Story- Indian SuMo

Every day top executives of Tata Motors used to take lunch together but from some days, *Sumant Moolgaokar* used to take his car and go out during Lunch Hours and come back as soon as the Lunch Break was over. There was a grapevine that he is offered lunch at a Five Star Hotel by some dealers of Tata. One day when some executives followed him during Lunch Break, they were surprised to see that he stopped his car at one Highway Dhaba, ordered food for him and sat with the drivers of trucks who were eating food at that dhaba. He discussed with them what was good and what was bad in a Tata Truck, jotted down and came back to his office. He used to improve upon the experiences of drivers. Such was Sumant Moolgaokar’s zeal for improving the Tata Vehicles. Tata Sumo is the biggest corporate tribute paid by any company to its executive. Su- stands for Sumant and Mo- stands for Moolgaokar in this brand name.

Learning from the story

1. Our customers don’t exist for us; we exist for our customers.

2. If you want to build a sustainable business; build your business for and around your customers.

3. Customer feedback is the best tool for continuous and never-ending improvement.

Questions to ask ourselves

1. What is the tool and mechanism⚙ to get authentic feedback from my customers?

2. What is the objective of asking for feedback?

3. What questions⁉ do we need to ask our customers in line with the objective?

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