BUSINESS
How To Get And Keep The Trust of Your Clients.
How To Get And Keep The Trust of Your Clients.
One of the fundamental parts of every relationship is trust. Trust doesn’t just happen; it is built over time. Trust is established when there is a personal connection formed and when mistakes are addressed in a humble and ethical manner.
To build a successful business, earning your client’s trust and loyalty is essential. It helps to establish a solid base of long-term clients that are valuable to your business. If people like you, they’ll listen to you, but if they trust you, they’ll do business with you.
The rewards of gaining and maintaining customer trust are many. When clients trust you, there will be a considerable increase in customer retention which will boost your profits. A 5% increase in customer retention rate can lead to a 25% boost in profit, according to research by Bain & Company.
In addition to keeping your existing clients, trust helps you earn referrals and sales from word of mouth. Clients who give a brand high trust scores are three times more likely to stick with it through a mistake. In addition, 88% say they’re more likely to buy from that brand again and refer to the brand.
How To Build and Keep and Build Trust and Loyalty
The goal of any business is to gain the trust and loyalty of clients, but there are steps that must be taken in order to accomplish this. Below are the strategies needed to build a long-term relationship with each of your clients.
- Excellent customer service:
Excellent customer service makes clients feel that a business values them and their feedback, and they will return to the business in the future. Furthermore, offering rewards for loyalty helps clients feel appreciated, which will encourage them to remain loyal to the business. Transparency and honesty in customer interactions also help foster trust, loyalty, and respect between the business and clients. It can also build a positive reputation for the business, which can lead to more clients in the future.
- Respect Your Clients:
This is paramount in getting your clients to trust you. When clients are treated with respect and honesty, they are more likely to reciprocate these traits. Be respectful of your clients’ time. If you schedule a meeting for 9 a.m., be there before that time. Keep your promises, be prepared, consistent, and on time. If you consistently exhibit the same behavior, trust will begin to build.
Also, put yourself in your client’s shoes, and try to understand where a client is coming from. This will make it much easier to form a relationship and meet the expectations they have. When engaging with a client, talk in a genuine way that your client will understand. This is because they may know very little about your subject matter, so explain things simply and check in with them often to gauge their level of understanding.
- Admit Mistakes and Correct Ethnically:
Humans are bound to make mistakes. In the course of relating with your clients, mistakes happen. If you are at fault, do not place the blame on others. Instead, apologize, and explain the situation and the plan you have for fixing it. Confession and correction show that you are looking out for the client’s interests. Your follow-up approach indicates to the client what he or she should expect if something similar occurs in the future. If a client is in the wrong, allow them grace and create a course of action for getting back on track.
- Know your target audience:
Conducting thorough research into your client’s needs, common issues, and pain points will help you to tailor solutions and messages that resonate with them on an individual basis. If you are able to understand their needs and provide a service that not only solves their problems but also adds value to their lives, then your clients are more likely to trust you.
- Share positive reviews and testimonials:
Clients tend to trust their fellow clients more than the businesses they’re buying from. Testimonies from Clients’ experiences hold more weight than a company’s marketing. That’s why we encourage satisfied clients to share their experiences by asking for reviews and sharing testimonials.
Trust and loyalty are the building blocks of a solid customer base, and earning the trust of clients is not complex. Your goal is to put clients first and to make sure that those clients know they’re your top priority. Once this is accomplished, be confident that your clients will trust and be loyal.
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BUSINESS
Adamawa Mortgage Bank Faces ₦10 Billion Lawsuit for Alleged Contract Breach with Wisdom Kwati Smart City
Wisdom Kwati Smart City Ltd, a prominent property development firm based in Abuja, has launched a lawsuit against Adamawa Mortgage Bank Ltd, seeking ₦10 billion in damages. The legal action follows a breach in a joint venture agreement between the two parties for a 20.5-hectare property development in Sangere Village, Yola South, Adamawa State.
The joint venture was established to transform the Sangere property into a large-scale residential development, with work already underway and over 3.5 billion invested in the construction of over 200 housing units and on the estate’s infrastructures. However, tensions arose when Adamawa Mortgage Bank publicly withdrew from the agreement, and without appropriate notice or engagement with the firm, released a statement on The Cable newspaper on November 9, 2024. In its announcement, the bank warned prospective buyers, stating:
“This is to inform the general public that Adamawa Mortgage Bank Ltd is not selling its land at Sangere-Wisdom Kwati Smart City. Anyone buying land at the property does so at his own risk. Take further notice that the bank has withdrawn from the joint venture agreement with Wisdom Kwati Smart City. Thank you. Signed Management.”
