- Enjoy giving customers joy
BY JAGDEEP KAPOOR
The Brand Service Professional who is all eagerness and enthusiasm is a delight for the customer. The bubbling over of energy and high voltage Brand Experience is contagious and soon the customer also shares the drive of the Brand Service Professional. Passionate Brand Service Prescription, is bound to get spectacular results.
There are some Brand Service Professionals who love their jobs. They are committed and are always fully involved in their work. Work is a way of life for them and they enjoy serving people and helping them. They plunge themselves into making sure that their customers get a good Brand Experience and are a happy and satisfied lot.
Imagine for a moment a patient convalescing in a hospital after surgery. The doctor and nurse, Passionate Brand Service Professionals both, come to visit him regularly. They are like catalysts to his healing process. They chat with him, reminding him of his days on the football field and telling him that it wonít be long before he will be playing again. They are so involved with their patient that they make him feel good. Unbeknown to him, the Brand Service Professionals goad him on towards the path of recovery by softening an otherwise dreadful Brand Experience. They reduce the pain of the medication and keep the patient in high spirits. They are practicing the Passionate Brand Service Prescription.
Mass-based Fast Moving Consumer Services (FMCS) and individual branded customer services, both practise my Passionate Brand Service Prescription.
Banks like Standard Chartered and Citibank, mobile phone services like BPL Mobile and Orange, airlines like Jet and British Airways, the hospitality industry including the Taj and Oberoi hotels, the travel industry including RCI Ė all of them have Passionate Brand Service Professionals. Like Aarti from
Standard Chartered, Nalini and Neetu from BPL Mobile, Dimple and Ami from Tajís Inner Circle, Radhika and Vinuta from RCI and even Jeetu from ITC Grand Maratha Hair Cutting Salon. These persons provide caring services and when you deal with them it is at once evident that they are intimately involved in their jobs. They follow my Passionate Brand Service Prescription quietly and the brands they represent reap the benefits of their devotion to duty.
Individuals whose branded services have reached soaring heights because of the passion that drives them include Shamak Davar whose dance classes have proved to be popular, Raell Padamsee whose Little Actorís Club grooms many theatre talent, Vispy Kapadia who has managed to take a sport like karate out of the closet and make it the rage of the teen brigade, Mickey Mehta who markets health and fitness with a panache thatís rare in this field.
At the individual or mass level, my Passionate Brand Service Prescription raises customer satisfaction levels to new heights.
A customer can always tell if a Brand Service Professional is fully involved in his work. They can spot a Brand Service Professional whose heart and soul is in his job. Passion isnít something that a Brand Service Professional can fake. If it is there the customer will relish every nuance of it. A Passionate Brand Service Professional will give his customers no end of joy. For him it is not just a job that he is doing. It is work that he does with love and affection because it is a way of life.
He is a Passionate Brand Service Professional because he loves his job.
Copyright © 2005, All rights reserved with Jagdeep Kapoor Ė Managing Director, Samsika Marketing Consultants Pvt. Ltd.
No part of this document may be modified, reproduced, stored, deleted or introduced in any retrieval system or transmitted in any form or by any means (Electronic, Mechanical, Photocopying, Recording or Otherwise), without the prior written permission of the copyright owner of the document.
The author is Jagdeep Kapoor, Brand Guru and Managing Director of the successful Samsika Marketing Consultancy.
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