Tuesday, December 28, 2010

Fan-Tas-Tic

Yes that’s the exclamation !!! One uses when delighted by service excellence:

McDonald's at Panvel. We drove in and within 90 seconds we were out with our order fulfilled. 

Order - Payment & Delivery Turnaround Time - 90 Seconds. After Making Payment at Drive Thru Counter we came to Delivery Counter i.e. 15 seconds and he was ready with our packet of delivery.  ( Order, Payment Took 70 seconds ). Total Item = 7. 

Big M visible from distance ,Security at the Gate to guide vehicles, Drive Thru lane, Order and Payment Counter, Delivery Counter, Packaging, Quality of food of course and staff efficiency. All touch pints were well in place to create well deserved WOW!!!

Thinking of Drive Thru Services, Design of entire road map i.e. entry of vehicle to exit, placement of counters, internal processes of design of order, pick up,
packaging and delivery all were DESIGNED.

Unless every customer facing touch points and processes are thoughtfully DESIGNED it will not create Service Excellence WOW!! 

Most of the time entrepreneurs miss out on Customer Facing Design. Factories and Shops are designed meticulously. Spent hours and days on Brand ,Logos,employee uniform. But no investments in employee training, processes which are critical for customer delight, making it easy and quick for CUSTOMER to deal with the company. No Clue.  We have tons of call centers but no thinking on how and what is the convenience for the customer to reach out when in need.  Pressing 10s of buttons before someone speak to u is ridiculous. Every company has website but email link to contact the company is more often than not takes hours to find. It should be on every page and clearly visible so that when the visitors want to take action it’s there. We have internal control audits but no audits on CUSTOMER Friendliness of Business Processes!!!

Uff long way before businesses wakes up and put CUSTOMER at the center stage of their activities & final suggestion to McDonalds’, CUSTOMER in drive thru services eats while travelling so;

1) Tissue paper for hand clean 
2) Waste paper bag to keep all the waste  
3) Wet tissue napkins to freshen up 

Will add to the customer DELIGHT.

Sunday, December 26, 2010

Who R Your ADVISORS??? Everyone needs not One but MANY.

I have three personal advisors:

1) Technology for Me - My Son ( Age: Late Teen )
2) My Fashion and Entertainment - My Daughter ( Age: Early Teen )
3) My Diet and Fitness - My Wife ( Well,  Fitness Guru )

I am thinking that what (all the 3 areas) I used to handle once upon a time, I was having latest updates on the subjects is NOW not within my domain!!!
This applies to everyone in life be it individual or entrepreneurs. Tom Peter in his one of the books (Circle of Innovation)  a decade back had written that if yr IT dept has no one in the age of Teen , yr are soon going to be obsolete.

As a successful entrepreneur ( With I know Everything Bug/EGO )  if One is not investing in the start up business started by people in their teens and twenties & if one is  not surrounded by various critical domain experts, hie/her business OBITUARY is in the making.


To make 2011 Happier, take decisions which U have never taken out of fear /EGO or any such emotions or U thought U dont need to.

Wake Up to the new realities of 21st Century.  Decade No. 2.

Thursday, December 23, 2010

Top Management Priorities sans CUSTOMER

  1. More Sales ( At the cost of Customer Dissatisfaction & Employee Stress )
  2. M & A ( Value Creator or Destroyer )
  3. Whatever Little Governance or Managing Governing Board
  4. Expansion ( Manageable & Non Managable )
  5. PE  ( Promoter's Wealth Creation )
  6. Valuation & Complex Legal Structuring (  At the benefit of legal and accounting experts )
  7. IPO + FPO + AGR + GDR ( With cooked Balance Sheets? Well May b. )
  8. Govt & Bureaucracy  Lobbying ( @ the cost of Morality and Public Trust )
  9. Self Branding ( Personal Visibility and Popularity )
These are the priorities of TOP MANAGEMENT over Creation of Memorable and Delightful CUSTOMER EXPERIENCE.

