Go Out. Connect! or You Will be Disconnected!
My recent trip to one of our #Northern markets was a pleasant surprise and a delightful experience to see good work that our #dealership is doing there.
Good practices always deliver great results and the intent of this blog is to touch upon one of them. Customer Centricity!
Why do people delegate to others to enquire about the customers pulse & insights?
Mr. #Nandan Nilekani told me very wisely “Nikhil, one third of your time has to be given to interact with your customers and don’t get busy for all the wrong reasons”. I ensure every month to visit my customers gathering their experiences and feedback to help us deliver the best to them. If others in the company, our dealer partners miss this customer connect, we all will lose out in the longer run.
Our dealers are the real face of Escorts, ambassador of trust and legacy, custodians of faith and value. They need to connect and meet the customers to extend the value and company’s promise of delivering the best. This cannot be delegated!
So to all my dealer friends and employees at #Escorts, please ensure you take out time to go out of your offices because some of your most important meetings are not being scheduled by your assistant. Believe me, you will come back with valuable insights, views and learning.
I want Escorts to become the most trusted brand in the country and the only way to make this happen is to build an organization that gets out and meet with its customers!! There is no short cut and everyone who is reading this blog, yes you!! Go out and meet your customers because relationships are built directly with people.
We don’t delegate our managers to tell us how our kids and parents are thinking about us, do we?
#Customers are like God, we need to worship and shower them with our attention directly. I have full faith that you all will integrate customers in your schedules and share their feedback with us to collectively serve them better.
On this trip, I met a customer who was promised a certain deal and on the final day the deal was withdrawn. He went out and purchased a tractor from someone else and paid a lakh of rupees more and purchased a higher horse-power #tractor. The point here is that don’t lose trust with your customer! Coz he paid much more and seeded seven more of other products to make his point… that he don’t want to be treated like this again.
I felt his pain, I apologized to him and made an offer to buy back the product to swap it with one of our new models which he was interested in… What’s my larger point here? Emotional connect, to build a relationship and more importantly to conduct business in a respectful manner is very important. I understand that it is not possible to do business with everyone, but be firm and respectful in a manner you don’t lose out on a customer who becomes a negative word of mouth because the most effective communication in any market is ‘Word of Mouth’.
80 % success of a company is based on the attitude it embeds in its people.
At the end, connect with your customers and they will serve you back by becoming your salesmen and your brand ambassadors.
Get #Customer Centric! God bless…