOUT RESEARCH
So, you have stress with your masters/doctoral dissertations, business research projects, market surveys, rebranding exercises etc? Watch this skit and get that comfort you are seeking.
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January 16, 2019
Genuine Leadership
17 January 2019
By Dr. Wilbert R. Mutoko
Email: wilbertmutoko@gmail.com
Subscribe to my YouTube channel: https://www.youtube.com/user/MrWm1975
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Leadership crisis is one of the worst crises faced by the world today.
Whether you are a leader in the home, school, workplace, church, NGO, politics etc., it is crucial for you to realize that it is not about you, but about the people that you lead. Your success is not measured by anything, but the success of your team.
Genuine leaders are visionaries, they know how to select and build a team, they care about their team, the team’s needs are important to the leaders, they inspire the team to outdo themselves, and they help the team to achieve a shared goal.
Are you a genuine leader?
What are your weaknesses as a leader?
What are you going to do this year in order to become a better leader?
How many leadership books are you planning to read?
How many seminars and training sessions are you organizing or planning to attend?
Who is your leadership coach?
The questions go on and on. But the bottom line is, we want more genuine leaders so that we can have more productivity, peace, and sustainability.
January 5, 2019
December 21, 2018
FAMILY MONEY
Hope you will enjoy the video:
December 13, 2018
November 21, 2018
November 17, 2018
How to make millions by delivering an exceptional customer experience
By Dr. Wilbert R. Mutoko (Ph.D., FHEA)
18th November 2018
I am passionate about delivering exceptional customer experience to my clients in everything that I do. Therefore, wherever I go, I easily notice and reward people that deliver exceptional customer experience. By experience, I mean a positively memorable buying occurrence. How about you?
If I were to give you a chance to write a list of ten organizations where you have received exceptional customer experience, how many minutes would you take?
What about if I ask you to write a list of ten organizations where you have received disappointing customer service, how many minutes would you take?
You will agree with me that it is much easier and faster to come up with a list of places where you received ugly customer service than where you received exceptional customer experience.
Now that you desire to receive exceptional customer experience, why is it that you prefer not to give others outstanding customer service?
When I mention exceptional customer experience, I mean going the extra mile to please your customers beyond their imaginations. When you do that, you are assured of an increase in income in the long run. This applies to organizations and individuals alike. As a business, you ensure an increase in profits as you treat customers superbly because customers tend to continue buying products and/or services from the same place where they are treated like kings or queens. Furthermore, people prefer to do business with people whom they trust. As such all of us have the habit of asking friends and mates to refer us to organizations that are excellent.
What it means for firms is that if you offer poor customer service, people out there will circulate the bad news about your bad service. As that happens, you gradually lose the trust of customers. You might be thinking, ‘Who cares! I will get new customers!’ Sadly, research has proven over the years that it is much easier and cheaper to keep current customers than to acquire new ones. Thus, if you keep disappointing and losing existing customers, you will spend more time and/or money on advertisements and trying to convince new customers and to keep them. Worse still, your disappointed existing customers will discourage potential new customers from purchasing your commodities. Eventually, such poor service will result in your firm losing business, having reduced profits and even winding up.
Similarly, giving bad service to customers negatively affects individual employees, managers and business owners alike. When you offer exceptional customer experience,
Four years ago, I went to speak about ‘work ethics at a national conference in Kasane. The conference was centered on ‘increasing workplace productivity’, which is one of my areas of passion. As the plane landed at the Kasane International Airport, the weather was cloudy. In no time, it rained cat and dog. I was well dressed in a navy-blue suit. However, the rain welcomed me in a negative way and cold began to make me uncomfortable. There was no shuttle from my hotel. So, while everyone was being picked by their shuttles, I remained with a few other people. Fortunately, a Good Samaritan passed by driving a vehicle which I did not realize was a shuttle. The driver was a young Motswana woman, Lesedi (not real name) very friendly and respectful. Lesedi offered to give me a lift to my hotel room which was about 18km away. As we proceeded to the hotel, Lesedi gave me her business card and I realized that she was involved in the business of hotel transfers and shuttle services.
When we arrived at the hotel, I asked how much Lesedi’s service was and she told me that she had just helped me out of courtesy because I was stranded in the rain. Therefore, she decided not to charge me for the service. Rather, she preferred that I call her for business in future when I would come back to Kasane. Additionally, Lesedi asked me to refer customers to her company for hospitality transport services. Wow! How many people do you think I have referred to Lesedi over the past four years? Do you think I will ever forget Lesedi’s services? Can you guess which hotel transfer service I use each time I go to do motivational speaking or corporate training or while I am on holiday in Kasane?
Do you wish to increase your income?
Delivering exceptional customer experience is the key.
I wish you the best of every success as you deliver exceptional customer experience.
Dr. Wilbert R. Mutoko (Ph.D., FHEA) is a business doctor, business turnaround strategist, financial advisor, researcher, branding & marketing strategist and senior lecturer for business leadership and entrepreneurship. Dr. Wilbert is the author of four books entitled: 15 Secrets for Personal Financial Success – A Simple Step-by-Step Plan for Financial Freedom | 16 Mistakes Singles Make Volume One – A Guide to Successful Dating & Courtship that leads to Blissful Marriage | What you have is Enough – How to become wildly successful in finance and business starting from where you are now. | Financial Freedom – It’s your turn for financial success |
All the books are available at Exclusive Books (Riverwalk) and Bala Books (Rail Park Mall). Dr. Mutoko writes in his personal capacity. For feedback, you can contact him on email: wilbertmutoko@gmail.com | WhatsApp: +267 71 824 591 |
Disclaimer: The content of this article is for information purposes only and is done as a social responsibility. The author has taken all reasonable steps to ensure that the information within this article is correct and no liability is accepted for any loss arising from reliance on it. The names of people and organizations used in this article are fictitious and for illustrative purposes.
