Home > Retailing > Retail Punchtantra- Chapter 7

Retail Punchtantra- Chapter 7

Last week’s lesson changed Bada Babu’s life forever. He understood the way to lead his team by example. He decided to master that skill. Luckily, housekeeping lady was not shown up on that Friday. Without delegating the housekeeping work to anyone else, Bada Babu took the tools to clean the washrooms and back office. Suddenly others noticed what their boss was doing. They rushed to him and told him, “Sir please give me the broom. I will do it.”

He was happy in what was happening. Till one or two days back most of them were not even ready to mop the shop floor. Now they are fighting to clean the washroom. He experienced the power of lead by example.

He told that incident to Mathaji.

“Now you have mastered people. Now you have a team and you can do the business.”

A businesswoman had flown into Dallas for meeting a client. Her plan included a quick turnaround trip from and back to the airport. A spotless cab pulled up.

The driver rushed to open the passenger door for her and made sure his passenger was comfortably seated before he closed the door. As he got in the driver’s seat, he mentioned that the neatly folded Wall Street Journal next to the passenger for her use.

Driver then showed her several tapes and asked her what type of music she would enjoy.

She was flabbergasted. She never experienced such an experience anywhere. She was curious to know what made him Great Customer Service Champion.

He was humble and was not clear about what made him great. But he told, “One thing I know for sure, to be good in my business I could simply just meet the expectations of my passengers. But, to be GREAT in my business, I have to EXCEED the customer’s expectations!”

“You might get the message my boy,” Mathaji said.

“Yes. GO AN EXTRA MILE IN CUSTOMER SERVICE

“You have to find out ways to surprise or engage your customers. If you want ideas from me, you have to pay,” she joked.

“Why hair dressers are keeping film magazines in their shops. Just to engage their customers who are waiting. Like that you will get ideas. Go and search.”

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Categories: Retailing Tags: , ,
  1. Sandip Balakrishnan
    September 8, 2012 at 5:49 am

    Always find retailing to be simple and logical..every time it is presented in an interesting manner.Great going Sijin!

    • September 11, 2012 at 12:19 am

      Really simplicity is the beauty of retailing and it needs just commonsense. But unfortunately, we are making it complex by using our nonsense.

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