WHY MANY BUSINESSES ARE NOT SURVIVING IN NIGERIA

HOW THE EMPLOYEES ATTITUDES, POOR CUSTOMER SERVICE AND THE MENTALITY OF  “JUST WAITING FOR SALARY” CAN DESTROY A BUSINESS

Reading Time: 14–16 minutes

Category: Business and Entrepreneurship

Last Updated: September 2026

Author: Naija Hustle Hub Online

A business owner can provide the capital, rent the shop, buy the equipment and bring customers through the door but if the people running the business do not care about its success, the business can slowly bleed money until there is nothing left to save.

Nigeria is one of the most challenging environments in which to build and maintain a business, I am not saying this to scare away investors no, but we need to do something about the people we employ to look after our businesses, even though the economy is contributing to the out but looking into what our employees do in our business will really help and reduce the speed in which businesses close.

Entrepreneurs face high operating costs, unreliable infrastructure, limited access to finance, transportation challenges, competition, changing consumer demand, taxes and regulatory pressures. The World Bank has identified access to finance, electricity and fuel shortages, transport, taxation, competition and workforce-related issues among the obstacles affecting Nigerian businesses.  

But there is another problem that deserves much more attention:

The human factor.

A business can have a good product, a good location and sufficient capital and still fail because employees do not treat the business as something worth protecting.

This does not mean every struggling business in Nigerian is the fault of the employees. Very far from it. Poor management, inadequate capital, inflation, bad infrastructure, weak planning and difficult economic conditions can destroy businesses even when employees are hardworking.

However, employee attitude can turn a difficult business environment into an impossible one.

An employee who believes that their only responsibility is to arrive at work, do the bare minimum and wait for the monthly salary may fail to understand some important things.

When the business loses customers and money, the salary they depend on may eventually disappear too.

1. THE “I AM ONLY HERE FOR MY SALARY” MINDSET

One of the biggest problems in some workplaces in Nigeria is the altitude of some employees who belief that:

“This is not my business.” Technically, that is true.

An employee does not have the same financial ownership as the business owner.

The owner may have invested millions of naira, borrowed money, used personal savings, sold property or taken significant financial risks to establish the business.

The employee, meanwhile, may simply be exchanging time and skills for wages.

But there is an important distinction between not owning the business and not caring about the business.

An employee does not need to own a company to take pride in their work.

Unfortunately, some workers approach employment with a very narrow objective, believing their own part is to:

Work → survive until payday → collect salary → repeat.

They do not think about:

• How the business attracts customers.
• How customers are treated.
• How much the company spends.
• How much revenue is generated.
• How competitors operate.
• How products are marketed.
• How complaints are handled.
• How profits are calculated.
• How stock is managed.
• How employees are supervised.
• How the business can also grow.

Instead, their central question becomes:

“When is salary coming?”

There’s nothing wrong with wanting to be paid. Employees deserve fair and timely compensation.

The problem begins when salary becomes the only thing the employee cares about, while the opportunity to learn, develop skills and gain experience is completely ignored.

2. YOUR JOB CAN BE A PAID BUSINESS SCHOOL

Yes, one of the biggest mistakes young workers can make is failing to learn from the business where they work.

Imagine someone works for five years in a successful restaurant.

They could spend those five years simply serving customers, Or they could observe:

• How the restaurant chooses suppliers.
• How food prices are calculated.
• How menus are designed.
• How inventory is controlled.
• How staff are scheduled.
• How customers are attracted.
• How complaints are handled.
• How profits are generated.
• How waste is reduced.
• How social media is used.
• How repeat customers are created.
• How the owner manages difficult periods.

After five years, the second employee has something much more valuable than a salary.

They have experience, This knowledge could eventually help them establish their own business.

The same principle applies to almost every industry.

Someone working in fashion can learn fashion retail.

Someone working in construction can learn project management.

Someone working in logistics can learn transportation management.

Someone working in a supermarket can learn inventory management.

Someone working in hospitality can learn customer relationship.

Someone working in a technology company can learn how digital products are built and marketed.

Your employer may unknowingly be giving you a paid education in business, don’t waste it.