Bottom-line Remains - Customer is the CAUSE of profit , value and Valuation!!!

 

Saturday, December 18, 2010

My Design of Customer Happiness Circle



Its Win Win for all the Stake holders. Have any company ever done assessment of Stress Generated from their Corporate Activities?? We have surveys of Carbon Emission , but What abt Human Stress Emission? Today's Corporations are Stress Emission Machines. 

Corporate Must Shift their Model of Success from Share Holders to Customers. Measuring Happiness should be the Agenda at the year end.  

Who will take the lead? Zappos.com is the one I know. Share here if u know some one else.

Friday, December 17, 2010

Customer Centricity of the Organisation – Culture Assessment

Customer Centricity of the Organisation – Culture Assessment

Top Management

1) CEO or Board Discusses Customer Feedback?     Yes / No / Seldom
2) How Often CUSTOMER appears on the agenda of the board?   
                                             Always/Sometime/Never
3) Company has some one IN CHARGE of end to end customer experience with the company?                              Yes / No
4) CMO or Customer In charge is a part of senior management team?                                                           Yes / No

Employee Happiness ( Does Employee Surveys Covers following Questions? )

4) Are you happier today than at the time of joining this company?  
                                                          Yes / No
5) Do you think your role is important in overall initiative of the company?                                              Yes / No
6) Your immediate boss is supportive of any new idea /suggestion / initiatives?                                              Yes / No
7) While working with this company do you think your work / personal life balance is managed as desired by you?       Yes / No
8) Do you think you can pursue hobby of your choice if given extra time from the job? If yes, name hobbies you would like to pursue.                                                           Yes / No
9) What are your dreams in life? Specify way in which company can help you to take you closer to achieve them?              Yes / No
10)Given a freedom, what immediate change you would like to do to your department/company?                                  Yes / No

Conscious Design( Business Processes )

11) Have your company designed customer touch points with customer delight in mind?                                          Yes / No
12) Does your company have complete list of Customer Delight in Action?                                                   Yes / No

What U Measure?

13) Do U measure customer experience through surveys, calls etc periodically?                                             Yes / No
14) Do you measure how many new customers are due to customer referrals of existing customers?                          Yes / No
15) Do U have planned strategy to ask for customer referrals?                                                               Yes / No
16) Customer Feedback or Experience or Stories form part of company Annual Report/Event?                              Yes / No

Pl revert with your replies at  
sg@sunilgandhi.com

Tuesday, December 14, 2010

Ideas @ IIT Mumbai Eureka 2010

Wow!! Young Indian r bubbling with Gr8 Ideas. Exciting FUTURE

What I learned ; 

1) About site www.foursquare.com
2) How Japanese Magnetic Rail Works?
3) Robotics & School Syllabus

What I Shared:

1) Dont rush for VC Money. Act Frugal and manage with money from known circle.Reasons: Entrepreneurs get flexibiity and dont sale cheap.
2) Take idea to next level. Atleast some prototype or some market traction.
3)  Have some road map to follow, it should be as detailed as possible.
4) Have team with complementary skills and allocate area of accountability.
5) Have simple business model of present problem area. Initial complexity may prove non starter.

Ideas are in plenty , Making it happen is the real challenge. 
All the best to all entrepreneurs and people with gr8 ideas for Making it Happen.



One of the ways to Win Brand Advocates

U r not MRP Controlled , U r not in Comparable Services, no one can check or make out how much U can charge and still U charge very reasonable, two things happen:

1) Win Customer for Life
2) Brand Advocate for Free

Happened with me at Garage in Borivli, Mumbai.

Saturday, December 11, 2010

Movie Script & Business Script

Seen SLB's Master Piece movie GUZARISH last week. Wow - Master ART!! 

Movie making encapsulates all forms of ART. SLB has taste of creating MASTER PIECE in all forms of ART in one single movie. amazing Story, screen play, acting, music,songs,costume ,back ground sets, star selection , dialogues , every scene & every  screen , in all every other aspects meticulously thought of , planned and executed.

