Customer or Khast se mar ! ? What is your experience

While there are many definitions of Consumer/ Customer , I will share what I found, easy to under stand and remember.

Consumer:- A person who "buys / consumes " something . Ex. I could be a consumer of a " dinner" at a particular point of time, say 9 pm, and I might even go to a restaurant along the way, just because it was in the vicinity.

Customer :- A custom is something, that we do again and again. Like praying everyday. Similarly, a customer is one, who comes back to the store, after her first visit. While every  one who makes even the first purchase can be called a customer, I prefer those who have decided to come back, because of some "custom" that they found likeable or useful. Ex. They might have liked our service and decided to make their second purchase again at our store.

Now for the "unhappy" Customer or Khast Se Mar !

How many of us have had bad experiences when something we bought did not work out and we went back to the store, only to find indifferent service or people or careless staff/ owner etc, who seem to have an attitude which says, "good once purchased cannot be returned or exchanged "philosophy. While the number of such retailers who even used to display a placard has really come down, we still do experience such "careless attitude" in the stores even today.

Even after complaining, there is no action forthcoming.  In fact, http://www.mouthshut.com is a site dedicated for such complaints, and it is good to know, some of the companies are taking care to respond to such complaints.

Learnings :- 

It often takes quite a bit of money to get a consumer into the store. (A Rs. 1000 per every walkin is not a unusual figure for big Brands ), the responsibility of the staff, to engage the consumer in such a way, that she becomes a "Customer" and not a "khast se mar "after her shopping, is the responsibility of every staff in the store....

Have you had experiences when a store treated you like a valued "customer" or examples of when you were treated with the "khast se mar" attitude. Share it with us.....

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Posted in: Angry Customers, Consumer, customer, learnings, Retail, Unhappy Customers