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Lola Omotayo-Okoye, wife of Nigerian singer Peter Okoye, has criticised MAC Centre in Lekki, Lagos, over what she described as an unpleasant customer service experience at the Apple-authorised sales and service provider.
The businesswoman expressed her disappointment in a social media post, recounting how the treatment she received during her visit left her feeling unwelcome and dissatisfied.
She described the encounter as one of the worst customer service experiences she had experienced in a long time, blaming the slow response and attitude of the staff for making her visit frustrating.
According to Lola, the manner in which employees attended to her made her feel as though her presence was an inconvenience rather than that of a valued customer.
The mother of two said the experience reminded her of the importance of customer relations in business, stressing that employees play a significant role in shaping how customers perceive a company.
In her post, she wrote, “My experience today at the MAC Centre (Apple’s authorised sales and service provider) in Lekki was one of the worst customer service experiences I’ve had in a really long time. I left feeling unwelcome, 😞 noted, and deeply dissatisfied. The slow service and nonchalant attitude made me feel as though my presence was an inconvenience.”
Lola Highlights Importance Of Customer Relations
Reflecting on the incident, Lola, who is also a businesswoman, explained that the behaviour of employees can either strengthen a company’s reputation or damage the efforts invested in building it.
She argued that business owners must understand that their workers represent their organisations, adding that customers often remember how they are treated long after leaving a business premises.
She said, “As a business owner, it reminded me of an important lesson: the people you employ become the face of your business.
“People may not remember what you said, but they will definitely remember how you made them feel.
“Their attitude can build trust or undo everything you have worked hard to create.
“A great product, a beautiful store, and a solid business plan cannot make up for customers feeling poorly treated.”
Lola’s comments highlighted her belief that providing quality products and maintaining an attractive business environment are not enough to guarantee customer satisfaction.
She maintained that the attitude of staff members remains an important part of the overall experience customers receive when they visit an establishment.
Her position was that businesses must pay attention to how their employees interact with customers, as poor treatment could undermine the reputation they have worked to establish.
Advises Businesses On Staff Training
The businesswoman further urged entrepreneurs and company managers to take staff recruitment and customer service training seriously.
She noted that employees should understand the importance of treating customers with respect and ensuring that complaints are handled appropriately.
According to her, accountability should also form part of a company’s operations, as businesses need to address situations where customers receive unsatisfactory treatment.
Lola warned that ignoring complaints about poor customer relations could have negative consequences for businesses, particularly when dissatisfied customers decide not to return.
She also pointed out that poor service could affect customer loyalty, referrals and revenue, potentially slowing a company’s growth.
Her advice was directed at business owners who want to maintain positive relationships with their customers and build organisations that can retain public trust.
Calls On MAC Centre Management To Respond
Lola concluded her post by calling on the management of MAC Centre to take her complaint seriously and address the concerns raised about her experience.
She emphasised that customers should receive courteous treatment whenever they patronise a business, regardless of the products or services being offered.
She wrote, “I hope the management takes this feedback seriously.
“Customers should feel welcome, respected, and valued.
“That is a basic expectation.”
Her complaint has drawn attention to the role of customer service in business operations, particularly the need for organisations to ensure that employees maintain professional conduct when dealing with customers.
While Lola’s criticism focused on her personal encounter at the Lekki outlet, her message extended to business owners generally, urging them to recognise that customer experience is an important part of building and sustaining a successful brand.
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