I wonder HOW Movie Making is different from Setting up an Enterprise or Designing Memorable Customer Experience!!! No Way.

From Script to Complete Movie from no where. From Business Plan to Running Business from no where. Movie however is tougher as unlike business there no scope for improvement post customer feedback/market response.

Therefore every thing is planned and visualized before even camera action starts. Attitude of lets go to market and we improve can not work here. That is the learning. We have entrepreneurs in a hurry to go to market, speed up and mess up on many aspects. You have your own share of learning when you touch the market but there shall not be shallow thinking at planning stage.  Nano Car learns from market reality but there must be huge thought process under gone into design and manufacturing of the Nano Car.

Be it making a master Piece Movie or setting up an enterprise or Designing Delightful Customer Experience - Its an ART ,ART to Change life of who experiences it.   




 



Thursday, December 9, 2010

Why /Where/ When/ From Whom WE buy??

Scene 1: Mumbai Local Train, 1st Class Compartment. Vendor selling Pirated DVDs of latest last week released 6 Movies for Rs. 30/-.


All movies were good and most of the commuters wud like to see. Price was extremely attractive if u compare with ticket price plus number of members per family and 6 movies.  (6 (Movies) x 4 (Person) x 170 (Tkt Rate)) = Rs.4080/- as compared to Rs.30/-.

Still he could hardly sell one DVD among at least 100 commuters. This made me thinking WHY/WHEN/WHERE people buy?

I dont think people are still PIRACY conscious when price difference is so huge. Why DVD vendor cudn't sale more DVDs? Most people wanted to see movies, it was available very cheaply,it was available conveniently in Train so one need not travel. Still no sales???

Reasons Cud be:
  
1) I am conscious that I should not be seen as doing illegal act. Even if no one knows me there.
2) I will buy when I want and not when u sale.
3) Not sure about quality and not sure whom to catch if quality is bad. I dont think for Rs.30 people would mind any quality!!!
4)  I already have these DVDs or I have seen most of the movies.
5) I have no PC or laptop or player to use DVD.

I have no conclusive remarks and wud like to keep it open for readers to share their views. After all its abt people and their buying behaviors.




Sunday, December 5, 2010

Meeting Young Entrepreneurs @ IIT Mumbai

Entrepreneurship Cell at IIT Mumbai has invited me at their Mentoring Session on 11th Dec.

Getting in to IIT is a Dream come True. Few lacs appears and few thousand qualify. Great sense of achievement. (Unlike CA Course, entry here is difficult where as in CA course exit is difficult.)

However getting in to the IIT (Or IIM) is the beginning or the first step. Life begins when U r out of the Inys. What U do with IIT degrees matters. One CAUTION when one is from IIT, HUGE EeeeGooo. (Naturally)

Technology matters but!!!!! in the world of entrepreneurship again it is the FIRST qualifier. Success depends on Marketing and Financial Results technology brings. If not then Technology has no valve. Microsoft , a successful technology company but more than that smart marketing company with fantastic financial results.

IITians many a time believe and focus so much on technology that they ignore importance of the other 2 important business functions.  If U r in JOB then fine , other expertise are available with the company but when U r acting as an entrepreneur, one need to not only learn and acquire marketing and financial talents but also respect the importance of the same.

Technology plus Marketing Plus Finance plus Social Impact makes a successful enterprise. Look forward to meet many young IITians and come back with much more insights to share. Cheers.



Friday, December 3, 2010

Start ups Vs Stalwarts

Just now I purchased book from www.flipkart.com (amazon.com of India). So easy , convenient and price competitive , that one wud like to deal with such a supplier/seller.

Easier you are for the customer to deal with , chances are better that you will get repeat customer , referral customer.

It is not true that ONLINE business is the only easy and convenient mode of business. It applies to every business , every thinking entrepreneurs can do it.

I am a subscriber to one of the leading telecom companies for internet data card. I get their bill every month and bottom part of the bill is to be teared and attached with the cheque for drop box. 