Following this statement, Wisdom Kwati Smart City Ltd, led by Chairman Mr. Wisdom Kwati, filed for both an interlocutory and interim injunction. The lawsuit names both Adamawa Mortgage Bank Ltd and its Managing Director, Dr. Noris Giscard Stanley, as defendants, alleging breach of contract and reputational harm caused by the bank’s public renouncement.
On November 14, 2024, the High Court of Justice of Adamawa State issued an interim injunction, temporarily restraining the mortgage bank from further actions related to the property until a resolution is reached. The court has ordered the defendants to respond to the claims and appear before the court within 30 days of receiving the summons.
The implications of the contract dispute are significant, given the current stage of the project. According to representatives of Wisdom Kwati Smart City Ltd, the company has invested over ₦3.5 billion in construction and developmental costs on over 200 buildings currently under construction at the site, of which over 50 units are at the finishing level of construction, and infrastructural development that are well into the third phase of the company’s five-phase development plan.
Industry observers suggest that a swift resolution of the dispute would be in the best interests of both parties and their investors, who rely on the stability of the joint venture to secure their investments. The project, originally designed to develop 317 mixed housing units, is already well past its midpoint, making it highly unreasonable for a partner to withdraw at this stage.
Wisdom Kwati Smart City Ltd has expressed a commitment to seeing the project through to completion and ensuring that stakeholders are kept informed of any significant developments in the case. Despite the legal steps taken, the real estate company has reportedly made several attempts to resolve the matter through dialogue, but the bank has reportedly not been forthcoming.
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BANKING
Afreximbank Acts as Joint Lead Manager on Ecobank Transnational Incorporated’s USD 400mn Senior Unsecured Note Issuance
The proceeds of the note will fund general corporate purposes of the issuer, including refinancing of a USD350 million senior bridge-to-bond loan facility that was jointly coordinated by Afreximbank in March 2024.
African Export-Import Bank (“Afreximbank”) (www.Afreximbank.com) is pleased to announce that it has successfully acted as Joint Lead Manager and Bookrunner on a USD 400 million 10.125% Rule 144a/RegS senior unsecured note issuance by Ecobank Transnational Incorporated (“ETI”) due in October 2029.
The proceeds of the note will fund general corporate purposes of the issuer, including refinancing of a USD350 million senior bridge-to-bond loan facility that was jointly coordinated by Afreximbank in March 2024.
The note issuance achieved peak orderbook oversubscription of 2.1x, backed by more than 70 high-quality and diverse investors comprising development finance institutions, asset managers, commercial banks and insurance companies from Africa, the UK, USA, Europe and the Middle East.
Professor Benedict Oramah, President and Chairman of the Board of Directors of Afreximbank, commenting on the transaction, said: “We are pleased to have supported Ecobank Transnational Incorporated (“ETI”) in placing the first public Eurobond issuance by any Sub-Saharan African financial institution since 2021, following our bridge financing support earlier in the year. This transaction underscores Afreximbank’s capacity and readiness to structure innovative market access solutions for our pan-African banking partners.”
Afreximbank’s Advisory and Capital Markets (ACMA) department acted as Joint Lead Manager and Bookrunner on the issuance, working alongside international and African partners.
Distributed by APO Group on behalf of Afreximbank.
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BUSINESS
Japan: African Development Bank Celebrates Three Decades of Japan-Backed Trust Fund
Japan: African Development Bank Celebrates Three Decades of Japan-Backed Trust Fund
Over the past three decades, Japan has contributed JPY 5.3 billion ($ 37.4 million) to the PHRDG, supporting 107 projects, with 96 completed and 11 ongoing as of September 2024
The African Development Bank Group (www.AfDB.org) has celebrated the 30th anniversary of the Policy and Human Resource Development Grant (PHRDG), a bilateral trust fund created by Japan in 1994.The initiative has contributed significantly to the development of Africa’s human capital, supporting over 100 transformational projects across various sectors.
Presenting a commemorative publication on the trust fund at the Ministry of Finance in Tokyo on Wednesday, 16 October, Dr Akinwumi Adesina Adesina, African Development Bank Group President said the publication highlights three decades of successful collaboration and the impactful projects funded by the Policy and Human Resource Development Grant, as well as the critical role the grant has played in Africa’s socioeconomic development.
