Customer Treatment

The only issue is that I don't get enough customers at my shop. If my shop were inside a shopping mall, I would have many customers coming to my shop every day. In that case, I would be able to sell products at a fixed rate and keep a wide range of branded products at my shop. As I am a retailer, I have to keep all types of items and products at my shop. I have to keep both costly and cheaper products at my shop. If a customer comes to my shop to buy something, I don't want them to leave empty-handed. I always try to keep all the products that the customers want to buy. But if I don't have a product that the customer wants to buy, I will get it for them from somewhere. So, I always try to make sure that the customers leave my shop happy and satisfied.

If a customer comes to my shop in the evening and asks for a product that I don't have, I will ask them to give me until tomorrow so that I can go to the market to buy the product and deliver it to them in the morning. In return for doing that, most customers give five rupees as a tip. I mean, who gives 5 rupees as a tip nowadays? So, this is how I am running my business.

We serve tea or snacks to the customers. Mostly, people don't have it. If some people ask for tea, we order it. It is not a significant expense. We have to bear such negligible expenses to stay in this field.

We build relationships with customers, interact well, and provide quality goods. Customers come if we behave well. Speak well, don't get angry, make them sit when they visit, and interact well. So, customers will buy. I don't do anything else. I only serve those who come to my shop. What else can be done?

I build trust with my customers by simply talking to them. It is up to them whether they trust me or not. During our conversation, I discuss common topics. For instance, if a customer comes to me to get their phone's display fixed, I assure them of our excellent service and promise to do a good job. If they trust me, they will leave their phone with me. Otherwise, they will choose not to proceed.

Three things are important to bring customers back to the shop: the rate, behavior, and quality should be good. Only then will customers come. If our behavior is not good, the material is not good, or the quality is not good, customers will not come. We choose a good college for education. We consider Bangalore to be the best city for education. It is the best for education.

When more customers come during festivals, I ask the customer to purchase materials from somewhere else if they have an emergency. I cannot provide fast service due to limited space. If a customer asks for immediate material, I would not be able to provide it. There is someone standing behind you as well. I caught you and left the person behind. Then I caught the person behind. My behavior may become bad if I do not give a proper response. You should give a proper response to someone. I would provide you with some materials and then find someone else. I do not have greed. Satisfaction is the most important. If you have self-satisfaction, God will give you more.

We have to motivate them. If a customer asks me about the rate and I tell him the rate and ask him to take it, on what basis will he make the decision? It depends on factors such as my language and behavior, whether I am giving a guarantee, the quality of the products and raw materials, and if I can deliver on my promises. All of these factors are dependent on behavior; if the behavior is good, customers are more likely to make a purchase. If 15-20 customers come in a day, we aim to ensure that 90% of them leave with a purchase. This is our objective in our work. The language in Bangalore may be different, but we try to be familiar with their language so that they don't feel like outsiders. We aim to remove any language barriers for customers, managing the communication in their preferred way. We can explain things to local customers in our own way, but for customers from outside who may not be familiar with furniture, we explain things in their language and in a way that they can understand. This helps them feel that they are in the right place.

As I have already mentioned, we have been in this field since the beginning, so we automatically have customers. In some places, we come to know about new factories or industries. We have our own visits. We get customers from someone who found us online, such as India Mart or Google. Nowadays, people have a habit of searching for products on Google, so we also receive inquiries from there. Almost 50% of my clients are regular. We receive inquiries throughout the year. For example, if a new factory is being built, we provide them with the material for the first time and then we continue to receive inquiries from them. Once a customer becomes a customer, there is a 90% guarantee. We don't have an extraordinary strategy to make new customers regular. Our main strategy is competitive rates. There shouldn't be a problem with the rates. They shouldn't feel that the rate is too high or too low. Even if they feel it is too high, we go and correct it. If we are wrong, we analyze where we went wrong or if the client feels something is confusing because another supplier has given a different rate for a similar product, we address that issue and make necessary adjustments. We continuously seek feedback. If a new industry is formed, they inform us if there are any other problems. If there are problems, and we can solve them, we take necessary actions. However, we don't keep a record of it verbally. If the client stays connected with us continuously, then it is understandable.

