Delighting your customer

I’ve to acknowledge that in this world of “heavy” sales pitch and large budget marketing, we fail to notice people who provide us service quietly, efficiently and go out of their way to do a good job, yet don’t make a big fuss about it. We give these people repeat business because they are good at their work, but they don’t get written about or awarded or given accolades for helping make people like do better. I want to talk about a printer guy that I’ve been working, who has done an excellent job of delighting us. (I’ve to mention he is tardy and never keeps time, but this post is not about that!)

We are a startup and I don’t end up giving him large quantity orders. Orders range from 500-1500 pieces for print and at these quantities most (offset) printers refused to give me good rates. He on the other hand, the first time I worked with him, took up the job gladly, did it in reasonably good time and offered me a very good price for the order. The second time I worked with him, he gave me a substantial discount on a price that we had agreed upon (which was already a good price as per the market) and he did it again the third time round! I was surprised when I saw the bill.

I never had the time to thank him for this gesture and he never made a hue and cry about it either. I finally did it today and I’m giving him repeat business for sure. But, more importantly, I learnt a thing about “delighting one’s customer” without making a big fuss about it from him today. If you are good and you are giving your customers something of value, they will realize it without you having to do “heavy-duty” pitching.

This lesson is even more important because he doesn’t speak English or Hindi that well at all, at least not well enough to have a “misunderstanding-free” conversation and so much for the importance of learning “English” that we place in India. Anyway, I’m tending to believe more and more that in life it is really important to do one or two things really well and just get the rest of the things “right” enough, that defines success more than well-roundedness! What say guys?

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2 Responses to “Delighting your customer”


  1. 1 Anoop May 27, 2010 at 12:25 pm

    I agree with you.. But success is a very relative term, to some well-roundedness may define success.

  2. 2 Ganesh Ramanan June 8, 2010 at 2:38 am

    understanding the pulse of the customer plays an important role in “delighting a customer”, and sales pitch differs from customer to customer.

    He giving you discounts might turn into a “heavy sales pitch” until he surprises you one day with a bill without any discounts.

    I liked your statement “it is really important to do one or two things really well and just get the rest of the things “right” enough, that defines success more than well-roundedness” and i agree to it . well said…

    Regards
    Ganesh Ramanan


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