Customer Relations in Coimbatore a personal observation

When we talk about managing Customer Relations we always talk about big firms which uses fancy software's and some charts which show how it has increased the performance of the company because of good customer relations. But we never talk about the small firms and franchisees in small towns and how the customers interact and feel about them. I will list a few examples of my experiences as a customer in the city of #Coimbatore in Tamil Nadu India.

A friendly shop in time of distress:

#Demonitization was one big horror which many Indians cant forget. I too suffered and had no cash in hand and groceries were about to run out . I normally buy groceries monthly in a supermarket near my house. I had picked all groceries and came for billing, but the POS network  was busy so payment was not processed, there were around 20 customers like that, I was thinking they will ask to come and collect the grocery tomorrow. But to my surprise, they just collected our address and phone number and asked us to pay tomorrow when the network is free and they insisted on us taking the groceries home. This created a very positive impression for that shop and I regularly buy grocery from them . this prompted me to tweet immediately.https://twitter.com/a_samnaveen/status/797819941051215872

A very poorly maintained hotel:

There is a hotel near Ramanathapuram junction in Coimbatore . It had a very hyped up opening and they made a small puff piece come in location section in The Hindu. I visited the hotel along with my wife, the interiors were good and decorated tastefully, when we were about to finish our dinner the last order was lime juice, it came up and in it was floating a small cockroach. we were very disappointed and we came out and asked for the bill. they added the bill for the  drink we didn't drink. I shouted at them paid my bill minus the juice and came off. It is the last time I ever visited the hotel. I also recommend my friends to avoid the hotel. If they had jus apologized I might have thought of visiting the hotel again. Now they have got an active advocate against their business.

A Place with good memories: 

There is yet another hotel called Haneefa  near Nava India signal which I have frequented more times, just because the manager was very courteous and asked us if we enjoyed the food and ambience. It was truly a good experience and I frequent the place for the memories it created for me.

Customers are really watching firms on how they react and how they treat them, companies which creates delight for customers are the ones that created great lifetime value from their customers. and companies which really shines in anticipating the needs of customers and exceeding their expectations are the ones which really benefits from their customers.