Unfortunately all their customer care numbers and mails are printed on the back of the bottom part of the bill. So when I make payment I have no contact details of their customer care and I cant reach them easily or rather with great difficulty. 

It means they dont want u to reach them once u make bill payment!!!. I draw their attention twice but no impact yet. 

Point Is: Unless U are Customer Focused and Design for Customer Ease and Convenience  it will NOT happen by chance!! Every companies that are making our life easy , stress free and make us feel HAPPY , do it by CHOICE. High Profile Executives and IIM MBAs in the 5 Star offices and even Best of the TOP companies cant guarantee this. 

Start ups like Flipkart can !! 

Brand Building Sans Customer Experience

Brand Building Sans Customer Experience - My Article in Management Magazine 

"The Smart Manager"
 

Thursday, December 2, 2010

Pain Around Us - Why HAPPINESS is Critical for Entrepreneurs to Focus on??

Pain Around Us

1) Daily Commuting for Work
2) Prolonged Financial and Career Goals
3) Family Unrest (Spouse /Children and Parents)
4) Health Issues
5) Heavy Debt Burden
6) Children Education/ Career and Marriage
7) Heavy Traffic
8) For Entrepreneurs - Customer Acquisition and Cashflow Gaps
9) Inability to Fulfill Other Long Term Dreams 
10) Unwanted and Boring Job Profile
11) Long Q in the Malls
12) Huge Credit Card Dues & Interest Charges
13) Call Center Culture , where one holds the phone & listen more than talk/convey
14) No getting Commuting Vehicle easily in the Eve
15) U may add yours also

Can U make Out : Why HAPPINESS is a major driver to offer talk of the town product & services ??  Why Zappos.com, a US based shoe retailer is focused on Customer HAPPINESS? Is there any connection between Shoe Selling and Making Customer HAPPY?? 

How by providing your Offerings which can add and bring HAPPINESS in the life of your customer can make them not only HAPPY in his otherwise painful life but will also make them talk about their experience with your BRAND.

At the cost of short term share holders interest , invest in long term CUSTOMER HAPPINESS.  (Both will gain in the long run)

Apply yourself HARD and check HOW and WHERE element of HAPPINESS can be added in your customer experience path i.e. customer touch points with your BRAND.
Unless thoughtfully DESIGNED, it will  not happen automatically.

Tuesday, November 30, 2010

Customer Experience - Surprise and Delight r inbuilt in yr company CULTURE??.

R u Getting Repeat Customers?? R your Customers referring yr product or services to others?

Some of the steps:
1) Add delight factors in yr offerings. Restaurants have to improve not only their food quality and variety but improve overall eatING experience likewise every entrepreneurs have to think of adding ING to their offerings. Hospitals have to work on carING part of all patients and visitors to enhance CUSTOMER experience. I as a blogger have to work on readING experience of my guests.    

2) At the cost of profit , surprise them. Send them sweet on their birthdays or on Diwali or on the day of school opens. Imagine + Imagine. Lot can be done to surprise them. You as well as your employees and customers must enjoy and celebrate every day of existence. Cinema/Multiplex - How abt Popcorn in occasional shows for free??? Imagine the publicity and referral , repeat customer it can generate!!!


3) At the cost of time, guide , help them also do follow up calls post purchase. Ask for any additional support? Do it even after 6 months and check. Invest a lot in your existing customers and let them do marketing for U. Starbucks measure customer experience in 20 different ways. How abt U?

4) After doing all these dont hesitate to ask for referrals.

Initialy you will do it with selfish motive of getting more referral customers. But slowly it will become part of the business and culture. It will be become BRAND to be identified with.

Monday, November 29, 2010

1000 Visitors & Counting - Differentiate Ruthlessly or Death is Inevitable.

1000 Visitors page views ( 42 days, 15 countries and 26 posts ) , but so what?? Why so much Halla Gulla???

Likes of Aamir Khan ,Amitabh Bachchan & CM Narendra Modi  (super stars) also sweat in today's attention deficit world to get attention. They do not miss any global territories and any possible media to reach out their audience.Therefore attracting 1000 visitors in 42 days with 26 posts is a feel good beginning.