The other issue is that the other booksellers here are extremely impolite. Regardless of whether you're a teacher or a coach, they treat you just like any other customer. On the contrary, we warmly welcome people and offer them tea. However, this is not reciprocated. If you engage with someone in a polite manner, it can make a significant impact. So, why would they redirect you to someone else? After all, they are sourcing books from us. We are responsible for delivering books to them. Unfortunately, no one else provides this level of service.

For regular customers, you should behave well. If a customer comes and says, "We don't have Rs.10 or Rs.20, we only have Rs.500. We will come and give it to you the day after tomorrow." I will say, "Okay, that's fine." They will come and give it to you. If they are giving Rs.500, why won't they give Rs.20? They don't have it, that's why they are unable to give it. Then they will come and give it to you later. When you come in the morning, my shop opens late. We open at 9.30. Yes, 9.30. The other shops open at 8.30. The kids wait for me. Even if they can get the book from the shop next to mine, they won't take it from the other shops.

Customers are important and because of them only our business is running. Sometimes customers try to bargain in spare parts, I deny them because I don’t use roadside spare parts in the vehicles. But sometimes for customer’s satisfaction we have to fix spare parts in cost price only. Our profit might be very low with that customer but we have to let go. Sometimes we don’t get profit also but we let customer do his way. We feel our customer base should not break down. Suppose a spare part would be worth 120/- and we want to sell it for 100/- but customer will demand it for 90/-. Sometimes we incur loss of 10-20/- and give it to the customers. We feel our customer should not break. We want next time that customer’s car to come to us only for repairing.

Yes we give towing service as well. If it is far distance then we charge them for towing, if it is 1-2 kms far then we give them free service.

Suppose customer comes to our workshop and whatever problem he was facing in his car, if that gets solved then customer says so and if he faces the problem again in the car, he says that again there is problem in his car. We then tell the customer to bring the car again to our workshop or we send our mechanic to the customer’s place for repairing it again.

A lot needs to be done for the customers ma’am, we can provide customers service same as available in the showroom. Once free servicing is done from the showroom, why customers do not go to the showroom after that? What is the psychology of the customers? In showroom they charge more labor payment. GST will be applied. On top of that there are timings from morning till evening; if servicing is not done today then you will get it tomorrow only. In our workshop immediately customer brings the car for servicing, work is done fast here on the car and within no time customer is told to take back his car. Here we give discount to the customers, at the showroom they would charge the same price whatever they would say. In showroom they don’t give discount of 1/- but we give discount of 10/- to the customers. Now we sell only spare parts. Washing of the car should be there but I don’t have that facility. It was done before but now it is stopped. Alignment balancing is done of the car by mechanics but that is also not there with me, it should be there I feel. Ours is mechanical related work then there is electric related work and for that I don’t have many spare parts for that, I feel that should be there with me too. I arrange that for my customers but I have to call up somebody for that at that time. I cannot keep censors also because in single car 50 censors are installed. Like that so many companies’ cars are there so we have to maintain very big range of censors. Sometimes in showroom also they don’t have this material. They come to us then. Maruti showroom people come to us for that. Hyundai showroom people also come to us. Halogen bulbs are not there in Hyundai showroom so they sometimes come to us to take it. Sometimes we don’t have the material so we go to the showroom and get that material. Like that there is vast range of materials in automobiles. Now foreign country vehicles have come up but Maruti, Hyundai, Mahindra are Indian companies only. Kia, Skoda, BMW, Volkswagen has come up. Like this the range becomes vaster day by day. We are not able to do fulfill all the customers. Even showroom cannot satisfy the customers in terms of material.

I have to maintain the staff, sometimes mechanics fight with some customers or customers fight with the mechanics, I have to solve that. I have to balance all that.

I do my work and they do their work. If customer creates the fuss related to the spare part or problem in his car then I have to interfere and explain everything to the customer. I have to maintain relation with the customers and with mechanics both. If anything wrong happens with the mechanics, I have to manage that also.

