Why a Customer-Centric After-Sales Offer Matters More Than Ever

Why a Customer-Centric After-Sales Offer Matters More Than Ever

The recently concluded VerveLife 8.0 Grand Finale at the Eko Convention Centre, Victoria Island, Lagos, was a vibrant celebration of fitness, lifestyle, and entertainment.
The two-part event drew over 10,000 participants for an unforgettable day of workouts, masterclasses, and experiences that reflected Nigeria’s growing wellness culture.
However, one of the evening’s most memorable moments came when Chidera Nkem was announced as the winner of the grand prize—a brand-new Chery Tiggo 2, courtesy of Verve and Carloha-Chery.
The cheers that followed were quickly met with a practical question whispered among the crowd: “How will she maintain the car?” It was an insightful question—one that echoes the frustrations of many Nigerian vehicle owners.
High maintenance costs, a scarcity of trained technicians, and the proliferation of counterfeit spare parts have made car ownership an expensive and sometimes exasperating experience.
Another, perhaps unspoken, reason for the question was social perception. In many quarters, young people—especially young women—are often presumed incapable of maintaining modern, tech-driven vehicles without significant financial or professional standing.But this perception, and indeed the broader experience of vehicle ownership, is beginning to change. Forward-thinking automobile brands are reimagining what it means to own and maintain a vehicle, moving from a transactional relationship to a customer-centric, service-driven partnership.
In Chidera’s case, Carloha has ensured that she can drive her new Chery Tiggo 2 Pro with complete peace of mind. Thanks to Carloha Care 6-6-7, the company’s comprehensive after-sales package, her car is covered for six years—at no extra cost.
Here’s what that means: 6-Year Warranty: Every new Chery SUV or sedan purchased from Carloha comes with a six-year or 200,000km warranty, ensuring that any manufacturer-related defect is fixed at no cost to the owner.
Six-Year Free Service: Carloha also covers both parts and labour for routine servicing over the same six-year period, removing one of the biggest pain points in car ownership.
Seven-Day Repair Guarantee: If a repair takes longer than seven days, Carloha provides a courtesy car for the customer to use until the work is completed. This structured, customer-first approach goes beyond marketing—it represents a shift in how value is delivered.
Carloha’s after-sales model transforms car ownership from a burden into a long-term relationship built on trust and reliability.Imagine if every automobile brand in Nigeria embraced a similar philosophy.
The market would not only see more satisfied customers but also deeper brand loyalty and stronger consumer confidence. In today’s competitive environment, after-sales service is no longer an optional extra—it’s a strategic imperative.
As consumers become more discerning and value-driven, brands that place the customer experience at the heart of their operations will lead the way. Customer-centric after-sales care isn’t just good business—it’s the future of mobility.

Felix Mahan
General Manager Marketing
Carloha Nigeria