Chapter 8: Customer Service Experience

“Customer experience is the next competitive battleground. It’s where business is going to be won or lost” -Tom Knighton

In this section I intent to share “Customer Service Experience” based on day-to-day interactions with a few ‘roadside teachers’ (non-MBA, non-B-School) which we normally may not notice, or just ignore.

We used to buy tender coconuts from Mr. Rajendran, who sells at roadside in a small pushcart. In fact, my family looks forward to meeting him every week and buy it from him. We may get it cheaper from other vendors; however, our preference is for this person. If we call on his mobile and inform him in advance, the required numbers will be ready when we reach the spot. ??Each time he welcomes us with the same warmth with his glowing face and smile. At times, when my wife was not accompanying me, he used to enquire as to how is the madam sir.? He searches for the best of the tender coconuts available. We always find him providing the best quality. Slowly we started conversing with him beyond the purchase of tender coconut: chat about market conditions and enquire about his family and kids. I was introspecting how this bondage developed over a period. I am sure that we go to him because he provides the best available, pays personal attention and always serves with a smile. Even on the day he accidently cut his hand and was standing with a bandage, his courtesy was in-tact. Over and above, he looks forward to welcoming us each time. Not sure how he developed such an intimacy with us, although we are only one among his many customers who buys once in a week. He might have people who buy every day as well.

I would like to share yet another experience with a fruit vendor close to my house who provides us the best quality. At times when his stock dwindles or fresh items unavailable, he will openly tell me ‘Sir this is not good, will give you the fresh ones tomorrow on couple of occasions we found few items were totally spoiled, and when brought to his notice, without even ? second thought, he replaced them with the good ones immediately.?? Of course, he could have avoided saying sometimes it happens as these are perishables items. Any time I walk into his shop he always receives with a warmth and smiling face and tells us what fruits to choose. I had seen him welcoming each customer in that fashion. ?Thereafter, we developed a practice/habit of buying fruits from his shop only.

In the above examples, both the roadside vendors are literate but their formal educational might not gone beyond matriculation level; they are quite?ignorant of the jargons or management terminologies.? However, they are practically demonstrating many of those lessons taught in B-Schools.? What we observe here is that their single-minded goal to satisfy each one of the customers walks into their shop.

I suggest each one of us keep our eyes and ears open and observe such small things which all of us experience in our day-to-day life. To own a book, we must pay for it and find time and read it, whereas these powerful lessons come at no extra cost or time. While you are engaged in domestic matters, just be observant of what is happening around you. I recently watched a powerful video by Robin Sharma on “World Class Customer Service”, citing an example of a hotel, he provided us certain valuable inputs which are essential in creating a “World Class Customer Service Organization”:

·?????? It is the little things that makes big difference

·?????? Customer is king (in the video, the usage is “Guest is God”)

·?????? Perfection

·?????? Passion

·?????? Service

·?????? The answer is “YES”, now tell me the question. Adopt a winning mind set

These vendors have been displaying all the above and more to the delight of their customers. How have they made it possible? It is because of their “Passion” and “Ownership” they have towards what they are doing. I learnt the following five lessons from these great teachers (tender coconut and fruit vendors):

1.?? Start every day on a fresh note and treat each one walks into you as a special customer.

2.?? Provide the best service possible.

3.?? Be transparent to the customer.

4.?? Understand customer expectations and requirements.

5.?? Service with a smile and keep customer happy despite your personal problem(s).

All their above actions were very natural.

“Customers make our pay day possible”

Written by Ram Ramakrishnan (Success Coach)

Email: [email protected]

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