MODERNISING SALES OUTLETS

Mr. Harish Panjwani, a refugee started a grocery business, about 40 years ago. Over a
period of time he expanded the business and now owns shops dealing in consumer
durables, dairy products, a general store and a medical shop. He is emotionally attached
to his original grocery business and continues to operate it with enthusiasm. His sober
temperament, reliable dealings and amiable nature won him many friends and his shop
has become a meeting place for people belonging to his generation.

His eldest son, Rajesh has completed his management education from abroad and is
assisting his father in the business. He feels that his father’s way of dealing with people is
traditional and outdated. He feels irritated when his fathers old friends drop in at the
shops and spend time talking to him. Rajesh feels that this type of casual get together is a
waste of time. He would like to be more business like and serve the customers a
methodical manner. Left to himself he would like to start a super market, selling all
categories of products under one roof. This will provide a pleasant shopping experience
for local people and outing for the whole family.

He has broached his feelings in an indirect way to his father ad found that his father
believes in maintaining close personal relations with customers. Unlike his father, his
approach is more professional and the customers have lately started taking notice of his
behaviour. They feel that the old warmth is missing and they are less welcome at the
shop. A few of them have started purchasing from other shops too.

QUESTIONS FOR DISCUSSION

a)State at least two assumptions
b) What do you think is the contribution of personal relationship in such a business?
c) Do you agree with the approach adopted by Rajesh in dealing with customers and his
preference for a supermarket?
d) Do you have any suggestions to make to Panjwani and Rajesh?