Category: Business (Page 5 of 8)

Matters pertaining to business

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What do you do with THAT employee?

July 24, 2014 / Sri Srikrishna / 3 Comments

“He’s my best sales guy. He makes his numbers quarter after quarter! But everyone dreads it when he comes into the office.” My friend was on the verge of tears – it was clear that he was going to have to do something about his sales guy, if he didn’t want others to quit. But he was worried about his star salesman would react and he was not looking forward to it.

We’ve all faced this issue of what to do with that employee – the trustworthy finance guy, who upsets your team members often over trivial amounts; the brilliant technologist who cheeses everybody off with his superior attitude, or the HR manager, who despite the many years she’s been with you, who’s not pulling her weight any more. The timing is rarely right to confront them and the longer you put it off the worse it’s likely to get. We also worry about how we got here and how best to handle it so we retain them without too high an emotional cost. If you are like me, then you put it off for a better time, which rarely comes.

Hiring people is always one of the top 3 problems I hear managers or founders talk about. Implicit in this of course is that matter of hiring the right people. Yet, even after we’ve hired the right people, as neither organizations nor the people stay constant, we run into all kinds of issues. Gil Amelio, who was an inspiring leader (and CEO) at my first employer National Semiconductor, taught me a very simple framework to both talk about this and to aid action.

Attitude and Effectiveness Successful organisations look at not just at proven capabilities and experience that would make a prospective employee effective, but also their attitude and fit with your organisational culture. He used the familiar four quadrant framework, with effectiveness along the y-axis and attitude (or cultural fit) along the x-axis as shown in the figure below.

Quadrant 1 – Neither the right attitude nor effective These are the easiest folks to deal with – they are basically hiring mistakes you’ve made. Ideally you’d not have anyone in this quadrant or if you do, you’d fix your hiring process to minimize recurrence. Lou Adler, author and CEO of the Adler group in his recent article titled “There Are Only Four Types of People — Are You Hiring The Right Ones?” terms these folks Type 1: Those you should never hire!

Quadrant 2 – Have the right attitude but are not effective Usually this is a sign that these folks are in the wrong job. They may have been effective, even in the same job, but no longer are, because the jobs requirements have evolved or they haven’t. Or you’ve placed them in the wrong role. The ineffective sales guy may bloom in a business development role or inside sales job. The trick is to find them a role that they can be effective in. If your organisation is big enough, you may have one or more such roles – sometimes the right role may not be within your department or even company, in which case its best to help them find the right role, whether inside or outside your company.

Quadrant 3 – Have the right attitude and are effective These are your stars – the people who perform consistently and lead from the front. The trick with these folks is to ensure that they are constantly learning and growing. Folks in Quandrant 3 can fall into Quandrant 2, when your company and your needs grow fast and they don’t grow as fast. These are the folks you want to be hiring and your company and its processes should be geared to finding, attracting, retaining and growing Quadrant 3 folks.

Quadrant 4 – Don’t have the right attitude but are effective This is the hardest group to deal with. The obnoxious sales person my friend had to deal with, the supercilious technologist or rude finance guy we met all fall into this quadrant. Two things make it difficult to effect change with these folks –

they are deemed successful and have been rewarded in the past, despite their interpersonal shortcomings.
They are often positions deemed critical, that make change not just unpalatable but downright scary. “What’ll happen to my sales, if this guy leaves?” or “Will I find another trusthworthy finance guy?”

Organizations suffer the most, because most of us don’t know how best to handle Quadrant 4 folks. The first step is to recognize not only the existence of these four quadrants but that people can move within the quadrants. This is most commonly seen from Quadrant 2 to Quadrant 3 (more effective) through skilling and occasionally to Quadrant 2 from Quadrant 3 (less effective) when the job needs grow and person doesn’t.

I’ve found talking about the four quadrants and even mutually agreeing with your team members where they see themselves and where their peers or you see them helps immensely. This way when it is time to have the hard conversation, you both have a framework and vocabulary that can help keep the conversation professional. In my experience, almost always folks in the Quadrant 4 will have to be let go. We’ve had the occasional technical person build out their interpersonal skills and make the move from Quadrant 4 to Quadrant 3.

Let me know how this works for you.

