Mallu's Corner

Every weekend I and one of my friends have breakfast at this South India small tiffin centre. The owner cum chef has also started recognising us loyal customers. My favourite is 'onion dosa' with some juice, which we get it from nearby shop. There are few learnings from 'Anna' as we call him.

1. Every customer is important. He ensures that every customer is given due attention. He will surely make sure to check with customer in case anyone feels unattended. He somehow recognises the same.

2. He does not use a computer or a note book to take the orders but ensures to maintain deliver the order including tele orders one by one without reminder and flawlessly with good number of footfall. This essentially means that these external aids are actually stopping us to use our memory power to the fullest. 

How many of us used to have mobile childhood back in 80's - none but we used to memorise landline numbers. With the advent of mobile phone book - we hardly remember anyone's contact number (frankly speaking I only remember mobile number of my spouse, parents and brother - not even for my sons that too only primary number as now a days most of us has more than one mobile numbers). We feel helpless to recall someone's contact number in case mobile is out of order / switched off. That's the reason probably doubly ensure that phonebook is not impacted while changing the phone.

3. Superior quality is critical. He ensures maintain the quality, which in fact the reason for us visit his tiffin centre multiple times.

4. Transparency is very much needed to build the trust. He cooks food in front us (hence takes little extra time) and serves. No doubt about the cleanliness or quality of material. You can see and satisfy yourself.

5. Dedication towards the work means a lot! He is focused in customer service without any distractions. Do what you love and love what you do!

6. The way you are served makes more difference that qualities of core product. On a lighter note, 'Anna' is happy serve with additional 'samber' or 'chatni' as you want demonstrating that after sale service is equally important.

In summary, demonstration of all the above at all times - makes one consistent with behaviour and sustained performance. This helps 'Anna' to stay above so many competitors in nearby area.

#tosangy