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Opinion: Exceed Expectations by Henry Ukazu

Published

5 years ago

August 24, 2019

Eric

The first step in exceeding your customer’s expectations is to know those expectations – Roy H. Williams

Greetings Friends,

In today’s world, everybody wants to succeed. Nobody wants to fail. Hence, the saying, success has many fathers while failure is an orphan. The desire of every progressive and rational mind is to be successful. No company, organization, entrepreneur or even association wants to fail. No student wants to fail. This is the more reason every parent trains his/her child not only to be morally sound in character but also academically empowered. The same goes for every cooperate organization which provides training opportunities for their employees in order for them to be properly equipped to do the job.

Entrepreneurs on the other hand never give up in their struggle to succeed, especially when they look back to see how far they have come. They put in so much work by researching, learning, and unlearning in order to be relevant in our contemporary society. Service providers are not left out, they go all out to exceed their customers’ expectations by giving them the best of services.

During the course of this article, we shall be discussing in a holistic and detailed manner dynamic ways on how we can exceed expectations. But the bigger picture will be on how you can exceed your expectations, the expectations of your clients, and the expectations of naysayers who didn’t believe in you nor saw the big picture. You may have had dreams of becoming a distinguished Captain of an industry, you may even have a desire of going higher in cooperate ladder, but your supervisor or director tends to limit your opportunities due to roadblocks which has programmed to make you fail on arrival. You may have never had the desire of going over and beyond due to the limiting factors like your environment, financial circumstances, physical disability or even health condition which might have limited your capability. All these are the strange voices which might tend to limit your dreams or chances of succeeding in life.

To exceed is to go over and beyond expectations. It can even be an inspiration to someone. It takes a lot of courage to exceed expectations just like it takes a lot to succeed in life and business. In order to truly exceed expectation, you must create something of value which must be appreciated. When you create value or become a person of substance who addresses problems, the world will celebrate you. Value is the hallmark of exceeding expectations. A typical example of someone who exceeded expectation is Jack Ma, the founder of Alibaba. Billionaire Alibaba founder Jack Ma was rejected from every job he applied to after college, even KFC. After college, Ma applied for 30 jobs in his home city of Hangzhou, China. He was rejected from every one. At KFC, 24 people applied for the job, and while 23 were hired — he wasn’t one of them. The same thing happened when he tried to be a cop. This time four of five applicants were hired, all except Ma. According to Jack Ma “My cousin and I waited for two hours in a long queue to be the waiter for the four-star hotel in my city, on a very hot day,”. “My cousin’s score was much lower than mine, but he was accepted and I was rejected!” Ma was even turned down by Harvard 10 times. Ma says the continued rejection was painful. But it prepared him for his entrepreneurial future. Ma believed in himself. His fortitude came in handy when he founded Chinese e-commerce site Alibaba in 1999. In the beginning, Ma heard “no” a lot, but never doubted his capacity to exceed expectations. According to Ma “When you share a lot of failure stories, you learn.”

Jack Ma turns 55 on Sept. 10, 2019, and is currently worth $38.2 billion. Yet Ma once made $12 dollar per month as an English teacher. His achievements are practically unbelievable considering his meager, humble beginnings. Along the way, he failed more times (and more spectacularly) than most of us could stomach in a lifetime.

Exceeding your expectations are not limited to only to you, but it also transcends to other people who have never believed you in you. We all have experienced one form of a disservice in one or way or the other. This can be either from an employee, an elderly person who never saw anything good in you, a friend, colleague or even a sibling or parent who had a form of doubt about your ability to succeed in life. In order for you to cast out their fears and doubts, the onus is on you to exceed their expectations by humbling them with your success. According to Roy H. Williams, “The first step in exceeding your customer’s expectations is to know those expectations.”

We shall be discussing how to exceed expectations. The first step and requirement of exceeding expectation is believing in yourself. You just have to think positive regardless of the opinion people around have. Yes, sometimes it can be challenging when the odds are against you, for instance, you may have great ideas, but lack resources to execute it. Let me share a personal experience with you during my formative years in the USA, I had terrible writing skills. My writing skills were horrible, to say the least. I had “supposed mentors” who were meant to assist me in honing my writing skills, but the experience wasn’t rosy as expected. I was technically helpless, but fortunately, my networking and personal relationship skills connected me to resourceful mentors who look beyond my horrible writing skills to horn my writing skills. They were kind enough to edit my works at regular intervals. This process enabled me to learn and in turn improved my writing skills. The teachings and mistakes I made enabled me to write my first book. Mere looking back, I can say, my supposed mentors wouldn’t believe I will come this far. I exceeded their expectations.

