Ben Appiah Poku

Author: Benjamin

  • Your Customers Are Talking, Are You Listening? Leveraging Feedback for Continuous Improvement

    Think about the bustling Kejetia Market here in Kumasi. A sharp trader notices customers consistently asking for a particular type of fabric she doesn’t stock. A food vendor observes patrons leaving one specific side dish untouched day after day. These are tiny feedback loops happening organically. It’s the pulse of the market, guiding subtle shifts.

    But what if you could harness this power deliberately? What if, instead of just passively observing, you actively sought out and used what your customers think to make your business better, day by day? Many businesses focus heavily on attracting customers, but the truly thriving ones excel at listening to them and adapting accordingly.

    Ignoring customer feedback is like trying to navigate unfamiliar roads with your windows blacked out. Seeking and using it, however, turns on the headlights and GPS. It’s not just about fixing complaints; it’s about building a stronger, more resilient, and customer-focused business – essential for success anywhere, especially in Ghana’s dynamic environment.

    Why Customer Voices Are Your Greatest Growth Engine

    Operating without feedback puts you in an echo chamber, hearing only your own assumptions. Customer feedback breaks that cycle and provides invaluable fuel:

    • It Reveals Your Blind Spots: You might think your service is perfect, but customers might be frustrated by a small, easily fixable inconvenience you haven’t noticed. Feedback shines a light on these hidden issues.
    • It Uncovers Hidden Opportunities: Customers often suggest new products, services, or improvements you hadn’t considered. Maybe your delivery clients wish you offered weekend service? Maybe your salon customers desire a specific natural hair treatment? Feedback points towards unmet needs.
    • It Builds Loyalty and Trust: When customers feel heard and see their suggestions implemented, they feel valued. This builds stronger relationships, encourages repeat business, and generates positive word-of-mouth – incredibly powerful in our interconnected communities.
    • It Guides Smarter Decisions: Instead of guessing what changes to make, feedback provides data. It helps you prioritize improvements based on what matters most to the people actually paying you.

    Making it Easy for Customers to Share: Open the Channels

    People won’t offer feedback if it’s difficult or inconvenient. You need to make it easy and accessible. Here are some practical ways, suitable even for small SMEs:

    • 1. Simple Conversations (The Direct Approach):
      • How: Train yourself and your staff to ask open-ended questions during or after a transaction. Not just “Was everything okay?” but “What did you enjoy most about your visit/purchase today?” or “Is there anything we could do better next time?”
      • Why: It’s immediate, personal, and shows you genuinely care. Capture key points quickly afterwards.
    • 2. Suggestion Boxes (Low-Tech, High Value):
      • How: Place a simple, visible box with slips of paper and pens near your exit or counter. Keep it anonymous if preferred.
      • Why: It allows customers to provide feedback privately and at their convenience. Even a few insightful comments per week are valuable.
    • 3. Short Surveys (Digital or Print):
      • How: Create brief surveys (3-5 key questions) using free tools like Google Forms (share the link via WhatsApp or SMS) or simple printed forms. Offer a tiny incentive (like a small discount on their next purchase) for completion.
      • Why: Structured surveys allow you to ask specific questions and gather comparable data over time.
    • 4. Social Media & Online Listening:
      • How: Monitor comments and messages on your Facebook, Instagram, or WhatsApp Business page. Check reviews on Google Maps if applicable.
      • Why: This is where public conversations happen. Address comments constructively (both positive and negative) and learn from the public discourse about your business or industry.

    The Crucial Step: Turning Hearing into Action

    Collecting feedback is only half the battle. The real magic happens when you use it:

    1. Collect & Organize: Gather feedback from all channels into one place (a notebook, spreadsheet, or simple document). Don’t let valuable insights get lost.
    2. Identify Patterns: Read through the feedback regularly (e.g., weekly). Look for recurring themes, common suggestions, or frequently mentioned problems. One isolated comment might be an outlier, but repeated feedback signals something important.
    3. Prioritize Action: You can’t act on everything. Focus on feedback that:
      • Addresses critical problems impacting many customers.
      • Represents high-impact opportunities aligned with your business goals.
      • Is feasible to implement with your current resources.
    4. Implement Changes: Make the necessary adjustments based on the prioritized feedback. This could be tweaking a recipe, retraining staff, adding a new payment option (like accepting more MoMo!), or fixing a recurring issue.
    5. Close the Loop: This is vital but often missed. Let customers know you listened! A small sign (“You asked, we listened: We now offer…”) or a brief message on social media thanking customers for their input and announcing the change builds immense goodwill.