3. THE EMPLOYEE WHO LEARNS TODAY MAY BECOME THE BUSINESS OWNER TOMORROW

Employment should not necessarily be viewed only as a destination.

For many people, it should be a training ground.

A young person may start as:

Employee → Experienced employee → Supervisor → Manager → Entrepreneur.

The experience they gained from working for someone else can become extremely valuable later when they decide to setup their own business.

This is particularly important in Nigeria, where many people eventually aspire to own businesses.

Instead of spending years saying:

“I am just working for somebody.”

Ask yourself:

“What can I learn here that will help me build something of my own tomorrow?”

Learn everything you can legitimately gather to build your own business from scratch tomorrow.

Learn how customers behave.

Learn how money moves.

Learn what causes losses.

Learn how suppliers are negotiated with.

Learn how employees are managed.

Learn what mistakes the owner makes.

Learn what the owner does correctly.

Learn what customers complain about.

Learn how successful businesses solve problems.

Your salary pays your bills. Your experience can build your future and save you that stress when you can no longer work tirelessly.

4. THE DANGEROUS EMPLOYEE: PRESENT PHYSICALLY, ABSENT MENTALLY

One of the most expensive problems for a business is an employee who is physically present but mentally disconnected and far from their job.

They arrive at work.

They sit down.

They wait.

They perform only the minimum duties.

They watch the clock.

They wait for closing time.

Then they go home.

The business could be losing customers in front of them and they may not care or even move their body to strategize a way out to secure that opportunity to make money for the organization they work for.

A customer could walk in looking confused and they may not bother to ask what the problem is and see how they can be of help.

A product could be poorly displayed and they may ignore it.

A customer could complain and they may respond harshly in a mannerless way.

“It is not my problem.”

But it becomes the business owner’s problem.

And eventually, it may become the employee’s problem too.

5. HOW RUDELY EMPLOYEES DRIVE CUSTOMERS AWAY

Customer service is not a small issue, as little as many may see it.

It determines whether a customer returns to patronize your your business again or not.

Consider two businesses selling almost identical products.

The first business has friendly workers who welcome customers, listen carefully and solve problems.

The second business has workers who:

• Ignore customers.
• Speak rudely.
• Shout at customers.
• Roll their eyes.
• Give dismissive answers.
• Argue with customers.
• Show no enthusiasm.
• Make customers feel unwanted.

Which business will customers prefer?

The answer is obvious, because the customers have choices.

Even when your product is excellent, a terrible customer experience can convince people to spend their money somewhere else than to pay to take insults and nonchalant attitudes from you.

And customers rarely announce: “Your employee was rude, so I am taking my money elsewhere.” Many simply leave.

They don’t return.

They tell friends.

They post reviews.

And the business owner may never understand what happened.

6. THE CUSTOMER WHO WALKS AWAY MAY BE THE CUSTOMER YOU NEEDED MOST

Imagine a customer enters a store, and the employee is busy with their phone and the customer asks:

“How much is this?”

The employee responds impatiently:

“The price tag is there, Check it on the body”

The customer asks another question and the employee becomes irritated then the customer walks away.

The employee thinks that was a “Good riddance.” But the customer could have spent ₦50,000 Or ₦100,000, Or even ₦500,000.

Perhaps they would have returned every week.

Perhaps they would have recommended ten other people to the business but no because of the bad behavior of the employees.

The employee may have lost the business far more money than they realize.

This is why customer service should not be considered a minor responsibility.

Every customer represents potential revenue.

7. THE BUSINESS OWNER MAY BE HUSTLING OUTSIDE WHILE THE BUSINESS IS DYING INSIDE

This is one of the saddest scenarios any business should face.

A business owner may be working extremely hard elsewhere to make sure their business grows above how they started it.

They may be:

• Looking for contracts.
• Meeting suppliers.
• Searching for investors.
• Negotiating deals.
• Marketing the business.
• Looking for new customers.
• Borrowing money.
• Paying rent.
• Paying electricity bills.
• Paying taxes.
• Handling family responsibilities.

Meanwhile, they believe their employees are taking care of the business, but inside the business customers are being ignored.

Stock are disappearing.

Sales are falling.

Complaints are increasing.

Employees are arriving late.

Workers are leaving early.

Money is being wasted.