Let me share valuable tip on how to exceed expectations for business-minded people. You can exceed expectations by providing quality service to your customers. Nobody likes shady work. You can also exceed expectations with speed and accuracy. When you deliver great service to your clients, you gain not only their confidence but also their loyalty. Another way of succeeding is by connecting with your customers by applying the three communication rule: 1. Golden Rule: Treat people the way you want them to treat you; 2. Platinum Rule: Treat people the way they wish to be treated and, and 3. The double-platinum rule which literary means give people more than they deserve. Your customers can literally be loyal if you connect with them. Don’t be interested only in their money, but also let them know they are appreciated. Moral: Try to think of something memorable you can do for every customer. Also if you ever get an opportunity to do more, then do it.

Further more, you can give value by doing more than is expected or required from you. Do more than expected. You can exceed expectations in quality or service. A great customer service leaves a lasting memory. The expectations you exceed today become the seed for new opportunities in the future. This may seem to be an obvious fact, but many people fail to connect today’s actions with future opportunities.

1. Manage Expectations:

Depending on where you work, you can exceed expectations by managing your boss expectations. You must make time to understand what your boss expects when it comes to project deadlines and deliverables.

2. Keep your skills up-to-date

As technology evolves, so must professionals. Whether it is the latest version of the software or regulatory changes, “Staying abreast of the latest developments in your industry can show continuous improvement and help you become a more efficient and effective employee.”

3. Differentiate yourself

Last but not least, identify what differentiates you professionally from the rest and make it a characteristic that your boss can depend on. Making small efforts such as routinely showing up to work early each day or consistently finding new, more efficient ways to accomplish everyday tasks can help you position yourself as a valuable resource to your boss and team. While many professionals may have the qualifications to do the job, differentiating yourself and what unique elements you can bring to the table will set you apart. You want to demonstrate to your boss that you can continue to add value to the team and its goals. Ask yourself each day ‘how can I make my boss’s job easier?’ and you can begin to meet and exceed their expectations.”

I’ll end this article by sharing some inspiring secrets about Jack Ma on his entrepreneurial journey to inspire you.

1. Didn’t give up after failing many exams at school; Surprisingly, Ma’s not alone. There’s a tradition of other great minds, including Albert Einstein, Winston Churchill, and Abraham Lincoln.

2. He scored 1 out of 120 points on the math portion of his college entrance exam.

3. He wasn’t deterred after being rejected from Harvard 10 times.

4. He stayed optimistic after being turned down for 30 jobs. After graduating from college, he applied to 30 different jobs and was subsequently rejected by all of them. He even applied to be a police officer, but he was rejected with three simple words: “You’re no good.”

5. He was the only interviewee (out of 24) rejected by KFC.

6. He couldn’t convince Silicon Valley to fund Alibaba: Even after he started Alibaba, he suffered multiple failures. It wasn’t profitable the first three years.

In summary, if Jack Ma can exceed expectations, you too can do succeed regardless of your setbacks. Jack Ma is a classic rags-to-riches, but even more impressive than his fabulous wealth is his uncanny level of persistence. He is proof that no series of failures despite how depressing can keep someone from achieving their dreams. What this shows us is that Ma is the paradigm of persistence. As Ma says: “If you don’t give up, you still have a chance. Giving up is the greatest failure.”

I will like to end by asking a question; what expectations would you like to exceed?

Henry Ukazu writes from New York. He works with the New York City Department of Correction as the Legal Coordinator. He’s the author of the acclaimed book Design Your Destiny – Actualizing Your Birthright To Success.

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Rivers: Wike’s Men Reject Reployment, Resign from Fubara’s Govt

Published

1 day ago

April 25, 2024

Eric

Two Rivers State commissioners have resigned their appointments shortly after they were redeployed in a cabinet reshuffle by Governor Siminalayi Fubara. They are the Attorney General and commissioners for Justice, and Finance; Zacchaeus Adangor and Isaac Kamalu respectively.

The duo were affected by a minor cabinet reshuffle made by the governor on April 23.

Kamalu and Adangor are loyalists of Nyesom Wike, the immediate former governor of Rivers and incumbent minister of the federal capital territory (FCT).

Last year, the commissioners resigned from their positions following the political feud between Wike and Fubara.

They were later reinstated after Wike and Fubara signed a peace accord facilitated by President Bola Tinubu.

While Adangor was moved to the ministry of special duties (governor’s office), Kamalu was moved to the ministry of employment generation and economic empowerment.

Kamalu’s resignation came hours after Zacchaeus Adangor, tendered his resignation.

