Roll up your sleeves and get out of your office

I am on a customer visit with our CEO, Mr.  S Sridhar for three days. Our visit is focused on spending and understanding the customer mindset and also on getting feedback on our newly launched products.

%name Roll up your sleeves and get out of your office
Yesterday our day started with a meeting at a customer’s house, which was around their #agriculture field. We got a chance to spend time with both father and the son. The meeting was most useful as it gave us perspective on the thinking of both these generations and their decision making points for #tractors. The sincerity and hard working attitude is what connects the two generation and it is clear that the young generation is a vital part in the decision making.

%name Roll up your sleeves and get out of your office

The second customer who we met later that afternoon was even more interesting. He has a parcel of 35 acre of land and had returned recently from Australia after few years. In the time that he was away he had leased his land out. His return to India and hometown is simply due to his love and emotional  comfort in India .  Our chat with him was unique, considering that he has experienced some of the world’s most respected brands.  We were very pleased  to understand that he decided to purchase our newly launched ‘Farmtrac’ product. Our discussions with him were most insightful and we were delighted with his feedback on the  product.

We return tomorrow back to #Delhi and I continue to enjoy my endless chat sessions  with Sridhar on various subjects from homeopathy to various issues on strategy at Escorts.  We both in our chairs have taken few defining decisions for Escorts and in the process enjoyed rural surrounding.

Mr. #Nandan Nilekani  had advised me ” Nikhil 30% of your time must be around your customers” and I am most thankful to him for this advice. Both Sridhar and I have decided that at Escorts we will not allow anyone to be a part of a sales discussion unless and until the person has met with 20 customers and spends minimum of a 7 days time in the village. The idea is not to see them as numbers, but as emotions.

One of our strategic values at Escorts is ‘Customer Centricity’  and from today my message to everyone is, specially those  who are not from the  sales and marketing  department, is to get out of their offices and spend some time in the market.

Go out and learn….. That’s the only way it works….. Trust me.. I hate people who pretend to know things without travelling and enjoy just making the PPT presentations…

Time to roll up your sleeves and hold the hands of your customer!

Good luck! 

10 thoughts on “Roll up your sleeves and get out of your office

  1. surendra gaur

    yes sir, time has come to phase out PPT culture from the system .Time has come to demonstrate the facts in field. Warm Regards,

    warm regards, Surendra K.Gaur

    Reply
  2. RAJESH KHANNA

    Direct contract with every possible customer not only help in clearing if and buts of customers but also help in to understand the buyer/client nature/behaviour and their exact needs/requirements/expectations with the product and at last help to get execute deal/sale quickly.

    Sir,your mail will certainly encourage everyone in the organisation to make maximum efforts to work with this new approach and give maximum contribution to make it super company in 2014 .

    Reply
  3. Madhu Kain

    Sir your mail will certainly encourage everyone in the organisation to spend time with every interal and external customer with the aim to achieve company target quickly.

    Reply
  4. Vipin Kumar/Corporate/Head IT

    Dear Sir

    Your observations are extremely relevant. It is nice to see you going to the field and bringing customer focus as the center point of your strategy.

    Warm Regards,

    Vipin Kumar

    Group IT

    M: +91-9810229742 | L: 0129-2564994

    From: vipin.kumar=escorts.co.in@bounces.wp.com [mailto:vipin.kumar=escorts.co.in@bounces.wp.com] On Behalf Of nikhilnanda Sent: Thursday, January 30, 2014 1:28 PM To: vipin.kumar@escorts.co.in Subject: [New post] Roll up your sleeves and get out of your office

    nikhilnanda posted: “I am on a customer visit with our CEO, Mr. S Sridhar for three days. Our visit is focused on spending and understanding the customer mindset and also on getting feedback on our newly launched products. Yesterday our day started with a meeting at a c”

    Reply
  5. Jitender Bhatti

    Thanks Mr. Nanda for sharing this interactive session with us yesterday during Technology day. I request you to spent just 1% time with L02 & below grade Escortians. I can assure you that, this 1 % time of yours will give us 100% motivation & 200% contribution towards the changes required to achieve our 2020 goal.

    Reply
  6. guptaabhinav

    We all in Escorts should be committed to constant innovation, apply our knowledge and skills to develop more productive, more efficient, more powerful, more reliable and more profitable machines to make our customers feel special and happy!

    Reply
  7. MEGHDUT GUHA

    Organizations have talnts and we just don’t know their strength . We need to have the approach of welcoming best practices brought by people who come and join the organization . It’s free and comes spnteneously. Normally if a person doesn’t get warm welcome in the organization, he goes back to shell and start feeling insecured. It becomes really difficult to bring them out again. It’s a loss to the organization, the whole organization need to realize just one thing, as the most important aspect. We can and we will win.

    Reply
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    Reply

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