Recently I was out on a lunch with my family at a Gujarati restaurant. The place was full with people enjoying the Sunday meal with families. There was laughter & chatter across the tables. While we too, were enjoying the delicious food all of us heard a bell struck near the counter & all the waiters serving the guests loudly said Aav-jo in unison. We all looked towards the bell near the counter. It seemed a happy customer had struck the bell in appreciation & the waiters had responded to that with a cheerful, thumping Aav- jo, a Gujarati phrase for Good bye, Come Again!
What struck me the most was the way the communication happened in that place. The head waiter was simply clicking his fingers to seek attention of the waiters. With signs developed for every food item he was then directing them to serve the customers. No orders, no shouting, no waiting anywhere but you got exactly what you wanted served to you quickly. Anticipate what customers need, guide the team to execute well so that the customer is happy with the experience. This was as simple as it could be or as it appeared. And all this done with minimal verbal or written communication. The recognition from happy customers – Just a Simple Strike on the Bell – no words. They just Come Again!
The Mumbai Dabbawallas too, have earned their fame through the same principle. Anticipate what customers need, guide the team to execute well so that the customer is happy with the experience. On time, every time delivery of the tiffin consistently done over the last 50 years has earned them a Six Sigma certification & an invitation to the Royal Wedding in England. And greatest of all is the trust earned from lakhs of happy customers who use the service daily.
The two examples challenge the ways & means of communication in today’s world of communication overload. Both have devised their own, simple yet highly effective, methods of communication with minimal words. To me, how you Connect is far more critical than how you Communicate with your Customers. True examples of Simplified Solutions, Amplified Results.
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