Whom shall I offer WOW !!! Experience

Who needs Customer DELIGHT Most:


1) Health Care Customer - Most delicate condition , immediately noticed 
2) Confused Customer - Happy Feelings
3) Unaware Customer - Thankful 
4) Helpless Customer - Remembers forever
5) Worried Customer - Sense of relief 
6) Quick Customer - WOW!!
7) Extrovert Customer - He will spread the good word to every one (Bad too)
8) Introvert Customer - Or else he will go away
9) Smart Customer - He is aware and came after sufficient research. To remain in their short listing.
10) Women Customer- Once happy will become best source of referrals


Who so ever is left , well why even ignore them too. 


Creating Memories or Selling on Price, choice is yours. 

Real Estate Home Buy - When I Buy - Why I Buy?

Home buy is a dream come true for most of the buyers. As a developer HOW many of the decisive factors have you take care of? (not applicable to Luxury Higher end Home Buyers)


Proximity - Work Area, School, Hospital, Market & Temple
Commuting - Close to Station , highway , bus stop , main road
Surrounding - Other Projects , slum , future potential , no projects , approach road
Price - Afford-ability , reason-ability & transaction cost
Availability of Financing - Home Loans , easy installments
Entertainment - Theater, Public Garden, Malls
Ambiance - Garden , Play Area, Air , light , walk area & number of flats in the project (ppl     
                  have view on smaller of larger projects) & Parking Area
Quality - Construction and Fittings/fixtures
Internal Space Planning - Room ,Kitchen & Ventilation etc 
Class & Religion of People - Similar Class and Preferably same community
Size of Flats - Too big or too small, Possibility of Home Office 
Maintenance - Monthly Recurring Cost
Builder - Reputation , customer handling - kind, courteous, people friendly, extra support during the transaction, post          
            purchase support plans, past history 
Readiness - Time to Possession , Present Status 


Critical Part to Communicate is know WHAT out of the above matters to WHOM?

Jainism - 1 - Samyak Darshan

Jain Agamas & scriptures have shown the Moksha Path with a distinct clarity. These scriptures have laid down the prerequisites for attaining Moksha.

In the Jain terminology, this prerequisite is known as Ratnatraya. Which means the Three Gems.

Ratna means Gem & Traya means Three.

These are;

1.      Samyak Darshan

2.      Samyak Gyan

3.      Samyak Charitra

The word Samyak means Right or True.

·         Samyak Darshan means the Right Beliefs

·         Samyak Gyan means the Right Knowledge

·         Samyak Charitra means the Right Conduct

In order to know what is Samyak, it is vital to know what is not Samyak. There is a word called Mithyatva for everything that is Non-Samyak.

Mithyatva means wrong, untrue. Mithya Darshan is the opposite of Samyak Darshan.

(This is 2500 words longest of our all posts) Click to read. 

We Sell , What We Communicate

I fail to understand WHY insurance companies are not FOCUSING on Health Care for People in their mass communication and ad campaigns and focus on selling insurance policies only???

Advantage: (Manifold)

1) Wide spread health care campaigns will do over all health improvement across the population

2) This will be social awareness along with brand building. People will feel that U are genuinely interested in their health management and disease prevention. (& Not only interested in selling yr products)

3) Better health will make lesser health claims

4) Better health means longevity so longer duration of fund management for life insurance companies

Still I do not see any insurance companies talking about preventive health management as their mission or communication they use. They only talk abt their plans and policies using costliest possible BRAND ambassadors.

This is what happens when companies are internal focussed and how they ACT when they have COMMODITY selling mindset. NOW this applies to every companies insurance or otherwise.

Cooks Vs Chefs

I was in BITS Pilani Goa Campus last weekend. No not as a faculty but my son studies there so I was there to meet him. We had a great conversations on status of students mindset at the campus. It may be representative of all the campus of Engg colleges.  

1) Students are extremely JOB Focussed.

2) Students are extremely CERTIFICATE (Extra Curricular Activities)  Focussed without actually working to earn it. 

3) Students are indifferent to Many area of CONCERNS. FITTING into the system is the MIND SET.

4) Expecting too much from the Institutes without going out of the way to take initiatives.

(Applicable to MOST and not ALL students)

But isn't it the mind set of everyone employed??? Its our CULTURE. Its the society we live in.

We all are indifferent to many area of concern affecting our life ,  we are FITTING into the SYSTEM without have initiatives to make dent where-ever we work, We want wrong credits for the work not done by us. We are SALARY oriented and not acting like an entrepreneurs where-ever we work even if we are employed. 

This is the reason most of all employed are easily replaceable.

If u need to be told to what is to be done, then you are a COOK (Need instructions on what is to be done) however future belongs to the CHEFs. Isn't it easy to find cookbooks ?? Does any one knows abt Chef Book??

Take CHARGE of your life or someone else will. 

