ExpertDabbler

Q:How is the opening?
A:Mind blowing. The opening is similar to Rajnikanth film.

—-Simbu on Vallavan’s opening in Sify.

My comments: Ada paavigala!, Rajini padathodaa parking collection kooda theradhu da ungalukku, ipdi manasaatchiye illama statement vidareengale da!!

Q:People at airports all across India curse your airline every day. Flights are often late, if they take off at all. Complainants against Air Deccan can fill the Jawaharlal Nehru stadium in Delhi
A:Things have actually improved…..Cancellations have come down to just 60-70 flights a week…….
—–Captain G.R. Gopinath, Managing Director, Air Deccan

My comments: Just 60-70 cancellations in a week? That’s some improvement indeed. But going by your reputation, you can only improve. You’ve got nothing to lose on that front!

A:
“….you know what Jet, Sahara and Indian Airlines did in those days? If I had one flight at 10 o’clock, they had 10 flights a day. They would put a flight at 9.30 and slash the fare below mine and increase it on all the other flights ”
—–Captain G.R. Gopinath, Managing Director, Air Deccan

My comments:
And Captain Gopi decided to rectify this. He was determined to give his customers an exerience that obliterated the need for the other airlines to lower their fares. Now the situation is that other airlines can start 30 mins behind Air Deccan, charge 50% more and still passenger would worship them.

My serious comments: Call me old-fashioned, but no business, no business ever will make money without repeat customers. The big deal for Captain Gopi, is to make people who’ve travelled before on Air Deccan to fly again with hopes, optimism, cheerfulness.

Businesses do not operate in vacuum. Services industry like aviation is¸ to a considerable extent¸ driven by perceptions. Gopinath can expand his fleet¸ shuffle agents¸ take stern actions¸ cut costs and do thousand and one things BUT not at the expense of customers¸ more specifically their egos. No matter how little one is paying (Get real¸ Rs 99 is just a facade¸ who pays that fuel surcharge of Rs 650 and PSF of Rs 225 and transaction fee of Rs 50? you and me)¸one desires to be treated like an airline passenger¸ not a dirt (read railway traveler). Pronouncing authorities corrupt and declaring passengers ignorant does not spare Deccan of its responsibilities. Worse it hurts people’s perceptions and sentiments. You can not yell at your customers¸ your sole source of money. Whom is Gopinath betting his future on? The middleclass¸ of course¸ with more income and developed taste buds. Yelling¸ shouting¸ insulting and blaming (as Gopinath did) him is the surest way to lose him for all.
Comments by: Atulan on 9/18/2006 4:07:58 PM

i could not have put it better.

Full text of the interview is available here and ofcourse you need a free subscription id or make a cyber visit to bugmenot.com

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