Potential customers are walking away.

And nobody tells the owner.

The owner continues working hard outside, unaware that the business they are fighting to sustain is being weakened from within.

8. SALARY CAN BECOME A TRAP FOR BOTH EMPLOYEE AND EMPLOYER

There is an uncomfortable truth here, in most cases the employee thinks as long as they receive their salary, everything is fine.

While the employer thinks, as long as I can continue paying salaries, the business is fine.

But neither statement is necessarily true.

A business needs revenue before it can sustainably pay salaries.

If employees contribute to declining revenue through poor performance, the company eventually reaches a dangerous cycle:

Poor service → fewer customers → lower sales → reduced cash flow → difficulty paying expenses → business losses → downsizing and finally closure.

At the end of that cycle, everyone suffers.

The owner loses the investment.

Employees lose their jobs.

Customers lose a service provider.

Suppliers lose a customer.

The wider economy loses economic activity.

9. NOT EVERY BUSINESS FAILURE IS THE EMPLOYEE’S FAULT

This point is extremely important because it would be unfair to blame employees for every business closure in Nigeria.

Businesses can fail because of circumstances beyond employees’ control.

For example:

Inflation, the cost of goods and services can increase dramatically.

Electricity costs

Businesses that depend heavily on electricity may face significant operating expenses, when they may not be able to maintain.

Fuel and transportation

Higher logistics costs can reduce business margins.

Access to finance

Businesses may struggle to obtain affordable capital. The World Bank describes access to finance as a long-standing obstacle for Nigerian MSMEs.  

Competition

A business may lose customers to competitors offering better prices, products or experiences.

Weak demand

Consumers may reduce spending when household purchasing power falls.

Poor management

An owner may simply make bad financial or strategic decisions which will affect the business operation.

Lack of business knowledge

A business owner may not understand accounting, marketing, inventory management or human resources.

Regulatory challenges

Licensing, taxation and other regulatory requirements can create additional burdens.

So the argument here is not totally:

“Employees are why Nigerian businesses fail.” No , but Employee behavior can become one of the factors that accelerate the failure of an already difficult business environment.

10. BUSINESS OWNERS ALSO HAVE RESPONSIBILITIES

Employees should be accountable, but employers must also look in the mirror.

You cannot demand exceptional performance from employees while:

• Paying salaries late.
• Refusing agreed benefits.
• Providing unsafe working conditions.
• Giving unclear instructions.
• Failing to train staff.
• Showing favoritism.
• Insulting workers.
• Overworking employees.
• Refusing reasonable leave.
• Changing targets constantly.
• Never recognizing good performance.

A World Bank study in Nigeria found that about 30% of surveyed current and former employees reported experiencing delayed or unpaid wages, showing that employee motivation and employer practices cannot be discussed separately.  

A business needs responsible employees and responsible employers.

11. EMPLOYERS SHOULD TRAIN EMPLOYEES INSTEAD OF EXPECTING MAGIC

Some business owners hire someone and simply tell them “You know what to do” that is not management.

Employees should understand:

• Their responsibilities.
• Expected working hours.
• Customer-service standards.
• Sales targets.
• Reporting procedures.
• Stock procedures.
• Complaint-handling procedures.
• Workplace rules.
• Performance expectations.
• Consequences of misconduct.

Training matters.

The World Bank has also highlighted inadequately educated workforces and gaps in business know-how as obstacles affecting firms.  

A good employee who is poorly trained can still perform badly.

12. HIRE PEOPLE WHO CARE ABOUT THE WORK

Qualifications matter.

Experience matters.

But attitude matters too.

During recruitment, employers should look beyond:

“Can this person do the job?”

They should also ask:

“Will this person represent my business properly?”

Someone with excellent technical skills but terrible customer relationship can damage a customer-facing business.

A less experienced person with a good attitude, willingness to learn and strong work ethic may become a much better long-term employee.

13. CREATE A CULTURE WHERE EMPLOYEES UNDERSTAND THE BUSINESS

Employees should understand what happens when the company succeeds.

For example:

If monthly sales increase, employees should know.

If customer complaints fall, they should know.

If the company wins a major contract, they should know.

If the company is struggling, management should communicate appropriately.