When a customer visits, we give them what they need. We satisfy the customers. We don't sell for a high price and keep the correct margin, so they like our shop. If a customer asks for an item, we have to give it to them. They have to like it. First they check if things are of good quality.

We don't know what the customer wants. When they come, everything is there. We give them a full display. If they say whatever they want, we give them what we have. Their tastes are so broad. When it comes to fancy items, there are a lot of preferences. We can't satisfy them. Even if we have a lot of items, they will sometimes ask for things that are not available. No matter how much variety you offer them, they will ask if you only have this much. For ladies as well, any item in fancy this is the scenario. We display a few items outside and other items which they ask will be inside. We should keep changing the display every 3 months. When they come and ask about the product, I will take it from inside. They will ask if it is in the same model. After online business entered, satisfying customers has become difficult.

We have 6-7 people during busy times. We manage quickly. Two will stay inside, and one will stay outside. We are worried about theft. We have a water can and tea for everyone. We provide breakfast for everyone, which is convenient. We are comfortable and don't feel tired. I tell the girls to go home around 5 or 6 am. They promise to sleep early. This time, I called their mom and advised her to get at least 2 hours of sleep. It's good for the body.

Yes, I only have female staff at my shop. We also have a section for undergarments. Most of the time, we have undergarments in stock. Additionally, we offer hair removers. Even today, 90% of women feel embarrassed. If you want to buy a pad, they feel embarrassed. If you want to buy a hair remover, there are no female employees or If you want to buy an undergarment, there are no female employees. What should you do? That's why I have only female staff members to ensure the customers' comfort.

I don't force anyone. When customers come, I provide them with love and affection. I give them whatever they want. I am familiar with new customers as I have been here for 20 years. When new customers arrive, I inform them that we also offer repair services. If an earring, ring, bracelet, or anklet breaks, we can fix it. You can leave it with us for a day, and we will have it ready for you the next day. Additionally, we provide courier services that cover all areas where I sell my products. We offer repairs and courier services. I make sure to provide them with all the necessary information.

The most important thing is how you speak. If you speak kindly, the customer will be interested. If you speak rudely and angrily, they won't come back.The one whose name I give, he has come. Okay, he has come now. You know, he comes.

To be frank, money keeps me active. I like doing this business; I have an interest in it. I enjoy providing service to people. We keep our shop open for 365 days; we never take a holiday. Even if there is any function, we keep our shop open. After attending the function, we come back to the shop. We only take a holiday on the second day of Diwali and Holi. We never take a holiday on national holidays either. If anybody is poor and doesn't have money but needs medicine, we give it to them free of cost. We think it won't make a difference to us if we serve 1-2 persons free of charge. If their needs are fulfilled, we feel content. They will at least speak well of us somewhere in society, saying that we didn't charge them.

I go to the shop and attend to customers as they arrive. I believe that once a customer comes to me, they won't go anywhere else. They come back to me again. Maybe it's the way I talk or the bond I form with them. I don't treat them just as customers, but more like friends. For example, when talking to you, I would treat you as a friend and speak freely like this. You have to talk freely, it is not like she is just a customer of our shop, if you treat her freely then they get attached to you.

Suppose you come to my shop today. Let's say you need a saree or something similar, but I don't have it. Instead, I will show you something else and convince you to buy it my way. I will tell you that it's the best option, that the other thing is no longer trendy and outdated, while this one is new and in trend. That's how I will handle a new customer.

I will turn a regular customer into a loyal customer. First, it starts with the impression they get when they visit my shop. If they like the attitude and helpfulness of the staff, or if they appreciate the way they showcase the latest fashion trends, they are more likely to come back. However, if I don't have a particular item at the moment, I will assure them that I will inform them when it becomes available. If I want to bring them back, I will find a way to convince them. I will emphasize that certain things are no longer trendy, while highlighting the latest fashionable items like sarees or kurtis.

Yes, I do have regular customers. They call me even when I'm not here and tell me what they want. There are about 15 to 20 people who have become my regular customers because I am talkative. Some people are drawn to me because of the way I communicate. However, if a customer approaches me and I show displeasure on my face or if I am not genuinely interested, they will not return. Therefore, I make sure to welcome them, engage in friendly conversation, and create a positive impression to attract them. As a result, they are more likely to come back.

