The essence of Customer Relationship Management is to segment your customers as high value customers and low value customers, develop systems and procedures to take good care of the high value customers. 1/n

The belief is that 20% of the customers give 80% of the business and hence need to be nurtured.

Now where have I seen this philosophy being applied?

2/n

Let me roll the years back. I lived in a rural area. My father, being the local Executive Engineer in Electricity Board, was considered to be a mini VIP and in turn a high value customer. 3/n

We had nearby a tailor, named Aruchami. This guy had a small tailoring shop with a single sewing machine. He will make personal visit to 10 or 15 important clients in the area, take measurements at our houses, collect the materials and deliver the finished dresses in person 4/n

A kind of customized personal service. Our work used to get precedence over the other relatively non affluent working class people, whom he used to run around in circles to the extend of positively discouraging them. 5/n

Part 2

Those who missed Part 1 here it is https://t.co/myV2RhzsxJ 1/n

The Toilet issue also brings to my mind memories of my childhood

We always had clean toilets.

But my grandparents lived in an Agraharam (Village) where there was only one toilet, which was in abysmal condition.

You wouldn't dare enter the toilet, because it was pathetic 2/n

I was asked by my father to go and stay with my grandparents for at least 2-3 days a month, and I would dread at the prospect of using that toilet.

Most of the time, I wouldn't and return home with severe constipation, or stomach cramps. 3/n

My grandfather never used the toilet and used to defecate in the open. This caused us considerable embarrassment whenever he visited us, and complaints would flood in from people in the neighbourhood. 4/n

I was a frequent traveler by train in my youth, and the number of people defecating in the open along Railway Tracks always made me angry.

I could see ladies getting up hurriedly whenever the train passes them, protecting their modesty. 5/n

I furnished a list of items to a newly wed couple (South Indian) who are setting up their home in B'lore. This list is indicative & should serve as a ready reckoner just so that they wont have to scratch their head thinking what is needed. Additions/deletions will be there 1/n

Sofa Set - 2+1+1 - Go for Wooden one with Cushion. They last longer and the cushion can be changed later. The rexine stuffed sofas look great but dont last more than 3 years. Most of the time they use very cheap wood inside, as they are covered. 2/n

A glass topped wooden teapoy that matches with the sofa set.

Cot - Instead of a Double Cot, suggest go for 2 Single Cots and join them together. This way one gets more space, and it is easy to clean under the Cots. 3/n

Go for matching orthopaedic mattresses. They support the back. Go for slightly harder ones

4 Pillows

At this stage guest cot is not required

2 Seater Dining Table with 2 Chairs should suffice and saves space

4 Plastic/ Deck Chairs that can be stacked 4/n

Refrigerator - Invest in at least a 270 litre - 300 litre as Fridge lasts long. Go for 2 door but ensure to buy one that has a smaller freezer. Frost Free with a higher Star Rating - 5 or above. Look for 7 years warranty for compressor. Buy a good brand 5/n