Employees should understand that:

Revenue pays expenses.

Profit sustains the company.

Customers generate revenue.

Customer service affects customers.

Therefore, employee behavior can affect the survival of the business.

That connection needs to be made clear.

14. REWARD GOOD EMPLOYEES

If an employee consistently brings customers, solves problems and protects the company’s reputation, recognize that person.

Rewards do not always have to be huge.

They can include:

• Performance bonuses.
• Employee-of-the-month recognition.
• Salary reviews.
• Promotions.
• Training opportunities.
• Public appreciation.
• Additional responsibilities.
• Career development.

Employees who see no difference between excellent performance and poor performance may eventually stop trying to excel.

15. HOLD NON-PERFORMING EMPLOYEES ACCOUNTABLE

Accountability is equally important, an employee who repeatedly:

• Comes late.
• Ignores customers.
• Insults customers.
• Refuses assigned duties.
• Misuses company resources.
• Neglects responsibilities.
• Causes avoidable losses.

should not simply continue receiving the same treatment as an excellent employee.

There should be documented expectations and fair disciplinary procedures.

A business cannot survive if management is afraid to manage.

16. CUSTOMER SERVICE SHOULD BE EVERYONE’S RESPONSIBILITY

Customer service is not only meant for receptionists or salespeople it should be a collective responsibility of every staff of an organization.

A security guard can affect customer experience if he doesn’t behave well.

A cashier can affect customer experience, if not well mannered.

A driver can affect customer experience depending on his behavior.

A technician can affect customer experience.

A manager can affect customer experience.

A delivery person can affect customer experience and give a bad remark about the company they work for.

One rude interaction can damage the reputation that took years to build.

SMEDAN recently highlighted a case in which a business owner had to intervene after a delivery driver behaved disrespectfully toward a customer illustrating how an employee’s conduct can create a problem unrelated to the actual quality of the product.  

17. STOP TREATING CUSTOMERS LIKE THEY NEED YOU

Some businesses develop this  attitude of:

“If you don’t buy, someone else will.”

That attitude can be dangerous and can make a business to be their own consumer.

Customers are not doing the business a favor by spending their money in the business.

They are choosing where to spend their money.

Competition means they can leave if they are not well treated.

And sometimes the customer you dismiss today becomes the customer your competitor builds a long-term relationship with tomorrow.

18. EMPLOYEES SHOULD LEARN THE BUSINESS, NOT JUST THEIR JOB DESCRIPTION

A smart employee should understand the bigger picture of what they are doing.

Don’t just only learn: How do I perform my task?

Also learn: Why does this task matter?

If you work in sales, learn marketing.

If you work in procurement, learn inventory management.

If you work in administration, learn financial controls.

If you work in customer service, learn sales psychology.

If you work in operations, learn cost management.

If you work in accounting, learn how the entire business makes money.

Become valuable to the company and yourself.

The more valuable your skills become, the more opportunities you create for yourself.

19. YOUR EMPLOYER’S MISTAKES CAN BECOME YOUR LESSONS

Working for someone else gives you a unique opportunity to be able to identify mistakes and learn for your own betterment tomorrow.

You get to watch business decisions without necessarily bearing all the financial consequences.

If your employer makes a mistake, study it.

Ask yourself: What went wrong?

Was it:

• Bad pricing?
• Poor marketing?
• Wrong location?
• Bad employees?
• Excessive expenses?
• Poor customer service?
• Poor inventory management?
• Too much debt?
• Lack of planning?

And learn from it.

When you eventually build your own business, you can avoid repeating the same mistakes.

20. BUSINESS OWNERS SHOULD STOP ASSUMING EMPLOYEES ARE “TAKING CARE OF EVERYTHING”

Delegation is necessary.

Blind trust is dangerous.

A business owner should have systems that allow them to know what is happening even when they are absent.

For example:

Daily sales reports

Know how much was sold.

Inventory records

Know what came in and what went out.

Customer feedback

Know what customers are saying.

Expense records

Know where money is going.

CCTV where appropriate

Monitor operations and protect people and property.

Digital payment records

Reduce unexplained cash discrepancies.

Regular meetings

Discuss problems before they become disasters.

Performance reviews

Identify strong and weak performers.

