Please allow me into the store!!

One of my most memorable and early memories of modern retail in India is the launch of the first Foodworld store in Hyderabad (or was it Secunderabad!!!!) in the late 90's.

Anyways...

It was around 7 p.m. and the 3000 sq. ft. store was just about ready to qualify for the record of "most people inside a confined space". The operating team of which I was a member of, decided to request customers to wait and not enter the store and if possible return the next day.

After all customers had to move out before anyone could come in...

My very dear friend Saurabh, the business head and myself decided to man the entrance and announce to the customers to wait or return the next day. While we were battling the crowds and explaining to the various customers why they cant enter the store immediately, our worry was that the glass door should not break and injure anyone!

While grappling between the crowds and the glass door, a person slowly pushed his way towards us and held out his hands to us for a hand shake. We politely shook his hand and were explaining that he would have to come back the next day or wait till the crowd lessened, when I had to suddenly pull my hand away, as something was being pressed into my palm.

At that point, the customer became hysterical and said "Please take 50 or 100 rupees and let me into this place. I have come from far to show this place to my children and cannot come again". Obviously we could not not do that and we tried explaining that to the customer while keeping the entrance barricaded.

Finally that person left. Convinced or dejected, I do not know, till this day.

The incident had a great learning for me as a retailer and a marketeer. Don't create expectations, which you cant meet and ideally surpass. In subsequent store launches we planned it like a 1 day match to manage customers. But, that's another story for another day.

Today when I think about that incident I wonder if that person even bothers to go to a chain store for his regular shopping, let alone a new store launch!!!