Winning
Malls today are fish-markets given a useless makeover. The makeover has made the stores snobbish while losing the personal touch they provided back in the traditional markets.
While walking into a Titan showroom in a mall here in Ahmedabad, I was a little sceptical that I’d get an indifferent treatment. More so because I wanted to get my watch fixed (a pin in the strap had to be replaced) which didn’t belong to that brand. The salesman first refused, following the rules given taught to him. The manager then approached, happily decided to make an exception and charged me the usual fee. The people there did not make me feel as if it was a favour, but as if it was one of their duties they were delighted to perform.
This experience would certainly earn recommendations from me.
That’s winning a future customer or rather customers!
It’s just not about how you treat your existing ones… It’s also how you manage to create future ones.
It’s not just the product but putting in the human aspect into creating and selling it.
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No one would dare give YOU indifferent treatment. :)
True, have you wondered why despite all the Food Bazaars , the neighbourhood Kirana store is still flourishing?
Titan & Tanishq are KNOWN for their sensitivity to customers. It’s something that’s part of the value system they possess as part of the TATA group :)
and of course, I second austy on the YOU part too ;)
austere - exactly. the kirana stores know what you need, how your family is, which school chunnu-munnus study in. we indians need that personal touch!
pratish - there have been certain exceptions made at westside stores where the staff was clueless and brash. other than that i guess i wud agree that most of tata’s retail staff is well trained.
and me? arrey bhai at times i let them take their daily frustration out on me… only sometimes ;)
>It’s not just the product but putting in the human aspect into creating and selling it.
well said