Quality sells – even at a public toilet in Mumbai !

A pubic toilet in Mumbai is clearly an unlikely place to learn some good business practice. Just like in almost all parts of India, the disgusting, nauseatingly stinking public toilets are one of the worst nightmares people in Mumbai face. The situation for ladies in Mumbai is even worse because in the event of an emergency,  ‘Gents’ can assume the whole earth to be a public urinal, which ladies simply cannot, hence they have to silently pass through unspeakable agony for attending this natural process. The sorry state of public sanitation facilities is a blemish on the dreams of making Mumbai just like Shanghai or other such big global cities. It will remain a pipe dream, until this basic necessity is not given a serious thought.

But, a public toilet at Marine drive, just below the flyover junction connecting Marine Lines Station and Princess Street with Queen’s Necklace is a striking exception. It is a shining (literally…!) example of what differentiation means. The toilets, even though used by hundreds of people daily, are refreshingly clean. They are very well maintained and for that, the attendant there charges people for using the facility. Nobody appears unwilling to shell out a rupee or two for a service which saves them from the unpleasant experience of visiting a dirty public toilet in Mumbai out of helplessness.

Any product or service, maybe as mundane and unimaginative as a public toilet, can also provide quality, which people will happily welcome. The toilet at Marine Drive is run by some organization. I appreciate the clarity of the mission of the bosses there. If quality is given due attention by the bosses, it can be surely executed down the line. Otherwise, the stink continues to spread, from the top downwards….!

Author: Sanjay Shah

Sanjay is the author of "Business Management Simplified" which provides Practical, Actionable Solutions for Entrepreneurs. It is an all-in-one guidebook to start, run and grow a small and mid-size business to the next level. He is also an SME Business Coach, Seminar Leader and Motivational/Keynote speaker, Sanjay is based in Mumbai (India). He advises many businesses on Strategy, Leadership, Marketing, Branding, Customer Experience Management and Organization Development. He conducts various self-help seminars and workshops for companies and groups in English, Hindi and Gujarati. For more info, visit : www.SanjayShahSeminar.com

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