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?