Nand Kishore Pansari
"If a customer leaves happy, he will bring 25 more buyers in. If he leaves our store dissatisfied, he will take 100 clients with him."
He is a man of few words and many awards.
Mr. Pansari, a B.Com graduate, started his career in textiles in 1979 with a 100 square feet shop where he sold garments of leading brands. His journey has now progressed to 4 shops at Kolkata, Gadia, Burdwan and Durgapur. He features in the list of most successful franchisees in the history of Raymond.
It was in 1987 when he opened his 'The Raymond Shop' at Poddar Court, Kolkata. As it happens with most men of extraordinary capabilities, his capabilities as a good businessman were doubted by people. But for the last 10 years this shop has been leading the sales chart. If you think location is key and homogenised service standards sell, 18 Rabindra Sarani is the place to head. The location of this shop is by no means better than the posh locations boasted by its counterparts. Still his shop sales lead.
He is also the largest wholesaler for Raymond in the northern region, running by the name of PGI Distributors.
'Be customer focused' is his business strategy. He says that customer is not king, he is god. All marketing fundas would go for a toss, given the way Mr. Pansari conducts business. His shop at Burdwan generated sales of Rs. 50 lakhs within the two months of its inception. On being queried about his decision to move from upmarket Kolkata area to an agricultural area like Burdwan, he states that the customers are the same everywhere. His move has indeed been proved judicious by the success of the shop.
Footfall during peak season at his Poddar Court Raymond Shop can go up to around 800 per day. While this may not seem like much, with conversion rates of almost 100 per cent, the numbers add up. The average shopper spends over Rs 1,800 on a single visit, but weddings can prompt spends of around Rs 5 lakh at one go as well.
His son has diversified into the books business and has brought Crossword to Kolkata. "My father knows all the regulars. He knows their families, who is married and who is scheduled to get married" says son Sidhartha.
Mr. Pansari gives his 100% to his job. He works from 11 am to 9 pm every day, personally interacts with customers and trying to resolve their complaints.