Sep 23, 2008 12:48 AM
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Every year, right from my college days there is post Onam tradition at home of all women folk in our family rushing for the reduction sales that hits the town. This year I came down to Kottayam happy that I would again be enjoying the reduction sales offers.
Our first choice was Seematti - one of the most popular textile shops in Kerala and a big household name. But it turned out to be a very sad and disappointing experience. The service was pathetic and almost resulted in stampede due to lack of proper space management. From a shop that is so famous, this is the last thing customers expect.
To begin with, the entry and exit is a single point resulting in huge rush and men unnecessarily pawing helpless women. One could bearly breathe in that hot stuffy space with people stamping your foot and pulling your hair! There is not even proper ventilation!
When one finally managed to wade through the crowd and reach a section, you could bearly peep over someone's shoulder to glance at the dresses etc. if by chance you caught hold of one, there would be someone else tugging it from the other end, ending in a squabble.
If you are lucky to win the fight, you need to again wade thru the sticky crowd to reach the billing counter located in the centre of the mini hall where a single system and an outdated printer(could seriously hear it coughing!), was busy handling all the purchases! amazing! after an endless wait, you again wade back and reach a section at other end to pay cash. Then starts a long search for your items. Your are pushed from one section to another to search and identify the purchase you made.
By this time, one is completely drained out. And you hardly even have the energy left to push your way out through a small common gap in the wall where some other innocent victims are walking in with great hopes about purchasing from reduction sales!
Just think, is it worth going through this kind of diffculty for a purchase savings of few hunderds of rupees? Ive personally decided never to enter Seemati's reduction sales until such time that I hear conditions have progressed.
What was really amazing is the CEO Beena Kannan herself was present this time overseeing the sales. But I wonder if she was really watching.Because if this is happening for consequtive years, surely she hasnt noticed the customers dissatisfaction all this while.
I personally spoke to Beena Kannan at this point and politely asked her cant billing area and cash payment area be arranged close to each other so that customers dont have to face the inconvenience of wading through one end of the stuffy room to another when its already packed tight? The reply she gave me was one of the most rude and arrogant answers ever! Her whole attitude was'shop if you want to, else get lost'. And obviously mistaking me for a student, she even started giving me gyan saying'management is more than your MBA books'! This, from a woman who is praised as being very smart and business savvy! Very sad Beena Kannan.
Ive heard of Beena Kannan as being a very resourceful business woman. But this bitter incident makes me doubt her ability in management. Hasnt anyone here heard about'customer convenience'?its a big shame - to the company and the management. Please remember, apart from low price and range, customers all require comfort of shopping.
A few practical suggestions/advice to the Seematti management, albeit not from any MBA books!(I hope someone is listening.)
1) Please make separate entry and exit doors.
2) Have a more systematic way of handling purchases and customers
3) Try to make billing, payment and delivery sections close to each other so that people dont keep circling the already cramped room
4) The'special' reduction sales space in Seematti is not more than 1000 sqft for which proper airconditioning will not even cost much for the company. Isnt that the minimum they can offer customers who bring in profit? Atleast, more fans?
5) Keep well informed sales persons and assistants who are polite to customer needs and give consideration to aged people, women with children who come here for shopping
6) Have some provision for seating, atleast outside the reduction sales premise so that if someone feels uneasy, can be asked to take rest there for a while.
7) have some kind of queue system everywhere, even in shopping section so as to avoid stampede and rough pushing and manhandling
8) Have an area to provide drinking water - some customers who come here travel hours and spend another couple just to shop. To avoid any case of dehydartion in such a hot environment, water is a must. And it will cost you nothing! Its called humanity, the other side of doing business!
And my one piece of advice to all customers - enter at own risk!