The owner does not need to stand physically inside the shop every day.

The business needs systems, not constant physical presence.

21. TRUST IS GOOD. VERIFICATION IS BETTER.

A business owner may trust an employee completely.

That is admirable.

But financial controls should not depend entirely on trust.

Good management says: I trust you, but the system verifies transactions.

That protects both the business owner and the employee.

If everything is documented, false accusations become less likely.

22. THE COST OF LOSING ONE CUSTOMER IS BIGGER THAN THE FIRST SALE

Suppose a customer spends ₦20,000 today.

It may appear that the business only lost ₦20,000 when the customer walks away.

But imagine that customer normally buys ₦20,000 every month.

Over five years:

₦20,000 × 12 × 5 = ₦1,200,000

And that is only one customer.

If the customer recommends five other customers, the potential value becomes even larger.

This is why businesses should think about customer lifetime value, not merely the transaction that took place today.

23. THE EMPLOYEE WHO CHASES SALARY ONLY MAY MISS A BIGGER OPPORTUNITY

There is nothing wrong wanting your salary, is understandable that veryone needs money.

But if your entire career strategy is to:

“Find a job → collect salary → repeat the same mindset,”

you may eventually discover that you have earned money without building enough skills to create greater opportunities.

Instead, think: Earn + Learn + Build Experience + Network + Save + Develop Skills.

Your salary should support your present.

Your skills should strengthen your future.

24. EMPLOYEES SHOULD THINK LIKE FUTURE BUSINESS OWNERS

Even if you never intend to become an entrepreneur, developing an ownership mindset can make you a better employee.

Ask questions:

• If this were my company, what would I change?
• Why are customers leaving?
• How can we increase sales?
• How can we reduce waste?
• How can we improve service?
• How can we attract repeat customers?
• What does the competition do better?
• How can technology improve this business?

This mindset can distinguish an ordinary employee from an exceptional one.

25. EMPLOYEES SHOULD NOT BE EXPECTED TO WORK FOR FREE

There is another side to this conversation.

Employers should not manipulate employees by saying to them: “You should behave like the owner.”

An employee is not the owner and can’t take the position from you even if hand over everything to the employee they remain your staff.

If an employer expects someone to perform additional responsibilities, those expectations should be reasonable, clearly communicated and appropriately compensated where required.

Employees should learn and contribute to the business.

Employers should also respect labour rights and provide fair working conditions.

Ownership mentality should never become exploitation.

26. THE PERFECT BUSINESS REQUIRES THREE THINGS

For a business to survive, three groups need to work together:

1. The Owner

Provides:

• Capital.
• Vision.
• Strategy.
• Leadership.
• Systems.
• Resources.

2. The Employee

Provides:

• Labour.
• Skills.
• Customer service.
• Execution.
• Ideas.
• Professionalism.

3. The Customer

Provides:

• Revenue.
• Feedback.
• Repeat business.
• Referrals.
• Market validation.

Remove any one of these three and the business becomes vulnerable.

27. A SIMPLE SURVIVAL FORMULA FOR NIGERIAN BUSINESSES

A sustainable business needs:

Good product and services

• Responsible management
• Competent employees
• Excellent customer service
• Financial discipline
• Adaptability
• Customer retention
• Continuous learning

    If all this are achieved you will have better chance of survival.

No formula guarantees success.

But ignoring these areas makes failure more likely.

28. WHAT BUSINESS OWNERS CAN DO IMMEDIATELY

Business owners should consider implementing these measures:

Creating a clear job descriptions

Everyone should know their responsibilities.

Establish customer-service standards

Employees should know exactly how customers are expected to be treated.

Introduce performance measurements

Measure what matters.

Track sales

Know daily, weekly and monthly performance.

Monitor customer complaints

Complaints can reveal hidden problems.

Conduct employee training

Don’t assume that people you employ automatically know what to do.

Reward good performance

Make excellence visible.

Address misconduct

Don’t allow one employee to damage the whole business.

Build internal controls

Reduce chances for financial leakages.

Review the business regularly

Don’t wait until there is no money left.

29. WHAT EMPLOYEES CAN DO IMMEDIATELY

Employees can also take responsibility.

