Quick one on spoiling businesses

So myself and Tunde Leye had to go to Abuja for one of those day trips with a client. You know those meetings that you arrive in the morning, then by evening, you’re back in Lagos…

Thus it was that upon landing at the Abuja airport, I saw that Viko had returned. For those who may not know, Viko is a cab service that has what I consider to be an interesting proposition. They take you into Abuja for ₦5,400, then bring you back to the airport at a prearranged time, at no cost, except the ₦200 you pay at the airport entry.

Nice arrangement.

In my most recent trips to the capital, Viko’s stand at the airport has not been there, some brouhaha over rent, so I’ve been making use of their rival, DGM. Today, I explained to Tunde about the service, and then we paid the cash, and went into town. Driver dropped us at venue, and promised to be back at the appointed time to return us to the airport, and so we went in for what turned out to be a good meeting. At the appointed time, our driver was not there. I called, his phone was switched off. So I called the two numbers that Viko has. Switched off.

To say that I was pissed off is an understatement. After a few attempts, and because there was a flight to catch, we ended up in an Uber.

But here is how negligence kills businesses. Whoever owns Viko, saw a need and started a business to fill that niche. It works. But the business model is dependent on fulfilling the other end of the bargain and ensuring that the passenger is returned to the airport. When that fails, the least you should do is to call the client to apologise. I’ve not heard from the driver, neither have I heard from Viko, despite a text message sent expressing my strong displeasure.

Will I be using the service again?

Consider this — the Uber driver was very polite, had a great car, chatted with us all the way to the airport, and paid for the toll. I have him a rating of 5. Therein lies his incentive to provide good customer service. The guys at Viko, despite the presence at the very next desk, of competition, clearly couldn’t be bothered.

Why should I not stick with Uber going forward?