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An auto driver’s classes in buyer care

Annadurai, a 38-year-old auto driver in Chennai, not too long ago shot to nationwide fame for taking public transport to a complete new stage. Huge company homes have invited him to talk to their staff about enterprise administration, and plenty of prime executives have showered him with reward. Anand Mahindra tweeted: ‘If MBA college students spent a day with [Annadurai], it might be a compressed course in buyer expertise administration. This man’s not solely an auto driver he is a professor of administration.’ Lately, Annadurai was even referred to as upon by the DGP (director common of police) of Tamil Nadu, Dr C. Sylendra Babu, who introduced him with a certificates of recognition.

A resident of Chennai’s Injambakkam, Annadurai determined that he wished to make travelling an particularly nice expertise for his clients. In his auto, passengers have entry to a number of each day newspapers and weekly magazines and the automobile can be geared up with a small good TV, free WiFi and a fridge during which ice-cold water and juices can be found. There additionally has a jar with fruits, chocolate and chips for travellers to snack on. Annadurai has additionally geared up his auto with digital instruments to offer passengers a way of the visitors forward on their journey.

What’s extra, he gives all these providers without spending a dime. “I wish to make the journey satisfying and helpful for passengers,” says Annadurai. He additionally makes an additional effort for these with disabilities—for instance, he has put in an indication language software for many who can’t hear. He additionally retains 5 – 6 umbrellas within the auto to offer to passengers in case of a sudden bathe, which might be returned on their subsequent journey with him. He says he has no worries about passengers dishonest him by not returning the merchandise. He has additionally arrange a system for suggestions, and says he provides rewards for the perfect ideas. “There’s a sheet, a pen and a pad within the auto, with 5 questions for me to grasp my clients’ opinion of my providers. All you must do is tick the packing containers and write your e-mail deal with. I choose the perfect suggestions and provides them a prize of Rs 1,000 out of my revenue,” says Annadurai enthusiastically.

So, who is that this uniquely nice particular person? “My hometown is Rettavayal village close to Peravurani, in Thanjavur district,” says Annadurai. “My dad, Ganesan, is a culinary skilled. My mom, Amsavalli, is a housewife. My household got here to Chennai 38 years in the past—that was when my dad began driving an auto. I’ve studied until twelfth normal. My mother and father supported me effectively with my training, however I wished one thing else. It has been 12 years since I began driving my dad’s auto,” he sums up his historical past merely. How did he give you the concept of being totally different? Annadurai smiles. “I sincerely love this profession. I assumed it might be good to place in some utilities and services for patrons who journey in my auto. I wish to make their journey a nice one.” Being tech-savvy, Annadurai additionally began accepting funds by way of credit score and debit playing cards effectively earlier than cashless transactions grew to become fashionable.

His progressive means of functioning has taken him proper to the highest. He has given talks at conferences held by the likes of Google and Microsoft, and was additionally invited to attend a gathering in Delhi in 2020, attended by Prime Minister Narendra Modi and several other Union ministers. Annadurai’s totally different type of working arises from his understanding of passengers’ expectations. “All they need is a way of safety and respect [on their journey]. Our look can be vital. I shave each day and keep clear. I at all times put on my uniform when attending to my passengers,” he explains.

Aside from customer-centric improvements, Annadurai additionally presents altruistic providers—for instance, providing free rides to academics, docs, cleaners and nurses. He does not take cost from kids and ladies travelling on Kids’s Day and Ladies’s Day, respectively, and doesn’t cost further for the facilities in his automobile, solely the charge fastened by the federal government. “Everybody has a cash downside, however is not it incorrect to consider taking cash from one other’s pocket? I don’t deal with cash. Clients will come again if we’re true to our enterprise with integrity.”

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