By BOSEDE OLUSOLA-OBASA
Welcome to July. I am super excited to continue this value-adding journey with you. I trust you are closing in on your 2026 goals. Last week, I discussed the ‘human dividend’ in building organisations, stressing the importance of valuing workers. I would have loved to go straight into discussing leadership culture as promised, but I need to briefly discuss service attitudes, being one of the outcome of either a good or bad Corporate Culture.
Maya Angelou said, “People may forget what you said, but they will never forget how you made them feel.” Service attitude is therefore not reserved for bank staff, receptionists, waiters, or sales representatives. It is a reflection of character. Whether you are a teacher, mechanic, entrepreneur, civil servant, student, or business owner, someone is always on the receiving end of your attitude.
In Nigeria today, complaints about poor service are common. A customer walks into a store and is greeted with indifference. A phone call is answered with irritation. An inquiry is treated as a disturbance. Yet, we often forget that people return not only because of quality products but also because of quality experiences.
The 2024 Nigeria Customer Service Index, based on over 16,000 responses across 12 sectors, recorded the country’s customer satisfaction score at 67%, an improvement from 61% the previous year, but still rated as poor. The message is clear: we are making progress, but we still have a long way to go.
Good service begins with simple habits like greet people warmly, listen to them without interrupting, communicate respectfully, apologise when necessary, and treat every person with dignity. These cost nothing, yet they leave lasting impressions.
Yes, the pressures of daily life in Nigeria are real. Traffic, economic hardship, and workplace stress can test anyone’s patience. But character is revealed not when life is easy, but when it is difficult. As leadership expert, John C. Maxwell, wisely said, “People may hear your words, but they feel your attitude.”
Today, ask yourself: If I were the customer, client, colleague, or neighbour, would I enjoy interacting with me? Your service attitude is your personal brand. Before people remember your qualifications, position, or achievements, they will remember how you made them feel.
Mind your character because your attitude may be the greatest service you ever offer.
Enjoy the rest of your week.
I’m Bosede Olusola-Obasa, Character Development Trainer, Corporate Culture Strategist and Best Service Attitudes Advisor.
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