Mini bus and customer relationship managementA couple of months ago, I had been to a temple town. The nearest bigger town is around ten kilometers away and is called Kumbakonam. This is also called the town of temples. At least one hundred temples within a radius of around ten kilometers. The number of foreign tourists who visit these temples is increasing day after day.
Be that as it may, my travel by a mini private bus was simply a great learning experience. The driver and the conductor knew every single vendor by name. At around 5.30AM in the morning, the vendors had vegetables, fish, seven varieties of spinach, eggs, fruits and even huge quantities of banana leaves. The driver would meticulously stop the bus at points where each vendor would get down. A co-passenger said that since it was a marriage day, the banana leaves were in huge demand and would reach the villages where the weddings were held. The entire stretch was fabulously green and the conductor later told me that at least twenty thousand rupees would change hands within ninety minutes!!! He also told me that there were at least six more minibusses that would have the vendors.
Simply amazing, to say the least. Customer relationship management was superb. The passengers also seemed regular and were happily chatting with the customer. Lessons for any MBA student, for sure!! Have Members seen and experienced this kind of customer relationship management?