Ram Dai Vs Rituz (nothing personal)

As marketing students, we all value customers like GOD. But is it all limited to theory alone. When one of us, will get to the market, and open a shop, what are we going to be like. Like Ram Dai or like Rituz.

Ram Dai :

He operates a modest Cafe, in our School's campus. With Marketing students sipping his coffee, some of marketing fundas seem to have rubbed well on him. One of them is definitely - customer satisfaction.

Tell Ram Dai, that the poori , he served was not well cooked. The CEO of KU Canteen, will see to it that you get a replacement. Make noise, if you are getting late for class and he will deliver your tea, on second floor where your class is due. Tell him, you need a 'real' coffee and he will whip up Nescafe like there never was something called an instant coffee. Moreover, he offers, long term credits, keeps smiling at his customers and doesnt refuse if you ask him to heat a little lunch you carried from home. Well how much would you give this guy out of 10 points?

Rituz, the Designer's stitch: (or glitch!)

Situated in the main road of Kupondole, Rituz is a moderately upscale boutique. My first time experience with them was wonderful. They stitched a pink chooridar salwaar kameez (this dress got me rare reviews from my six footer). You wonder, they got a repeat purchase. Yes, I went to them again. Now my question is, how many times do you need to satisfy a customer? Isn't once enought? Turns out, you need to satisfy a customer every time , so that you retain her for a life time. Hmm, i am getting to the designer's stitch, a stitch too tight. They make it lose, they make it tight, they delay it, they don't make it right! And they tell me, the flaw is in the cloth that I purchased (not from them). After 15 days late delivery, and more than 4 visits to their store, I finally paid the bill, took my dress, which I noted was slightly damaged at an edge. No prizes for guessing that I promised myself I would never ever get back to that shop again.

Does losing a teeny meeny customer like me (since I was visiting Rituz second time in a years time) mean anything? Why should they care really? What business opportunity are they missing, in any case. There are many other customers who will continue to breeze in. An unsatisfied customer, is no big deal, as long as you have few satisfied ones..or few who don't complain. Anyways, it must be good to rid, a customer who would go and spread the word online. If Bakery hasn't earned any leverage through my electronic word of mouth, why would Rituz worry about anything. Anyways this is nothing personal, still how many points would you give to this store?

It's a new day

It's November. Cold and sleepy. Here is something on an ordinary Nov. morning. And something that tells me early to bed and early to rise is after all a worthwhile practice.

Just follow the link : It's a new day

Kathmandu to Kolkata

It will be interesting to update you on my recent Kolkata visit. I have been to this city thrice before. Once when I was 4 at my Aunty's wedding, next time when I was 10, on a winter vacation and the third time, I was actually going to Mumbai to attend someone's wedding and had to come to Kolkata and join people going to same wedding from there.

Now, I don't remember anything about my first trip. BUt the second trip was memorable. Me and my sister had good time. First of all, the whole fly to Cal was interesting. Aeroplane, sky and chocolates that the air hostess willingly gives you without telling you about cavities! What else would kids look forward to?

We stared at flyovers with disbelief, we wandered in Niko park amused and we kept pushing the puchkas ( Indian delicacy, aka paani puri) till our little tummies could not accomodate any more of the crispy puris filled with delicously sour water.

However, one thing that intrigued us both was, there was no garden infront of houses. Wait, there were no houses. It was tall buildings and some more tall buildings. Looking out of the windows of Burra Bajar flat (where my mama lives) I could not see anything... Look out from the window back home, and you would see trees and other houses and people. We wondered how people could live in such match box kind houses for a long time. BUt there were good things about Calcutta, you kept the fan on during winters :D And there was such an amazingly large zoo.

My third visit was confined to some shopping. I was buying salwaar suits for the wedding in Mumbai that I was supposed to attend. This time, it was June. The hot and sultry Cal greeted me. I kept puttting ice on my face, drinking coconut water and taking a nap in the sofa below the window whenever there was load shedding (and i managed more than 2 naps in my weeklong stay.)

The latest visit to Cal, is something I have been actually meaning to talk of. I was not too keen on going ...and I was not particularly keen to come back :D

Hmm... you know how one trip can change your life. Well, I reached Cal on 9th of October and met a guy on 11th. NOw what's special about meeting a guy in Cal on 11th?? Turned out, that I and this person were going to meet again and again and again... Until we finally get together. Folks, for a change, in this post there is nothing about customer loyalty, branding, or word of mouth. It is about me and someone special in my life. I am engaged !!!

Kolkata now is going to be home, like Kathmandu still is! I am going to know more of this city of paanipuri, rikshawawallahs of Burra bazar, the malls, the coconut water and my life part II, as Vidwata Mohta!

I promise this blog is not going to be neglected, inspite that Vid is engaged... :)) and writing much of her thoughts to him ;) ... though i have not been really regular, as Annie reminded me today...I promise the posts will keep coming... and so will you ( i hope!!)