We will try to understand first what the problem is, and sometimes there is an issue from them or from the staff. In Nagpur, there are many places where counterfeit medicines are sold. Yes, they are sold in large quantities. This life-saving drug comes in a strip of 15 tablets. If you take 2 or 5 tablets from me, and then come back after 2 days saying that you don't need them anymore, it becomes a problem for me. I have already given it to you, and usually, there is still plenty of time before the expiry date, because expired medicines are not put back on the market. This would result in a loss for me. Initially, I wasn't going to give it to you, but you mentioned that you would take these every month. So, upon your request, I gave it to you. However, later you came and told me that you don't need them anymore, and you only used two tablets and want to return the rest. This causes a loss for me. If the medicine is returned after 2 days, I don't accept it. I only accept it if it is in its original packaging or if it is in liquid form. As I have already given you the tablets, I cannot take them back.

Next is stock. I need to keep all products in my shop. If I don't keep products in the shop, customers will not come. If I have products, customers will come to my shop. So, next is the customer. I need to have good behavior with customers. Next, if I can invest more in my shop, this shop will run well. Since I am there to help her, staff is not required throughout the year.

We try to keep unique items in the shop. That's why I said, "Suppose you have gone to two shops and I have gone to three shops. He has gone to 6 shops." The wholesalers also purchase the products from somewhere. Some of them collect from Bombay; some collect from Delhi or Kolkata. Some bring the collection from Delhi and some take the collection from Kolkata. Now, not all people keep all kinds of items. If I find something unique, I buy it. What he thinks is unique, he also buys. One factor is price, and the other is goodwill. You should have goodwill and good behavior.

When there's a crowd in the shop and a customer asks for something but then leaves without taking it, that can be a cause for concern. Both of us are there, along with the staff, and we manage it. Customer may have asked for something from behind. Now I am handling two customers here, and there are also some other people here. Meanwhile, he is also handling two customers. I need to keep this in mind and be active when there are more customers. Both the brain and ear should be active. Then, I should also keep in mind whether she got what she wanted or not. I may ask her to stay for 5 minutes, and then she can go to another shop where there are fewer people.

If a new customer comes, we try to make them our regular customers based on what we say and the rates. We have to show them the quality of the products at our store and convince them. That's all. So, they will visit other shops and come here. There are a couple of huge wholesale stores nearby, and they will see the rates there and come. Some people may not like the quality, and some people just ask for the rates. For example, if they want around 2 times, they will inquire about the rates of at least 50 items. Sometimes they may want a particular item that is not available, so we will buy and keep it specifically for them. If we give them what they ask for, they will definitely come again next time. We should be friendly and talk to them. We must not be harsh towards them. Sometimes they may ask if we have a family, so we have to answer them as well. They will call and ask us for the items. There are 4-5 customers who call and place orders. They may visit once every 4 months, but the bill will come every month. So, we will deliver the order, collect the cash, and come back.

I can't do anything if customers aren't satisfied. Every customer will be different. There are customers who will buy some items, and for a while, they will buy from us. But after some time, they will stop coming completely and start buying from another store. However, if they are not happy with that store, they will come back here. If there is a rush, they may want to get the items quickly, but it will take time as there is a line. They might go away and get it from another store. Even there, there might be a rush, so they may come back to us. They have done this during festival time as well. However, I haven't encountered any rude customers, and we haven't been rude to anyone either. They will generally call or come back after an hour to collect the items. Sometimes, they will want us to deliver the items to their house, so we will deliver and then receive the payment. Some people will send the bill and go to work; they will instruct us to send the items to their house, where someone else will receive the delivery. Alternatively, some people will give us the bill and keep it ready in the evening, so that they can come back from work to collect it. we need to maintain accordingly, as the customer demands will be different on different days. Like today, we have a bill. He has told us to pack the items and deliver them by 8:30 at night because they will be home only by then. They gave us the bill in the morning itself.