Every business MUST make maximum (everything possible with passion and innovation)  visibility drive to get attention of their target AUDIENCE. Getting visitors or clients once is Ok , challenge is to keep getting with minimum efforts and cost.   

Highest visitors are for Feedback to Feed Forward but people are also interested in Must Company Culture. 

Real Estate sector got 3 posts , this special love is because my close proximity with the sector and I consider this to be most important sector in one's life. people borrow and invest lifetime income to buy HOME. However there is  huge trust and customer service deficit in the sector. BUILDERS built houses but not world class and talk of the town Structures. Building built should be on the site seeing itinerary of the city. All homogeneous structures are making cities boring. My posts Real Estate Marketing  Missing Links and Real Estate Marketing & Customer Experience, Whom Shall I Offer WOW !! Experience excited a few readers. 

My favourites however are Customer Referral - Offer Talk of the Town Services , U r in Happiness Business , or else not in Business , Sell on YOUR Strength , not compete on OTHERS', After Sales to Future Sales. Must read for every entrepreneurs. (employed are also entrepreneurs as they also have to sell them selves to get ahead)

Many readers like Cooks VS Chef and Creativity Men Vs Women. However certain things I dont understand in What I dont Understand is very interesting.

My focus in this BLOG is on CUSTOMER EXPERIENCE because there are millions of businesses around us however truly EXPERIENCE creators are rare & very rare.

Differentiate Ruthlessly or Death is Inevitable. (I continue my journey beyond milestone of 1000. )

Saturday, November 27, 2010

U r in HAPPINESS business or else not in Business !!!

Do u know people become CUSTOMER just to become Happy or happier??

Feeling of HAPPINESS is ultimate one can think of and Companies can offer  through their offerings, be it product or services or experience.Whether u r selling Coffin or have Gaming Store at Las Vegas, its all abt HAPPINESS. Coffin seller can also WOW!!! and offer surprise HAPPINESS. 

Now in this bottom-line of HAPPINESS , how successful is your company with all their hard and soft assets??

I as a customer not concerned with yr SOPs or Systems, Technology & Processes.  I am not concerned how much profit do u make of how much asset u own. I am least concerned with yr market cap (Unless of-course I am also a shareholder). 

All of us are in the business of Delivering Happiness. How may of us realise that?? Earlier you realise better it is , as then  & only then your action will commensurate with the business u r in. Pause and Re think,  what r u doing in this World of Stress and suffering from Attention Deficit!!!

Not ROI/EBIDTA/EPS its only HAPPINESS that counts.Make people HAPPY with whatever u r doing. Its is the only business which is in HUGE demand.

 


Wednesday, November 24, 2010

Customer Referral - Offer Talk of the Town Services

My Client called me last month and gave me a new number of their daughter's would be in laws to help them in raising finance for their business. Now this is a big referral. Daughter's would be in laws. This shows TRUST and Confidence I have created in my client.

One of my clients today called me, (with whom I had worked 8 years ago ) for some new assignments. Now 8 years is a big time and they have grown bigger than what they were 8 years ago.  Still some thing that reminded them about me and I was called. 
Point is not how I am getting new assignments. Point is, it applies to every one and every business. Client Referrals are the Most Powerful Means to Get New Customers. Check how many of your clients/customers are falling under this category.

Unless we offer talk of the town or talk of the clients kind of offerings, we will not be talked about and so not referred to new clients.Getting new clients without efforts or cost is only possible through Clients/Customer Referrals.

Work on why and how customer will refer us? First serve them like the ONLY customer we are serving and then facilitate them to refer our services to their circle of influence.

Tuesday, November 23, 2010

What I dont Understand

I don't understand:

1) How Manmohan SIngh is called Clean when he allows corrupt practices to continue under the pretext of Coalition Dharma?? Shouldn't he dare to resign??
2) Who is clean and non corrupt in politics and bureaucracy, given a chance?

