Me along with one of my team member at Leela Manufacturers visited a custom curtain making shop at 9:30 pm near Soni bazar, Rajkot for our factory machines.We were suggested a perfect and a particular address in the bazar where there are thousands of small shops. Thats when I thought there must be something special about it.

The shop owner was already busy tending to a customer and politely told us to wait.

Our requirements were particular and I thought no one would do it. Instead he listened patiently,gave two more suggestions for us that were more helpful than what we thought we needed (people generally don’t listen when its closing time,instead he gave more suggestions). He finished our work.

I said I liked your work and thanked him. He said “Its necessary to know what the customer wants”.

The important thing is that yes he was correct but there is more to this incident than just listening to customers. What struck me at that moment was that he “provided more than what I demanded or required and he provided support/service even though it was closing time with boatloads of work yet to be done”.

In our quest to provide the best rate,the most innovative products and to find new markets it’s important to not forget the basics.

They can be learnt only if we keep our learning curves open. You never know what that small shop in the old bazar give a lesson that are hard to find in any business seminars/class.