Talking rationally, it can be said that as such there is no secret formula to success. But the success stories of successful people can certainly be the secrets that everyone wants to know.
Having many such success stories to his credit is Anil Malhotra, the COO (chief operating officer) of Elante Mall, Chandigarh, who took the charge in August last year. During an interaction with Anil, we took a sneak peek into the vision that he carries for promoting mall culture among the folks of Chandigarh and its surrounding regions.
Building connect with customers
When we say vision, for Anil the word entirely means thinking out of the box. And, he does, as he says, “Any business you do, you have to bring unique ideas to it. That uniqueness comes when you are passionate and extremely determined about your plan.”
Over last few months, Anil has made many changes in the mall as he feels that a lot was lacking when he took the charge.
“It’s true,” he quips, “I believe if the customers don’t go back with good experiences, then my job is incomplete. I believe in taking care of every aspect, be it the properly shining floor, clean toilets, pleasing aroma and much more.”
He continues, “I remember when I launched Taj in Chandigarh, people gave an overwhelming response to fine-dining hospitality. The first day was so jam-packed that I had to send my customers back without offering them anything. But, I didn’t send them empty-handed and gave everybody a chocolate box along with a sorry note. This is how I show gratitude towards my customers.”
In short, you are talking about playing with customer’s psychology, isn’t it? On this, he replies, “It is more like understanding your customer’s psychology,” adding, “When I took the operational charge of Elante, I gave it a thought as to how the experience of visitors can be enhanced. And then the idea of touching all their five senses came to my mind.”
I believe if the customers don’t go back with good experiences, then my job is incomplete”
And what are those five senses and how do you touch them, we wonder?
“These are simple but definitely exclusive strategies that I believe no other place offers. For instance, the cars getting in for the basement parking are sprayed water on the tyres so that dust doesn’t accumulate in the basement floor. My thought is inspired from gurdwaras where people wash their feet at the entrance,” says Anil, who basically hails from Mumbai and now settled in City Beautiful.
He goes on to add, “Also, there are many other such additions like bag free shopping, pink parking which is exclusively for women to park their vehicles.”
Changing Le Corbusier’s Chandigarh
Chandigarh was planned for a simple lifestyle and such huge buildings were never a part of his plan. Do you think his vision is being affected by such developments, we ask?
He answers, “No, I don’t think so. As far as I know Corbusier planned the city for 50 years and that time has passed now. I think such developments are the call of the time and people too need places where they can have all under one roof.
“I am sure Corbusier must be blessing us for doing this in his City Beautiful,” Anil smiles and signs off.
For more news updates Follow and Like us on Facebook