Customer Handling

Posted by on Aug 11, 2012 in Blog | 11 comments

Customer Handling


I Have Been Thinking About Sharing My Experiences In Situations Where One Has To Interact With The Customer…. One Such Disaster And A Great Lesson At The Start Of My Career Which I Distinctly Remember And Would Like To Share…

I Was Moved To A New Role Within The Organisation Where I Was Responsible For Profit And Loss Of A Business Unit..desire To Succeed Was There But Did Not Know What To Do To Succeed As Usual :-) so The Desire Drove Me To Take On This Challenging Role. I Was Quite New To This Business Unit And The Products That I Was To Handle Were Projectors. Sanyo Used To Be The Among The Top Three Manufacturers In The World And The Brand Apparently Was Known.. So The Primary Challenge Of Letting People Know The Product Was Not There…now What Next? Meeting Potential Customers..

Where And How Do I Find Them? Obviously The Potential Users

1. Cinemas 2. Education Institutes 3. Any Establishment That Needs To Present The Data Or Video

Started Searching On The Web..found A Company By Name PSTL (Pyramid Saimira Theatres Limited). I Went Though Their Web Site And Found That They Were The Pioneers In Movie Digitisation And Transmission Along With UFO Movies…what Next?

During Those Days I Used To Carry A Certain Amount Of Professional Arrogance And Wouldn’t Deal With People Who Are Not Decision Makers Or The Top Guys :-) of Course With Experience I Realised The Need To Work With People At Various Do I Get To This Top Guy..? From The Web I Could Figure Out That This Guy’s Name Is Saminathan..

Any Common Connection/ Friend/ Reference? Nope…but On The Web Site I Found The Board Number…called On That Number…

I Asked The Receptionist If I Could Speak To Mr. Saminathan?

Receptionist: Who Are You?

Mohan: Ma’am, My Name Is Mohan And I Need To Speak To Mr. Saminathan..(IN An Irritated Tone Intentionally…just To Impress On Her That I Have Known Saminathan For A Long Period Of Time:-)

Receptionist: Sir (tone Already Changed :-) to Lot More Affable), He Is Away In BangaloreMohan : Oh Ok, Would You Mind Giving His Mobile, I Seem To Have Misplaced His Number Somewhere…

Receptionist: Oh Sure..( She Gave Me Saminathan’s Number).

Mohan: Thanks Ma’am, I Appreciate Your Help

I Dial In Saminathan’s Number.. And He Answers..

Mohan: AI Speaking To Mr. Saminathan?

Saminathan: Yes…Who Is This?

Mohan: I Am Mohan. I Represent Sanyo In India…as You Probably Are Aware We Are World’s Leading Manufacturers Of Projectors…I Understand You Have Been Doing Excellent Headway In Digitising Movies In India…in That Context I Would Like To Come And See You And See If We Can Establish Synergies Between These Two Entities?

Saminathan: Hey Mohan, I Am Travelling Now..shall I Get Back To You Later?

Mohan: I Will Be In Chennai Day After…when Are You Back?

Saminathan: I Am Back Tomorrow…

Mohan: Okay ..let Me Advance My Trip To Tomorrow Instead Of Day After… What Time Will Suit You Btw?

Saminathan: I Am Fine With 2 Pm

Mohan: Thanks..See You At 2pm

I Take The Next Day’s Flight And Land In Chennai..get To His Office And His Secretary Makes Me Sit In Their Board Room…plays A DVD Taking Me Through Their Organisation..the Work They Have Been Doing Etc…after 10 Mins The Guy Drops Into The Room…he Was Looking For Some One With Grey Hair And A Troop With Him..suddenly He Sees Someone Who Doesn’t Fit Into The Stereo Type Senior Guy:-) I Could Distinctly See A Sense Of Disappointment In His Face…

Sami: Hey Mohan..glad You Came Along (artificial Pleasantries…:-) €tell Me What Can I Do For You..

Mohan: I Was Watching Your DVD Before You Stepped’s Quite Impressive ( You See A Big Smile:) Btw How Many Theaters Did You Digitise So Far?

Sami: We Did 300 Already And We Are Looking At 700 This Year..

Mohan: Wow… So U Take Over The Theatres And Install All These Equipments And Charge Royally…is It? (thanks To Background Check On The Company)

Sami: Yes, That’s Right ..(slowly His Disappointment Is Waning…:-)

Mohan: I See That Projectors Are An Important Element In Your Business Proposition….btw Do You Know That Sanyo Is World Number Two In The Projectors Business…though Sanyo Is 26 Billion Usd Company Close To 2 Billion Comes From Projectors Worldwide..

Sami: Really? What Kinds Of Projectors Do You Carry?

Hosh Udgaya Mera….kya Bol Raha Hai….I Am Talking Projectors And This Fellow Is Asking What Kinds Of Projectors? I Didn’t Even Know That There Are Different Technologies In Projectors…

Mohan: We Have All Kinds Of ProjectorsSami: Single Chip Or Three Chip?

Lo…ab Ye Kya Hai? Potato Chips Ke Sath Projectors Chips Bhi Hote Honge:-)

Mohan: I Am Not Too Sure….Sami : Do U Guys Make DLP?Mohan: I Am Not Too Sure…He Stood Up And Said Thank You Mohan For Coming And Walked Out Of The Room…Friends,, This Is My First Sales Experience…I Felt So Miserable..I Just Screwed It Up By Not Knowing About The Product That I Intended Selling…didn’t Do Enough Homework ..wasted A Couple Of Million Dollars Opportunity…

Lesson Learnt From Then I Don’t Venture Into Any Meeting Without Knowing The Subject…especially If You Are Meeting A Person For The First Time..if You Are Not Prepared And Don’t Come Across As A Competent Person/authority On The Subject, Audience Doesn’t Want To Waste It’s Time..that May Be The Last Time You Are Seeing Them…

So Venture Into Any Thing With Full Preparation…else Don’t Bother :-)

Will Write Next One On What Has Worked :)

Cheers Mohan - How to create a stuning and smooth popup in jQuery - How to create a stuning and smooth popup in jQuery


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