The "Swimming Coach" Mistake: Why Your Auto-Reply is Failing

Hello and welcome to the podcast. Today's episode should be a very short 1 and we're going to be talking about using WhatsApp for business. Now I know some of you might be tired, but The thing is a lot of you are trying to use WhatsApp to promote your business and plenty of you are still using it incorrectly. So every single time I receive a WhatsApp message and you know the guy, no try and I come across those kinds of examples,

I figured I'll just come over here, just grab the mic, come on the podcast shop, shop, and then use that as a case study. So that won't be a matter of we're discussing what's happened in a very theoretical sense, or we're looking practically at examples of what you should not be doing when it comes to using WhatsApp to grow your business. So for those of you who are tired about these WhatsApp episodes, I beg no Vex. It's something I have to keep saying because lots of business owners in Nigeria of course use business.

I say business use WhatsApp to try and promote their their business. So for those of you who are discovering the show for the first time, my name is Tavishima Ayede. I'm a former lawyer turned business consultant. And every single day I come here, I give you business goodness. And if you're impressed and you want to connect, you can call, send me a text message or send me a WhatsApp message on 08064662140. Now today, the aspects, I mean,

the feature of WhatsApp are going to be talking about this, this whole thing of automated messages. Oh, sorry, I'm making today's recording out and about. So I'm in the parking lot. So that's why you're going to hear all the extra sound, you know, cars driving by. People just think, you know, things like that. In fact, Speaking of this parking lot thing, I had a coaching session yesterday. So immediately I called the guy.

Now the guy answered and he's like, I'm Mr. Tavish Shimmer. So what's up now? You did. The guy said, I hope you're not in the parking lot today. I laugh. I said, OK, you are beginning to roast me, Abby. No, no, no. So yesterday, then when I was talking with the guy, I was not in the parking lot. But, you know, yesterday I'm in the parking lot. All right, So the feature that we're going to be talking about today is this whole thing of automated messages because you know, our Nigerian business people like we love our automated messages.

Everybody wants to set up automated messages. I don't know if it's because people think it's more professional. Whatever the reason, sharp people are just in love with our automated messages. So every single business owner that you reach out to, you send a message. You won't receive a A, you won't receive a prompt response. You receive automated messages, automated messages. So this is one of those examples. So I was having a conversation with the chap.

He's a swimming coach. We have this conversation. I think maybe like maybe like four or five days ago now the guy is a swimming coach in my son's school and my son wants to be part of the swim team. In fact, to be honest, at this stage I'm not even sure again, because the coach, he approached me directly, they said that my boy has potential. So he wants my boy to be part of the swim team. But then again, you know how these kids can be.

I'm thinking that my son actually wants to be part of the school swim team. And so he's the one that is, you know, going to go and you understand, prod the coach so that the coach will now lean on me. So I will now say, OK, since your coach is the one that is saying it, go ahead, go and be part of the same thing. So through another teacher, the coach requested that I see him after school. Essential Noah Hala So started talking and it's like, you know,

your boy has potential. I was like, what's the criteria? How do you determine who's on the swimming team? I said, OK, people have to master at least three styles. You know, your boy knows three of them. You know, he called the different styles. You know, I can't, I can't remember the, the, the styles. Your boy knows three styles. So he's he's a good candidate. We just need to work on this, need to work on that, buy this equipment, buy that equipment.

When he was saying buy this equipment, buy the equipment, I was now thinking, OK, I see, I see, I see, I understand when we, you know, you can't, you can't knock a guy for trying to promote his also, you know, is, is normal, is normal, is good. So we have that conversation. And then of course, I was in a hurry because I just picked up the kids from school. So I told the guy, you know, give me a phone number, I'll holler you later.

And the guy said sure, no problem. So he called out his number. I collected it, I stored it. I figured I was going to call him later on, but you know how life can be now. So I forgot and then I left. Now, for those of you who are regular listeners of the podcast, you see the reason why I recommend that you are the one who has to take the initiative. Whenever you are dealing with a lead, whenever you are dealing with a contact, whenever you're dealing with a potential customer, you're the one who should be taking the lead.

