Features
The Dawn Preachers
The dawn of each day marks the transition of darkness into daylight. And according to my friend Weddeye, it is a period when good (light) gradually overcomes bad (darkness).
He adds that this transcient period is of much significance to many people either as a time of sorrow or a time of joy.
Normally, the dawn of every day is the period when most people enjoy their sleep best and snore like thunder. The cool morning air that caresses the body has a soothing effect on the mind and the soul is transported, the nose becomes charged and snoring becomes rather rhythmical but hazardous.
To some, the dawn is the most romantic period of the night when they are inseparably close to their lovers. When daylight sets in they must mandatorily separate. That is a law nature. The dawn is also a period when most people think clearly and rationally except when one is experiencing a hangover. Thinking at dawn normally centres on the payment of school fees, rent, and perhaps, how best to advise Saddam Hussein to stop being a “problem child.”
The social significance of the dawn is well known to most people, especially those who owe sums of money. If you are one of such people, creditors are most likely to attack you at dawn, unless you are clever enough to anticipate the commando-type movement, to escape well before dawn sets in.
But assuming you were sleeping cozy when the creditor arrived and knocked your door. “Who are you,” you are likely to bark. “I am coming to collect my money with interest. No need to mention my name. Immediately I mention it you will develop hernia because the pressure will be too much to bear.”
At this point of time, your first instincts will be to hide under the bed and start reciting the Lord’s Prayer, or to silently open the window and stylishly fly through it and show a very clean pair of heels.
But that would not be politic enough. The creditor may shout after you “thief! thief!” and that is not a very good compliment. I should think that it is always better to confront your creditor and explain matters with all the hope that he’ll give you some breathing space.
Parents are more inclined to rebuke or advise their wards at dawn and it is also a time when wives are likely to confront their husbands over extra-marital improprieties. And lest I forget, convicted criminals are most often executed at dawn. Is it because most criminals are allergic to daylight? They operate under the cover of darkness and must face the bullet under the cover of darkness, armed robbers, especially.
Born again Christians also make good use of the dawn for reasons best known to themselves. They preach the GOOD NEWS at this time of the night and some people consider it a nuisance. A Muslim for instance would not enjoy being disturbed by a doctrine quite alien to his circumstances.
And others who are not Christians and do not intend to be one in the foreseeable future will naturally be angered. And naturally most Christians would enjoy this dawn session tremendously and pray that it becomes a regular feature.
It was at Legon that I realised how these Christian enterprises were both loved and hated. The dawn preachers came mostly on Saturday mornings and the preacher was usually a baritone-voiced apostle who preached the gospel with vim and fervour.
And he was supposed to be a man capable of speaking in at least thirteen foreign languages without error in grammar, usage, vocabulary and phonetics. The preacher was also not supposed to have learnt any of these languages. They are special gifts by the Holy Spirit and he becomes more or less a multi-lingual secretary.
Anyhow, his preaching always touched many hearts and also annoyed many hearts as the message reverberated across the silent hall. And the message was specifically directed to fornicators.
Quite fortunately or unfortunately, Fridays were days when “external” girlfriends came to spend the night on campus. And the dawn of Saturday dangerously coincided with gospel time, a time when lovers were supposed to be inseparable. It was so very untimely and very undemocratic on the part or the preachers.
An aggrieved student often expressed his disaffection by hurling the following across like a projectile: “Hey born again, go and preach to your parents at home. They need Jesus more than we do. Don’t waste our ears”.
I quite remember that in response to a similar remark one dawn, the deep-throated preacher shouted back “Be gone, Satan!”
Today, preachers of the good news minister the word in mummy trucks, buses, lorry parks and residential areas where the dawn is the most suitable period.
Their message is almost always the same. “For God so loved the world that he gave His only begotten Son, that whosoever believeth in Him should not perish but have everlasting life. John 3:16”
You have to confess your sins, repent, accept Jesus Christ, fellowship with the assembly of saints and the way to heaven is opened to you. If you do not, you go to hell. The choice is yours.
I realise that barring any prejudices that might be harboured against the Christian doctrine, the apostles of Christ are doing a good job because they do not preach anything bad. To me, the Christian religion is credible and worth following since it is a sure way of reforming bad morals and keeping righteous.
