Customer service

May be it is because I was reading several articles written bu Ron Kaufman in the last few weeks, I started thinking more about how to serve customers better. What better way can we learn than learning from people around!!

My wife likes an Indian snack 'Golgappa' which is commonly found on roadside. However, she chooses to eat at only places where the vendor uses hand glove while making it. Although it is a mile away from my home, occasionally I take here there. Apart from normal practices like greeting, smiling etc, there is one thing special with this guy which amused me. My wife ordered a snack that costs Rs.10. This guys prepares it and before serving it, he gave a small sample of the portion to taste it. I was like Wow...he says he can improve the taste based on our feedback.

I saw my wife enjoying the snack and couldn't resist and ordered one for myself. The guy prepares it and gives a sample to me as well. I said I don't have to taste it because he just prepared one for my wife and she liked it. He said "No sir, your taste would be different from Mam's". I was like Wow...

Now, I'm talking about a Rs.10 purchase. It reminds me the importance of customer feedback and involvement in acceptance of product even before he buys it. Seeking feedback at any phase where rework is possible enhances customer satisfaction to a greater extent.

If my wife prefers to go to this place because of hygiene, I will certainly take here there because of this guy's customer service.