This was a presentation I gave at a regional event of Bharat Petroleum illustrating our distributorship\\’s customer service initiatives.

1. Grihalakshmi EnterprisesA Humble beginning Like A spring the beginning of all things are small…

2. Grihalakshmi Enterprises C u s t o m e r s e r v i c e m e a s u r e s New connections and Additional cylinders should be installed at the customer premises. All refills should be home delivered. Safety clinics, awareness camps, educational campaigns etc. should be conducted. Statutory inspection every 2 years and PDI during refill delivery. *All delivery boys have cell phone with them and they can be contacted at point of time.

3. Grihalakshmi Enterprises *Market surveys should be conducted regularly to study and monitor the potential of various Products. *The delivery boys, the office staff and the distributor should meet periodically and review the results. *The staff and workers should be entitled for a reasonable share of the profit so as to reduce employee turnover. All complaints should be attended as per norms…to improve customer loyalty. Well done…is better than well said…

4. Grihalakshmi Enterprises I n f r a s t r u c t u r e For every 2500 customers, a vehicle is needed. *A team of staff should be provided exclusively for conducting Sales promotion programmes. Remember...The Quality in a service or product is not what you put into it….It is what the client or customer gets out of it.

5. Grihalakshmi Enterprises Other general facilities to be provided at distributorships may include; Generators Xerox machines Scanner, Printer and Fax Note Counting machine Computer systems Digital Cameras Phones connected vide PABX

6. Grihalakshmi Enterprises…Our First LPG Clinic… . By inviting customers to the showroom

7. Grihalakshmi Enterprises…LPG Educational Stall… . Properties of LPG are being discussed…

8. Grihalakshmi Enterprises…Accident Care… . Scouts and Guides

9. Grihalakshmi Enterprises…A big experience … . Exhibition stall

10. Grihalakshmi Enterprises…Attracting attention of public… . Ventriloquist…creating awareness

11. Grihalakshmi Enterprises…Safety begins at grass root level… . Members of a Kutumbasree Unit

12. Grihalakshmi EnterprisesMohana Mama…the Teacher to many . May his soul rest in peace

13. Grihalakshmi Enterprises…An open ground for safety… . Free Stove repair

14. Grihalakshmi Enterprises…Safety Stall at highway… . To create awareness in Villages and towns…

15. Grihalakshmi Enterprises…GO-N-WIN 2007… . A Sales Promotion campaign

16. Grihalakshmi Enterprises W h a t I s B r a n d P r o m I s e ? As far as LPG is concerned, the Quantity & Quality are assured by the Company/Government. Proper service to the customer is given by us. In the area of Beyond LPG, the vendor has to ensure Quality & Quantity. We will ensure service to the customer…provided THE VENDOR EXTENDS ALL SUPPORT TO US.

17. Grihalakshmi Enterprises TheCustomers don’t expect you to be perfect…but they do expect good service from you...which few are willing to give. LET US BE DIFFERENT…

18. Grihalakshmi Enterprises ‘Did you know…’ A Winner is always part of the answer A loser is a part of the problem A winner always has a programme A loser has excuses A winner says ‘let me do it for you’ A loser says ‘this is not my job’ A winner sees an answer to every problem A loser sees a problem in every answer A winner says ‘it may be difficult but it is possible’ A loser says ‘it’s too difficult and may not be possible’ Are you a winner ?

19. ******** THANK YOU