Over the past three decades, Japan has contributed JPY 5.3 billion ($ 37.4 million) to the PHRDG, supporting 107 projects, with 96 completed and 11 ongoing as of September 2024. In recent years, the trust fund has seen a notable increase in contributions, underscoring Japan’s renewed commitment to fostering a climate-smart, resilient, inclusive, and integrated Africa.
Japan’s Vice Minister of Finance for International Affairs, Atsushi Mimura, said he was pleased the country’s partnership with the African Development Bank Group was going well. He pledged continued support, particularly for the African Development Fund, the private sector, and Japanese and African start-ups
“We look forward to deepening Japan’s relationship with the African Development Bank,” he said.
Mimura described the African Development Bank Group’s partnership with the World Bank’s plan to bring electricity to 300 million Africans (Mission 300) as a powerful narrative that draws attention to the continent’s energy needs.
Adesina commended Japan for its strong support of the African Dev?
elopment Fund, noting that the Fund has delivered impressive results. He sought the country’s support on a wide range of issues, including the 17th general replenishment of the African Development Fund, Mission 300 (http://apo-opa.co/3YcTfy2), Special Drawing Rights, the private sector, and start-ups, among others.
“We thank the people of Japan for standing in solidarity with the people of Africa,” Adesina said.
Since its establishment, the PHRDG has been a vehicle for Japan to share its expertise and experience in human resource development, empowering Africans to lead the transformation of their societies and economies. The grant has supported a wide range of projects aligned with Japan and the African Development Bank Group’s shared objective of human capital development. Officials said the projects have laid the groundwork for accelerated economic growth in Africa.
In a foreword to the Policy and Human Resource Development Grant at 30 publication, Deputy Vice Minister of Finance for International Affairs Daiho Fujii, expressed Japan’s pride in celebrating the 30th anniversary of the PHRDG.
“Japan is leading the international community’s efforts to overcome global challenges, particularly those affecting vulnerable populations. Through the PHRDG, we provide technical cooperation to develop the human resources that will drive Africa’s socioeconomic transformation. Our partnership with the African Development Bank Group is key to realizing a more resilient and prosperous Africa.”
As the Policy and Human Resource Development Grant enters its fourth decade, the African Development Bank Group and Japan have expressed eagerness to expand their partnership. With six new projects in the 2024–2025 pipeline, including initiatives in higher education, debt management, and climate-smart agriculture, the trust fund remains a critical tool for delivering impact across Africa, officials said.
Both parties pledged to continue to work hand in hand to unlock the potential of Africa’s human capital, fostering innovation and economic development for generations to come.
Japan–Africa Dream Scholarship Program: Investing in the Future
Among the most impactful PHRDG-funded initiatives is the Japan-Africa Dream Scholarship Program (JADS), launched in 2017. This program aims to develop Africa’s human capital by offering scholarships to high-achieving African students for master’s studies in fields such as agriculture, development economics, energy, and public health. To date, the program has awarded scholarships to 23 students from 10 African countries, two-thirds of whom are women.
Graduates of the JADS program have gone on to make significant contributions to their home countries. Alumni include Mary Yeboah Asantewaa from Ghana, who now works at SORA Technology in Accra, leveraging drone technology to control infectious diseases, and Glory Sibale from Malawi, who joined Tokyo’s Taiyo-Yuka recycling company, focusing on sustainable agricultural project management.
As part of his mission to Japan, Adesina also met with Nobumitsu Hayashi, the Governor of the Japan Bank for International Cooperation, to expand collaboration in key areas, including agriculture, healthcare, energy access, support for youth entrepreneurs, critical minerals, and regional corridors.
Later Wednesday, Adesina met with the leadership of the Association of African Economic and Development Japan, where both parties discussed potential collaborations for impactful projects. He continued with meetings with Kanetsugu Mike, Chairman of Mitsubishi UFJ Financial Group, and Ken Shibuya, Co-Chairman of the Global South Africa Committee of Keizai Doyukai (Japan Association of Corporate Executives).
The African Development Bank president invited business leaders to the 2024 Africa Investment Forum to be held in Rabat in December. Adesina also hosted representatives of the African diplomatic corps, development partners, and the private and public sectors, where they discussed leveraging co-creative relationships with Japanese companies and institutions.
Distributed by APO Group on behalf of African Development Bank Group (AfDB).
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