Because you cannot expect that the potential customer, the potential client is the person who's going to use initiative and begin to follow up on you. Because your customers, your potential customers, you know, they have the thing that they're doing. They have the one that is on their mind. They have the thing that they're chasing. And so we cannot expect that they are going to now be responsible for, make themselves responsible for closing the sale.

Actually, it has to be you. You have to take the initiative. So whenever you're in this kind of context, like the swimming coach and somebody says give me your phone number, I'll buzz you later, You know, you two try and do something so you can collect the phone number as well. Now there are some people who say sure, no problem, this is my phone number, can you flash me now So that that way they get the phone number and then when they're ready, they can do their own follow up routines.

Now there's some people who do it the other way. Some people say sure, no problem, I'll give you my phone number. Sorry, I don't know it off the top of my head. Can you give me your own phone number? Let me flash you, then you have my own number. That's also another trick. People do, you know, I'm not convinced because really, who doesn't know his own phone number? But anyway, you know, these are just scopes that people use.

But either way, the goal is to make sure that you get some sort of contact so that you are the one who is going to be responsible for you're the one who's going to be responsible for following up and for maintaining the initiative and maintaining the momentum in this business relationship, this fledgling business relationship that you are trying to start. So excuse me, I just have small code and Catter recovering. Certainly that's mistake number one that the guy did.

So you're in that kind of situation. And when are the level of collecting digits? Don't just give the customer your digits, potential customer or digits and assume that the customer is the one that's going to follow up. No, you're the one, you're the business owner, you are the sales professional, you are the one who should take the initiative, collect the number 2. So you follow up because think about it. Now I got back to the guy, you know, it's like 4 days, you know, time don't pass anything that have happened in the four days.

I could have gone to do research, I could have found the competing coach or whatever and say no instead of the school team, let my son go here instead. Like all kinds of things are happening in the meantime. So you take responsibility for your financial destiny, for the growth of your business, take the initiative, collect that person's phone number then. So I didn't call the guy now because I have some kind runs to do and that's the reason why I'm currently in the parking lot right now because I had one or two things personal related I'm not going to share on the podcast.

And so I entered the car. Now I'm waiting for my wife and she might be a while. So I was OK, let me just record this one sharp, sharp. So I sent the guy a WhatsApp message. Oh, OK, Speaking of that wife, he is here. So one moment, let me just pause this and then I will get right back. OK, I'm back. Sorry about that. My wife just finished what she was doing and we had to move to a new location. So yeah, I'm still in the parking lot.

So you are still going to hear noise in the recording. Now I think before my wife interrupted us, I think I was trying to stress how you as a business person, you as the business owner, you as a sales professional, you are the person who ought to take the initiative. So try and make sure that you get the person's contact details because you never know what's going to happen. So I sent the guy a WhatsApp message and OK, let me just read the message.

So I sent him a message and I said good morning Coach, this is so, so, so and so's. Dad, sorry, I forgot to call you earlier. It's concerning the swimming thing we discussed for XYZ school in March. Then I put a question. The extra equipment that you mentioned to me, please, what are they? Of course, you know, typical message now, because when people reach out normal, normal, the first thing they were asked is how much more or less.

Now this is the message that came back from the guy immediately I sent it 1025. Before I closed the message, something entered my own inbox. That's him 1025 and this is what in red. This was the auto response message. The auto response message said my name is coach so, so so and so. I'm from Edo State. I am the head swim coach of XYZ school. I'm passionate about teaching children essential swimming skills. With over 8 years of experience at the head swim coach at American International School and Sports Director at the German International School Abuja, ETC have developed a unique approach to swimming instruction.

My methods focus on creating a safe and supportive fun environment that encourages children to learn. And then you know the guy put swimming emoji, swimming emoji, swimming emoji. Now for those of you who've been listening to my podcast for a while, you can see the point of what it is that I've been trying to say about these whole automated messages. You will are using automated messages wrong. And they're not driving, they're not giving any value to the customer.

When somebody sends you a message to say, how far are you available? What's up? How much does it cost for X, How much does it cost for Y? Is this something you can do? Of what benefit is it to the customer to receive a message saying, hello, this is me, these are my qualifications, these are my years of experience, This is how we help people. And then the message just end like that. Have you answered the person's question?