In a letter addressed to Tammy Danagogo, secretary to the state government (SSG), Kamalu said the governor’s “inability to maintain peace” in the state was the reason he quit the cabinet.

The former commissioner said he could not give his best in an atmosphere of rancour.

“Your Excellency would recall that I served under the Administration of His Excellency, Chief Nyesom Ezenwo Wike, CON, GSSRS, POS (now Honorable Minister of the Federal Capital Territory, Abuja) originally as Commissioner for Budget and Economic Planning (2015-2019) and subsequently as Commissioner for Finance with oversight responsibility for the Rivers State Ministry of Budget and Economic Planning (2019 – 2023),” the letter reads.

“The mandates of the respective Ministries were to the best of our abilities (as Ministries) duly carried out and at all times material relevant reforms were embarked upon for improved performance and effective and sustainable service delivery.

“Among several others, we successfully carried out the following; “Initiating and (supporting existing) policy frameworks for enhanced internal revenue generation.

“This with (necessary adjustments made on some of the programs) led to the increase in the internal revenue receipts. This steady rise has presently generated though not the figures erroneously claimed in the media.

“Aggressive improvement in Federation receipts by securing recovery by the state of oilfields that were also the subject of the successful claim against International Oll Companies (IOCs) on production sharing contracts; the recoveries arising from 13% derivation and the demand by the state for adherence to the fiscal provisions in the constitution in support of states by successfully removing from Federation receipts institutions of Government whether state or federal not so recognized by the constitution such as the Police Trust Fund and others thus widening the available receipts for States and the last but not the least our success on the subject of Value Added Tax.

“The reason behind these painstaking efforts was to make available a basket of receipts sufficient to enable the state to deliver good governance through the provision of goods and services.

“It was this idea that informed the continuity and consolidation mantra that was the theme of your election campaign and government thereafter.

“You will respectfully recall that when the climate of discord became unbearable I and other like-minded members of the Executive Council that were appointed by you resigned.

“You thereafter engaged His Excellency, Asiwaju Bola Ahmed Tinubu, GCFR President and Commander-in-Chief of the Armed Forces of the Federal Republic of Nigeria and as Father of the Nation to intervene in the matter.

“In deference to the directive of Mr. President, I and the others were recalled and we all accepted and joined the cabinet again. I expected Sir that with the opportunity provided by Mr.President, every effort will be made to sustain peace.

“Regrettably Your Excellency the peace in Government and governance that we all – citizens and residents of the state desire has remained out of reach despite our consistent efforts and demand for same.

“This has affected our ability to protect and defend the gains that we made these past years.

“In the course of official engagements, I have reiterated the need for this peace and the fact we all are willing and determined to work for this.

“It is very difficult to deliver good governance where there is acrimony and discord. It is not the point of service that is important but the climate. Our present circumstance makes service delivery extremely challenging. I still hold the belief that it is never too late for peace.

“In view of the above, I find it difficult to accept the redeployment. I do not accept it. I reject it and convey to you my immediate resignation as Commissioner and member of the Rivers State Executive Council with effect from the date of this letter.

“While praying that the Good Lord grants us Peace, I thank you for the opportunity and assure you the assurances of my esteemed regards.”

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Tinubu Approves Credit Scheme Takeoff to Facilitate Purchase of Cars, Houses

Published

1 day ago

April 25, 2024

Eric

President Bola Tinubu has approved the takeoff of the first phase of the Consumer Credit Scheme to facilitate the purchase of houses and cars by working Nigerians.

In a statement on Wednesday, presidential spokesman Ajuri Ngelale said the Consumer Credit Scheme will enhance the quality of life citizens by allowing them to “access goods and services upfront, paying responsibly over time”.

“It facilitates crucial purchases, such as homes, vehicles, education, and healthcare, essential for ongoing stability to pursue their aspirations,” the statement added.

“Through responsible repayment, individuals build credit histories, unlocking more opportunities for a better life. Additionally, the increased demand for goods and services stimulates local industry and job creation.

“The President believes every hardworking Nigerian should have access to social mobility, with consumer credit playing a pivotal role in achieving this vision.”

In line with the President’s directive to expand consumer credit access to Nigerians, the Nigerian Consumer Credit Corporation (CREDICORP) has launched a portal for Nigerians to express interest in receiving consumer credit.

“This initiative, in collaboration with financial institutions and cooperatives nationwide, aims to broaden consumer credit availability,” the statement noted, adding that working Nigerians interested in receiving consumer credit can visit CREDICORP’s website to express interest before the deadline date of May 15, 2024.

“The scheme will be rolled out in phases, starting with members of the civil service and cascading to members of the public.”

