Last winter, I was in a local store in Thimphu to buy some PS2 games for my son. I was surprised to notice that the shopkeeper did not even have the courtesy to greet us as we entered his shop. He remained as dumb as a statue as we struggled with our son to locate the games of his choice. We finally picked up a few DVDs and requested him to test them for us but he refused to do it saying they don’t do it. I asked him if we could return the games if they do not work, but he said we cannot return them once we have bought them. He handed over the DVDs to us with the note “No Return” written on them. Once we reached home, we realized that one of the DVDs was not working and that it could not be played. The “No Return” policy of the shop did not allow us to return it. The DVDs were not original either. It made me wonder if it was even ethical for them to burn and create such DVDs on their own for sale.
About two weeks ago, I was utterly shocked to receive the water bill for December 2016 amounting to Nu.1,014. There was no way it could be justified because I have a small family and the level of water consumption is comparatively low. Suspecting false reading of the water-meter, I and my wife went to Thimphu City Corporation to complain. We waited at a counter until a grumpy woman pushed aside the shutter and demanded what we were there for. When we told her our problem, she directed us to the nearby counter. She had no warmth in her voice. She sounded very rude and straightforward. But we chose to keep quiet. However, we found the real angel at the adjacent counter. A beautiful lady with a charming voice named Pema greeted us warmly and politely asked us what was the problem. When I told her the entire story, she immediately agreed to crosscheck the reading and kept my contact number to call me back. Later that day, I received the call saying the reading was correct but the water-meter was found to be running abnormally fast. I was advised to consult the plumber from the National Housing Development Corporation which I immediately did. The plumber confirmed that the meter was malfunctioning and agreed to replace it. The next day, the plumber replaced the malfunctioning meter and also fixed a leaking connection. The water problem was solved, but I was worried the City Corporation might make an issue out of it because I had not sought their consent to replace the meter. I was concerned about how the reading can be continued.
Starting and managing a business is not as easy as what we generally think. It requires adequate knowledge and experience on business management to be a successful business person, no matter how small your business may be. If you look at other countries, you would find people taking up numerous business management studies and training before starting a business of their own. Just selling away what the customers come for, or just having enough financial resources alone does not make you a business tycoon. It also requires a lot of commitment, hard-work and patience to be able to take your business to greater heights. But in Bhutan, I have observed that most of the people get into business without any such preparation. Hence, they lack the knowledge and experience to run a business in a systematic manner. People do not know the core ethics that should guide the business such as customer service, social and communication skills and so on. As a result, they end up driving away their customers instead of serving them with all their heart and paving the way for future visits. Speaking from the experience of an ordinary customer, I believe that if you adopt the right strategies, there will be certainly no shortage of customers, regardless of the location of your business. The following few tips might help you succeed in business.