Many ways of losing customers
In a survey that was conducted finding the answer to the most popular
question, “which company gives the best customer service?” still seems
to be an elusive dream. Almost all Sri Lankans believe that there is no
such firm, that strives to give superior customer satisfaction. Firms
that lost their customer base, or had experienced a decline in sales,
admit, that their main problem was no customer service, whether internal
However, our discussion here is not about gaining new customers, but
about how we could lose them. Given below are simple, but powerful ways
any firm could adopt to lose its customers and go bankrupt within a few
The word CareLess truly gives its true definition.
Recently I had to visit a private hospital regularly due to an
ailment of a family member who was hospitalized. The large number of LCD
displays, and beautiful infrastructure were, very welcoming. The medical
care given is so pathetic, the poor service given by its people. The
staff had no idea about any procedure, and most of all the physicians do
not come at regular intervals to visit the patients condition. The
hospital publicly displays posters, which states that the hospital
values their staff as well as the patients.
If patients abuse their staff, they will be strictly dealt with.
A hospital must be more caring towards their customers who are
patients, as well as the visitors, for instance this is a sure fast way
to lose patients due to the poor service rendered and thereby the firm
loses its credibility.
If any hospital is looking for loss, this sure is the right place to
succeed in losing customers.
Coarse mouthed customer
Another way of losing customers, that is when employing personnel at
the front office or at a customer interface point, it’s better to have
people employed who got real shanty toned voices who keep on talking
with the employees while customers are being ignored. This is a built in
mechanism which cannot be changed and therefore a firm who recruits such
people can definitely be on the fast track to losing customers.
LiNDA charms the housewife
In the highly competitive home appliances and consumer electronics
market as many brands joust for position and the attention of the
consumer, a brand is making strong inroads by paying attention to key
areas and mainly focusing on the consumer. LiNDA brand of home
appliances and consumer electronics, has steadily earned the trust and
respect of an increasing number of consumers through their product
quality and consistency.
Brand Manager for LiNDA, M Hanzaff Mohamed described how the brand
has continued to grow over the years with its emphasis on quality and
affordability. “LiNDA has been in the market for around six to seven
years and has steadily grown and we have improved in terms of sales. Our
product has improved and we are at a stage where we can compete with the
more popular or well-known brands in terms of quality and price.”
LiNDA is marketed by The Tradesmann SL., which primarily focused on
manufacturing, but has successfully expanded in to many different areas
has been in operation for the past fifty years. With expansion and
growth the company has diversified into trading which today accounts for
a large share of the company’s turnover. The company is one of the
largest providers of domestic hardware products in Sri Lanka. The
largest manufacturers in the country for hinges, nuts and bolts.
Tradesmann SL which pioneered in coloured steel roofing with its
GANGA brand, and its brand of corrugated GI roofing sheets ‘SEVILI’
leads the market.
GANGA is a Sri Lankan brand that leads in the Indian market too. “We
have a huge sales and distribution network that covers every state in
India. We have four manufacturing facilities in India currently in
operation and two under construction to be commissioned soon, to provide
the same quality and standard as we do in Sri Lanka,” says Hanzaff.
The company has a internationally recognised certifications including
ISO 9001:2000, ISO 14001:2004 and OHSAS 18001:1999. Apart from
manufacturing and trading, the company is a leader in the distribution
With this impressive background Tradesmann SL imports the products
from original equipment manufacturers(OEM) in several countries like
India, Japan and Malyasia, where the products are manufactured according
to its requirements for the LiNDA brand.
“To ensure that these quality standards are met, we have liaison
officers in all the countries we work with. There, these officer do
factory visits during production, packing, and even when it is finally
being loaded into the containers.
“We maintain a quality check at the place of production, all our
products are SLSI certified. We again give random checks to ensure
conformity with our quality standards. At any point if the quality fails
we reject the entire shipment.”
Hanzaff further states that, “one of the things LiNDA believes in is
that the benefits of luxury modern conveniences and home appliances
should not be exclusive to a particular segment of the population.
Everybody has the right to enjoy it considering that everybody’s life is
fighting for time and becoming more complicated.”
“While maintaining the quality, we also maintain the price at an
affordable level where everyone feels very comfortable and not cheated
We have had customer testimonials LiNDA products had served them
unfailingly for many years, and they would buy another LiNDA product
without a second thought.”
During the coming festive season LiNDA wishes to introduce a Cookware
range, a DVD Player and a Portable Sound System along with other home
appliances such as cloth dryer racks, steel flasks, and many more.
Maharaj Water Pumps are domestic as well as agricultural water pumps.
With the expansion of the consumer electronics range we will be
expanding one after-sales network which will be led and guided by our QC