Why Your Business Might Be Its Own Worst Enemy
We often search for external reasons when things don’t go as planned, especially in business. But sometimes, the most challenging “obstacles” are the ones we create ourselves. I had a personal experience that illustrated this perfectly during a recent trip to Lagos. Here’s how I saw a business undermine itself in plain sight and the advice I offered to help it thrive.
A Lesson in Hygiene and Customer Service
Like many people, my skin is sensitive to changes in environment, water, and cleanliness. This means that every time I travel to a new city, my face reacts, especially when exposed to unfamiliar or unsanitary conditions. During the Evolve Conference in Lagos, I started noticing stubborn pimples cropping up—one big one on my left cheek and another on my forehead.
Desperate to calm my skin, I teamed up with my friend Mayor to search for a spa where I could get a quick facial. After a long 20-minute walk from our hotel, we finally found one. But what greeted us inside was quite unexpected.
First Impressions Matter: When Cleanliness Takes a Back Seat
As soon as we entered, we were struck by a loud prayer session. A prophetess was passionately leading workers in prayer, casting out the “spirit of stagnation” and commanding “every demon chasing customers away” to leave. As interesting as this was, I quickly realized the source of their struggles with customer retention had more to do with physical issues than any spiritual ones.
The waiting area looked poorly maintained, and a faint, unpleasant smell lingered in the air. From where I sat, it was clear to me that customer dissatisfaction was a matter of cleanliness and environment, not supernatural forces.
Practical Advice for Business Improvement
When my turn came, I was led into a treatment room. But upon seeing the conditions, I knew I couldn’t lie down comfortably. Everything looked worn and untidy, with visibly dirty sheets on the treatment table. I decided to speak with the owner to offer some friendly advice on how he could make improvements.
Here’s what I suggested:
- Repaint the Walls: Freshen Up the Space
First impressions set the tone for a customer’s experience. The walls of the spa were dingy, which made the place look neglected and uninviting. A fresh coat of paint could instantly uplift the space, making it look cleaner, brighter, and more professional. This is one of the simplest upgrades a business can make, yet it goes a long way in creating a welcoming environment.
- Install Air Fresheners: Eliminate Unpleasant Odors
The smell inside the spa was off-putting, an issue that could easily drive customers away. Scent plays a powerful role in how we perceive places; a faint, pleasant fragrance could make all the difference. Using air fresheners, especially in a spa, can help create a calm, relaxing environment—a basic yet essential factor for a business in the wellness industry.
- Schedule Prayers Before or After Business Hours
While prayer is a significant part of many people’s lives, timing is important in a professional setting. I advised the owner to consider holding these sessions before opening or after closing. When prayers happen during business hours, they can make customers uncomfortable and give an impression of unprofessionalism. Keeping such activities separate from business hours could allow staff to focus fully on customer service when the spa is open.
- Replace Worn and Dirty Sheets: Prioritize Hygiene
In a spa, customers expect a high level of cleanliness, particularly since many come for treatments related to skin and body care. Lying on dirty, worn sheets can ruin the experience and make customers question the spa’s standards. I urged the owner to invest in clean, fresh sheets for the treatment tables to create a sense of hygiene and care—an essential step for any business in the health and wellness industry.
- Hire Friendly, Well-Groomed Staff
In a service-oriented business, appearance and attitude are part of the customer experience. The staff at the spa were not dressed in a way that reflected the cleanliness and professionalism customers expect in a wellness setting. Employees are often the face of a business, and a friendly, neat appearance can make customers feel comfortable and well taken care of. Employing staff with an approachable, polished look can elevate the customer’s perception of the business.
Addressing Practical Issues Before Blaming Setbacks on “Bad Luck”
While it’s easy to attribute business setbacks to external factors or bad luck, the truth is often simpler: many obstacles are self-made. Businesses sometimes struggle not because of outside forces but because of poor management and a lack of attention to detail. Before looking to the supernatural, it’s essential to evaluate whether these basic issues are being addressed.
This experience reminded me that it’s essential to look inward before assuming outside forces are to blame. Customer dissatisfaction often stems from small, overlooked details—issues that can easily be fixed with a bit of effort and investment.
A Wake-Up Call for Business Owners: Are You the Obstacle?
My conversation with the spa owner may have been an eye-opener for him. I asked if he genuinely thought I would return if I knew of another option, considering the poor conditions. He looked surprised, perhaps realizing for the first time how these small but significant issues impacted his business.
It’s easy to fall into routines and overlook the physical state of a business, but customers notice these things. The environment in which services are provided is as important as the service itself. If the surroundings don’t convey cleanliness and care, customers are less likely to return, no matter how good the service might be.
Practical Tips to Avoid Becoming Your Own Obstacle
If you’re a business owner, consider these key points to ensure you’re not inadvertently driving customers away:
- Regularly Assess Your Space: Step back and view your business from the customer’s perspective. Are there visible signs of wear or neglect? A simple walkthrough can highlight areas that may need improvement.
- Prioritize Cleanliness and Ambiance: Customers equate cleanliness with professionalism, especially in service industries. A fresh coat of paint, clean linens, and a welcoming scent are small investments that yield significant returns in customer satisfaction.
- Separate Personal Practices from Business Operations: If your business has personal or religious practices, keep them separate from customer interactions. Respecting customers’ comfort and time shows professionalism and dedication to service.
- Hire Staff that Reflects Your Brand: In customer-facing roles, employees should embody the brand’s values. Friendly, approachable staff with a neat appearance enhance the customer experience and represent the business in a positive light.
Conclusion: The Path to a Thriving Business
The path to a successful business isn’t always about praying away “spirits of setbacks” or attributing challenges to external forces. More often, growth and improvement come from attention to detail and a willingness to address issues head-on. By focusing on basic factors like cleanliness, ambiance, professionalism, and staff presentation, businesses can create environments that attract and retain customers.
So, before you search for answers outside, take a look within. Make sure you’re not standing in the way of your own success. After all, no amount of prayer or luck will fix a business that doesn’t first take care of itself. Sometimes, the biggest obstacle is not some mysterious external force but the habits and choices we fail to change.