3 Steps to Becoming an Effective Listener

July 9, 2014 / Sri Srikrishna / 0 Comments

How often have you found yourself tapping your feet impatiently, as you waited for the another person who as speaking to either pause or wrap, before jumping in with your own point of view? if you are like me, you may even end up interrupting the other person. Never mind, if we fully heard let alone understood what the other person was saying, before we are countering or questioning, what we think they said. This can be very frustrating for both the speaker and the listener (or interrupter).

Being a good listener, somehow seems a hard trait to come by and with so many of us struggling with it, is it a surprise that few of us are effective listeners? Brian Tracy – sales trainer, inspirational speaker and successful entrepreneur talks of three steps to becoming an effective listener. In the video at the bottom of this post, you can hear him speak on the subject. For those of you who’s rather get the gist of what he says, here it is.

Pause Once the other person has stopped speaking, pause before you speak. This ensures, that you don’t interrupt the other person, in case they are just taking a breath. It shows that you are giving consideration to their words and you’ll actually hear the other person better! So pause first.

Ask Questions to achieve clarity. Open ended questions help the other person expand on their responses and this will help you in turn understand better, what is it that they are saying.

Paraphrase In your words, state what is it you heard them say. Usually a statement such as “What you are saying is _______”, helps demonstrate that you are paying attention and working at understanding what it is they are saying.

Brian also answers the question Why bother with effective listening?

It makes the speaker, be relaxed and happy which in turn will make them want to be around you. Listening builds trust and self-esteem in the speaker. It also helps the listener (you) achieve greater self-worth through the practice of self-discipline. Watch the video below to hear this in Brian’s own words.

4 Secrets to Better Sales

July 2, 2014 / Sri Srikrishna / 0 Comments

Photo Credit: augustineisnotmyname via Compfight cc

After years of planning to lose weight and get in shape (sound familiar?), this last year I finally got my act together. Sure, a mild diabetes scare and being termed obese in that clinical manner only doctors can, helped me finally get off my duff.

Over a six month period, I dropped about 20 kgs (nearly 44 lbs) and over the next six months have managed to keep those pounds off – in the bargain my resting heart rate went down to mid-to-low 50s from the mid 80s and I feel great. I’ve written about how I lost those pounds elsewhere, but I realised that some of the very same lessons I learned while losing weight, were equally applicable to being a good sales person. So here are the four lessons.

The executive summary here

Make every day count – sales is one activity, that you can’t turn on and off, but have to pursue, doggedly, determinedly, daily. No ifs, ands or buts!
Plan & start your day early As Brian Tracy says, Eat that Frog – get it done first thing in the morning. An early start will set the tone right for each day – planning makes sure that early start is productive.
Measure but in moderation Have specific goals and targets and measure them diligently. Only what gets measured will improve. Don’t go overboard, results are what count, not just the counting
Teams make it fun Sales is hard enough with rejections and hang ups – make it easier by working with teams, including partners, customers and competitors and don’t roe a lonely road.

The longer version:

Every day counts Weight loss involves only two things – eating right (usually less) and exercising more. The critical thing is it has to be done every single day, certainly the eating right part. Exercising has to be done at least every other day. Some folks recommend taking Sunday off or even rewarding yourself on Sundays with a treat. Most sales folks get Saturday and Sunday off. Which means the other five days count even more. So make the calls you need, regardless of whether you feel up to doing them, do the research, meet the customers – relentless and daily discipline is critical for steady progress. And you know what? Once it is a habit, it doesn’t feel anywhere as oppressive as it might sound at first. Make every day count.

Plan and start your day early Overcoming 20 years of bad eating habits required me to start my day early and make at least two healthy meals (usually salads) before 7AM, so that when the munchies hit me at 11AM and 4PM I had healthy snacks ready with me and avoided the temptation of empty calories. Of course it also gave me feel a great sense of accomplishment each morning (even righteous at times) and set the tone for the day. Creating a daily selling plan, before even getting into work and often getting in the first few calls or follow ups before 8AM will give your day a great start. A side benefit I stumbled upon was that many hard-to-connect people were much easier to reach at the start of the day. Planning and starting early, meant I could balance some low-hanging fruit with a feel good factor and get chunks of time to handle that hard-to-crack accounts.

