Local business: Customer service, experience and a little remedy
Edward Jamir: My mom doesn't usually prefer buying from shops owned by locals; the reason for which I was soon going to witness while on a shopping run with her.
Being a wannabe 'Patriotic Naga' lol and in my bid to contribute towards the problem of illegal migrants taking over our economic market, I took mom to some shops owned by my fellow Nagas.
Shop no 1: (entered a Naga brother’s shop for Tata Sky recharge)
Me: 'Dada' recharge kuridibi na
Dada: (busy watching TV, not even looking at me) kiman laga? (I answered what he asked)
Dada: (Still watching TV, changing channels and along came his friend, started chatting)
Me: (Getting impatient) olob joldi kuribina. Diri hoi ase ho
Dada: (Gave me an angry look and rudely told me) kuridibo ho...eman joldi toh apni bi nabolabo ola?
Shop number 2: Took mom to a big shop owned by a Naga sister to buy a cardigan for my sister. This time mom took charge.
Mom: 'Bhuni' etu sweater toh kiman ase?
Bhuni: (Mentioned the price. Mom bargained with her for sometime and finally bhuni agreed to slash off Rs 100)
Mom: Aya olob komti kuridibina apni bi
Bhuni: Nabaribo aunty etu saman toh etu daam bara komti kote bee nababo de. Aji kali laga fashion ase, lobo manu toh bishi ase.( I didn't want to loiter anywhere anymore in search of just a piece of sweater so I convinced mom to buy it anyway from our not so friendly 'bhuni' )
After walking a few distance my eyes fell upon the same exact sweater in a shop owned by a non local. Went and asked the price and there was around Rs. 900 difference from what we paid. Thus, we do find 'etu bara komti' price after all.
I am not generalising everyone but you may notice that many of our own parents prefer to throng non local stores because some of our Naga shop owners do not have courtesy for their customers and their prices are too farfetched. Majority of the shops in and around towns are owned by non locals and it’s growing. They are taking over our business so let’s not make our ego and pride lose what's even ours.
Asa Thong Woch: Our local business men/women really need to change the attitude in dealing with the customers. We all know how the non-locals pull the customers by saying, hai boss, sir, uncle, aunty, dada, which one and what style do you want come and check out. After these many years, I do not come across any local trying to humble down that much. They would only stare with zip mouth with an attitude of "if come then come." I don't mean or demand that they (the local) should do or show the same attitude to me or to the other customers but what I mean is that is how the non local make money while we are busy showing attitude and faces to others. What we need to do is, try to win the heart of your customers by your attitude and we the buyers will always remain proud of you and come searching your shop. Another thing is, one will enter in those shops run by non local and if we don't get the colour or size we are searching they will tell us to wait for a seconds/minute, they will go and bring the one we are searching for from their friend’s shop and I am not sure whether we the Nagas are really doing the same or still fear and worry that if his or her local friends next to him or her sell more than him or her (sorry to say if such things don't happen anymore these day). Anyway still not giving up to go searching for our local business brothers and sisters. Thanks to post master for reminding all of us.
Mughapu Swu: "A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so."-M.K Gandhi. This is a great lesson on entrepreneurship by Gandhi that our local shop owners should know. I think a disproportionate concern for profit making by our local entrepreneurs and the lack of professionalism could be the reason why we avoid them, as this is reflected in their exorbitant prices and poor customer service!
Sharon Chang: Just for the sake of "eat local" and "buy local" theory none of the customers would like to be exploited economically. Why would anyone pay extra for something when you can get it in lesser price? Entrepreneurs should be encouraged provided the deal is fair. More than half of the customers might fall into poorer section to whom even a difference of a rupee will matter but talking about our present scenario the difference is no where less than hundreds or thousands. Of course I am not generalizing all the local business people here and the view is from the experience.
Colo Mero: SOME FACTS about us as customers and business owners:
1. It is true that we have arrogant Naga Business Owners and Salespersons in our markets/shops. They better learn to respect and treat their customers as the most important people otherwise their businesses will die natural deaths sooner or later. But there are also good ones, and so let us not generalise for our own sake. I'm proud to know some of the most polite and professional business people and salespersons who are very much fellow locals. I trust them more and will buy from them any day.
2. It is also true that there are many arrogant and unreasonable local customers around. They want the best products in the cheapest price and if possible even get them for free. Some will even force the shopkeepers or owners to give away their goods at throw away kind of rates. Some facts as to why locals prefer buying from non-local shops may be as follows: Self imposed price or forceful bargains are possible. Some will even take away goods without payments or take a taxi ride and not pay. Make false bills of all kinds for Government Departments, Clubs or Organizations they belong which they will feel uncomfortable to do with fellow locals. Such customers cannot do likewise with fellow Nagas. This category of customers must change their ways and stop spoiling our collective image.
POINT IS there are good and bad ones in both the groups. Let us choose to nurture and show our true Naga hospitality, integrity and respect to one another and to the world as business owners and customers alike.
