After the beautiful month of Ramadan, I and my friends had been to an outing and as obvious we were hanging out at McDonalds.
As usual customer service is the priority at McDonald’s. Though it is a self-serve environment but still they oblige to requests of customers and serve the orders.
Orders are ready in minutes, separate queue for takeaways. Reps managing queue at rush hours. Most importantly, the whole store turns into a battlefield at times, and we can see the reps managing order queue on a little LCD screen indicating order time and wait time. You might have been surprised by watching the 2 minute hourglass.
Overall just awesome.
There are times when some stuff goes out of stock and we can’t buy it. Sounds perfect, but what if you paid for it if it ran out of stock.
This happened with us, we ordered we ate, we enjoyed and talked, talked, and talked. Now we were really thirsty, as obvious we went to the counter and asked for Water and to our surprise, we were said that they were out of stock with water.. What ? Out of Stock with Water ? How can you do that ?
Later i had a look at the bill for the stuff we paid for, and i was surprized to see this (#incl serv chgs for pkgd water)
McDonalds You pay for the water
I hesitated and then gathered courage to go up to the counter with One of my friends (Others were just pushing us to do this).
At the first attempt the lady at the counter, informed us that Drinking Water is Not available due to some filter Issues (Very Rare scene at McDonalds), and that they Should Make some arrangements. She didnt budge and Instead Asked us to Buy Bottled water.
Time to get legal, i informed her that the bill is inclusive of packaged water and We NEED it.
She escalated this to the manager and the Manger Informed us that water will be Served at Our desk, and It was indeed in few minutes (covertly in Coke containers)
What A Coke
Service disruptions do occur, Lying to customers about it is not a resolution.
A sincere apology is just enough to get the message, and anyways the team is working at its best to resolve the issue.
For those sincere customers, kindly check what You Pay for… and End up paying double.
Youth, Dude… Babe Baby. This is not my job. Umm I can’t do this we listen it very often.We do have the Ability but not the Desire or the Drive to get things Done…
I just met few people who were courting thewrongjob, but doing the best than anyone else can
do.
These were people with specific disabilities.
How could they do this kind of a job.
Selling without a Vision (literally), i noted that they keep their hand on the products (books, and so on) so that if anything slips- They know its being Sold Or being Stolen.
In short- What do I and We (if you wish) learn from them.
One: Its not about Ability that leads to the work
Two: Its the Need and the Willingness to do it.
Three: Whats needed to start your Own business (dont think about the scale ), Just getting things done.
These people DO not have any Education (So They Dont go for a Job :P)
They do not have money (so they sell and eat what they sell)
When you go to a Tata Croma store, you get to experience a lot of products…and after a thorough hands-on research you end up buying the product from some other location.Yes, possibly from where you get the best Price.
In the end a lot of potential customers are lost. This happens due to lack of individual attention to the the visitors.Although, they need to understand that this is not a daily shopping and do not expect customers to buy at the first visit.
Creating a continuous experience with the visitors is necessary.
They are into selling of Electronics and relat
ed
products which are more of a luxury than necessity
Selling of such goods should be considered on par with selling of Gold and Silver Ornaments, as usually by Munshiji’s do.
Lets take a real situation wherein you go to a Jewellery shop and you get a warm welcome, a few cold-drinks sweets as per occasion , the Lights and Fans turn On just when you enter and especially the sweet face of the owner for misbehaving kids 😉
Well, these mostly uneducated jewelers have the most important trait of customer service and retention. Yes, im speaking (ok. ok Writing) about those from the villages.
Imagine replicating the same experience at such stores. Without making visitors to stand and view the products. Instead, have some chairs (Okay okay – you can minus the Colddrinks and Sweets- Although Adding these stuffs would definitely help conversion)
Why create such experience, calculate the cost of all demonstrations, the sales personnel, the devices the maintenance of those and the cost of .
Ok, what happens next…
Sales person creates a trust with the customer..
Customer sits and gets the feel of the product.
the best, the Customer gets an Experience to share…. (you know how worth it is)
Happy Sales 😀
Why only Croma , that’s because its the only Electronics retail shop which where a customer gets a real product to test. (as far as i have experienced)