When somebody sends you a WhatsApp text message to say how much is XYZ and then you put this kind of automated message, have you answered the person's question? OK, you know, understand what I mean when I say you are given a certain amount of tension because something has come into the inbox, but the customer knows that this message that I have received is automated and it's not even addressing what I want to know. Now for those of you who, how do I put it, who are being stubborn about this, this is what happens in real life now because I'm nervous that I haven't received the answer to my message.

What I do was I just acted my first message and I told him my inquiry is above. I thought it was just me who used to do it, but I've been asking around and I thought that my wife does the same thing and not just me. I've been asking around and it looks like this is what Nigerians are doing. Basically like you send a message, this automated thing comes in, it's of no value. So you have to act and say, this is my inquiry.

And then unfortunately for most people, what happens again, Boogaloo, another message and what is it is an automated message that still does not address the question and still does not answer the issue. You're causing frustration in the minds of your potential customers and clients. For those of you who are using these automated messages and you are using these automated messages wrong. So every single person this morning, what's today's date on the 12th of February 2026, every single person who I sent this guy a message to say oh boy, how far are you available On this date?

The response that came in is my name is Coach Ususo Anso, I'm from Meadow State. I'm the head swing coach at this this this school. I'm passionate about teaching children essential swimming skills. With over 8 years of experience as the head swim coach at American International School and Sports Director at German International School, ETC. I've developed a unique approach to swimming instruction. My methods focus on creating a safe, supportive and fun environment that causes children to learn.

So somebody who sent the guy a message, Pimpim, are you available for February 14th? This is the response the person will get. There's somebody like me who's trying to find out about Price who has sent a message saying guy, how far that extra equipment that we discussed, how much is it? This is the same message that we have received. My name is Coach, I'm from this state. I'm the head stream coach of this school. This is my previous experience.

I have eight years experience and I have a unique approach that teaches people how to swim. Then for customers who maybe have one or two complaints because it's normal, there's no how you won't do business. They won't have complaints with people. So somebody now who is sending in a complaint that look, I don't like the way you treated my child or this lesson that we did, you only did it for two hours. It's supposed to be 3.

Whatever the complaint is, the person will send a message and then the response that they received in their message is what? My name is coach. I'm from middle states. I'm the head SIM coach at this school. I have 8 years of experience and it is in this American school, this German school, blah blah blah. I have a unique approach blah blah blah blah blah blah blah. So every single person that send this guy a message today on the 12th of February, this is the response that they've received.

In case it's not, you're not getting it. For those of you who still insist, this is exactly the kind of customer experience that you're giving your customers is the same. You create a one-size-fits-all message that is supposed to like really those of you who are still insisting on doing these automated response messages on WhatsApp, like what are you trying to achieve? You just want a response to be in somebody's box just for the sake of response.

It's not like that. It's not like that. There are two things. I was talking about this over and over again. There are two things that are evolved #1 is timeliness #2 is responsiveness. Everybody's paying attention to the timeliness part. It's not about timeliness, it's about responsiveness. Timeliness is did you respond quick? Responsiveness is the message that you you sent when you go back to the person, was it of any value?

There are two things in the in the equation. Two things. Please listen, it's not just timeliness, it's also responsiveness, the value of the response. In my own opinion, given where we are in Nigeria in 2026, where you know if you respond to somebody in 2-3 hours, it's not bad. Now I know in America and in the UK, they're pushing for faster response times, they're pushing for minutes. So maybe in the UK, if you respond to somebody in two hours, the person go vex,

serious vex. But Nigeria, we are not there yet. If somebody messages you by 10, you respond to them by noon. In Niger, I think it's still OK. You respond one hour, 2 hours is still OK. I really think most Nigerian business people, you're better off not using an automated response message. Then you get back to this person as soon as possible, whether it's 45 minutes, one hour, or two hours. And then your message is responsive, meaning the concern that the person has the message is actually giving them some value to try and address that concern.

