Hug Your Customers & They Will Hug You Back

I am on a market visit with  Sales Chief of our construction business, Mr. B Rajesh and Regional Chief, Mr. Ravi Chandran Narayanan (17 years with Escorts and his father who worked for 42 years with my grandfather, H.P Nanda. I stopped by at his home to take blessings from  his mother and father. They fed us  with the most delicious idlies made at their home in Mumbai -Thank you!).

We met with many customers from the construction industry and took their feedback on our products and services. What actually amazed me was their knowledge  on  products that is available across the #construction industry. Their knowledge is so deep that you may mistake them to be engineers! They know what they want and have all the benchmark of products that are functional in the overseas market . I was truly impressed with their candid understanding…….

%name Hug Your Customers & They Will Hug You Back

In one of my meetings with the customer, we actually went deep into a product planning session. It was amazing and at the end of an hour’s discussion, he gave me a clear road map on products that we should plan and manufacture for the future….. It was a brilliant session and I really enjoyed it. Waiting to share this data  with my team when I get back…. Unbelievable!!!! So much to learn from our customers… truly Amazing!

Their decision making tree is around the job rates they get from large customers like L&T and others. They have a clear expectation on their income  as a percentage of their spend on the machine and this is broken down monthly and on a weekly basis. At the end of three years, it must pay back for itself with plus profit.

These customers are #entrepreneurs with an insight and ambition to serve and grow like any other entrepreneur in our country. My two days visit has given me some incredible insights on the trends of product segments for the future and some quick win thoughts that we need to look at to increase our share of business across India. We will implement them right away…….

I feel very proud to see Escorts products on many large projects across our  beautiful country  and can proudly say to all the Escortians  that we are not just building #construction equipment cranes, but we are also helping India build its #infrastructure in our small way..

Well done team Escorts! India is an emerging super power and we feel proud to be a part of this journey and contribute with rest of our countrymen. In the process, Escorts will emerge as one of the most respected company of India.

My message to all at #Escorts Group and to others who are reading this blog is that you must embrace your #customers, and you will be surprised to see the dividends and learning’s from doing so…   People who don’t do this, I can’t understand how they will grow both personally and  professionally…

%name Hug Your Customers & They Will Hug You Back

I am flying back to #Delhi with a lot more insight on how we can serve you better. Thank you for the discussions , both me and my team enjoyed it

If you have any further feedback, then you may write to me at:

I will return again and review our progress in building a spirit of mutual  partnership.

Thank you and see you soon #Mumbai!!

15 thoughts on “Hug Your Customers & They Will Hug You Back

  1. Ankit Kumar/ ECE/R & D

    Thanks sir for sharing such a motivational & wonderful thoughts. It gives energy & sense of pride to all Escortians.
    From: [] On Behalf Of nikhilnanda Sent: Wednesday, February 12, 2014 5:36 PM To: Subject: [New post] Hug Your Customers & They Will Hug You Back
    nikhilnanda posted: “I am on a market visit with Sales Chief of our construction business, Mr. B Rajesh and Regional Chief, Mr. Ravi Chandran Narayanan (17 years with Escorts and his father who worked for 42 years with my grandfather, H.P Nanda. I stopped by at his home to t”


    Direct communication with the end user help to understand improvement/amendment required in the product we are selling and if we do it successfully the demand of our products increase automatically which not only help in achieving our business growth target but also help in participating in building our country infrastructure in a big way…we all ESCORTIANS are committed to make our company one of the most respected in the country…

  3. guptaabhinav

    We all in Escorts should be committed to constant innovation, apply our knowledge and skills to develop more productive, more efficient, more powerful, more reliable and more profitable machines to make our customers feel special and happy!


    Your Blogs are very inspiring Sir!!
    I feel Escorts having resilience and must bounce back as a great company making India proud!!
    Best Regards
    Rishabh Agarwal


    I read this blog just now.Few memories got fresh once again in my mind. The clarity of thoughts which Mr Nikhil Nanda has, is unique as compared to some other business leaders i came across in last few years. While this article focusses more about the customer voice capturing and understanding the customer, the spirit of this article lies in the emotional bonding which Mr Nanda has with his colleagues. We also see the same values being carried forward by him , which I find missing in many other corporates of the country and abroad. Escorts is a unique organisation only due to this unique value system.

  6. useful source

    I just want to say I’m new to blogs and really enjoyed you’re web site. Probably I’m going to bookmark your blog . You certainly have remarkable articles and reviews. Many thanks for sharing your webpage.

  7. Paramvir

    Sir, It was amazing to read your post. Really inspiring that in todays age when manufacturers seem to know all that has to be known, there a brand which is listening to customers and intends to incorporate these market inputs into product planning.
    All the more amazing since this attitude to “listen” and not only “hear” comes right from the top.
    Sir, I wish to be a part of such forward thinking team. Pls suggest to whom can I send my profile for consideration.


    Paramvir Thakur
    New Delhi


Leave a Reply

Your email address will not be published. Required fields are marked *



This site uses Akismet to reduce spam. Learn how your comment data is processed.