Latest / Closing Sales in Nigeria - Sales For The Nigerian Business Person: The Sales and Marketing Blueprint / Stop Recording Clients! The Legal Fine Print in Nigeria

Transcript

Stop Recording Clients! The Legal Fine Print in Nigeria · Closing Sales in Nigeria - Sales For The Nigerian Business Person: The Sales and Marketing Blueprint

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  Today on the podcast, we're going to be looking at why you
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  should not be recording conversations that you have with
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  your clients and with your potential customers.
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  Or rather, we're going to be looking at when you can record
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  these conversations, when you can record, when is it a good
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  idea? How, why?
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  How will I put it? OK, when to record, why you
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  should record if you want to, when it would be a good idea and
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  how to go about it. Yeah.
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  OK, so those are the things that we're going to be talking about
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  today on the podcast. And sorry, this one might be a
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  little bit rambly because I didn't quite gather my ideas.
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  In fact, it's an emergency episode because I'm currently
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  chatting with someone, putting him through one or two things.
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  And the guy said that he wants to record the customer
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  conversation. So I told him no, do not record.
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  So now that I've sorted out that matter with him, I said, let me
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  come on here and make it just in case there are some of you who
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  are thinking that this is a good idea that you're going into a
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  meeting. You will now just go and record
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  that you haven't informed somebody.
• 1:00
  So that's all we're going to be talking about today on the
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  podcast. Now, sorry about the noise in
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  the background because I'm out and about, you know, as I do
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  from time to time with a parking lot, just trying to get some
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  work done before I move for my next engagement.
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  So there's going to be noise in the background because I'm
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  outside a, a mall in Wusetu in Abuja.
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  So welcome to the podcast. I'm your host, Tavishma Aidi,
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  and this is what I've been doing for years, you know, not hitting
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  cars outside parking lots, but rather over the podcast been
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  giving ideas about how to grow your Nigerian business, you
• 1:39
  know, in our unique Nigerian way, if you can put it that way.
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  So this podcast is not generic. We get straight to the meat of
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  the matter, whether it's on how to relate with customers or how
• 1:50
  to grow your sales. And if you enjoy these sorts of
• 1:52
  things, then this podcast is your jam.
• 1:54
  So subscribe on Spotify, YouTube, Apple, or any player of
• 1:58
  your choice. And if you'd love to connect,
• 2:00
  you can call, send me a text message or a WhatsApp message on
• 2:03
  08064662140. Now today on the podcast,
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  recording conversations that you have with your clients, with
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  your potential customers, you know, whatever.
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  Is it a good idea? The answer is yes, it is a good
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  idea and the reason is why isn't the reason is this.
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  It's not really for record keeping per SE, but it's just
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  for the purpose of improving your business.
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  That is the reason why when you call in some places like, you
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  know, MTN or what else, Napa, you know, big, big, big
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  companies like this, they will tell you that this company, this
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  phone call is going to be recorded for training and
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  customer service purposes, you know, blah, blah, blah, blah,
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  blah, their usual spiel. So the whole idea is if you have
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  a conversation that you can listen back on later on, you'll
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  be able to see, you know, was I effective, did I hit the mark?
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  Where did I miss the plot? What could I have done better,
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  You know, things like that. So that's the whole point, the
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  whole reason behind recording. Now recording conversations has
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  become increasingly popular because excuse me, you know,
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  back in the day now, let's say some 10/15/20 years ago when
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  mobile tech was still new, at least Nigeria back then was
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  still new. If I need to record the
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  conversation, man, it was, it was work.
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  You know, like you would have the phone conversation and maybe
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  you have like your recorder next to your mouth, but you're only
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  recording your own part of the conversation.
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  Back then, they used to say that the military government could
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  tap GSM phone lines. You know, I don't know how true
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  it was, but, you know, we used to hear just.
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  And for the coup plotters, Abby, was it the coup plotters like
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  the phantom coup, you know, a Batcha?
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  Was it dear? No, not dear.
