I know the word “Agile” is a cliché and taboo in the ears of many. I certainly don’t even want to talk about it, or formal aspects of its principles. My comments on this matter are based on pure observations and common sense, and I hope I am not making myself a condescending know-it-all. But folks, I don’t know about you, but sometimes doing business in South Africa can be frustrating to the point of inducing unfathomable feelings in you. By Nimroth Gwetsa, 31 October 2024.

Just as many hate going to public service centres only to be told, “We are offline” I feel the same when engaging private companies expecting speedy service only to be told, “Sorry, that’s the way we do business here”. This statement would be valid when fulfilment of the request can violate governance or laws, and not when uttered to deny acknowledgement of the need to act speedily. Rigidity in refusal to understand the impact of such behaviour and own decisions on the customer is what I have the biggest problem with.

If your business has nothing to lose by providing goods or services customers have paid for to enable them to meet their pressing needs, I do not see reasons for maintaining rigidity especially if such inflexibility would jeopardise the performance of the customer. If we live and care only for ourselves, such bad behaviour would be normalised.

Sadly, many important businesses in South Africa behave as though they will always be market-makers, doing as they please in a “take-it or leave-it” kind of way. Every business goes through seasons, sometimes of plenty and in other cases, lack. Being nice only when desperate for business is not the way to go. Customers can detect genuine and pretentious behaviour. Customers don’t easily forget either.

Instead of becoming a seasonal behaviour business, rather be consistent in attempts to be customer-centric. The authenticity alone might win you favours in the darkest of days ahead. Undeniably so, there will always be genuine customers and those hellbent on stealing or cheating and taking advantage of one’s generosity. But it should be easy to detect such behaviour and put measure to combat it.

Assuming the worst in people can ruin potential customers, good and profitable relationships you could have carved for your business. Indeed, trust is earned, but we shouldn’t start from the foundation of distrust. Such would be stereotyping and prejudicial behaviour.

To succeed nowadays, agility in actions, increased understanding, empathy and flexibility can mean the difference between winning sustainably or being seasonal or grudge purchase business.

Sometimes the issue is not about rigidity but failure to show honesty in business dealings. Many a people shy away from speaking plainly and telling the truth. They hide behind lies, obfuscation, promises they know won’t be fulfilled immediately and taking chances. Eventually, you’ll be caught and get in trouble. Better strive to live life by avoiding preventable regrets. I understand some are overwhelmed by the urge to respond impulsively or nicely to avoid having difficult conversations. Resist the temptation and always strive for truth. As the saying goes, be quick to listen and slow to speak. I now add, be fast to act when required or it does not hurt you but helps another to succeed in their endeavours.

We like to be liked. Anything denying us the opportunity to be liked is easily avoided. But temporary victories cannot overcome the pain of living with prolonged feelings of regret.

Choose wisely. Embrace speed and show wisdom in engagements with customers and let’s see how these improve the financial bottom line of your business.