    Cultivating a Feedback Culture

    Make seeking and valuing feedback a normal part of your business rhythm. Encourage staff to see feedback not as criticism, but as helpful information. When everyone understands its importance, it becomes ingrained in how you operate.

    Your First Step: Just Start Listening

    Feeling unsure where to begin? Don’t aim for perfection. Start small and be consistent.

    • This week: Actively ask five different customers one specific question: “What’s one thing that would make your experience with us even better?” Write down their answers.
    • Next week: Set up a simple feedback method – maybe a basic suggestion box or a dedicated WhatsApp number for comments.
    • Reader Reflection: How easy is it for a customer to give you feedback right now? What’s the biggest assumption you’re currently making about what your customers want?

    Your customers hold the keys to improving your business. By actively seeking, listening to, and acting on their feedback, you move from guesswork to growth. You build stronger relationships, make smarter decisions, and create a business that truly serves its community. Don’t leave that valuable insight untapped – start listening today.

  • Beyond Convenience: How Ghanaian SMEs Can Strategically Leverage Mobile Money (MoMo)

    Walk down any street in Kumasi, Accra, or Tamale today (April 10, 2025), and you’ll see it constantly: Mobile Money, or ‘MoMo’. We use it for everything – paying for gobɛ, sending funds to family upcountry, buying electricity credits. It’s woven into the fabric of daily Ghanaian life. Its convenience is undeniable.

    But here’s a crucial question for entrepreneurs and business owners: Are you truly leveraging MoMo as a strategic tool, or just passively accepting it because everyone else does? There’s a world of difference between simply having a personal MoMo number customers can send to, and intentionally integrating it to boost your business operations and growth.

    Think of MoMo like a powerful engine. Leaving it idle or only using first gear gets you moving, but fully engaging it can propel your business forward much faster. Let’s break down why strategically using MoMo is essential and how you can implement best practices.

    The MoMo Advantage: Why It’s More Than Just Easy Payments

    Simply put, Mobile Money offers tangible benefits that directly address common challenges faced by Ghanaian SMEs:

    • 1. Reaching More Customers (Ubiquity):
      • The Reality: Millions of Ghanaians across all regions actively use MoMo (MTN Mobile Money, Vodafone Cash, AirtelTigo Money). Many prefer it or find it more accessible than traditional banking.
      • The Advantage: By actively offering and promoting MoMo payments, you make it easier for a vast pool of potential customers to buy from you, whether they’re in your neighbourhood or another city. You remove a barrier to purchase.
    • 2. Faster Payments, Healthier Cash Flow (Speed):
      • The Challenge: Waiting for cheques to clear or customers to bring cash can strangle your cash flow, delaying supplier payments or reinvestment.
      • The MoMo Solution: Payments are typically instant or near-instant. Money reflects in your account within minutes, ready to be used. This dramatically improves your liquidity and operational agility. Imagine receiving payment from a client immediately after job completion!
    • 3. Enhanced Security (Reduced Cash Handling):
      • The Risk: Handling significant amounts of physical cash comes with risks – theft, loss, counterfeit notes.
      • The Benefit: MoMo transactions are digital. This reduces the amount of physical cash you and your employees need to handle, store, and transport, minimizing security risks.
    • 4. Simpler Record Keeping (Digital Trail):
      • The Hassle: Manually tracking cash sales can be time-consuming and prone to errors.
      • The Efficiency: Every MoMo transaction creates a digital record (sender, amount, time). This makes tracking income, reconciling accounts, and even preparing for taxes much simpler and more accurate compared to cash-only operations.

    Moving from Basic to Best Practice: Making MoMo Work Smarter

    Accepting payments to your personal SIM is a start, but to truly leverage MoMo, consider these best practices:

