Caring your customer should be religion and not rule.
Promise and Non Delivery
- on Tuesday, March 25, 2008
- customer service, sarkari
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Most of Indians always ready to make commitments.
I was speaking to my loan agent and he was supposed call me after after five minutes. He was busy with some other client. He took window of five minutes to keep me happy. After twenty minutes, I was still looking at my watch and waiting for his call.
Couple of days ago, I called someone in my office and he was a part of some meeting and promised me call back after meeting is over. Well, still waiting for him to come out of his meeting !
This happens with most of organizations also when they over promise and under deliver. They become sarkari when this becomes part of their DNA and they ask for their customers to wait.
I was speaking to my loan agent and he was supposed call me after after five minutes. He was busy with some other client. He took window of five minutes to keep me happy. After twenty minutes, I was still looking at my watch and waiting for his call.
Couple of days ago, I called someone in my office and he was a part of some meeting and promised me call back after meeting is over. Well, still waiting for him to come out of his meeting !
This happens with most of organizations also when they over promise and under deliver. They become sarkari when this becomes part of their DNA and they ask for their customers to wait.
What is Sarkari?
- on Tuesday, March 18, 2008
- sarkari
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(Updated)
Sarkari (bureaucracy) means government characterized by specialization of functions, adherence to fixed rules, and a hierarchy of authority
When organizations
- start governing their customers
- exercising authority over customers
- administrating their laws on their loyal customers
- try to control and regulate interests of customers
- And all of the above is not in the interest of customers!