3) Why Auditors are afraid to report wrong doings of corporate houses?

4) What Rich people will do with the unlimited wealth they have created? If u are earning to donate , why earn in the first place??

5) Why most of us never do exercise or exercise restraint while eating? Focus on diet and exercise at School level will reduce the need of Hospitals. 

6) Why GOD will manage this world? He is God because he has left all the worldly attachments. Now after that why will he engages in managing the world?? Do seeds need God to make it a tree?? No its automatic so is our theory of Karma. No interference of GOD here.

7) Why Companies are extremely & only sales and profit focus??  What is the overall purpose of RESERVES and SURPLUS at the cost of extreme stress it causes on people and environment??

8) Why School teachers and Military/Police are under paid professions??

9) Why we need VASTU, Various Stones, Astrologists, Feng Sui, Visit to unlimited Temples unlimited times (Without slightest of change in ourselves) , Tarot Card Readers and the likes when we (souls) are bonded by our own KARMA? Nothing can change our fortune than our own KARMA and unchangeable destiny (ie results of our past KARMAs)

10) Killing of  Goats on Bakri Eid? How any religion can celebrate festivals by killing any animals??

11) How rich and famous can participate one or the other parties almost daily? Its their need or choice?

12) Why news papers report crime and negatives news daily?? We read newspapers to know abt type of crime in the city?? Media has to change and must start reporting abt positive & inspiring happenings in & around the city,country and the world.

13) Why all TV serial actors always stand and talk in their houses? We normally sit and talk.

14) How many entrepreneurs are aware abt their balance sheet position if they wish to close their business tomorrow? (i.e. whether Net-worth - dead stock - bad debts not written off - un realizable investments & fixed assets is positive??)

15)  Why we invite so many people in marriages? Something must change the way we celebrate our marriages or spent on our marriages.

16) How Amitabh Bachchan and Om Ouri can recommend Cement Products and Shatrughna Sinha Pipes??Are they anyway connected with the products as a users?? Are they technically qualified?? Pepsi, Chvyanprash, Clothes, Oil etc are still okay as they might be using it and recommending it but Cement and Pipes?? Kehta bhi Diwana Sunta bhi Diwana.

17) Why number one TV Channel like Colors also degrade their standard with program like Big Boss with all unwanted people?? Big Boss 3 was level +C then Big Boss 4 is level -Z. Hats of to viewers. and thumbs down to Colors.

18) Why Pakistan is not interested in the development of their own Territory and keen on acquiring Kashmir. Someone in Pakistan must study impact of keeping good relations with India.

19) Why other 29 Chief Ministers even cant copy CM Narendra Modi to develop their states??

20) Why everything must end with round figure?

If u have any clue on any of the above,  pl do drop in a few lines. (Also share What U don't understand).

Introvert Feedback - Extrovert Performance - Not Possible

Most feedback forms I have seen are COMPANY centric and not CUSTOMERS centric. It only asks abt how OUR COMPANY is performing without asking whether objective of the CUSTOMER fulfilled while dealing with company or company offerings. CUSTOMERS are not here to AUDIT company performance for free or rather by paying for the product/services.

They are concerned abt fulfillment of their objectives while dealing with any company offerings and r least concerned abt how your company is performing. So unless Feedback forms are focused on asking whether their objectives are fulfilled , CUSTOMERS r not interested to answer.

Questions must be framed in order to know what CUSTOMER expected and whether or to what extent it was achieved. It is not abt HOW artistic is your movie but its abt whether VIEWER enjoyed it of no??

Thursday, November 18, 2010

After Sales to Future Sales

Yes, its what happens AFTER SALES decides HOW/WHAT sales will happen in future. Having closed the sales deal is easier part but what happens when the customer consumes our product or services, how we support, how we communicate, how we take care to see whether there is any problem or support needed with our offerings , how we hand hold , how our offings function , how it helped in solving customer problem or offering them required pleasure, how we stand by them for present sales or future need , how we keep contact with the customer etc. 

