[caption id="attachment_107446" align="alignleft" width="300" caption="Bang Malik Meatball noodle soup"][/caption] Could you ever imagine that your Abang Bakso is delivering more memorable service experiences than a big corporation? Let me tell you this story.
Mas Malik is the name of the Abang Bakso, who’s operating his “kampong” meat ballsoup cart around Rasamala Street near to Pancoran. I haveknown him for more than 10 years, when I was still young, fresh graduated, and worked for an international express company operated in Jakarta. I used to have the meatballs from his cart, and until today he knows exactly what I would like to have on the bowl, yellow and white noodles, meatballs, tofu, plus all the flavor dried fried red union and its always a double portionJ. Impressingly he always addresshis loyal customers with their name (Ialways think how he can remember his custumer’s name), greets you while you are approaching him to make an order and shakes your hand. Could you imagine that he had been doing it without any sophisticated software or hardware installed? Even I believe he hasn’t lernt the art complexity of the business process that needs an agreed service level agreement across the people within organization, just like many companies do.
Even Mas Malik could also offer you to order other kind of food from other seller at no additional cost, it was due to my own experience where Mas Malik spontaniously offered to buy me a portion of mix fruit rujak from other seller as i saw a portion of mix fruit rujak on his cart (which the mix fruit rujak actualy belonged to him J), and tempted to take it home. Mas Malik just gives me a positive memorable experience and “forces” me to come again and again only fora bowl of “kampung” meat balls soup.
So do you get how CRM works now? It can start with a simple way. It is simplicity. No matter what your terminology, at the end customers experience is matters. And you can create your own customer experience just like Mas Malik did.
Service is a culture from you and the organization you work for. Now you can start to see yourself how do you rate your service culture level. Does it better than Mas Malik? Mas Malik is delivering service from his heart for hiscustomer’s value. He values you because he understands that he can’t live without you, because you, whom paid for a bowl of a “kampung” meat balls soup.
Now after 10 years, Mas Malik still doing the same thing, selling the same “kampong” meat balls, and he is developing the business by having another food stalls and employing people. He is growing his business.
Looking forward to experiencing Mas Malik’s hospitality again....