Customer Orientation

One day after a good satisfying lunch, Don and I hitched an autorickshaw back to our office. The road on which we got the ride is a one-way and the autowallah was reluctant to come along, saying that his children will have to wait. We assured him that we knew a shortcut (that we did), and we would walk the rest of the way ensuring that he gets to his kids on time.

On seating in his auto, I noticed seat belts (yes, seat belts!!) on both sides of the auto. In Hyderabad, upto 6 children are allowed inside an auto. So, in order to maximize revenues, a lof of these drivers have put in a small wooden bench on the opposite side of the seats. This one was cushioned, and to take the cake with a seat belt. Although I seriously wonder, which thin kid must be seating in that position. Watching this, we decided to strike a conversation with the driver. The chappie was a friendly fellow who seemed to be genuinely concerned about the kids.

In a market, where the customer is the king, how many service providers really go the distance and take pains to ensure that the end-customer is happy? The autowallah in this case has gone a step further than norms (and peers) and has tried to re-assure the customers (the parents) about the safety of his end-customers (the children). If the driver can do it, then why oh why cant all the bigger service providers follow suit?

By Prasad Ajinkya

Prasad Ajinkya is the Big Fat Geek and often he spends his time working on the WordPress or Google eco-system. He loves to solve business problems with technology.

5 replies on “Customer Orientation”

Refreshing. Now it’s proved that the Pune rickshaw-wallahs are the worst :) Hydie rickshaw-wallahs are angels.

BTW, have you sworn off the use of the apostrophe?

It’s stands for “It is”
Its is a possessive pronoun.

This is the common mistake, but you go way beyond that… I just noticed :)


Being right is not being obsessive.

Nowadays it’s seeping in. I notice this exchange of “its” and “it’s” even in official presentations and on TELEVISION! Plus I noticed the occurrence of “u” in a leading photography magazine a couple of months back. Go figure.

How did Shakespeare feel when people started using “you” for “thou”?

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