Embrace customer orientation, the way you can.

Photo : self clicked

When Mr. Narendra Modi was elected to run world’s largest democracy, he launched several iconic programmes on cleanliness (Swatch Bharat Abhiyaan), women empowerment (Beti Bachao Beti Padhao), Digital India, etc. As is known to everyone, Digital India got a major boost with Demonetization drive announced in November 2016. Life has changed for many Indians post Demonetization. It is not just some currency notes out of circulation, but it has led to a lot of mindset change of embracing technology.

I am writing this to highlight about a not so known individual by name Avinash Giri who runs a PUC (Pollution Under Control) certification centre in Chembur, Mumbai from an almost discarded van parked roadside close to a petrol station. The manner in which simple and apparently not so smart man has embraced technological change and enhanced their service standards is an example in itself.

Few days back, I got an SMS from Avinash reminding me that the PUC of my car is expiring in next 7 days and I need to get the same renewed soon. Two days prior to expiry, he sent me one more reminder. Second reminder was enough for me to renew the certification but obviously I went to him to get the same renewed. The smiling face was greeting me when I reached. He then went on to ask if he can improve any of his service standards. Before I could speak anything, he asked me if I would object to a telephonic reminder next time? If fine, what time of the day should he call? If I object to a call, would email be fine? Was patient enough to take other inputs, if I had any.

Impressed with his customer orientation, I asked him on the thought process for him to embrace technology. He, with his broad smile said he is doing his bit for digital India. He went on to say that lot of his clients miss out the PUC renewal dates as that is not set as alerts by many. He also said that this was the easiest for him to record and alert subsequently. Embracing ‘cashless’, the man accepts digital payment too. He also maintains the record of repeat customers now. This is a classic example of someone’s customer orientation and developing a “machine learning” model in an absolute manual mode.

The point is — if Avinash Giri can, why can’t we change the way we do customer service?

I am sure if we change our approach, we can change the way we do business.