I find it very strange, because, on one hand there are always people accusing us for not thinking about Indian products, and then when I try to make contact trying to find out a bit more about the products, there is NO response. I really do not know how to interpret this. May be they do not want to do business outside Bangalore for logistic reasons (like service or whatever). That is the most positive way of looking at it, I guess.
There are a couple of reasons:
1. Most of these companies in India are started by technocrats who have no idea what marketing is.
2. Once you reach a comfortable state in your business, you start to get a little lax in your efforts and also start having some pride. You don't chase each inquiry, believing so much in your products that you think the customer will automatically come back. None of the dealers I have interacted with in Chennai (or elsewhere) have ever called me, expecting one who was surprised I left the shop without placing an order. When I asked him if he know what I was looking for, he had no idea.
3. Many of the establishments expect all clients to be referred. I am not expected to just call or walk in. You must be a person of some substance, or will be ignored.
4. As a rule, we Indians are very lax when it comes to marketing to fellow Indians. A lot of issues come into force - (1) Who is this guy? (2) I know more than he does (3) Why is this idiot asking me silly questions (4) Can't he come prepared? (4) Does he have the money, or is he wasting my time? (5) Does he even know what music is? (6) My God! what kind of movies does he see? (7) He thinks too much of himself listening to these stupid English/Hindi/Tamil/whatever songs. (8) Hah! He thinks he knows about sound technology, he has just learnt a few words, and is throwing them about.
5. The minute you mention a competing product the owner or shopkeeper either get belligerent or defensive. 'How dare you compare my product with this?'. 'Do you know the product is made in a sweat shop in China?'. 'Do up know how much love and affection I have given to my products?'. Excuse me folks, all I was looking for was simple assurance that I am buying a good product. No such luck.
As a rule, we get very confused with our assessment of the other person, our expectations, and end up screwing the relationship.
But, lately, this does not seem to be with India only. With the recession running, I thought a vendor will chase each and every inquiry. I am spending enormous amount of money trying to get prices from a few shops in Singapore for a HTPC case. The stock answer, 'Send me an email'. The email is never answered. When I call again, I am greeted with aggression.
Even face to face, the issue is the same. Yesterday I went to one of the largest computer shops in Chennai. I was the only client, and there were over 6 people behind the counter. No one, NOT ONE looked up to acknowledge me. When I asked some questions, the look on the face of the counter person was, 'Oh god, one more pain in the neck'. In another shop when I asked for a MX item, he placed it on the counter and walked away !!
A few years ago, the owner of one of the oldest shops in Chennai approached me to train their counter and sales people. The shop called 'Currimbhoy' has been around for donkey's years. When I started the training, my first question was, 'do you people like your job?' The owner was shocked and I had to shoo him out of the room. Today, he has three shops in Chennai and has expanded into Puducherry and other cities.
Usually when I go to a shop or establishment, I wait patiently to get the attention of the owner or sales person. Invariably, someone barges in, shouts about what he wants, picks it up and walks away. Why would the shopkeeper or sales person even acknowledge me? He must be thinking I am just a idiot gawking at his wares. When you enter a super market in the US, you are left alone to fend for yourself and is expected to call a shopkeeper when you want some help. In India it seems to be opposite. If you just walk around for a few minutes, you immediately become a suspicious item. The sales person will ask you if you want anything, and just follow you making you feel like a thief. No smile, no 'can I help you sir', nothing.
Our shops and establishments need extensive training in client management.
I suppose if a vendor comes back to me as a follow up by himself, I may faint !! Just to give you an example. I had placed an order for a sub woofer cable with a vendor in Chennai. I forgot to take delivery for some reason, and picked it up six months later from the same vendor at a discounted price. I know it is the same cable, as I saw his internal papers where my six month old order was mentioned. The sales person did not even acknowledge I was the same person !!
Sorry, the words came out in a rush. I have learnt a lot. One; do not to expect any response or expect the vendor to be pleasant. Two; be very persistent and keep harassing till you get what you want.
Cheers