
In retail 'soul' matters more than size.
Another contrarian title but very apt for the piece to follow. Here is what a colleague had to say about her experience with Indian retail. I am reproducing what she sent me, verbatim:
‘In this day and age ,when we are questioning the usual ways of doing things I too joined in. It was a personal experience that set me thinking. I had to buy provisions for the house and usually I go to one of the 3 super markets in the vicinity. But for a change i decided to pop in to the local viagra store which has been here much before the advent of the behemoths.
It was an amazing experience. The salesperson got me everything that I wanted. He would give me suggestions, tell me about any new arrivals and offered substitutes when any item was unavailable. The owner then billed my purchases with a smile for me and in a jiffy. Then all the bags were carried to my car and that too with a smile. I came away feeling happy. Usually I’m totally harried by the time I get back from a visit to the super market. The billing process is so torturously slow that it leaves me foaming at the mouth! The personnel are detached and by the time I’m through my feet are almost numb.
So what made the kirana experience so wonderful? What was it about this small store with 5 employees that gave me a better experience than a huge, well stocked, well staffed super market ? It definitely was not the ambience. The super market had a wider variety of products and many more discount offers. But in spite of all this gimme the kirana any day. Why?
The lessons I learnt were the following
• Every customer is important.
• Employees should aim at maximizing the satisfaction of each customer. In many cases answering a query with a smile is all it takes.
• Stream line your processes. In spite of the super market being very well stocked the long, slow billing process put me off.
• Your employees should be well informed about what they are selling. Most of my questions regarding availability of products or suggestions were met with unsmiling and unsatisfactory answers.
• No matter how good your product is, the customer is still king. Treat him like one. ‘
My take from this whole post - Even if modern trade gets it’s supply chain, it’s pricing, it’s home brands, it’s margins, it’s location, it’s ERP etc right, what the stores lack is soul! Soul as personified by the smiling salesperson who greets the customer, often by name, the billing clerk (invariably the owner or a close relative) who processes her bill quickly and countless other small but very ‘big’ things!
Mr Ambani, Mr Birla, Mr Tata, Mr Mittal - are you listening to your customer?