Alka Dwivedi

Somewhere, I have read,

“Business is a lot like tennis-those who don’t serve well, end up losing.�

I was reminded of this statement while reading Seth Godin’s post. And it’s a sad reality in India that the post sales support concept is still crawling. Once the sales are achieved and product or services are sold to you, you are doomed, if the product is not under warranty period.

Services industries are even worse. Once you have accepted their services and paid the membership fee…

One of my neighbors has taken up the membership package of a well known medical clinic. That’s it. Unfortunately her daughter fell ill frequently. Once for two whole days, she tried getting in touch with them via phone but to no avail. She has their SIX landline numbers, but still she couldn’t contact them. They won’t entertain anyone without appointment. Fair enough. But for appointment, one has to pick up a phone of at least one number out of six. Finally she went to their clinic and there they refuse to talk to her without appointment. Of course she thundered and gave them a piece of her mind.

They might think of them as very smart. But of course they won’t get my membership and I will keep my near and dear ones away from their clinic. And bad word of mouth publicity will keep their prospects away and give an edge to their competitors.

This entry was posted on Thursday, November 30th, 2006 at 1:53 pm and is filed under . You can subscribe via RSS 2.0 feed to this post's comments. You can comment below, or link to this permanent URL from your own site. Your comments will appear immediately, but I reserve the right to delete inappropriate comments.