Hug Your Customers & They Will Hug You Back
I am on a market visit with Sales Chief of our construction business, Mr. B Rajesh and Regional Chief, Mr. Ravi Chandran Narayanan (17 years with Escorts and his father who worked for 42 years with my grandfather, H.P Nanda. I stopped by at his home to take blessings from his mother and father. They fed us with the most delicious idlies made at their home in Mumbai -Thank you!).
We met with many customers from the construction industry and took their feedback on our products and services. What actually amazed me was their knowledge on products that is available across the #construction industry. Their knowledge is so deep that you may mistake them to be engineers! They know what they want and have all the benchmark of products that are functional in the overseas market . I was truly impressed with their candid understanding…….
In one of my meetings with the customer, we actually went deep into a product planning session. It was amazing and at the end of an hour’s discussion, he gave me a clear road map on products that we should plan and manufacture for the future….. It was a brilliant session and I really enjoyed it. Waiting to share this data with my team when I get back…. Unbelievable!!!! So much to learn from our customers… truly Amazing!
Their decision making tree is around the job rates they get from large customers like L&T and others. They have a clear expectation on their income as a percentage of their spend on the machine and this is broken down monthly and on a weekly basis. At the end of three years, it must pay back for itself with plus profit.
These customers are #entrepreneurs with an insight and ambition to serve and grow like any other entrepreneur in our country. My two days visit has given me some incredible insights on the trends of product segments for the future and some quick win thoughts that we need to look at to increase our share of business across India. We will implement them right away…….
I feel very proud to see Escorts products on many large projects across our beautiful country and can proudly say to all the Escortians that we are not just building #construction equipment cranes, but we are also helping India build its #infrastructure in our small way..
Well done team Escorts! India is an emerging super power and we feel proud to be a part of this journey and contribute with rest of our countrymen. In the process, Escorts will emerge as one of the most respected company of India.
My message to all at #Escorts Group and to others who are reading this blog is that you must embrace your #customers, and you will be surprised to see the dividends and learning’s from doing so… People who don’t do this, I can’t understand how they will grow both personally and professionally…
I am flying back to #Delhi with a lot more insight on how we can serve you better. Thank you for the discussions , both me and my team enjoyed it
If you have any further feedback, then you may write to me at: firstname.lastname@example.org
I will return again and review our progress in building a spirit of mutual partnership.
Thank you and see you soon #Mumbai!!