This is my usual place for home shopping and also observes the latest in hyper market trends in retail. To avoid rush and also to check the store first thing in the morning I normally visit just it opens at 11.00 AM. Most of the occasions I have found that the store is in complete mess, staff is still not at work, only 1 or two check out till are operational and most importantly most items are not stacked on shelves.
Today, as I entered the store it was a very pleasant surprise to see the store very neat & clean, clean aisles, well stocked, staff in place and smiling. Normally I take some time in filing my trolley but today it was very quick and 100% of my shopping list was available. I move to the check out and to my surprise all the tills were manned and operational. I picked the one waiting for the customers and I was through within 5 minutes. It was truly world class experience. I just asked the cashier, Sarita; do you have a new store manager? She was amused and said “no”, what happened. I shared my experience with her and she was very pleased and proud to hear that. But she gave me a secret that probably due to forthcoming Independence Day sale we are not getting enough customers and that is why we are in this shape. I enquired the store manager details, Vikas Kulkarni and decided to see him and complement him on this effort.
I met Mr. Kulkarni and congratulated him on this experience of mine and wished him to maintain the same when I visit next.
I sincerely feel if all retailers make some effort to give such an experience to their consumers it will make a huge impact on their consumer loyalty.
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