    • 1. Get a Merchant Account/SIM:
      • What it is: A dedicated business MoMo account provided by network operators (MTN, Vodafone, AirtelTigo).
      • Why it’s better: Merchant accounts often offer lower transaction fees (or shift fees to the sender), allow multiple withdrawals without hitting personal limits, provide better reporting tools (statements), and present a more professional image to customers. They are designed for business volumes.
      • Actionable Step: Visit your network provider’s service center or website to inquire about Merchant SIM requirements and benefits.
    • 2. Integrate Where Possible:
      • What it means: If you use accounting software or point-of-sale (POS) systems, explore options for integrating MoMo payments directly.
      • The Gain: This automates record-keeping further, reducing manual entry errors and saving significant time. Even simple integrations can streamline checkout processes online or in-store.
      • Consider This: How much time could you save if MoMo sales updated your records automatically?
    • 3. Communicate Clearly:
      • The Practice: Make it obvious you accept MoMo. Display your Merchant ID or payment number clearly. Inform customers about the payment process and any potential fees (like the E-Levy, which is a factor in total cost).
      • The Result: Clarity avoids confusion and speeds up transactions. Ensure your staff are trained on how to correctly process and confirm MoMo payments.
    • 4. Monitor Transactions Regularly:
      • The Habit: Don’t just let MoMo transactions accumulate. Regularly check your statements (daily or weekly).
      • The Importance: This helps you verify payments received, track cash flow accurately, identify any discrepancies quickly, and understand your transaction costs. Use the digital trail to your advantage.
    • 5. Understand the Fee Structure:
      • The Reality: Transactions often involve fees (including the E-Levy). These costs impact your bottom line.
      • Best Practice: Understand the fee structure for your specific account type (personal vs. merchant) for both sending and receiving. Factor these costs into your pricing and financial planning. Ignorance here can erode profits.

    Navigating Potential Hurdles

    While powerful, be mindful of potential challenges:

    • Network Fluctuations: Occasional network downtime can disrupt transactions. Have a backup or be prepared for slight delays.
    • Fraud Awareness: Be vigilant against scams (e.g., fake payment confirmation messages). Always verify payments directly in your account before releasing goods or services.
    • Transaction Limits: Personal accounts have limits; Merchant accounts offer higher thresholds better suited for business.

    Your Next Step: Activate MoMo’s Potential

    Mobile Money is no longer just a trend in Ghana; it’s a fundamental part of the economic infrastructure. For your SME, it represents a significant opportunity for efficiency, security, and growth.

    • Reader Reflection: Are you currently using a personal SIM for business MoMo? How much could a Merchant SIM save you in fees or offer in convenience? How clearly are you tracking your MoMo income and expenses?

    Don’t settle for passive acceptance. Take active steps: investigate a Merchant account, train your team, communicate clearly to customers, and monitor your transactions diligently.

    By strategically leveraging Mobile Money, you move beyond mere convenience and unlock a powerful tool to streamline operations, improve cash flow, and ultimately build a stronger, more resilient Ghanaian business in 2025. Start making MoMo work harder for you today.

  • The Unshakeable Foundation: Why a Solid Business Plan is Non-Negotiable for Your Ghanaian SME

    Imagine two trotro drivers starting their day in Kumasi. One vaguely knows they need to make money and heads towards Kejetia, hoping for passengers. The other has a specific route planned, knows the peak times, estimates fuel consumption, and has a target earning for the day. Which one is more likely to navigate the bustling streets efficiently and meet their goal?

    Starting or running a business in Ghana is exciting. The energy is palpable, opportunities exist, and the entrepreneurial spirit is strong. Yet, many promising SMEs falter, not for lack of a good idea or hard work, but often due to a lack of clear direction. This is where a fundamental, yet often overlooked tool comes in: the business plan.

    Many see it as a burdensome document needed only for bank loans. But thinking that way is like building a house without a blueprint. A solid business plan isn’t just paperwork; it’s the foundational thinking that gives your business clarity, focus, and a much higher chance of success. It’s non-negotiable if you’re serious about building something sustainable.

    So, why is this “plan” so crucial, especially in our vibrant Ghanaian context? Let’s break it down.

    1. It Creates Clarity from Chaos: Defining Your Path

    Running an SME often feels like juggling multiple tasks at once – serving customers, managing stock, handling finances, marketing your service. It’s easy to get lost in the daily hustle.

    • What a Plan Does: A business plan forces you to step back and define exactly what you are trying to achieve and how you intend to get there.
    • The ‘Atomic’ Level: It breaks down your big vision (e.g., “become the leading waakye seller in Adum”) into smaller, manageable components: Who are your target customers? What makes your offering unique (your ‘special stew’, perhaps)? How will you reach them? What resources do you need?
    • Why It Matters: This clarity guides your daily decisions. Should you invest in that new equipment? Should you expand your delivery reach? Your plan provides the framework to answer these questions logically, not just based on gut feeling.
      • Reader Reflection: Can you clearly state your business’s primary goal and the top 3 steps needed to move towards it this quarter?

