It's about the customer
-Empreteco takes service to a higher level
Stabroek News
June 11, 2004
Tashem's Enterprise's mantra of total commitment to customer service seems to be paying off with strong sales this year.
Tashem's at Maraj Building on Croal Street, now in its sixth year of operation, is a small stationery supplier in a sector dominated by big players.
"We commit ourselves to customer service," says Mark John, who saved his $2,500 weekly salary as an office assistant to invest in his own business.
"That's been the source of people...coming and buying from us....Because I believe the customer must be satisfied."
Tashem's supplies the Bank of Nova Scotia, the Guyana Police Force, two government ministries, the Linden Technical Institute and businesses in Bartica among others.
But Tashem's Enterprise's commitment to customer service does not end after the customer purchases their items - since the store also exchanges items if found to be defective. John says he disagrees with the common practice by some businesses to stamp on receipts 'goods not returnable.'
"You feel satisfied when you know they are satisfied; that's what keeps us going."
Last October, Stabroek Business featured Tashem's Enterprise and its owner as one of the businesses which was using its Empretec training to expand. Empretec is funded by the United Nations Development Programme.
Some of the valuable business advice from Empretec that John is implementing is more efficient bookkeeping and time management.
By keeping sales records, John is now able to say how his sales are constituted and can better manage stocks.
And with proper time management, he is able to deliver goods more efficiently. Prior to John's lessons, an order would take around two days to be delivered but now the store delivers within a day.
"Once the customer calls we will respond," says John.
John has to keep his prices competitive to accommodate the large number of student customers. He says his store may be the only stationery store which still sells a pen for $20.
He adds that advertising is also important and a lot of the revenue goes towards this.
Sales have increased sharply in recent months and he has attributed this to the store's participation in a trade exhibition last September at the Sophia Exhibition site as well as the Stabroek Business article. Being the boss, according to John, means a lot more responsibility and having a strong will. As an office assistant John says he performed at 100% but as his own boss he has to give much more.
"Having your own business is a greater challenge since your presence is essential throughout the day and one does not have the option of leaving when business is bad."
To get through those rough periods John is thankful to his co-partner who is also his wife. Speaking on his profits to date he says although sales have increased, profits remain the same since he has lowered the prices for several items. However, he admits that what the company is presently earning is not far from what he originally planned for.
What with the store overflowing with goods, it is clear that John will soon have to find another location.
But he says, "I wouldn't move from this location because this is a prime location," adding that he plans to open another branch instead.
At the new branch he hopes to offer a printing and photocopying service, in addition to having more room to display items. So far the rates for renting commercial space have been prohibitive.
Another plan John has is to begin importing supplies which he now buys locally.
To this end, arrangements are ongoing with Scotia Bank to secure financing.
John has also applied to a Trinidadian company to receive supplies on credit, which he says would be a very profitable arrangement.