Not Being Sarkari

"To say what you mean, mean what you say—and not be mean when you say it."

Simran Bhargava on Art of Conversations

"People don’t want to communicate with an organization or a computer.
They want to talk to a real, live, responsive, responsible person who will listen and help them get satisfaction."

- Theo Michelson, State Farm Insurance

I went to check out Scorpio this Sunday with Zoobie at M&M showroom in Gurgaon. After waiting for 5 minutes, sales person came to attend us.

I asked him to show me Scorpio. He started with all technical things and my wife was looking at me as if acid rain is pouring on. She could not understand all those BHPs, engine CCs and torques, and wanted to run from the place. As a prospective customer, she does not want to know whether sales person knows all jargon or not. She wants to know what these things mean to her. Unfortunately sales man could not explain that.

People want to know

• how your products can make their life simple?
• how features can help them in their daily life?
• in what ways your products are different from what they are already using?
• why do you think that your product will deliver above promises?

Well, visit an Apple store and you will know how answering above questions will help your customers.

"People expect good service but few are willing to give it."

Robert Gately


Delhi traffic police helpline receives lot of complaints but aam janta always feel that their issues are never resolved by police. However, a fact was revealed by Traffic Police Commissioner in a radio interview that all complaints are acted upon but the complainant is never informed.

They are missing one important angle of feedback process - response to the customer. Response to customer complaint is as important as resolution of the complaint.

If Delhi Traffic Police starts responding to janta complaints, their reputation will improve and they would be able to build better relationships with people (which may not their priority!).

"A sale is not something you pursue, it is something that happens to you while you are immersed in serving your customer."

Unknown


eCustomerServiceWorld has a fast guide on The Container Store foundation principles.

Most striking is "Man in Desert". The Container store employees are told this story

"A man crawling through the desert gasping for a drink of water. He finds an oasis, where an ordinary retailer gives him water. If it had been a Container Store retailer, employees are told, he would have been told "Here’s some water. Do you also want something to eat? And I see from your wedding ring that you are married. How about we call your family and let them know you’re here." The principle is that you’re cheating the customer if you are not offering them the opportunity to buy more. "

Other foundation principles The Container Store are

1. Fill the other guy’s basket to the brim. Making money then becomes an easy proposition
   
2. One great person equals three good people
   
3. Intuition does not come to an unprepared mind
   
4. The best selection anywhere plus the best service plus the best or equal to the best price in our market area
   
5. Air of excitement

Principles are clearly employee and customer friendly.

Happy Employees = Satisfied Customers :-)

"He profits, most who serves best."
Arthur F. Sheldon


Written about responding to customers complaint in my last post. Read a complaint against newly launch BIG TV. Complaint is unattended for 6 days. Customer paid in advance for DTH service but service has not started yesterday. Complaint goes like this...

"Reliance Big TV has one of the worst customer service I have ever seen in my life. The 1-800 call center no does not work, the installation did not happen even after 6 days of buying the STB and despite me calling the Bombay call center no (022-30338888) mutltiple times on multiple days, the cal center guys are totally inexperienced and just do not have answers to the problem."

This is not a good sign for a new business as ignoring customer complaints will brand them as a company which does not care for customers. Unattended customer complaints are like silent bombs which are waiting to explode.