A truly amazing story of a Chennai based auto driver that gives lessons to large corporations like Vodafone, Hyundai and Ted X at IIT, on building customer loyalty, even in Covid times.
Annadurai hasn’t finished Class 12, looks like your average auto driver & can talk to you about anything- startups, innovations, the latest in the Economic Times.His auto has magazines, snacks, books, laptop, tablets, mini-television set &refreshing drinks. All these are no-cost services for his passengers.
Annadurai feels his education started when he started identifying & prioritising ideas to win over customers.He needed to be fantastic at observation & have extensive knowledge to strike up meaningful conversations .
Steps to build customer loyalty
1.Passengers feel irritated in traffic jams: the WiFi keeps them engaged
2.A customer urgently needed a laptop & Anndurai felt bad, not being able to help: he bought a laptop & tablet(led to social media selfies which in turn increased his customers)
3.People often didn’t always have change & sometimes they would forgo the money: he got a swiping machine.
4.Office growing crowd skipped breakfast: started the snack section comprising fruits, wafers, coconut water & more
5.Learnt to say hello in 9 languages & names of Hindi movies, scientists, famous places and sports
6.When the pandemic affected his earnings, he still gave free rides, masks & sanitisers to the needy.
Average monthly income: Rs 1,18,000. He spends Rs 19,000 on products &services to keep customers happy.