Arrive prepared.

Treat every customer respectfully.

Learn something new every day.

Understand how the business makes money.

Ask questions.

Learn from experienced colleagues.

Develop professional skills.

Protect company property.

Avoid unnecessary conflict.

Give useful suggestions.

Take responsibility for mistakes.

Think beyond payday.

Your employment may be temporary.

The skills you acquire can remain with you for decades.

30. THE BIGGER LESSON: BUSINESSES SHOULD BE PLACES OF LEARNING

A healthy workplace should benefit both sides.

The employer should gain:

Productivity + Revenue + Customer Loyalty + Growth

The employee should gain:

Salary + Skills + Experience + Professional Development

The customer should gain:

Quality + Respect + Value + Reliability

That is the ideal relationship.

31. EMPLOYEES AND EMPLOYERS WORKING AGAINST EACH OTHER

The worst situation is when employees think: The owner is exploiting us.

while the owner thinks: My employees don’t care about the business.

Then distrust develops.

The employee does the minimum.

The owner becomes suspicious.

Management increases monitoring.

Employees become resentful.

Productivity falls.

Customers notice.

Revenue declines.

The business suffers.

This becomes a destructive cycle.

The solution is not simply to blame one side.

The solution is fairness, communication, accountability and shared responsibility.

32. THE REAL QUESTION BUSINESS OWNERS SHOULD ASK

Instead of asking: “Why don’t my employees care about my business?”

Ask: “Have I created an environment where responsible employees can succeed?”

And also ask yourself:

• Have I trained them?
• Do they understand expectations?
• Do I pay them properly?
• Do I listen to them?
• Do I reward performance?
• Do I discipline fairly?
• Do I monitor the business?
• Do I give them the tools they need?
• Do I lead by example?

After answering those questions, management can fairly determine whether the problem is primarily organizational, employee-related or both.

33. THE QUESTION EMPLOYEES SHOULD ALSO ASK THEMSELVES

Employees should also ask: “If I leave this job tomorrow, what have I gained apart from the salary?”

If the answer is: “Nothing.” then something needs to change.

Use employment to build:

• Skills.
• Experience.
• Professional relationships.
• Confidence.
• Industry knowledge.
• Leadership ability.
• Financial discipline.
• Business understanding.

Don’t spend five years working somewhere and leave with nothing except old payslips.

34. WHY THIS MATTERS FOR NIGERIA’S ENTREPRENEURIAL FUTURE

Nigeria needs businesses that survive.

Small businesses create jobs, provide services and support communities.

Government and entrepreneurs have important roles to play in improving the business environment, while businesses themselves need better management, skills, technology and resilience.

SMEDAN’s recent business stories also demonstrate that Nigerian entrepreneurs can build and expand despite significant challenges, including through learning, adaptation and persistence.  

Therefore, the conversation should not simply be:

“Why are businesses closing?”

It should also be: “What can owners, managers and employees do differently to keep businesses alive?”

35. FINAL THOUGHT: YOUR JOB CAN END, BUT YOUR EXPERIENCE SHOULD REMAIN WITH YOU

A business owner may eventually close a shop.

An employee may eventually resign.

A customer may eventually move away.

But the lessons learned can remain.

For employees, don’t only work for Friday or payday.

Work to become the better version of yourself.

Learn how the business operates.

Learn how customers behave.

Learn how money is made.

Learn how mistakes happen.

Learn how problems are solved in the organization you are employed to.

Learn how businesses survive difficult periods.

One day, you may become the employer.

And when that day comes, you will understand something that many people never learn:

Running a business is not simply about opening a shop, buying products and waiting for customers.

It requires money, discipline, leadership, systems, customer trust, good employees, constant learning and relentless attention to detail.

For business owners, remember:

You cannot be everywhere at once.

If your business depends entirely on your physical presence, you don’t yet have a strong system.

For employees, remember:

Your employer may be paying you for your labour, but your workplace can also be paying you in experience.

Don’t waste that opportunity.

And for both sides:

Protect the customer. Protect the business. Respect the employee. Build systems. Learn continuously.

Because when the business succeeds, everyone has an opportunity to benefit.

And when the business collapses, everyone eventually feels the consequences.