Measure but in moderation The first thing I did, once it was clear that I was going to have to lose weight was to get a weigh scale and the doctor did set me a target (yet to be reached). I started with measuring everything – how long and how intensely I exercised and how many miles I covered in a given time. Similarly with my selling, I found initially measuring and staying on course with activities – did I make n calls a day, did I send the info to m people, helped me do the right things – so regardless of how I felt on a given day, I was moving things forward, however incremental at times. Initially when the needle began moving it was very motivating but excessive measurement (such as weighing myself daily) can be both obsessive and at time depressing, for as I discovered our bodies have an ebb and flow of their own – not unlike relationships in a major account or most other things in life.

Teams make it fun Selling, much like weight loss can feel like a lonely pursuit – worse yet a competitive one with the other members of your own sales team and competitors. Rather than envying the guy who’s running faster than you, on the treadmill next to you, working on a buddy system or with a team of running companions made it not only fun but a learning and fulfilling experience. Similarly sharing leads or even scuttlebutt about buyers or opportunities with team members whether in sales, marketing or technology and occasionally with the guy from the other company, always pays off in spades, not just karmically but often in new business and leads of your own.

Enjoy the journey – if it’s a chore, whether exercise, eating healthy or selling, if you don’t enjoy the journey it’s not worth doing!

This article was first published on LinkedIn

3 Reasons Startups Need PR

April 8, 2014 / Sri Srikrishna / 4 Comments

Every startup should engage in Public Relations (PR) from day one. Does this mean you hire a PR firm? Absolutely NOT! When you talk about your start up at your local college, a Meetup or a friend’s wedding, you are doing PR.

Of course, as with all such activities, if you do it in a systematic and smart manner it can pay off in a big way. It’s easy (and wrong) to imagine public relations to be a matter of hiring a PR firm and talking to the media. It’s really about letting your stakeholder community know that you exist and shaping their perception of you.

As all-knowing Wikipedia quotes

“The aim of public relations by a company often is to persuade the public, investors, partners, employees, and other stakeholders to maintain a certain point of view about it, its leadership, products, or of political decisions. Common activities include speaking at conferences, winning industry awards, working with the press, and employee communication.”

With that said, here are three reasons for a start up to do PR.

Customers If customer’s haven’t heard of you or know that you exist, it’s hard to get them to buy from you. A well thought-out PR plan, even if executed by one person, usually the founder, can do wonders. This is particularly true for anyone in the B2B business. It’s nice if customers have heard of you before you show up at their doorstep. This can be done in any number of creative and no-money-spent ways from blog posts, contributed articles or op-ed pieces in your local paper, talks at industry bodies or local associations, or newsletters. A side benefit of such PR activity is that you get to practice and refine your company’s story, which is always a good thing. It’s also a great way to figure what resonates with your target audience and in some instances, even refine who your target audience really is!

Employees If you grow, or land that first or tenth customer, you’ll find you’ll want to be attracting employees. Even more importantly, if you’ve hired folks, you’d want to retain them and keep them motivated. Nothing works like seeing your company’s name in the paper, a poster, on the TV or in social media, to both attract and inspire folks. If like most start ups you’re asking them to work hard and make sacrifices then such inspiration is not an option. In time, you can get your team to do the PR, which will help build their own personal brands and bring goodwill and repute to your business.

Investors At some point if you wish to raise money, whether from friends, family or other fools, or professional investors, it helps – much like with customers – if they’ve heard of you. While a lot of ink offers no certainty of raising money, it provides folks the comfort that you’ve been around, survived and hopefully thrived by the time you approach them. The beauty about PR done well is that it allows you to drive the conversation about what your company stands for and sets context, so that you are really not an unknown or worse yet, a . Imisunderstood quantity to prospective investors.

So darn right, as long as you spend a finite amount of time and constantly measure the effectiveness of your activities, I’d assert every start up should invest in public relations from day one!

This post was inspired by a question on Quora

3 Steps to Resolving Team Conflicts

March 20, 2014 / Sri Srikrishna / 0 Comments

“It’s like we’ve done absolutely nothing these last five years. Everything we’re doing is wrong.” My friend was really upset. His company had just brought on board a new VP of Business Development and looked like the man was not exactly winning minds and hearts.

