Monday, November 3, 2008

An Interesting Customer Interview

I just finished a customer interview with Bijay Khadka, the manager of THE au Bon Pain right around the corner of Hayward and Main St.

It went unexpected;). I was researching for the telephony thing for the SMB sector. It turned out that it wasn't quite applicable to them. (They are not in the catering business and they only take a very small amount of order (<2%) through direct calls made to the phone of their store. Most phone orders for abp go to a call center which is managed by the upper company and then dispatched to the closest abp store which does catering). The interview ended up entrepreneurial and how to manage people.

A few key points to summarize:
1. If you want other people to do something, make sure you also do or follow it.
2. treat employee with respect. be friends.
3. treat the customer with respect and demand the employee to do the same.
4. hospitality is the key in running this competitive business.
5. manage people is most difficult problem.

Also interesting is that abp also has a sales/order projection system. It computes the projection of the stuff they will sell and reduce the waste of throwing them away.

Mr. Khadka is doing his MBA from some other b-school and he's being promoted to the business of another abp tomorrow. Congrats.

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