‘Saving the home front inspired our online grocery store’
Daily Trust: How did you start your online grocery company? Ugonna Arthur Nwaeze: Nkataa started in 2014. We are trying to be a solution to the home in the area of groceries. We supply every single grocery item the home needs, such as meat, vegetables and canned food, on a daily basis. DT: What inspired […]
Daily Trust: How did you start your online grocery company?
Ugonna Arthur Nwaeze: Nkataa started in 2014. We are trying to be a solution to the home in the area of groceries. We supply every single grocery item the home needs, such as meat, vegetables and canned food, on a daily basis.
DT: What inspired the innovation?
Nwaeze: I got this inspiration when I moved out of my family house and realised I under-estimated the role my mum was playing in my life. I figured out that grocery shopping is key to my daily life and I had not paid attention to it all my life because I was living in a house where everything was provided for me.
When I moved out, people would come to my house and I would realise I did not have some basic things, such as tissue or water. When I needed something, like water, I would go out and buy some cartons and later still be stranded because there were some other needs. I decided that I needed to create something for people that are like me and don’t have the time to do certain things, so they can plan their time and focus on other things. They can just place an order online and it will get to them.
DT: What was it like when you started in 2014?
Nwaeze: When we started, it was difficult to convince people because they doubted if we were real and actually existed. We had to convince them that we are a company that will deliver their stuff. The challenge was that people did not trust shopping online.
Another was the fact that they couldn’t see the vegetables until it was taken to them. So they were wondering what the guarantee was on quality and if they could return it. We told them they can. We actually have field people in the market who are experienced and select the best vegetables and fruits. Of course, we have had some cases where buyers return our goods. The struggle initially was getting customers, but by the time we got customers to try out our services and products we started to grow.
DT: You are in a new office at Utako. Where did you begin operations from?
Nwaeze: We started in a flat in Mabushi, but it was difficult to operate from there.
DT: Why?
Nwaeze: Difficult because we were not close to any market where we could get fresh items from, so when orders came it was difficult to keep going out. Again, storage was a problem.
DT: Do you have a spot in the market?
Nwaeze: Yes, we do. What we have in the market are just basic items. Most of our vegetables come from Jos. We have vendors who bring them in, as well as other companies or supermarkets.
DT: Do you have any competition?
Nwaeze: We here don’t focus on competition because we have so much work to do. This morning, for example, we looked at the previous week and areas we should improve on.
DT: What’s your staff strength?
Nwaeze: We are 40. We have a very young team responsible for the growth and creativity associated with Nkataa. Basically, I just put a group of young individuals together and then allow them to be creative. That’s how we got to where we are today.
DT: What’s your educational background?
Nwaeze: I am an Electrical Engineer and studied at the University of Loughborough in the United Kingdom.
DT: How challenging was it starting off?
Nwaeze: It was difficult. I had to start with what I had. In our office in Mabushi, there was virtually no office space and we were walking over products. We had everybody doing everything. But now we have people doing specific tasks. We started very small.
DT: What does it take to place an order for groceries?
Nwaeze: There are so many options on how you can shop on Nkataa. If you are used to shopping online you wouldn’t find it hard. You select your product and either pay online or pay on delivery, by cash or POS, or do an instant transfer to us. Once we confirm payment, we come to you. In fact, we even deliver some of our customers’ goods and leave without waiting to be paid because we know they will pay up. We have that sort of relationship with our customers.
Another option is to call, so even people that cannot use computers or cannot go online can still reach us. Also, customers can send a WhatsApp message or BBM.
DT: What’s the worst experience you have had on the job?
Nwaeze: I have met some unhappy customers. It bleeds my heart to meet such customers. I had a terrible experience once, a mix-up really, when a customer placed an order and we tried to get in touch with her but she had switched off her phone. We tried to get in touch with her the whole day.
We have had cases where we took items to someone’s house and there was no one to receive them. Now, we like to confirm before going. The customer was displeased and sent us an email that she had been waiting at home for us and would never shop with us. We patiently explained to her and it was soon resolved.
DT: How do you deliver?
Nwaeze: We have bikes and vans that do that.
DT: So, what has been the good experience?
Nwaeze: I have been to many places where people tell me I am a life saver. There’s a couple that said I saved their marriage. They are newlyweds and the wife wasn’t used to going to the market. So somehow, while she was struggling to meet up with the demands in the home, she found Nkataa. She’s one of our biggest customers right now. She’s one very happy customer that we have.
We have a lot of vendors saying they want to put their electronics on our site, but we say no, we want to focus on what people need. Food and household items are number one, and then cleaning items. Once young couples don’t have to think of these things, it helps them spend more time with their family.
DT: So do you have a plan for a physical restaurant?
Nwaeze: We are working on something and it will soon be ready. It will be a canteen because we have customers who may want to walk down to us and eat.
DT: Would the grocery shop remain the core of what you do?
Nwaeze: Yes, delivering groceries is the core. But now when you want to buy some stuff you are sometimes already hungry, so you can order for perhaps pepper soup and rice and it comes with your groceries. We get that a lot now.