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  What's the guy's name? I can't remember anyway, but
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  that whole phantom coup thing, you know, supposedly was busted
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  because of GSM recordings where they tapped people's phone
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  lines. So I'm just saying that back in
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  the day, if you wanted to record a phone conversation, you know,
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  you had, you need some special skills.
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  Then there were some apps that could do that, but I think they
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  were paid apps. But, you know, now basically
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  everybody's phone has that record thing.
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  Like even my own phone, it's a Xiaomi 13 C you know, it has the
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  sorry, 12 C Yeah, it has the recording thing.
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  So anybody can record phone calls nowadays.
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  So it's a lot easier now because it's a lot easier for lots of
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  people do it. And you know, we see on social
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  media where somebody's having a conversation with another person
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  and they don't know that the conversation is being recorded
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  and anything is leaked and no things like that.
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  So people record conversations all the time.
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  Now because of that, business owners and sales people,
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  self-employed people who want to improve the efficiency in sales,
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  I mean the effectiveness in sales are thinking it is a good
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  idea I should be recording these conversations so that I can
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  review. So in principle, wonderful idea,
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  very good idea, but the problem is in practice we go about it
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  wrong. There are lots of business
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  owners that just assume that, OK, I want to record the
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  conversation. Let me go ahead and record the
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  conversation. No, don't do that.
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  This is the way that it works in Nigeria, in Canada, in America,
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  in Australia, basically in Commonwealth countries.
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  Commonwealth countries are countries that used to be, that
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  have been colonized by, by Britain, the United Kingdom.
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  So for Commonwealth countries, you do not record anybody
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  without telling them first. All right, So if you want to
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  record the conversation, you tell the Madam, Oh, Mommy, thank
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  you very much for taking this meeting.
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  Oh, by the way, I hope you don't mind.
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  Just for customer service purposes, I would like to record
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  this conversation. You know, is that OK?
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  And then look at madam's face squarely, because some people
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  will say yes, but when they're squeezing their face, you know
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  that that yes, it's just 1/2 for do.
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  So in that case, say, you know, during Madam, I think let's,
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  let's, let's just do it with that.
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  I'll just make some notes instead.
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  Even if somebody says yes with their mouth, bow their body
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  language, you see that they're squeamish somehow, then they
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  shake somehow, then no, don't. Number one, we could run into
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  some legal issues #2 even if there are no legal issues, there
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  are some people that lock up when they know that something is
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  being recorded. I repeat, there are some people
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  who lock up when they know that something is being recorded in
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  photography and in videography. We call that being camera aware.
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  There are some people that they are feeling cold or feeling
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  relaxed, everything, you know, In fact, there's even some, I
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  even noticed that yesterday at the event that I covered for the
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  British Council, there was one guy there, Doctor Micah.
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  Shout out to Doctor Micah in case you know, if you ever
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  listen to the podcast. So Doctor Micah now before the
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  event, he was, you know, flowing chatting with everybody, you
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  know when they call Doctor Mike on stage.
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  And then when the camera started rolling, my guy just lock up.
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  He became very formal. I say I waiting Apple somebody
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  that was social butterfly before the moment camera begin to roll,
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  my guy just lock up, very formal, very stiff.
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  So it happens when cameras start rolling, some people lock up.
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  When audio recording starts, some people lock up now in sales
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  or customer service or whatever. We're trying to get people to
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  talk freely. Let us know what's on their
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  mind. If you're getting the feeling
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  that is the kind of person that would lock up once you press
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  record, please don't press record.
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  Sit down, have a nice conversation, be making small
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  notes. Let the person be flowing free.
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  Get all the information that you need.
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  You don't have to record every single conversation.
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  Or please, if you are in a Commonwealth country, please, if
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  you've been recording conversations like this in
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  Nigeria, you've been getting away with it.
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  You go and visit somebody in America, you want to close
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  business, don't try it. Don't try this.
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  Don't try this in another country.
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  You've been getting away with it in Nigeria.
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  Do not try this in another country.
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  Do not record any conversation with anybody, whether in a
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  private context or in a business context, without telling them.
