It was typical busy day for all the employees in D-Mart but for Payal & Bhagvat they were having best of their time; they were doing something great that not many top-end corporate employees in MNC find difficult to do. Showing planning, preparation and execution – all systematically for D-Mart. Piling the cartons one over the another so that it doesn’t create any trouble to the shopper; trying very hard to fill the stock with high sense of priority, totally understanding their role to timely fill the stock so that customer could get their favorite items on shelf.
But what is more important is they were showing high level of energy in their work and at the same time carrying happy attitude – nicely working in harmony, without getting disturbed from crowded shoppers. One can easily find that they there were simultaneously assisting customers with their choices and also pointing them where they can get their items.
I was impressed by their simple act of exceptional customer service. And to some extend stunned to observe that there are lot of efforts that goes in making any organization successful and most of these small efforts goes unnoticed and what to speak they also go unrewarded. There will be dozens of such Payal & Bhagavat in D-Mart and possibly in your organizations who work without any thought for reward or recognition. .
One thing we all can pick from this small incident – these two employees didn’t wait to gain big role or title of leader to exhibit such wonderful work but wherever they are with whatever they could do – they did and the results are shown in form of great customer experience. So we don’t have to wait to become big leaders to great things. We can start anywhere at any time!
But there is one more thing I notice about them – their simplicity. They don’t even know the top jargon of customer-centricity and happy attitude; for them it was natural, may be part of their personality. Their down-to-earth behavior looked so inherent and not something that they have forcibly thrown on to themselves. In this world of digitalization and automation such gesture of human touch and care from front-end employee is rare. I feel product to shop at D-Mart and thanks D-Mart management for inculcating such sound and fundamental principles of care and service in their employees.
We, at Anand Munshi feel special to witness this exceptional care for customer and loyalty towards their own work. We feel honored to welcome Mr. Bhagavat and his college to join our elite group of REAL LIFE HEROES who without any hidden motives serving customers and D-Mart, no wonder D-Mart is the favorite place of millions of Indian to shop groceries!