“Worse yet, he has the right answer for everything. I’m just sick of the guy – I don’t think I can work with him!” It took a while for my friend to calm down and when he did, I realized that he actually agreed with many of the new VP’s observations. In fact he’d been saying some of the very same things, albeit a whole lot more diplomatically and in smaller groups. Why then, was my friend not happy that he had an ally, a senior one at that, to set right the things that he himself thought needed to be fixed?

Team conflicts usually originate when something is said or done. And often, it’s not about what is said, but how it is said. Depending on the level of trust or lack thereof, this gives rise to questions about why it is being said – in other words, motive or intent. The secret to resolving team conflict is to both understand the what, how and why.

Content (the what) As most of our work is done with others, as team mates or in meetings, the ability to communicate clearly with one another is important. What is communicated need not always be agreeable or even acceptable at times. Some of us (or many times our bosses or god forbid, our spouses) go out of our way to avoid disagreements. That’s not a good thing, as healthy disagreements and alternate points of view result in better decision making. So if you don’t like what some one is saying, first examine whether you are disagreeing with the content of their statements. If you are, then a discussion (dare I say argument) or reflection can ensue. If however, as with my friend above, you don’t disagree with what’s being said then it’s time to look at style.

Style (the how) We’ve all encountered folks who appear to have no filter between their brain and their mouths. So they blurt out things, at times hurtful, make sweeping generalizations and often label – “I can’t believe how lazy he is – why do you let him get away with it?” A lucky few, may be unaware they do this and may require only pointing out to change their communication styles. Other’s may range from a defensive “You know me, I’m blunt!” to combative “That’s they way I’m” all the way to outright denial, “I don’t do that!” What all these folks don’t realize is that the message is lost, because of the their delivery style. It is critical to address this. People who won’t modify their communication style will not be effective and may be perceived to have an ulterior motive.

Intent (they why) All of us find it hard to hear less-than-pleasant things, especially about ourselves. This could range from the simply social “You have bad breath” to a more career limiting “You never let the other person complete their thought!” When such feedback comes from someone you trust and whose motivations or intent you don’t question, then you are willing to hear what’s said, even if unpleasant. On the other hand, when the person is either new to us or we encounter a style that’s jarring and not amenable to change, then we question their intent. Why are they doing this – are they being political? Are they actually saying or meaning something else? At this point effective communication has ceased and you have yourself a team conflict.

Successful leaders and teams learn to separate Intent, Style & Content. Once intent is clear and non-negotiable, style issues can be addressed. Then real progress in terms of discussing contentious issues with the necessary focus on content (or what’s being said) can be made.

Addressing style issues will enhancing your team’s effectiveness and not doing so will cause much mayhem as intent is questioned leading to further conflicts.

Simple Sales Tracker for Startups

March 14, 2014 / Sri Srikrishna / 16 Comments

This last quarter, I met several interesting startups, that had a clutch of good customers. When I asked them “How can I help you?” at least three of them asked for help with sales. Not what you’d think, as in find me customers or introduce me to prospects but how do I manage my sales pipeline. In fact two of them specifically had the question “How do I track my sales pipeline?”

Over the last several years, while I’ve used a variety of tools from mere contact managers through sophisticated deal trackers to full-fledged CRM suites, I’ve found myself returning each time to a simple spreadsheet-based sales tracker, at least in the early days. The tracker has not only evolved as I’ve learned but stayed surprisingly simple and has worked just as well in a fund-raising function at non-profits as it has in a for-profit startup.

As I promised these founders, I’m open sourcing the sample tracker as an Microsoft Excel spreadsheet as well as Google docs template. The tracker can be used for selling products or services or combinations thereof. You can download it here.

The tracker has three parts.

1. Setup – your business basics

Based on the nature of your business (product or service), actual sales offerings and the sales process your business may have to follow, you can tweak the setup. All this is done in a single worksheet (the last one, titled “Stages, Categories, etc.” of the online sales tracker). This one time set up of your product or service offerings, your sales persons (or deal owners), and stages of your selling process, makes maintaining your sales tracker easy and minimizes human or data entry errors.

