Keeping Customers' Faith Alive

Robin Inderpal Singh
MBA-IB, PCTE ludhiana (Punjab:India)-142 021
- an article based on an interview with Mr. Sanjay Kathuria, Proprietor, Sanjay Chat Khanna

When you offer quality product, it attracts the customers and builds up your identity as a specialist. Once the identity is established, then it becomes rather more important to keep that distinction alive. In other words, customers faith must be nurtured at all costs in terms of both quality, as well as, quantity. The generations old legacy is a hard test of committment to cater the customers expectations. Some times, the timely supply of products is even more important than quality. For example, if you prepare some eatables......... timely preparation is must, otherwise be ready to face customers' reaction. Here you are catering the intrinsic needs of your customers. In such cases general cleanliness of the surroundings and service tables/utensils is an integral part of your service. Personal hygeine coupled with good communication makes the things more satisfying and appealing. You can focus more intensely on your work. When you care and understand your customers, they become bonded. Then there is no need for elaborate advertisements, customers love your dealing and they popularise you. Team work is also very important, you have to act like a leader not always like a boss. When you engage some helpers to undertake your business duties, you have to attend their needs/responses in a considerate manner. Understanding others motivates them and enhances their work efficiency. The role of local administration is generally in an improper manner. It is more threatening rather than improving the work standards. Customers' behaviour sometimes makes you feel annoyed and upset. Under such circumstances you need to observe cool and not to make a show of the things before the public. Hard work and deep involvement in maintaining the standards of your product and lively behaviour never allow the fabric of ties fade. Competition in the market, keep you dynamic and introspect your way of working. When the far away residing customers travel a long way to visit you especially for having the special taste, it enhances your self-confidence and motivates you for further enrichment of your products.