Supply Relationship Management
Service Encountered at
Harra: brand of clothes
Service provider: Harra
Encountered with: Myself
Situation: Went to shop kurti but bought Dress Fabric (went with high expectation due to positive past experience)
Experience: Wanted to buy readymade kurti Entered shop and came to know they have only fabricslogical next step was to leave shop but the sales women was very convincing she convinced me for fabric didn’t like any fabric for kurti again logical step to leave the shop but she could convince me to see dress fabrics products were really good but what was convincing was her way of presenting those goods her way of expressing products automatically made high price of goods justifiable
Good things: Good products, excellent salespeople, sales people have very good knowledge about products, very persuasive and expressive salespeople, good ambience, good layout that made product easily visible
Feeling/Attitude formed: Positive attitude formed
Expected behavior for future: Next time whenever I have to buy dress Haraa would come first to my mind Flower of Supplementary Service How we received supplementary service during our encounter. Which effect created difference in our experience?
1. Information: Customers require information on various elements of service that they buy. Sales person at Harra had perfect knowledge of all the products with them. She knew even minute details about the fabrics that they sold. It was really a delighting factor. 2. Consultation: As we are often confused over 2-3 dresses which one to buy, she consultated me about the best one, which one would suite me and reasons for same and also she gave me opinion that for my purpose the dress was perfect. She also gave me suggestion about how to last the shine of dress even after multiple wash. 3. Order taking: She instantly book the dress that I finalized. 4. Hospitality: There was no such hospitality factor involved, just one thing that she offered me
Harra: brand of clothes
Service provider: Harra
Encountered with: Myself
Situation: Went to shop kurti but bought Dress Fabric (went with high expectation due to positive past experience)
Experience: Wanted to buy readymade kurti Entered shop and came to know they have only fabricslogical next step was to leave shop but the sales women was very convincing she convinced me for fabric didn’t like any fabric for kurti again logical step to leave the shop but she could convince me to see dress fabrics products were really good but what was convincing was her way of presenting those goods her way of expressing products automatically made high price of goods justifiable
Good things: Good products, excellent salespeople, sales people have very good knowledge about products, very persuasive and expressive salespeople, good ambience, good layout that made product easily visible
Feeling/Attitude formed: Positive attitude formed
Expected behavior for future: Next time whenever I have to buy dress Haraa would come first to my mind Flower of Supplementary Service How we received supplementary service during our encounter. Which effect created difference in our experience?
1. Information: Customers require information on various elements of service that they buy. Sales person at Harra had perfect knowledge of all the products with them. She knew even minute details about the fabrics that they sold. It was really a delighting factor. 2. Consultation: As we are often confused over 2-3 dresses which one to buy, she consultated me about the best one, which one would suite me and reasons for same and also she gave me opinion that for my purpose the dress was perfect. She also gave me suggestion about how to last the shine of dress even after multiple wash. 3. Order taking: She instantly book the dress that I finalized. 4. Hospitality: There was no such hospitality factor involved, just one thing that she offered me