Note: Seriously recommend to read book LINCHPIN by Seth Godin to every COOKs.

Feedback to Feed Forward

Feedback is the most POWERFUL tool to know how enterprise is performing. Feedback from customers, vendors and employees. 

Free and Fair feedback from these stake holders will shape the management policies to navigate into the future. 

TOP Management does lot of things assuming our stakeholders must be happy about it or with whatever I /We do is always correct. Who better than us can know it better ???

Its always a myth. Feedback from Family made Valmiki a GREAT SAGE. He was notorious as long as he was living of his OWN without the feedback for whom he assumed he was doing what he was doing.

Does yr company has feedback system which regularly map the performance against the expectations of three stake holders stated above??? (Shareholders will be anyway happy if the other three stakeholders r happy).When was the last time your company took feed backs and it also reached to the TOP management?

Are we awake or DREAMING??? 

Real Estate Marketing - Missing Links

Post "Sale and Possession" relationship with the clients is very critical to generate referral leads. No amount of SMS, Emails or Exhibitions can sale what referral leads can sale.

Post Possession Relationship Anchors:

1) Timely formation of society.

2) Timely settlement of dues and deposits taken from buyers to the society.

3) Timely and complete conveyance support.

4) Discount couple during possession for household purchase from near by shops/malls.(on the promise of bulk sales)

5) Periodic Free Maintenance Support to Members to select fittings and fixtures, lifts , garden etc etc. 

6) Participation in Cultural Activities of the society by way of sponsorship etc.

7) Members Children Scholarship Schemes. 

8) Annual or Periodic Networking Get together Events.

9) Free Movers & packers Services or Free repainting of Old Homes to make it easy for the customer to sale.

10) Residents Magazine to enable members to know each other better and depict talents.

11) To invest in start up entrepreneurs residing in the complex. 

12) Many More such add on out of the box ways to engage with the existing CUSTOMERS. 

It must be genuinely done and not just to get referral. 

Airline & Hospitality Companies pamper their clients most. However Real Estate Clients deserves maximum pampering by the developer companies. People buys home by investing whole life's savings or borrowing against future earnings. 

Having a customer should be a matter of JOY internally and same should be conveyed and expressed to the customer in numerous ways and surprises. Think HOW most of us are getting our most of the customers??? Its through REFERRAL and that will happen only if CUSTOMER is delighted through some or many or even more of points stated above. How many of the owners meet their direct customers??

Unfortunately No one does it. Existing customers are ALWAYS forgotten once the transaction is over !!! 

What a fun if U are not talk of the town for Gr8 reasons?? Let your existing customers become your sales person. 

Alternative, endless participation in exhibitions and competing in COMMODITY world. 


Which ONE POINT which CUSTOMERS VALUE is unique abt your so called BRAND??  

Request to Visitors

Major Focus of this Blog r DELIGHT @ Customer Experience, Innovation, Unprecedented Experiences from Product and Service Providers/Events ,Happiness in daily life & JAINISM.


I welcome readers of this Blog to share their experiences in the above domains. This can help many more and one such idea/experience can change lives of many more readers.


Sharing is Learning. 


Do write , you may not know who will benefit out of it!!

Innovation is Small - Doesn't Require Laboratory

In Mumbai Auto Rick fare has changed recently. It is now not as easy and as simple as it was earlier. So every time one commutes, at the end of the journey commuter ask driver "How Much??" or "Show me the rate card." This is normal and usual practice. I must have travelled with more than 100 instances. 

Today I saw rate card affixed on the back of driver's seat i.e. in front of the commuter. Wow!!! Simple but gr8 idea. 

What will happen??? No need to ask or show me the card kind of untrustworthy behavior from commuters. U see and pay. Thats it. Its very very simple idea but 100s odd I have travelled have not applied this. So its unusual. 

Innovations in life or Moments of Truth for the customers are simple well thought out steps executed flawlessly which will make customer's life easy and make the whole experience delightful. 

Its SIMPLE. Focus on CUSTOMERS. (Your Boss will be Happy & so is the CUSTOMER)

.

Today in India

Today morning while having my breakfast my phone rang and it was our watchman from the gate.

He said "Sir U r CA (CPA of India) isnt it?  I want signature on the CA entrance exam form for my daughter".   I could not  recognize him but ask him to come for the signature. After some time when he appeared at my door I was pleasantly surprised and slightly amazed also. I completed the signature etc and gave him back the form.  

Wow!!! What an optimism and inspiration of people at every strata of the society!!! Amazing. We can bank upon the future of INDIA. 

CA is the only professional exam where entry is easy and exit is difficult. In all other professional courses whether MBAs, Engg or Medical reverse is true. Even cost wise also its the easiest and cheapest as compared to all fancy MBA degrees. Respect Parallel and knowledge in some cases more than MBAs. 

India is certainly shining in some parts where it was not earlier. Let that part grow bigger and faster.