Frequently Asked Questions

1. Can employees really cause a business to close down?

Yes, employee behavior can contribute significantly to business failure, particularly where poor customer service, theft, negligence, absenteeism, low productivity or poor performance are persistent. However, employee behavior is only one possible factor among many.

2. Is it wrong for employees to focus on their salaries?

No. Employees work in exchange for compensation, and they deserve to be paid fairly and on time. The problem is when salary becomes the only concern and the employee completely ignores their responsibilities, professional development and the success of the workplace.

3. Should employees treat a business like it belongs to them?

They should demonstrate responsibility and professionalism, but they should not be expected to assume ownership responsibilities without appropriate compensation or authority.

4. Why is customer service so important?

Because customers can choose where to spend their money. A rude or dismissive interaction can cause a customer to leave, never return and potentially recommend competitors instead.

5. Can one rude employee really damage a business?

Yes. Particularly in small businesses where individual employees interact directly with a large proportion of customers. One employee can create repeated negative experiences that damage the company’s reputation.

6. Should business owners monitor their employees?

Yes, but monitoring should be reasonable and properly implemented. Businesses need systems for tracking sales, inventory, attendance, customer complaints and other important performance indicators.

7. What should an employee learn while working for another person?

Employees can learn customer service, marketing, accounting, sales, inventory management, leadership, negotiation, operations, procurement, technology and other skills relevant to their industry.

8. Should employees become entrepreneurs?

Not necessarily. Entrepreneurship is not the only path to success. However, understanding how businesses operate can benefit employees regardless of whether they eventually start a company.

9. What should an employer do with a consistently non-performing employee?

The employer should first establish clear expectations, provide appropriate training and give the employee an opportunity to improve. If poor performance continues, the employer should follow fair and lawful disciplinary or termination procedures.

10. Why do some employees not care about their workplace?

There can be many reasons, including poor management, inadequate pay, lack of recognition, poor working conditions, lack of career growth, weak leadership or simply an individual’s poor work ethic. It is important to identify the actual cause rather than automatically blaming employees.

11. Can paying employees more solve poor performance?

Not necessarily. Compensation matters, but money alone does not guarantee excellent performance. Leadership, training, accountability, recognition, working conditions and organizational culture also matter.

12. What is the biggest mistake a business owner can make?

One major mistake is assuming that everything is fine because employees are physically present and salaries are being paid. Business owners need reliable systems that reveal what is actually happening.

13. What is the biggest mistake an employee can make?

One major mistake is treating employment solely as a monthly salary arrangement while ignoring opportunities to develop their skills, gain experience and build professional value.

14. Should an employee report problems they notice?

Yes. Employees should communicate legitimate problems through the appropriate channels. Identifying a problem early can prevent a small issue from becoming an expensive crisis.

15. What is the most important lesson for Nigerian businesses?

Survival requires more than capital.

Businesses need good leadership, financial discipline, capable employees, excellent customer service, strong systems, adaptability and continuous improvement.

Conclusion

Nigeria’s difficult economic environment already makes business ownership challenging. High operating costs, financing constraints, infrastructure problems, competition and other pressures can place enormous stress on entrepreneurs.  

Businesses therefore cannot afford to create additional problems internally.

Employees must understand that their attitude can affect customers, revenue and ultimately job security.

Business owners must understand that employees are human beings who need fair treatment, training, proper leadership and accountability.

And customers must remain at the centre of the business.

The goal should not be to create a workplace where employees are terrified of losing their jobs.

The goal should be to create a workplace where employees want to perform well, understand why their work matters, learn valuable skills and take pride in what they do.

Because ultimately, a business is not sustained by the owner alone.

It is sustained by the combined efforts of the owner, employees, customers, suppliers and the systems connecting them.

When everyone takes responsibility, businesses have a better chance of surviving. When everyone only looks after themselves, even a promising business can slowly collapse.

Sources: World Bank Enterprise/SME research and SMEDAN business and MSME resources. 

About NaijaHustle Hub Online:

NaijaHustle Hub Online is an independent Nigerian publication focused on business, technology, entrepreneurship, education, travel, careers, and public policy. We publish well-researched, evidence-based articles that simplify complex issues and help readers make informed decisions.