I should NEVER have come to the Book Store with the WORST Customer Service!

Drenched, tired, and thoroughly agitated, I disembarked from my local train. Hanging precariously from the open doors of the train in the pouring rain was never my idea of a pleasant commute. This particular Saturday evening was shrouded in darkness, thanks to the thick, rain-laden clouds obscuring the sun. As I made my way home from the station, I stumbled upon the bustling alley that typically housed a variety of shops, from clothing boutiques to jewelry stores. Amidst the glitter and bustle, one shop stood out—a newly opened bookstore tucked away in a corner that had been desolate for as long as I could remember. It was adorned with fancy lights and glittering decor, beckoning readers to explore a world of books, spanning from fiction to finance and thrillers.

As an avid bookworm, I was instantly drawn to the idea of buying the entire stock and immersing myself in the ocean of books this store had to offer. Summoning some courage, I took a deep breath and pushed open the glass door, determined to buy just one book to enjoy the next day on my balcony with a steaming cup of coffee. But as soon as I entered, a raspy voice filled the room, commanding, "Chalu nahi hua hai, agle hafte aana" (It's not open yet, come back next week). Bewildered, I turned to see the owner, standing there, motioning for me to leave. Embarrassed, I asked if I could at least browse the books to decide what to buy later. After some reluctance, he allowed me to pick a book, his impatience evident.

"Jaldi karo bhai, kitna sochoge" (Hurry up, how much will you think), he grumbled. Personally, I believe that buying a book is like finding the missing piece of a jigsaw puzzle. You search for that piece that resonates most with you, and once you read it, it satisfies your unquenchable thirst for knowledge. The incessant pestering from the shopkeeper only added to my irritation. Eventually, I managed to select two books and placed them on the counter. The books were priced at Rs. 700 and Rs. 800 respectively. I asked for a discount since I was buying two books, to which he replied, "Aap 10 book bhi khareed lo lekin fir bhi mai aapko koi discount nahi dunga" (You can buy 10 books, but I won't give you any discount). I had enough. I promptly told him I didn't want the books and walked out. I later bought the same books from another store a few days later.

In a world where alternatives and substitutes abound, and where customers can switch service providers in an instant, showing a lack of understanding and respect for the customer is like strangling your own business.

Here are the invaluable lessons I learned from this encounter:

?? Importance of Politeness and Respect: "The Customer is King" is a phrase we've all heard throughout our lives. If we don't treat our customers like royalty, do we really expect them to shower us with their hard-earned money?

?? Optimum Service: Had the shopkeeper asked about my interests and preferred genres and acted as a consultant, I might not only have bought books there repeatedly, but I would have also recommended the store to friends and family. The shopkeeper missed out on potential repeat business and word-of-mouth marketing due to poor customer service.

? Understanding Uncertainty: Some of the most significant relationships in life and business are born out of unexpected encounters and have no predefined timeline. Sales don't adhere to a strict schedule.

That day, the shopkeeper didn't just lose a sale; he lost his brand's reputation and credibility in the eyes of a potential customer.

So, let's remember the enduring power of politeness, respect, and exceptional service, for they are the cornerstones of lasting customer relationships and business success.