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  Now, boss, I hope you don't mind.
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  Madam, I hope you don't mind. Sir.
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  I hope you don't mind. Chief, I hope you don't mind.
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  I want to record this conversation.
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  Do you have a problem with that? Tell them first.
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  There is no legal way for ordinary people like you and I
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  to record a conversation for business purposes with somebody
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  else without us getting their permission 1st.
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  And that is why I'm making today's emergency recording in
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  case there are other people like this guy that I'm chatting with
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  right now, who think that that's possible.
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  It's not possible. It's not a good idea.
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  If you've gotten away with it in the past, then stop it now.
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  If you are a business that routinely records people's
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  conversations, you need a way of notifying them ahead of time.
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  Like with the British Council event yesterday that I was at,
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  people come in and they sign, you get your badge, you get your
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  everything. Then there is a consent form
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  that they are given so that if you do not want your image to be
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  taken, if you do not want your voice to be recorded, if you do
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  not want your image to be captured, sign here so that we
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  will ignore you. And it happens from time to
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  time. There's usually like two or
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  three people who say don't put my face anywhere, don't put my
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  voice anywhere. So you need to look for, come up
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  with policies for your business that will help facilitate these
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  sorts of things. So if you guys normally record
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  people like MTN, like Airtel, like Zenith Bank customer
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  service, like NEPA customer service, like you know, all
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  these other companies notify people ahead of time.
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  That is the reason why why you call NEPA before they put you on
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  hold for 30 minutes because when I called them yesterday, because
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  they did that rubbish again like disappeared for one whole day.
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  Do not tell me that I'm on Band-Aid, you're charging me
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  times 3 or you're charging me time times 3.
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  The price of of how much other Nigerians pay.
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  But you can just take my light one day, 2 days like that.
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  Come on Napa, you guys are not trying.
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  So, you know, they put me on hold and they told me your call
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  is important to us. At the beginning of the call,
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  they said, please know that this call may be recorded for
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  customer service purposes. So come up with policies, let
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  people know when they're interacting with you that you're
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  going to be recording the conversation.
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  So if you haven't done that, please do not record a
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  conversation with anybody. Please do not, do not do not.
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  It is illegal. Even if it was not illegal and
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  even if you have gained their permission.
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  If somebody is hyper aware around these things, they will
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  lock up and you will not get the truth from them.
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  You won't get the, you won't know what's on their mind.
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  I remember this is sales, relationship building rapport.
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  Want people to be free, want them to be flowing.
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  You know who are feeling ourselves.
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  As I'm talking, you're feeling me.
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  As you know, as you, you're talking, I'm feeling you.
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  That is what facilitates sales. If anybody's locking up, if me,
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  I'm locking up, there's a problem.
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  If the other person is locking up, there's a problem.
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  Let's try and facilitate easy flowing conversation.
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  But yes, the spirit behind it is correct.
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  Let us try and note what it is that we're doing so that we'll
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  know how we can improve. We'll know what to avoid, and
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  we'll know what to repeat. So if recording is not possible,
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  then pen and paper. OK.
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  So I think that is just it Recording, recording, recording.
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  Yeah, I think that's it. I think that's it.
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  Pretty much. Yeah.
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  That's it. There's, there's nothing else to
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  add. So if you remember, if you'd
• 12:19
  love to connect, you can call, send me a text message, send me
• 12:21
  a WhatsApp message on 08064662140.
• 12:26
  And if you love this kind of content, then stay subscribed
• 12:30
  here. Keep scrolling.
• 12:32
  There's over 1200 episodes as at today's date of the recording.
• 12:36
  So keep listening as you listen. No down things as you, no down
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  things apply. As you apply, let me know what
• 12:43
  works. If some things don't work, let
• 12:46
  me know. If you disagree with something,
• 12:48
  let me know. If you just want to say hello,
• 12:50
  let me know. Either way.
• 12:51
  That's the reason why I give my phone number at the beginning
• 12:53
  and at the end of every single episode so that you guys can
• 12:56
  reach out. So thanks for listening.
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  I will see you guys soon.