Figure 1 – Typical Sales Stages

Sales stage this is simply the series of steps you have to go through from start to finish to close a sale. It begins with you first identifying a potential target customer for your product or service and runs all the way through receiving payment from the customer (never forget collecting the money is a critical part of making a sale). Figure 1 shows one such typical sales cycle.

Figure 2 – Sales stages for a demo-based sale

Sales stages obviously can vary for your particular business – one common variant that I encounter is when a demo installation or trial period needs to be offered to a customer (something you ideally want to get away from, but unavoidable particularly at tech startups in the B2B space). In this case there may be more interim steps (or stages) in your sales tracker.

Similarly you can set up your product or service offerings, as in actual names or code names that tell you what product or service you are talking about.

Tip: Typically I’ve found it useful to precede the offering name with a numeral such as 1-Bluetooth Stack or 2-SEO Consulting, as this makes sorting and other types of numeral based operations easier. For instance variants could all be numbered within say 100-200 so reports can be easily generated.

2. Sales Tracker
The sales tracker is a straightforward spreadsheet, with each prospective sale or deal on a separate row. For each deal, the row (or record) spells out, who the customer is, what is it that’s being sold (opportunity or offering), what revenue (or selling price) you expect, what sales stage is the specific deal at, who owns the deal and what the target close date is. You can of course have additional fields such as comments, or next steps, key customer contact. Figure 3 below shows a sample tracker for product sales.

Figure 3 Sales Tracker

The tracker also has variants of the sales tracker, if you need to track number of units (N) and have a unit price (P) and therefore compute deal size based on NxP (tab, Sales_Tracker_B_Units). Similarly there’s a tracker variant for service or project selling, (tab, Sales_Tracker_C_Project) where you can add descriptors for a project in addition to any opportunity or offering name you provide. Of course your business may require yet another variant, but you can simply by adding columns make the tracker your own.

By using the Filter function in Excel, you can look up deals

of a particular size or greater
expect to close prior to a specific date
belonging to a particular sales owner or product (or both)
at or before a certain sales stage
that have closed but you’ve not gotten payment

In other words, an individual sales guy (that’s you) can see which of his deals he should focus on this week to close, what is the value of deals you intend to close this month (or week or quarter), which deals have NOT moved for more than a month – you get the idea, you can pretty much filter it any way you need.

3. Summary Report

Figure 4 Report Master

The first tab Report_Master, is a quick overview report of your sales pipeline. It presently has both #deals and deal value by sales stage. I’ve set these up as formulas – these could just as easily be set up as pivot tables if you so desire. You could do without this master report sheet, by merely filtering the sales tracker sheet itself. Alternately if you find that you are running some searches often, you can just have them set up as reports. Its also useful to have a report if you multiple folks are using the tracker and you want a big picture view.

Good luck with your sales – as and when you make improvements do share and spread the love and knowledge. If you have any questions please feel free to ask questions in the comments below. Spread the word. Happy selling!

Consistency in User Experience

March 8, 2014 / Sri Srikrishna / 0 Comments

The last two days my team and I were at an offsite at a local hotel. The meeting room, was in the basement, at the end of a long corridor, nestled in a far corner of the hotel’s Business Center. While our meeting was productive it was a stuffy two days. Made me wonder, how comfortable the US President would be in the White House bunker (at least what I’ve seen of it in movies) given its even greater depth.

When you spend all day in a stuffy room, drinking fluids, having the rest rooms nearby helps. The first time I walked up to them I had to look closely to figure out which door led to the right room. A smart designer had decided to use two tiny androgynous figures, with the words HE and SHE written below them to designate the men’s and women’s restrooms.

Not the best of experiences when you are in a hurry (and when like me you’ve walked into the wrong room, while on a phone!) Alas the story didn’t end there.

During a short break we walked up and out of the lobby to catch some fresh air. On my way back, I decided to use the restroom right behind the lobby and encountered the following two doors and signs that now read GENTS (that’s what I think it said, the fancy font made ready hard) and LADIES. Clearly the same designer was not involved in the design of these two (ornate) doors. Luckily I was wearing my glasses and headed into the right room without any mishap.

It could have been worse I suppose, with signs in German (HERREN and DAMEN) or symbols for male (♂) and female (♀) or playing cards (KINGS and QUEENS). At least for our toilets, why can’t we make things simple with LARGE pictures (for the language or visually challenged) and words for the graphically challenged. This is a solved problem.