The CREDICORP’s objectives include: “(1) Strengthening Nigeria’s credit reporting systems, ensuring every economically active citizen has a dependable credit score. This score becomes personal equity they build, facilitating access to consumer credit.

“(2) Offering credit guarantees and wholesale lending to financial institutions dedicated to broadening consumer credit access today.

“(3) Promoting responsible consumer credit as a pathway to an improved quality of life, fostering a cultural shift towards growth and financial responsibility.”

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Group Celebrates Gov Umo Eno at 60 with Visits to Hospitals, Prisons, Empowerment of 60 Persons

Published

1 day ago

April 25, 2024

Admin

In celebration of the 60th birthday of Akwa Ibom State Governor, Pastor Umo Eno, the socio-political group, Connect Initiative, has embarked on a series of impactful initiatives.

They have empowered 60 vulnerable individuals and extended compassionate visits to hospitals and prisons across the state.

The group made up of professionals and entrepreneurs kicked off its activities with a low-key ceremony where 60 indigent people were given financial support.

The beneficiaries were carefully selected from across the 31 LGAs of the state.

In his opening remarks, the group’s Chief Conector, Dr Frank Ekpenyong, stated that the organisation decided to toe this line because it is the right thing to do putting into consideration the present realities in Nigeria.

He noted that the event which was to commemorate the birthday of Governor whom he described as a humble, compassionate and visionary leader that believes in development from the bottom up.

Dr Frank said that Comnect Initiatives will soon up the ante in terms of standing in the gap for government through impactful programmes and projects

In the course of the ceremony, seven respected Akwa Ibom indigenes were inducted into the Connect Forum: Sir Okon Okon, Captain Iniobong Ekong ( Retd), Aniekan Essienette, Ime Udo, Murphy Esin, Hon. Mbosowo David and Mrs Imobong Akamba.

The group then began the next day with a visit to the St. Luke’s Hospital, Anua, Uyo LGA where they cleared the bills of some indigent patients.

The patients who were in the maternity, female surgical and paedetric wards had concluded their treatments but could not be discharged due to inability to pay their bills.

All the patients: Patricia Victor Brown ( from Itu LGA), Nkoyo Edet Okon ( Oron LGA), Emem Gabriel David ( Nsit Ubium), Enobong Gabriel Emmanuel and Mavelous Bassey were thankful for this womderful intervention of Connect Initiative on behalf of the governor.

The most moving moment of the visit was the case of Mrs Magdalene Okon Edet. After listening to the pathetic story of her surgery and condition afterwards, the group decided on-the-spot to foot her over N400,000 bill.

She and her family broke into uncontrollable tears of joy.

In addition, during the ward rounds, the team was given the cheering news that a mother had earlier that day been delivered of a baby girl.

Not only was the Ebong family’s bill settled, when the good news was relayed to HE Governor Umo Eno that he now had a new birthday mate, he immediately requested to meet with the father of the baby.

The lucky father was acknowledged and presented with special gift by the Governor during the commissioning of Atiku Abubakar Way project in the presence of former President Goodluck Jonathan.

In his remarks, Rev. Father Gabriel Ekong the hospital Administrator thanked Connect Initiative for embarking on this noble cause that has brought relief and joy to many homes.

While praying that God would replenish the pockets of all those who contributed to the kind gesture, he applauded the vision of Governor Umo Eno for urging wellwishers to embrace charitable causes instead of spending the funds on parties or other unproductive endeavours.

He used the opportunity to pray for excellent health and wisdom for Governor Eno, while wishing him a very successful tenure in government.

The next port of call for the Connect Initiative members was the Methodist General Hospital, Ituk Mbang, Uruan LGA.

There, the team visited the wards where Baby Favour Edidiong, Joyce Isaac Mbaba, Imeh Phillip Etukudo, Prince Asuquo Okon and Nko Etim Umoh were all cleared to go home with a commitment that all their outstanding bills would be fully paid. Again the patients erupted in happiness and were full of prayers and praise for the celebrant and Connect Initiative.

The Hospital Superintendent, Dr Aniekan in his remarks thanked the group for this humanitarian gesture, adding that this act was worthy of emulation by other organisations
The day was rounded off at the Minimum Correctional Centre, Uyo where the team pledged to pay the fines of 13 inmates with minor offences

Speaking to journalists after the visits, the President-General of the group, Ms Idy Ekwo stated that its itinerary was carefully planned in accordance with the wishes of the celebrant, Governor Umo Eno.

She noted that based on what was discovered during the visits, Connect Initiative would make charitable interventions a more frequent affair.

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