Every thing POST SALES is critical for long term survival of the company.  

Unfortunately most companies are focusing on pre-sales and sales efforts only. That's it. Short-term target -ism is so firmly in command that even CEOs are not beyond that pressure. Who will think LONG TERM??

Like feedback is the feeder for feed forward, after sales are efforts to make every successive sales easier. To existing customers and to new and referred customers.

Who is in charge of beyond QUARTER targets??




Monday, November 15, 2010

Sell on YOUR Strength , not compete on OTHERS'

Compete with your OWN strength. It means it does not necessarily have to have what our competitors are competing on. Our strength r different & so is competing style and capability. A beautiful female dancer can attract those  males who love dance so she does not necessarily have to look beautiful. Rest all will have to look beautiful to get attracted. Those girls who can cook tasty & variety of food can attract food loving male. Rest all will have to look beautiful to get attracted. 

Point is to find your own strength and you will have your own market /market share. In order to capture your market  focus on your own strength and find who are in sync/love with your strength. Rules of the game is not uniform for everyone. You can have your own rule and own way to market your strength (Product, services or time).

Customers are not UNIFORM however marketeers have treated them like that. Sell your strength and not try to compete on competitors' strength.

Dont Just Roam , Relax & Cherish too

Before I get down for the routine let me tell my readers that RISHIKESH (Uttarakhand) is the place u all must stay for few days, It has remained on the tourist map just as a starting point of CHARDHAM Yatra but if you don't stay there for a few days, you have missed a lot. River Rafting, (4 levels) ,  Trekking, Yoga, Meditation , Powerful Ganges, Evening Parmarth Niketan Aarti (Prayer), Hotels and Guest House with River View and Hills & of-course INDIAN Food. Its a perfect tourist place. 

I haven't seen in INDIA  maximum number of FOREIGN Tourists at any one place as they assemble at Parmarth Niketan Evening Prayers. 

We INDIAN Must learn to enjoy our holidays. We travel maximum places in short duration and claim to have seen so many places but without knowing or enjoying real beauty of places we visit. Our hectic life style in regular life has made us hectic travelers. We don't njoy and cherish,  we just count & like to tell others abt our achievement of finishing so many places in short duration.  We ROAM but don't RELAX or Cherish the places.




 

Thursday, November 4, 2010

Deepavali Greetings - Spread HAPPINESS Create MEMORIES !!

Festivals of Light i.e. Deepavali, 


Celebrate with yr loved ones and spread happiness among yr circle of influence. At the end of the day its Memories that lasts,  everything else fades. Memories of time spent with family and memorable experience offered to customers. 


I will be on Holiday and will come back from 15th Nov 2010.


Till then Cheers and all the best for New Year.

Monday, November 1, 2010

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?

Sunday, October 31, 2010

Jainism - 1 - Darshan - Charitra & Gyan

Samyak Darshan: Body & Soul are different.

Samyak Charitra: Good or Bad deeds will bind us and our soul will continue to remain in the cycle of re births. Our KARMA should be SUDDHA (Clean and Pure) without any hatred/expectations/attachments and with neutrality of mind. 

Neutrality towards good and bad is THE WAY to be to attain MOKSHA. Liberation of Soul from the Body of any kind.

Samyak Gyan: When the soul is free from the bondage of KARMA (All our actions and deeds of past and present births) Soul attains Liberation and thats Moksha. No more Re births. 

Gods are souls who have attained MOKSHA. They are not the controller or manager of the world. Theory of KARMA is the operative law in the universe. Applies to each and every living beings irrespective of cast, creed, religious beliefs, geography or sex.

On the day of Diwali (527 BC)  last tirthankar of last chovisi (set of 24 gods) Lord Mahavira attained MOKSHA.

Happy Diwali to every souls on this Universe. May all souls move towards final liberation. 



Monday, October 25, 2010

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.

Friday, October 22, 2010

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??

Thursday, October 21, 2010

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??