Roll up your sleeves and get out of your office
I am on a customer visit with our CEO, Mr. S Sridhar for three days. Our visit is focused on spending and understanding the customer mindset and also on getting feedback on our newly launched products.
Yesterday our day started with a meeting at a customer’s house, which was around their #agriculture field. We got a chance to spend time with both father and the son. The meeting was most useful as it gave us perspective on the thinking of both these generations and their decision making points for #tractors. The sincerity and hard working attitude is what connects the two generation and it is clear that the young generation is a vital part in the decision making.
The second customer who we met later that afternoon was even more interesting. He has a parcel of 35 acre of land and had returned recently from Australia after few years. In the time that he was away he had leased his land out. His return to India and hometown is simply due to his love and emotional comfort in India . Our chat with him was unique, considering that he has experienced some of the world’s most respected brands. We were very pleased to understand that he decided to purchase our newly launched ‘Farmtrac’ product. Our discussions with him were most insightful and we were delighted with his feedback on the product.
We return tomorrow back to #Delhi and I continue to enjoy my endless chat sessions with Sridhar on various subjects from homeopathy to various issues on strategy at Escorts. We both in our chairs have taken few defining decisions for Escorts and in the process enjoyed rural surrounding.
Mr. #Nandan Nilekani had advised me ” Nikhil 30% of your time must be around your customers” and I am most thankful to him for this advice. Both Sridhar and I have decided that at Escorts we will not allow anyone to be a part of a sales discussion unless and until the person has met with 20 customers and spends minimum of a 7 days time in the village. The idea is not to see them as numbers, but as emotions.
One of our strategic values at Escorts is ‘Customer Centricity’ and from today my message to everyone is, specially those who are not from the sales and marketing department, is to get out of their offices and spend some time in the market.
Go out and learn….. That’s the only way it works….. Trust me.. I hate people who pretend to know things without travelling and enjoy just making the PPT presentations…
Time to roll up your sleeves and hold the hands of your customer!