Services at hometown
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Transcript of Services at hometown
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INTRODUCTION
• Home Solutions India Limited (HSIL) is a part of Future Group.
• Home Solutions - A venture of Pantaloon Retail India Limited, a Future
group company.
• Future Group is India’s leading business group.
• Led by Mr. Kishore Biyani (CEO), the Future Group operates through six
verticals :Retail, Capital, Brands, Space, Media and Logistics.
• The group is currently developing over 50 malls and consumptions centres
across the country. Future group vision Everything, Everywhere, Every time
for every Indian customer in the most profitable manner
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Future Group Core Values
• Indianness confidence in ourselves
• Thought & business Leadership
• Respect & humility
• Introspection
• Open & receptive to new ideas, knowledge & information
• Valuing & Nurturing Relationships
• Simplicity & Positivity
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Home Solutions (India) Limited-Kitchen Section- component
1-Service environment
• High visual appeal at the stores.
• Creating high customer expectations – Service provisions displayed as
electrical fittings, plumbing, interior decoration, modular kitchen, etc.
• Store divided into sections as Exhibition, Market & Services.
• Hometown positioned as an amalgamation of value- lifestyle propositions.
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2-Service product
• Products from all major manufacturers of several products as sanitary ware,
bath fittings, fixtures, furniture's, etc. displayed.
• Customers given price, service & product guarantee.
• One year guarantee on workmanship of jobs undertaken from the date of job
completed.
• Every product or service provided backed by reliable manufacturers and service
providers.
• Exchange/ Refund option with customer in case of any manufacturing defect.
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AB GHAR BANANA KITNA AASAN
“KEEL SE KAMRE TAK, GHAR BANANE KI SAARICHEEZEIN AB EK CHAT KE NICHE”
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• “What you see is what you get”.
• Exhibition sections with 40 living rooms, 16 modular
kitchens, 30 bedrooms, 30 dinning rooms, 23 bathrooms.
• Promised best value, products, services and superior
experience.
• Promoted ideas via aggressive advertising in the form of
News paper advertisements, hoardings, slogans, brochures
and pamphlets.
Future Group Promise
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Customer Expectations And Service Delivery Gaps
Incident of Mrs. Dogra who was a middle classworking woman who wanted to revamp herkitchen with trendy smart designs.
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COMMUNICATION BETWEEN CUSTOMER AND THE HOME TOWN
June23,2007:
Mrs. Dogra sends an email to Mr.Vinod-
Stating the sad state of affairs where her expectations were not met and not taken
care of. She said that she was being treated like a beggar. She also mentioned that as
a customer she was being given shameful treatment. Her queries were not being
responded to and she was feeling thoroughly neglected.
Reply from Mr.Vinod-
He states that he would compensate for the harassment by supplying a chimney.
Mail from Mrs. Dogra-
She expresses her agitation against the company for not meeting with the
expectation of the customer and resorting to further delay in delivery.
June26, 2007:
Mail from Mrs.Dogra-
Requesting the status of delivery.
Reply from Mr.Vinod-
Assuring delivery of materials the next day.
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June29,2007:
Mail from Mrs.Dogra-
Issues with improper inspection. She was feeling extremely harassed.
Reply from Mr.Vinod-
Providing information about plumbing work.
Mail from Mrs.Dogra-
Disgusted about the fact that customer is being taken for a ride. She asked for refund
of the money if the installation wasn’t completed by the next day.
Mail from Mr.Vinod-
Issues with plumbing and unpleasant atmosphere.
Mail from Mrs Dogra-
Attached a few pictures to show the status of the kitchen.
July17, 2007:
Mail from Mrs.Dogra-
Expressed that kitchen is still dysfunctional. Stated that ‘Ab ghar banana bahut
mushkil hain.’
Reply from Mr.Vinod-
Mentioning the dispatch was delayed due to rains.
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Provider GapGap 1 : Listening Gap
Communication barrier
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Provider GapGap 2 : Service Design & Standards Gap
Service delivery process
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Provider Gap
Gap 3 : Service Performance Gap
Poor service intermediary
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Service Quality
Reliablity
Resonsiveness
Empathy
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Thank You
U’rWelcome….