I really enjoyed reading Mr. Gureja’s lucid writing about striving for customer delight. The author starts the book with a comment about economic reforms in India in 1991 and changes the Indian industry had to recognize and adapt. His style of storytelling is unique and makes for compelling reading.
The author started his career in Sales of Industrial products at a time when Indian companies were benefited by monopolies created by governmental regulations and where customer delight was not a priority. In those days, when there were `waiting lists’ for cars, scooters and even televisions, and the customer delight was not an essential ingredient for success.
From those days to the current times has been a long journey for Indian businesses and I hope they will benefit from the author’s experience and writing.
The book covers case studies from Virgo Engineers limited, Pune, company I co-founded in 1986. With opportunities being few and far, capital scares, we only had our resumes and `customer understanding’ going for us. At that early stage in development, we decided to lay stress on two key areas, business ethics and customer delight. The strategy paid rich dividends and Virgo has grown 1200 times its revenues in 1991. The author’s sharp eye for strategic detail has done justice to Virgo’s dramatic growth without sacrificing cornerstones of our business plan.
With the growth in services sector, the distance between customer and the service provider has in fact increased. The author, through examples has shown how indiscriminate hiring, poor training and outsourcing customer service can do dis-service to customers and businesses.
I have read the book with great interest and have made this available to all members of my top management. Mr. Gureja, by focusing on customer service, has provided guidance and new motivation to my peers in the industry.
I recommend this book to all those who believe `customer is god’.
Mahesh desai
Posted on April 3, 2013 at Amazon