Services at hometown

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

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

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.

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.

AB GHAR BANANA KITNA AASAN

“KEEL SE KAMRE TAK, GHAR BANANE KI SAARICHEEZEIN AB EK CHAT KE NICHE”

• “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

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.

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.


Assuring delivery of materials the next day.

June29,2007:


Issues with improper inspection. She was feeling extremely harassed.


Providing information about plumbing work.


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:


Expressed that kitchen is still dysfunctional. Stated that ‘Ab ghar banana bahut

mushkil hain.’


Mentioning the dispatch was delayed due to rains.

Provider GapGap 1 : Listening Gap

Communication barrier

Provider GapGap 2 : Service Design & Standards Gap

Service delivery process

Provider Gap

Gap 3 : Service Performance Gap

Poor service intermediary

Service Quality

Reliablity

Resonsiveness

Empathy

Thank You

U’rWelcome….

Services at hometown

Marketing

Transcript of Services at hometown