\Our buyers are at the core of everything\

Vasanth and Co, a name which is synonymous with one-stop-shop for all electronics and home appliances’ for consumers in Tamil Nadu, had humble beginnings in 1978. Three-and-a-half decades later, it is rightfully South India’s largest consumer durable player, with 60 showrooms. In an exclusive interview with H Vasanthakumar, a man of few words, owner of Vasanth and Co says, customer service is paramount to stay ahead of the game.  

 

What makes you one of the leading regional retailers of the Tamil Nadu region?

I know the people of Tamil Nadu and their needs very well. They are very particular about the product they are choosing and their prices. We pay special attention to their servicing needs and leave them satisfied. When the customers are satisfied, the business owner is satisfied.

 

Did you face any challenges when you were expanding regionally?

Every business faces challenges, and we are no exception. The biggest challenge, however, is the rise of the online players. I am only threatened by them. Secondly, regionally when a customer faces problem and tells us about it, we can sort it out. When it comes to delivering a product ordered online, all sorts of problems arise, right from supply to availability, to connectivity, to delivery. It is a challenge when a product is rejected and it is required of us to send back.

 

Why has Vasanth still not been expanded to the North? Do you think you will be able to adapt to North Indian buyer's sentiments well?

Expanding nationally has never been our goal.

 

What has been your learning as a regional player?

As a regional player one should understand the market position. One should always prepare to know what the competitors are doing. Then, understanding people’s needs and their thought process regarding a certain change even before they come to you is important. You have to know their minds if you want to retain them. 

 

Tell us about the changes you have observed in the retail space in the last few years. 

Croma, Reliance etc are coming up and consuming the market share in a big way. It is obviously because of the popularity of the online retailing. A company has to keep thinking differently than both the online and other regional players.

 

And what could that difference be?

It could be ‘the difference of approach’. The business of consumer durables can be summed up in three words: manufacturing, selling and service. Beyond that, the best a firm can do is to get what the customers want. Implement it in the system and get them what they want at the earliest. For me and Vasanth and Co, technology is alright, but our buyers are the core of everything. We are always thinking how we can serve them better.

 

Tell us about how you envision growth and what are the future plans?

We have a total of 60 stores at present. It will be 61 before the year 2015 begins. We are majorly based out of Chennai, with a store each in Bangalore, Kerala, and Pondicherry. We have all the intentions of growing more in the South of India, eventually covering maximum ground here.