To turn a one-time customer into a regular one, I invest time in addressing their concerns. I aim to meet their business needs. When a customer has a complaint about a product they've purchased from elsewhere, it's an opportunity for us. I try to provide personalized attention and explanations. Some shops prefer not to honor warranties because if they replace items under warranty, customers are likely to return frequently for replacements. Instead, they encourage customers to buy new items. We, on the other hand, inform customers about warranties and provide replacements, which builds trust. Customers know that when they come to our shop, they can have their needs addressed, items changed or replaced, and this trust leads to repeat business.

Quality and the way we talk to customers, how we present is also important. We often have customers requesting immediate product delivery. While we can't always guarantee instant delivery, we do our best to prioritize all orders and meet their needs. We aim to handle such situations effectively, maintaining patience and providing excellent service.

We will first explain the customers about the time and duration to avoid the misunderstandings. We then take the order and make new and deliver to them in 15 days.

Most of the time we try to sort customers’ problems; or even replace a particular product. We want to reach out to them positively. One person left a review on Google, and we reached out to them to provide a replacement. However, we've also encountered instances where reviews were fake. In our field, there is significant competition, and it's a concern when a staff member starts a new store next to our store. We've also noticed many instances of people using fake names associated with our brand. These concerns highlight the importance of showcasing one's talents and not engaging in unethical practices or stealing from others. In my view, it's crucial to respect and protect the talents of others.

To make new customers regular, we speak nicely to our customers and provide quality items. If we sell the items with a frowning face, they will not come to us. That's the only difference.

We are nice to our customers. We should encourage customers to buy the items. They should also feel that we are genuine towards them. We have to try and entice them to buy our products. [laugh]. Each one of them is different. If they speak nicely to us, it would be easy for us to motivate them. We would feel slightly disturbed if they go unsatisfied.

When a new customer arrives, I should welcome them warmly. When I had a grocery shop, I used to call them "annachi" (elder brother). If they are ladies, then I would call them "akka" or "amma". Since this is a chappal shop, I address them as sir. So, when they come, I first greet them by saying "vanga", which means "Please come". Then I inquire about their well-being. I mention that they haven't been coming to the shop for a long time. Even if I had met them a week or 10 days ago, I would still say that it's been a long time since we last met. Then I show them the models.I am courteous, and they feel happy about it. If we try to sell items with a frowning face, it will not happen. Even if we give them the items that they want, it would be like a machine dispensing things. So, it is always good to welcome them with a pleasant smile. When they enter the shop, it means money for us. They are walking on the road, so why should they come to us? Even if they purchase something for 10 rupees, it is profit for us. This is something that I learned in my childhood from my owners. They are gurus for us. I only completed my education till 6th standard, so all the shop owners whom I worked with are my teachers. But the present generation is not ready to learn from us. Earlier, people who worked under me are well off. But for the past 5 to 6 years, the people who come to me are not ready to listen. They choose the wrong path. As a result, these people have not succeeded in their lives. However, the people who worked with me in the beginning have started their own businesses. They thank me for guiding them. I am 53 years old, and my own shop owners are all 80 and above. But still, I remember them fondly.

First when I opened the shop for customers who purchased above 1000 rupees I gave a plate and tumbler. Now, as Diwali offer, we can give a 20% discount for some clothes. If we give 20% for lining it will be loss. For sarees we can give 20%. Each saree will be in different rate. For costly sarees we can give 20% and if it is less we can give 15%. If it is very less, then we can give 10%. So discounts will depend on the product. All the customers are the same and I don’t change the rate for regular customers. They bargain a lot, if it is suitable I will give a discount or else I wont. But 95% of the time, I don’t leave the customers. I will sell them for the original price if needed (no profit, no loss).

If we talk to the customers kindly and give them whatever they ask for correctly. We should treat them with respect. Then definitely they will come again. If we speak rudely they don’t come tomorrow. It depends on the way we speak. If something is unavailable, I ask them to come tomorrow and it will be available tomorrow. Whether they come or not we need to give explanations for them. We cannot say it is unavailable. It will be available tomorrow and today this is over. We used to cover it.