Customer

To keep a customer demands as much skill as to win one!

- Guru Prasad Makam

A Customer occupies a large space of the entity's mind. Sometimes a customer's life in an entity could go beyond the life of the entity itself. 

These short snippets emanated from Mahatria's teaching. The following thoughts would give a different hemisphere of viewing a customer. Customer

Trust is not just a brand

Satya is a jeweller in the inner lanes of the city. He is now in the late 60's, and a one-man show. He has neither a commercial domicile, nor a business name. For me, to buy a jewel is an experience in a large entity, with latest designs, intricate creativity and plush interiors. Yet, my father went to

Satya, who had no semblance of any of this. I quizzed my dad – “You have been buying from Satya for over 3 decades, I am not sure why you don't see the latest global showrooms, we will get a guarantee certificate, we would be able to choose from a ton of displays. Still why should we come to this old terrain?” My father retorted with mono syllabi “Trust”.

Many entrepreneurs often have not worked on creating trust as a ‘Brand’. It does not need an advertisement budget, or a business strategy. It is just a way of life. The top management display integrity, it percolates in the organisation. The value system is seen in walking the talk. Not a word uttered, but an action can be an epic. The lowest person in the pyramid would imbibe this quality in no time.

A client or a customer can feel this. It is not a visible mark or symbol, it is a heart language. Customers sometimes see global enterprises as a soul of trust.