Thursday, June 27, 2013

Customer Service Stories... From Nepal with Love

I go to restaurants but do not frequent them.

Two days back I went to the A2B Restaurant at Velachery. Most of the servers here are from Nepal.

The server in charge of my table approached me and said: Sir, aap kya khayenge? (Sir, what will you
like to have?)

Me: Mein paper roast khavuunga. (I wish to have a paper roast)

He: Sir, wo tho bahuth bada rahega. Aap kha nahin payenge. Ghee roast le lijiye. Paisa kyoon
waste karna? (Sir, paper roast will be pretty big. You may not be able to eat it all. I suggest you
go in for Ghee roast. Why waste money?)

I immediately realised my mistake in order and how nicely he had suggested what I should have.
How many people will take such a stance and how many more will realise that what he said is indeed true
in their case (if it is so, as in my case?).

I related this to a friend of mine who said that he went to Apoorva Sangeetha in Greams Road with his
family and his friend's family. After completing the meal, a young girl in the family was asked if she wanted
any thing else. She ordered for a family dosa. Nobody noticed this and a three foot long dosa was brought
out of which she could eat hardly 5%. The rest was taken away as parcel!!

I appreciated this guy from Nepal for his excellent service and blessed him saying one day in the future
he will have his own restaurant. Is it not such people who come up in life?

Sunday, June 23, 2013

Holding the customer...and acquiring new ones

One among the most important business tactics is retention of customer and continuous service
in making him a life-long customer. Others are ready to grab a customer at the drop of a hat.

I buy milk regularly from a near-by shop and requested him to stop supply for a few days since
we were away.

Today morning I needed some milk and took it from another shop whose owner had informed
me in the past that milk would arrive at about 5 a.m. and kept in front of the shop. I could pick
up and pay later.

And this is what I exactly did today. I picked up 3 packets around 5.30 a.m (with a guilty feeling!!!)
when no-one was around.

I went at 6.30 a.m. to pay for the milk and told him that I had taken the milk earlier in the morning.

"Sir, you are one among us. Anytime you have the liberty to pick up the milk".

My usual guy who was back by then in the adjoining shop was a bit cut up. Sir, if you had told me, I would have supplied you. To which I said that we are still away and that from 1st of July you may resume supply.

It is a small business. But did you notice the attitude of the two shop keepers??

My friends in business, are you listening?!!

Saturday, June 22, 2013

Sale is not over till....

Sale is not over till...

Yes you know that.

The age-old adage is that the sale is not over till the payment is collected in full.

A customer walked in and after discussions purchased an air-conditioner. He made the full payment in advance.

My salesman was happy that the sale has been closed. He thought that his job is over!!

I told him: No. Your sale is not over. In this case your sale is over only when you have supplied and installed the unit in customer's place and he is happy with the product.

Thursday, June 6, 2013

You may help others........but!!

Yes, you may help others, but they should deserve to be helped.

A friend of mine had a few air-conditioners unsold for quite some time. I thought
I will help him and took four air-conditioners from him.

Today I voluntarily phoned him and told him that I'll take one more air-conditioner.
Further I told him to send the fifth unit and also collect payment for one unit.

He agreed to this arrangement.

In the evening he did not send the fifth unit and asked me to pay for five units (!!)
whereas he had supplied me only four.

Well, you see, such people do not deserve to be helped!