But I also realise that the dawn preachers only focus on the spiritual side of man and ignore the numerous social problems afflicting him. It is not enough to pave the golden way to heaven. For the time being, man must also see to his earthly problems, alongside.
I have, always expected the dawn preachers for example to talk a little on advisıng people to steer clear of drug abuse and sloth, respect for one another, prevention of AIDS and teenage pregnancies.
The preachers must realise that preaching against fornication alone will not help stop the spread of AIDS for instance because people are always going to mate, anyway. So after preaching against fornication, the preachers could go on to educate their hearers on the deadliness of AIDS, how it is spread, and what pre-cautionary measures to take, e.g. the use of condoms. There is nothing sacrilegious in preaching practical ways of preventing the spread of the disease.
This information will not be useful to Christians alone but to everyone. When Christ came, he ministered, not only to the spiritual needs of the people but to their physical needs as well. The fact that he fed five thousand people with five loaves and two fishes means that he perfectly understood the physical needs of man as well.
Let our dawn preachers do more than merely telling us to repent and go to heaven. Repent we shall.
But do we need to die of AIDS for instance before we repent?
This article was first published on Saturday, December 15, 1990.
MerariAlomele’s
Merari Alomele’s
‘
I realise that barring any prejudices that might be harboured against the Christian doctrine, the apostles of Christ are doing a good job because they do not preach anything bad. To me, the Christian religion is credible and worth following since it is a sure way of reforming bad morals and keeping righteous.
’
Your Weekend Companion
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Features
Fix It Fast or Lose Them Forever: The Ever-Rising Importance of Service Recovery in Competitive Industries
Yes, in literature and in practice, differences exist regarding customer service, service failures, and service recovery.
But have you ever considered the latter (service recovery) and its potential impact on service experience, brand building, and sustainable growth?
Well, in today’s fiercely competitive service economy, customer experience has become one of the most powerful determinants of business survival and long-term success.
Across industries, from aviation and banking to telecommunications, hospitality, healthcare, retail, and digital platforms, customers now expect fast, seamless, and reliable service delivery at every touchpoint.
Yet despite technological advancements and operational improvements, service failures remain inevitable.
Systems experience downtime, deliveries are delayed, reservations are misplaced, payments fail, customer inquiries go unanswered, employees mishandle interactions, and digital platforms experience disruptions.
In the midst of these, what increasingly separates successful organisations from struggling ones is not whether failures occur, but how quickly and effectively they recover when they do.
Service Recovery
Simply put, it is the process of fixing a service problem and restoring customer confidence after a failure has occurred.
Examples of service recoveries are; an airline offering compensation after a flight delay, a telecom company restoring interrupted service and providing bonus data, a restaurant replacing a wrongly prepared meal at no extra cost, a hotel upgrading a guest’s room after a booking problem, and finally a bank reversing an erroneous transaction and apologising promptly.
As competition intensifies and customer expectations continue to rise, service recovery is rapidly evolving from a routine customer service function into a critical strategic capability.
Businesses are discovering a hard truth of the modern marketplace: fix customer problems quickly, or risk losing them permanently.
Customers are More Powerful Now Than Ever
Customers now possess more power than at any other time in business history. Digital technology, social media, online reviews, and mobile connectivity have fundamentally changed customer behaviour.
Consumers now easily compare competitors instantly, publicly share negative experiences, switch providers with ease, and influence the purchasing decisions of thousands of others online.
This evolution has made customer loyalty increasingly fragile. A single poor experience can quickly damage years of brand-building effort.
In highly competitive sectors where products and pricing are often similar, customer experience has emerged as one of the few sustainable competitive advantages.
Modern customers no longer evaluate organisations solely by product quality or pricing. Increasingly, they judge businesses by their responsiveness, reliability, transparency, empathy, and effectiveness in resolving problems.
Why Service Recovery Matters More Than Ever
Failures are no longer viewed as isolated operational incidents, especially in competitive service sectors. They are moments that directly influence customer trust, brand perception, and future purchasing behaviour.
Research across service industries consistently demonstrates that customers are often willing to forgive mistakes when organisations respond quickly, communicate honestly, show empathy, and resolve issues effectively.
