Training program for Hi-Fliers on “Customer Delighnes- A Key to success ” organized by Rural Maharashtra
on June of 3rd 2005 by Mr. Harshwardhan Ranade, Director S.H. Chem. Tech, Rural Maharashtra
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BYST Rural Maharashtra organized a training programme on “Customer Delightness: A Key to Success” at Electronica Machine Tools Ltd., Saswad. Mr. Harshawardhan Ranade, Director, S. H. Chem Tech, Pune conducted the training session on Customer Delightness. It was a special training programme organized only for those entrepreneurs who are doing very well in their respective business and can become a hi-flier in near future.

After introducing himself, Mr. Ranade asked to give introduction to each entrepreneur to get aware about the business of each entrepreneur. After finishing the introduction session he asked few common question to all entrepreneurs who were present for the training programme, such as…

  • Is there any quarrel happened between you and customer?
  • What types of customer usually come to your place?
After getting the answer from each entrepreneur, Mr. Ranade explained the basic logic behind successful business. He said that Perfect knowledge of Product / Service, Financial Backup & Growing Market; these three terms are very crucial for successful business. For this purpose employee needs to create faith in his product / service. He also asked that how many common / repeated customer comes to your place? He explained the importance of repeated / common customers for the existing business. He also explained the reason behind why do these customers comes to your place repeatedly? He suggested that identification of new customers each & every time is very expensive in today’s scenario for any business. Most of the time it happen that small number of repeated customer gives large business. He asked to tell experience to each entrepreneur when he / she satisfied and delighted. After getting the answer Mr. Ranade explained the difference between customer satisfaction & customer delightness. He also emphasized that self-happiness is lying in customer’s delightness. He said that when you get more than your expectations, then you get delighted. As per Mr. Ranade’s view, “when your inner soul gets satisfied, you get delighted” is the real definition of Delightness. He tried to explain the real meaning of Customer Delightness through games and case studies. He gave example of a salesperson that tunes the same radio channels in Lexus demo car, which were in customer’s old car. This act of salesman delighted him and he purchased that car. He gave few commandments, which could help them in the process of customer’s delightness.
  • Try to understand customers’ psyche
  • Try to get feedback from customers
  • Try to understand customer’s expectations
  • Try to provide good ambiance along with the good quality of product / service
  • Be careful regarding your attitude
  • Give equal importance to each customer
  • Try to observe customer’s action
  • Do you want something else? or How do you feel Sir/Madam? Ask these types of question to customer and do deep study of their feedback.
  • Never over commit, Always under promise
  • Always keep smiling
  • Try to make constant eye contact with polite manner

After the session entrepreneur discussed their queries with Mr. Ranade.

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