Does truth delight the customers?

I had some problem with my eyesight and I got it checked with one of the ophthalmologists nearby. He suggested me to use glasses for about a year. I checked with some of my friends who use glasses, and most of them suggested I exercise and try to get itback to normalcy before switching over to glasses.

Then I thought I shall get a pair of them because that way I can minimise the damage to my eyes and it would heal faster. I went to 'Titan Eye +' showroom to get a pair of glasses. Just like any other optometrist, they suggested me to go for an eye check-up in their store. While I still had time for my turn, I was checking out the frames available. Around half an hour later, they called me in for the test. I was told that I do have some sight problem, but suggested me not to use glasses for that small a number. Give it sometime and get your eyes checked at regular intervals.

Truth... What if they suggested me to buy a pair of glasses because I am in their store to buy one after a doctor's prescription? I would have bought it. Considering the fact that the price of the frame is from anything between Rs. 900 - Rs.4000, they had an opportunity to earn at least a grand. However, they chose not to do that because they thought I would not need it. I was delighted, with the truth, because being in business and losing customers like this would mean loss of business. They still chose to tell me the truth.

But what is the advantage that they get out of this?

a. A delighted customer

b. Word of mouth

c. Prospective customer when s/he chooses to buy the product

d. Providing the moment of truth to the consumer.

With the four factors mentioned above, they can rest assured that I would be suggesting my kith and kin to go to Titan Eye + for their vision accessories. Mission accomplished... It is always important for an outlet to serve the consumer at it's best, but what is more important is to tell the consumer that s/he actually doesn't need the product right away. May be, you can wait for sometime and come back to us, and we will do our best if need be.

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Coffee with a smile

"Something missing in your coffee... If it's a smile, you get your coffee free..."

Easier said than done. To ensure that a consumer feels nice about coming to a place to unwind is probably the first experience. We go to this outlet and this young guy aged between 21-25 years walks in with a big smile on his face and enthusiasm in his speech. I am sure this way of welcoming ones consumers will work everywhere.

Every consumer walks into the store with an expectation towards their product or service. To start the experience of the consumer with a smile would be the best start. Visualise this: You drive around 10 Kms to reach a store and the employee in the store welcomes you with a big smile and an enthusiastic voice. Feels good, doesn't it?

That is what every seller is trying to do to their customers. Delighting their customer by providing remarkable customer service. That is why it is called Moments of truth. One of the most important factors driving brand loyalty is moments of truth. According to what Prof.Ray Titus observed, Customer Service levels have certainly changed in India. Reasons - Competition... Every other seller has something to offer more than the other, and no variations in positioning and differentiation will make any difference till the customer is delighted with the service. Customer is... and will always remain the King. Sphere: Related Content