So please listen up everyone. It is not just timeliness of the response, it is about the responsiveness as well. The person sent in a message, they want to ask how much? Don't ask are you available? They want to complain, they want something to be resolved. It's about responsiveness. Was there any value in the automated response that came? And you know it's about responsiveness now. This is the reason why I say that most Nigerian business owners forget about automation.

You do not have enough data to program these chat things to cater for every single scenario. You don't have enough data to program all these tools. You don't. Now, there are some impressive tools like money coach. Is it money coach Abby? Sorry, money texts, Abby, many texts or something that people use for Instagram automation and things like that. You know, that one is, is a basic decision, a decision tree. But The thing is you still need some level of experience to be able to anticipate.

Now, OK, when people are messaging me, what are the kinds of things that they ask, when they ask, what are kinds of things that we should respond? In that one, you have to come up with a decision tree. So you still need data and you still need experience to be able to come up with a decision tree that works so that if one person sends a message to say, oh boy, how far are you available on the 14th, the bot will continue the message in that lane.

Or if somebody's calling to say, I don't like the way you handle social So with my child's during the last swimming lesson, the bot will continue the message in that lane. If somebody's saying how far would this is, how much does it cost? The bot will continue the message in handling. So until you have enough data and you're sophisticated enough to use money chat or whatever The thing is called and all these other tools and program in a decision tree that is exhaustive, please, you are better off staying away from these things and just focus on trying to be responsive.

Please, you guys who are listening, don't be, don't be don't get me twisted or don't think as if you know, I'm pissed. So I'm coming up here to just form it on top of these guys matter. It's not like that. I'm not using this as another case study to show you how lots of you are using these messages wrong. Anyway, I added the guy added the message and I said my inquiries above and then funny enough, this is the reason why I

say responsible. They're funny enough, the guy responded. Guess when he responded, he responded at 10:40. My first message was what 1025 automated message came in when 1025 the guy responded human being at 10:40. Now see, see my rationale, see my logic? If the guy had just relaxed and responded, a human being responded at 10:40. Remember in the UK and America they're pushing for minutes. In Niger, you know ours are still OK by Niger levels.

If somebody send you a message 1025, you respond at 10:40, is it OK? Is that not a 15 minute response window? Is it OK? It's not bad by Nigerian standards, it's not bad. So let me guess that this is the guy's average response time. 15 minutes is OK. Remove the automated message and be responding in that 15/15/2020 minutes. It's all right now Niger, we did like people are OK. You send somebody a message, 10 to pay, they respond, 11

according to Niger levels is all right. It's fine for now in 2026, if you're listening in, you know 2056 and business culture has changed in Niger and people are now expecting minute by minute response. OK, no problem. Then ignore every single thing I've said. But in Nigeria of today, you are fine. Stop using these automated things. You're creating a poor customer experience. You're creating frustration. For your customers, you're not providing value at all.

You're being timely, but you're not being responsive. It's not just the time, it's also the value that is there. And for a lot of you, honestly speaking, it's not bad because the typical thing that happens in this case, like this guy is unfortunately, it's two extremes. I've not seen anybody in the middle. It is either the automated message comes in now and then the real human being responds in 20 minutes, or the worst case scenario, which is the automated message comes in now and then three days later, the guy will now respond to the human being.

Because you think that somebody's waiting for you for three days. You don't think there's competition. If you're a swimming coach, you don't think there are other swimming coaches. If you sell solar, you don't think there are other people who sell solar. If you sell water purifiers, you think somebody can go on Google and look for water purifier. If you sell cars, you don't think somebody can go on Instagram or whatever to see who, which other person has that same model.

If you're a cardiologist, you don't think somebody can go on Google and type, you know, best cardiologist in Abuja or cardiologist near me, you think they'll be waiting for you in three days. Unfortunately, that's it. Looks like that's where we are. People are either on one extreme or the other. They use the automated message, but actually they get back to you in 20-30 minutes or they use the automated message and then they get back to you in three or four days.

So my own opinion, take these things off. If you're going to leave them in your WhatsApp inbox, this is the best way to do it. Automated messages actually started from e-mail culture. All right, Remember they started from e-mail culture and in the old days, e-mail culture. What were those automated messages for? It was an out of office message. I repeat, it was an out of office message. It was not something that was designed to fool people into thinking that they're having a conversation with someone or that they're having their responses dealt with.

