This happened recently.
The sales
person of Bata showroom in Malleswaram informed the that the price is Rs. 500/=
to my inquiry. I was a bit surprised since Bata’s popularity came through, at least in part, their
habit of pricing any articles @xxx9. I didn’t think much of it at that time
assuming that he is tired of repeating the exact price and rounded off the nine
to the nearest zero.
But more surprise was in store when he raised the bill also
at Rs. 500/=. I again assumed that Bata, for once, has changed the pricing strategy.
But it was a real shocker to me to find
that the price was indeed Rs.499/= ONLY when I reached home and opened the packing
and by chance glanced at the price tag before throwing!!
Another unfriendly act also happened
with the same purchase. When I opted to pay through Amex credit card the very same employee told
that the company do not accept Amex. I was surprised since I had
purchased a pair of shoes from the outlet of very same Bata in Phoenix Mall with Amex
card just a week earlier. When I pointed out this he simply shrugged his shoulders and stood his ground.I am sure Bata can not have different
policies between their outlets.
Why did the Sales person behave
as he did? Could it be he is trying to play smart or is lack of awareness on how such seemingly simple acts can put off customers. Either way it stems from his basic attitude; lack of Customer Focus – “couldn’t care less”
attitude.
How do you change the attitude? That is the biggest challenge today - changing the attitude of employees. 2015 version of ISO 9001 therefore includes 'change management' as one of the requirements for QMS
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