It's that time of the year, just like the remaining 365 days, when i travel to Mumbai very often. One of the things i like to do during these journeys is to eat at Datta Snacks, which is right after the ghat section. Its a must-stop for most Marathi speaking people. They have excellent Maharashtrian snacks and i recommend sabudana khichadi, kothimbir wadi, and their thaalipeeth. The taste is almost home-cooked - with lot of ghee! As you enter, there is a cash counter where you pay and get food / tea coupons. Further inside is the service counter where 4-5 boys plate and serve food as quickly as possible. The kitchen is right behind through a door.
Its getting the food that always puts me off. Since they dont have table service, one has to wait agonisingly at the over-the-counter set up, with a crowd of hungry, tired travelers - arm outstretched, the food coupon in your fingertips trying to get attention of one of the boys behind the counter; the other arm holding on to something or someone, hoping you dont get shoved around, lose your balance; and praying desperately that you get your entire order in one go, so that you dont have to go through this nightmare again...
The picture alongside is 20% of the rush crowd. And trust me when i say that the crowd is unruly. The same people who stand in a queue at the cash counter, suddenly mob the service counter like the food is going to get over in the next 10 seconds!!
This blog is not about Datta. Its about globalisation and how businesses - local and international - are "supposed" to be learning and adapting in an ever increasing market, where along with the product and service, a lot of emphasis is given to consumer experience.
Due to monopolistic situation and location advantage, a certain complacency is seen / expected. But in the long run, some new practices need to be brought in to please the more demanding customer, and pull the business out from the comfort zone. There is no option but to bring best practices to the table. One just has to go to the food court in a popular mall to know how much Indians love to eat. It will be truly unfortunate (for local businesses) if international chains employ the best talent, pick the fast moving products, and bring international touch to the overall experience.
How long will the Indian businesses operate in isolation? I have gone to food joints that have token system like they had in banks! I have been to thali place where the owner was screaming at patrons to maintain silence!! There is a burger joint in Pune where they proudly have written, "If you want your burger in 2 mins, you have come to the wrong place."
And on the other hand, I have eaten at ice-cream stalls where they have insisted that i sample each one of their flavours. There are local / desi thali chains that have mastered the art of hospitality so well, that you eat two more chappatis just because they are nice to you! There is wada-pao handcart who is a pro at delivering in the car, and keeps the place spic n span after his closing time. There are restaurants that have seasonal menus with their standard one. The list is endless...
Few weeks back i interacted with a process firm (audit agency) that has brought some international learning to their projects in India. Just a fortnight back, i went to Starbucks and discovered Kothimbir wadi with Wasabi sauce!! Right next door to Datta is McDonalds which has adapted its product line with consumer insight and is serving aloo tikki burger (the ubiquitous wada-pao), which is already one of their highest grossing item, and is opening its first all-veg outlet at Katra.
Restaurant business have started practices, set trends, and enjoy huge loyalty. I had no concept that 2 idlis make one plate till i ate at a restaurant! The food joints from my college days, still occupy value-for-money positioning in my mind... But thats not enough.
The challenge for local businesses is to add value with their popular offering. With growing customer expectations, along with core-competency they need to provide pleasant atmosphere and overall experience. And i am not talking only about food here...
The food at Datta is excellent. All i am asking is, Why cant someone from Datta walk over to McDonalds and see how the zigzag queue avoids mad rush at the service counter, and install one?
Or start a drive through!??
How will we see glocalisation if we dont adopt global practices?
The picture alongside is 20% of the rush crowd. And trust me when i say that the crowd is unruly. The same people who stand in a queue at the cash counter, suddenly mob the service counter like the food is going to get over in the next 10 seconds!!
This blog is not about Datta. Its about globalisation and how businesses - local and international - are "supposed" to be learning and adapting in an ever increasing market, where along with the product and service, a lot of emphasis is given to consumer experience.
Due to monopolistic situation and location advantage, a certain complacency is seen / expected. But in the long run, some new practices need to be brought in to please the more demanding customer, and pull the business out from the comfort zone. There is no option but to bring best practices to the table. One just has to go to the food court in a popular mall to know how much Indians love to eat. It will be truly unfortunate (for local businesses) if international chains employ the best talent, pick the fast moving products, and bring international touch to the overall experience.
How long will the Indian businesses operate in isolation? I have gone to food joints that have token system like they had in banks! I have been to thali place where the owner was screaming at patrons to maintain silence!! There is a burger joint in Pune where they proudly have written, "If you want your burger in 2 mins, you have come to the wrong place."
And on the other hand, I have eaten at ice-cream stalls where they have insisted that i sample each one of their flavours. There are local / desi thali chains that have mastered the art of hospitality so well, that you eat two more chappatis just because they are nice to you! There is wada-pao handcart who is a pro at delivering in the car, and keeps the place spic n span after his closing time. There are restaurants that have seasonal menus with their standard one. The list is endless...
Few weeks back i interacted with a process firm (audit agency) that has brought some international learning to their projects in India. Just a fortnight back, i went to Starbucks and discovered Kothimbir wadi with Wasabi sauce!! Right next door to Datta is McDonalds which has adapted its product line with consumer insight and is serving aloo tikki burger (the ubiquitous wada-pao), which is already one of their highest grossing item, and is opening its first all-veg outlet at Katra.The challenge for local businesses is to add value with their popular offering. With growing customer expectations, along with core-competency they need to provide pleasant atmosphere and overall experience. And i am not talking only about food here...
The food at Datta is excellent. All i am asking is, Why cant someone from Datta walk over to McDonalds and see how the zigzag queue avoids mad rush at the service counter, and install one?
Or start a drive through!??
How will we see glocalisation if we dont adopt global practices?
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ReplyDeleteYes there is aspect with respect and is possible if one takes note of it and work upon...very well articulated to improve or sustainable business partners
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