I wish I could attribute this to one or more zealous or incompetent interior designers. However, starting from even the most common and widespread of software products (can you say Microsoft Word), we encounter such design inconsistencies every day. All of us, whether involved in building software products, ticketing portals or hotels or mobile phones, need to provide our users consistent, predictable and self-evident user experience aka good design.

I have a hard enough time figuring things out, when I’m not in a hurry to go! So please let’s pay attention to our poor users and help them have a more consistent and intuitive experience.

2 Ways Growth Can Kill Your Startup

March 3, 2014 / Sri Srikrishna / 2 Comments

Photo jurvetson via Compfight

A popular Frank Sinatra song speaks of love and marriage going together like horse and carriage. The words startups and growth seem to be used much the same way. Recently I moderated a panel on “Why some startups grow and others don’t” at the TATA First Dot powered by NEN student startup showcase.

One of the questions that came up during the discussion was

“Is growth always good? Are there instances when growth can be bad?”

The panelists all agreed that NOT all growth is good growth. Specifically,

Non-focused growth Naga Prakasam, angel investor and mentor, brought up the point, that growth unless directed and focused can easily derail a startup. So growth in revenue, even when profitable, could turn out to be bad in some situations.

One of two things most commonly happen

Revenue consideration – as a cash-strapped entity many startups chase any and all revenue – so you have product companies taking on services or service firms taking on non-core functions – pretty soon the organization is pulled in many directions with people stretched either too thin or into areas that are not their strengths

Customer retention – you have a major or important customer for whom you provide specific products or services. They want you to support them doing something that another vendor is doing – for instance in my first startup we did only Bluetooth software. However our customer, one of the largest accessory makers in the world, wanted us to help them with IT support too. Luckily we turned them down even though the risk of losing our core business to their IT vendor loomed. (Of course their IT vendor claimed that they could do Bluetooth software as well – but that’s a whole another story 🙂 Such growth, unless planned as part of a larger strategy, will eventually end up hurting the customer and your business, as you take on things for which you either don’t have competence or distracts you from your core business.

Non-profitable growth In the semiconductor business, we’d always joke about “making it up in volume!” As airlines, magazines and mobile phone companies learned the hard way, growing non-profitably, especially when you lose money on each sale is not a good thing. In fact, the more growth you have the more money you’ll lose (or burn through) and rarely is the outcome pretty. Sure, there are times you have to get your foot in the door, enter a new market, test a new product when you will lose money – but hopefully that’s well planned and the downside is contained. Either it allows more profitable products to be sold or customers to be acquired and cross over from loss to profit making, when some volumes are attained (or fixed costs or amortized).

Growth, when focused and profitable is good. But when neither can easily hurt your startup and possibly kill it too!

3 Steps to Find Those First Customers

June 10, 2013 / Sri Srikrishna / 0 Comments

A question posted in the HeadStart Forum once again reminded me of how easy many of us find it to build the product first before figuring out how best to get customers. Having bootstrapped two startups and mentored several more, here are three tips on bagging the first (new) customer.

Your ex-employer if you’ve worked before you started up on your own, your ex-employer & ex-colleagues are the best place to start. They know you, hopefully don’t dislike you & you know how much money they have. They also likely can give you honest, even if not favorable, feedback on your product or service. Other than your mother, this is likely the most friendly reception you might get from a prospective customer.

Your ex-employer’s customers This is how I got my first break – when my employer turned down a customer who was deemed too small. I approached them with a request to be able to address their requirement and was given the go-ahead. This let me take the PO, a 30% advance and then start my first company, with a customer and cash in hand. Don’t hesitate to ask and don’t be surprised if your ex-employer and their customers are amenable to such an arrangement – as everyone prefers to deal with a known quantity.

Reference customer Visualize who’d be your ideal customer and more importantly the customer for whom your solution would be ideal. Strike a deal – such as a free trial or finite number of units or one [week | month | year] of free product or service – whichever make sense depending on what your offering is – in return for a strong endorsement or further references. So if Amazon India or Procter & Gamble or some other name brand or market/channel leader is prepared to endorse your product or service, it can open the flood gates to more customers. This requires you to be able to articulate your value clearly to your prospective customer and explicitly asking them for a reference.

