Meet Mr. Moyo –The Car Repair Critic
Every business has that one customer. You know the type nothing is ever perfect. An individual, Brain, runs a car repair workshop, and he has a client like this Mr. Moyo. A legend.
One day, Mr. Moyo walked in complaining that the oil change was “too shiny,” the tires were “too round,” and the brake pads “felt too quiet.” Brain almost laughed but instead, he listened.
Why Complainers Are Actually Loyal Customers
Here’s the funny thing despite all the noise, Mr. Moyo keeps coming back. Every month, he brings his cars, refers his friends, and even defends the workshop on social media when someone says they had a bad experience elsewhere.
Why? Because he cares. If he didn’t, he’d simply disappear quietly and take his business to another mechanic.
The Silent Clients Are Risky
Meanwhile, the quiet ones who never complain? They are the ones you need to watch. They may silently leave and never return or worse, badmouth your business without giving you a chance to fix the problem.
Complaints Are Actually Free Consultancy
Every time Mr. Moyo complains about a service, it’s like a free consultancy session. He’s telling Brain exactly what needs improvement from the timing of the car wash to the torque on the lug nuts.
In Africa, we often joke that “if you want to see who loves you, check who corrects you.” In business, the loud complaints are a sign of loyalty the client wants your workshop to be the best.
Turn Complaints Into Contracts
By addressing complaints professionally, Brain strengthens relationships and earns trust. Mr. Moyo may complain loudly, but he also becomes the first to call when he needs work done, and he sends all his friends to the workshop.
So, mechanics and business owners alike: when a customer complains, don’t hide under the car or groan. Listen, fix it, and follow up. The louder the complaint, the bigger the loyalty behind it.
Remember if they’re not complaining to you, they’re probably complaining to your competitor… and giving them business you should be getting.
By The Chartered Vendor
#CustomerService #AfricanBusiness #ClientRelations #BusinessTips #WhyAfricanBusinessesDieYoung #JerryNyazungu #CustomerLoyalty #Entrepreneurship #SalesTips #BusinessWisdom #ComplaintIsOpportunity