It was an out of office message. So the traditional thing in e-mail was the message would say thank you very much for your message. Unfortunately, I am not around right now to respond. If it is an emergency, please call Chukwudi on 080, blah, blah, blah, blah, blah. If it's not an emergency, no Vex, I'll be back at my desk by 4:00 PM and I'll buzz you back immediately, ma'am. That's it. That's the scope. Now, it's not entirely valuable,

but you have set some expectations, all right? You've let the person know that you are on the field. So if you're a wedding photographer, that's the kind of message to set. The person will figure OK, the guy they shoot, it's OK or you know, whatever the guy issued hospital visit like life happens. They'll just know that you're not around now then you've given an alternative contact if this thing is an emergency. Call my partner Chukudi on this that if not, I will get back to you before 6:00 PM.

So now for the Madam who is sending this stream coach a message saying I don't like the way you handle this session or something, something, something. And she received that response. She can now call the partner Chukudi at 080 and say, Chukudi, these people are doing for my son. I do not like it. And human will vent and she's you'll be able to resolve this thing. Sharp, sharp, sharp because he gave an alternative contact for the person who is asking oh boy,

how much? And the person has money and they want to make transfer. You will not lose on that transfer because Chukudi and the guy will be able to talk quick, quick, quick. The person will make transfer, but the person wants to find out are you available? The person will be able to contact you quickly and discuss directly and you'll be able to book instead of the guy not hear from you. And then he will now go and pay another swim coach you know to handle the session on February 14th or whatever date it is that you're considering.

So for the I don't know how many times I've said it, Let me say it again in case I'm not being clear enough, Turn these things off on your phone if you must use them. The traditional method that has worked for decades is out of office message and out of office message acknowledges that you are currently not around, so you cannot respond to the message. Then it gives an alternative contact if it is an emergency or if you need an immediate response, call this person on.

So, so, so, so, so. And then you set an expectation. I'll be back at my desk at 6:00 PM. It was not an emergency. I'll respond to you then. So even though the person will very small, at least expectations has been set. Is it an emergency? This is another person I can follow up on. It's not an emergency. OK, no problem. Tavishima will call me back at six. That is how you are supposed to use these things. But my honest opinion, most of you turn this thing off.

You're not using it in any way that is giving value either to you or to your customers. All right, so that's it. That's the Rick that I want to call my Rick for you guys today. So thank you very much for listening to the podcast. Remember, if you'd love to connect, you can call, send me a text message or a WhatsApp message on 08064662140. And no, I don't do any automated messages. I try to get back to people as quickly as possible.

And let's see what else. Yeah, so I have an open door policy. I'll be opening open inbox policy. So if you have any business questions that you want answered, that's fine. I can answer business questions for free. It's just that if you're looking for free advice, I will answer one question only. If you'd like some more of my time, we can schedule a consulting session. Don't worry. I understand not everybody hold back.

That's why I have different options ranging from 400 all the way down to 15 K. But if you're looking for free advice, just say so in the message. I will respond, but I will answer one question only. So thank you very much for your time and attention. Sorry about that. Somebody's alarm is going off in the background. And then also remember that for those of you who have 345 business ideas, you don't know which one to pick from because I

noticed that some of you have started taking me up on the offer. Please reach out. I would love to help you get sorted. We'll figure out which of your many business ideas to start. Then we'll validate which idea has market potential behind it, which one has demand, which one are people willing to pay for? And then we'll also come up with the selling framework so that you can get people to not only buy today, but to come back and buy tomorrow and next tomorrow.

And then send their friends, their family members, their enemies, their, you know, whoever to come and buy from you. So that's the scope. So just call me, send me a text message or a WhatsApp message on 080646621400. And also related related to what we spoke about today. If you insist on using this WhatsApp thing and you think it can be done, you want to reach out so we can discuss a better automated response strategy that you can use in your business.

Noah Hala reach out phone number is the same 08064662140. Thanks for your time and attention. I'll catch you all some other time.