Of course as with looking for a job or in the Indian context, looking to get married, it’s a good idea to let everyone you know, that you are looking for customers. So trade shows, your website, entrepreneur community forums, family weddings are all fair game to chase customers. While this is more likely to result in business cards and contacts, it will be ripe for the picking once you have that first customer. Happy hunting!

Marketing Your Services – Lessons from a Journey to Bhimavaram

March 26, 2013 / Sri Srikrishna / 0 Comments

Recently I had to travel to Bhimavaram in West Godavari district of Andhra Pradesh. Of course I had to look it up on Google Maps to figure out where it was. It’s about a 120km north northeast of Vijayawada. As my daughter had to be there at 9am on a Saturday morning and had forgotten to tell me but five days before, I had to scramble to make the arrangements. Now that I’m back in Bangalore I realize somewhat belatedly how everything we needed was handled almost a 100% online.

The Economist in its latest issue talks of Indian technology firms and where they may be headed. While I didn’t agree with everything they asserted, my own experience of making it to Bhimavaram and back resonates very well with their core premise that technology, the web and mobile have already changed Indian businesses irrevocably. Here’s what I found and learned.

Google – of course this is where it began – with Google Maps figuring out where Bhimavaram was and the nearest airport – Vijayawada in this case. Cleartrip was my next stop to check out airline tickets. Once I found Jet Konnect had the best connections checked out their website as well and bought the tickets there directly. Usually when travelling to a new city, I’d call friends, to see if they had any recommendations for hotels. Given I was travelling with my daughter, I checked TripAdvisor for reviews and everyone seemed to suggest the Taj Gateway awas the way to go. So off I went to TajHotels website. Then I had the bright idea to check hotels right next to them – as in centrally located by not as expensive. I decided to check out Stayzilla who’s ads I’d seen in Bangalore – and they got me a good deal at the Taj Gateway. Then off it was to find a rental car. I called the Taj up and asked them to refer a cab company. Once again I felt the cab rates were quite high and so a quick Google search revealed a service called Saavari.com that fit the bill – they could get you a cab (including rates, ratings, the works) in practically any city – most importantly in Vijayawada in this instance. However, I couldn’t figure out a few things re quoted price online, so I called them on their toll free number. They said they’d get back to me and never did. So in the meantime I kept searching and here’s where Google Local came in real handy. Several cab companies in Vijayawada had excellent reviews ratings on Google and I reached out to one of them over the phone after checking out rates on their website (which I’m finding hard locate just now). So here we were four days before our travel, with flight tickets, hotel bookings, local taxi rental all done over a couple of hours online and on the phone – to a city we’d never been to, whose language we did not speak and with some measure of perceived safety for my teen traveller.

Lessons learned

Online reviews matter – the hotel we ended up staying in had good reviews on TripAdvisor. The cab we used had good reviews on Google local. These were instances of a local supplier beating out a larger national “professional” supplier. Social and community word-of-mouth is getting better, even it’s not from someone personally known to us.
Websites matter – Even after locating the cab company via a review, the fact that their website had clear rates, reviews and contact info is what tipped us over. Good websites matter – Savaari.com and Stayzilla I had to look up in my mail trial as I couldn’t recall their names – and in the formers’ case I couldn’t figure out the pricing and latter’s case I had to resort to the phone to resolve issues.
Customer service matters – Saavari.com said they’d get back to me and they never did. They had a beautiful website – clean and while my use case was not a clear fit to their standard offerings, phone calls were not returned. Similarly Stayzilla called me back to say that the Taj Gateway room was no longer available – that they’d put me in an another hotel on the same street. To give full credit to them, they constantly followed up but were caught scrambling. The place they finally got me I passed on due to poor reviews on Trip Adivsor. Jet Konnect won over ClearTrip as it was easier to cancel or make changes with them.

This was the first time that I travelled to a new city – let alone a Tier 2/3 town – without seeking direct personal inputs from friends or family and did so at short notice and had a uniformly pleasant experience – despite not speaking a word of Telugu in this instance and carrying minimal cash. Whether web and broadband penetration is where we’d like it to be or not, for businesses the web and mobile have changed how they do business forever.