Conversely, poor recovery experiences frequently create stronger dissatisfaction than the original service failure itself.
For many businesses, the greatest reputational damage does not arise from operational errors, but from delayed responses, poor communication, lack of accountability, and unresolved customer frustrations.
This has elevated service recovery into a central component of customer relationship management and competitive strategy.
Speed, a Competitive Weapon
In the modern service economy, speed is no longer merely operational efficiency; it is a basic customer expectation.
Consumers increasingly expect: immediate responses, real-time updates, fast complaint resolution, and proactive communication. Delays are often interpreted as incompetence, indifference, or organisational inefficiency.
Consequently, organisations are redesigning their service recovery frameworks to prioritize rapid intervention and customer reassurance.
A cursory assessment revealed that some businesses now operate dedicated customer experience teams, 24/7 support systems, AI-powered service platforms, automated escalation systems, and real-time issue monitoring dashboards.
The ability to resolve customer problems quickly is now a major source of competitive differentiation.
Technology Is Transforming Recovery Strategies
Technology is fundamentally reshaping how organisations manage service recovery. Across industries, companies are leveraging artificial intelligence, customer analytics, chatbots, predictive monitoring systems, and integrated digital support platforms.
These tools allow organisations to identify service failures earlier, monitor customer dissatisfaction, automate responses, personalize engagement, and accelerate resolution timelines.
Some organisations now proactively contact customers before complaints are formally lodged, using analytics to identify service disruptions in real time.
This means that the future of service recovery is increasingly preventive rather than purely reactive.
Service Recovery as a Brand Strategy
Forward-looking organisations are now treating service recovery as part of brand management strategy rather than operational damage control.
The logic is straightforward because, acquiring new customers is expensive, dissatisfied customers influence others, and loyalty is increasingly experience-driven.
Businesses are therefore measuring customer satisfaction, response times, complaint resolution rates, customer retention, and net promoter scores more aggressively than before.
In many industries, service recovery performance is now discussed at executive and board levels because of its direct relationship with profitability, reputation, and long-term growth.
A call to action
As industries become more digital, interconnected and customer-driven, service recovery will likely become even more important.
Therefore, organisations that succeed in the future will likely be those that respond rapidly, communicate transparently, empower employees, leverage technology intelligently, treat customers fairly, and place their (customers’) trust at the centre of recovery strategies.
Remember, customers now have more choices, less patience, and greater influence than ever before, a clear message to forward-looking organisations that when service breaks down, recovery is everything. Fix it fast or risk losing customers forever.
Writer: Mohammed Ali
Conflict at work is more common than you might think. According to 2022 research by The Myers-Briggs Company, more than a third of the workforce reports dealing with conflict often, very often, or all the time in the workplace.
Addressing a dispute might feel tense or awkward, but resolving the conflict is typically well worth it in the long run. Whether you are trying to mediate conflict between colleagues or are directly involved. Last week we looked at three and this week is the remaining four steps you can take to manage workplace conflict.
4. Find common ground
The best way to handle workplace conflict is to start with what you can agree on. Find common ground between the people engaging in conflict. If you are directly involved in the conflict, slow down and focus on results instead of who’s right.
If you are the mediator for conflict resolution between coworkers, observe the discussion and help point out the common ground others may not see.
5. Collectively brainstorm solutions
When deciding how to handle workplace conflict, it can be tempting to problem-solve on your own. Sometimes, it feels easier to work independently rather than collaboratively. However, if you want to achieve a lasting resolution, you will need to motivate your team to get involved.
Brainstorm possible solutions together, and solicit input from everyone involved on the pros and cons of each option until you settle on a solution that feels comfortable to everyone. This will help all team members feel a sense of ownership that can help prevent future conflicts.
6. Create an action plan
Once you have created an open dialogue around workplace conflicts, it is time to resolve them. Just like any other work goal, this requires creating a concrete plan and following through.
Create an action plan and then act on it. It does not matter what the plan is, as long as you commit to it and resolve the conflict as a result.
7. Reflect on what you learned
All conflicts offer an opportunity to grow and become a better communicator. Identify what went well and what did not.
Work with your whole team to gather learnings from the conflict so you can avoid similar situations in the future.
