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HEADACHE
Apurva- G.M. of Sunshine LTD Apurva is searching for good caterers as the existing caterars does not provide up to mark service. Rajeev- Subordinate to Apurva Rajeev suggests The Great Taste restaurant recently opened a corporate catering division.

THE MEAL
Apurva and Rajeev were politely attended by manager and enjoyed great food.  Great Ambience  Nice music  Preferred Food  Classy cutlery This is were they meet Mr. Chavan, owner of The Great Taste
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FLASHBACK
 Apurva remembers a bad experience as a customer.  During his college days he went with his friends in a new restaurant where they ordered Biryani.  Apurva had a habit of having ketchup with every food and so he ordered ketchup with biryani which was denied by the waiter and also got insulted by the manager.  They were made to pay the bill even though the didnt have biryani. So this was his NEGATIVE KETCHUP .

 Apurva had organized a get together at his place for his old B-school friends.  They had a chat on good and bad experiences as customers.  Good service in an industry is like a ketchup served. It does nothing but its absence is felt.  Healthy Attitude by itself is the most important element in the dish called service.  And it is only service that enhances the relationship between the seller and buyer

THE GET TOGETHER

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 Harsh and Ushma decided to spend there New Years Eve at Alibaug resort and they paid Rs 19000 in advance.  They were happy by looking at the view of a resort. As the time passed they started coming across problems like no network, cold chapatis, impolite staff.  Next morning while checking out, they were forced to pay Rs 100 instead of Rs 14. That was their NEGATIVE KETCHUP.

THE RESORT AGONY

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MALL MISERY
 Furqan brought a electronic game from London for his son. The game which he bought was not working properly so he sent an e-mail to the manger and he also sent the game by courier to London.  The manager of the company immediately sent a new game with ten year validity gift voucher and also apology letter. This was his POSITIVE KETCHUP.

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 On the other side, Priya went to Iskcon complex to have food which was delicious.  The moment he went to have chapatis, he found that chapatis were cold and so he requested for hot chapatis.  On this the supervisor apologised and immediately served them hot chapatis. So this was their POSITIVE KETCHUP.

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THE BAKED SERVICES

 Once Furqans went to buy Macaroons and there he experienced that he was neglected by one of the counter boy even after asking for macaroons repeatedly.  From this he felt that he was taken for granted. So this was the NEGATIVE KETCHUP.

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THE DECISIONAnna s Remedy

 Enquired about the tastes, preferences, cultural mix of the staff.  Regularly visited premised, hand-picked supervisors, took feedback and implemented it.  Food never fell short.  Special menu served for festivals

Courteous staff with clean uniforms. Kept cafeteria spic and span. Chinese sauces, salt, pepper promptly provided. Menu decided well in advance. Guests welcomed wholeheartedly. Meal served hot even 30 minutes after scheduled close of lunch time. Treated office cafeteria as if it was their own place. Good food, rest and relaxation.

POSITIVE OUTCOMES OF KETCHUP

K- Kindness E- Empathy T- Trustworthiness C- Care H- Honesty U- Uniqueness P- Putting it all together

K- Kill Relationships E- Estrange Yourself from Customers Requirement T- Taking the Customers for Granted C- Carelessness H- Haggling Over Trifles U- Underhand Dealings P- Pride

Negative of KETCHUP

THE MESSAGE
Customer will change service provider when P (Pain due to Continuing) is greater than C (Cost of Changing). With all the resources in the world, if the attitude is not correctly tuned, it is as good as having no resources at all. It is human tendency to focus on negative experiences. Branding is all about the level of customer service provided.

Conclusion
Customer retention Build great relationship with your customers and your team Going beyond expectation = greater sales and happy customers; More the Customers. More the Business. More the Profits.

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THANK YOU

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