    2. It Forces You to Understand Your Market: Who Are You Serving?

    You might have a brilliant product or service, but if you don’t understand who needs it and why, you’re operating blind. Ghana’s market is diverse and dynamic.

    • What a Plan Requires: Genuine market analysis. This isn’t just guesswork; it’s looking at your potential customers, your competitors, and the overall market trends. Who buys similar products? What are competitors in your area (be it Oforikrom or Bantama) doing well or poorly? What are the unmet needs you can fill?
    • Actionable Insight: Don’t just assume. Talk to potential customers. Observe buying habits. Look at pricing strategies of similar businesses. Understand the local preferences and challenges (e.g., seasonal demand, impact of mobile money adoption).
    • Why It Matters: Understanding your market helps you tailor your product, pricing, and marketing effectively, saving you wasted effort and resources. You start serving real needs, not just selling a product.

    3. It Maps Your Financial Journey: From Costs to Cedis

    Money is the lifeblood of any business. A business plan demands a realistic look at your finances.

    • The Core Components: This involves estimating your startup costs (rent, registration, initial stock), forecasting your sales (be realistic!), projecting your expenses (salaries, utilities, transport, communication tax), and understanding your break-even point (when you start making a profit).
    • Practical Application: List everything. Don’t forget small costs – they add up. Think about payment methods (cash, MoMo, bank) and any associated fees. Project cash flow – when money comes in versus when it goes out. This is crucial for survival.
    • Why It Matters: Financial projections highlight potential shortfalls before they happen, allowing you to plan. They show if your business idea is actually viable and profitable in the long run. It turns hope into a calculated financial path.
      • Reader Reflection: Do you know how much money your business needs to operate each month and where that money will come from?

    4. It’s Your Credibility Statement: Securing Support and Funding

    Whether you need a loan from GCB, Absa, or support from the Ghana Enterprises Agency (GEA), or want to convince a partner to join you, they will ask for one thing: your business plan.

    • What the Plan Demonstrates: It shows you’ve done your homework. It proves you understand your business, your market, and your financials. It signals seriousness and professionalism.
    • The Foundation of Trust: Investors and lenders use the plan to assess risk and potential return. A clear, well-reasoned plan builds trust and significantly increases your chances of securing the resources you need to grow. Think of it as your business’s professional introduction.
    • Why It Matters: Access to finance is a major hurdle for many Ghanaian SMEs. A solid business plan is often the key that unlocks that door.

    5. It’s a Living Document: Adapting to Change

    The Ghanaian market, like any other, changes. New competitors emerge, customer tastes shift, regulations evolve. Your business plan shouldn’t be written once and then gather dust.

    • The Principle of Adaptation: Think of your plan as a map for your journey. Sometimes, you encounter roadblocks or discover shortcuts. A good plan provides a baseline, but you should revisit and update it periodically (e.g., quarterly or annually) to reflect new realities and learnings.
    • Empowering Decisions: Regularly reviewing your plan helps you make informed pivots. Did sales projections meet reality? If not, why? Is a new opportunity emerging that aligns with your core goals? The plan helps you adapt strategically, not chaotically.
    • Why It Matters: A plan fosters proactive management rather than reactive scrambling. It helps you stay focused on your long-term vision even as you navigate short-term changes.

    Your First Step: Make Planning Actionable

    Feeling overwhelmed? You don’t need a 100-page document from day one. Start simple.

    1. Write Down Your Core Idea: What problem do you solve and for whom?
    2. Identify Your First Few Customers: Who are they, and how will you reach them?
    3. Estimate Basic Costs: What do you absolutely need to start or operate for the next month?
    4. Set One Clear Goal: What is the most important thing to achieve in the next 90 days?

    Expand from there. Use simple language. Focus on clarity for yourself first. Resources from organizations like the GEA or online templates can help structure your thoughts.

    The Takeaway: Build on Solid Ground

    In the competitive and dynamic landscape of Ghanaian business, hoping for the best isn’t a strategy. A solid business plan is your blueprint for clarity, your map for navigating the market, your key to securing resources, and your tool for adapting and growing.

    It transforms your entrepreneurial passion into a structured, focused, and far more resilient venture. Don’t treat it as optional paperwork. Make it the non-negotiable foundation upon which you build your success story. Start planning today.