Small is beautiful

‘Small is beautiful’ may sound paradoxical but in many respects it turns out to be true. Even when it comes to deeds, I love this quote that I used to read every day from a wall poster in the hostel where I stayed: “A smallest good deed is greater than the grandest intention”. We have the habit of picking up groceries from a neighbourhood modern trade outlet. Most of the time, bulk buying happens during weekends when my wife and I choose to go. I always love visiting retail stores and readers may be aware of it.To abide by the regulations, this store also stopped using carry bags ( ban on plastic ) and the customers are generally expected to get their own bags or they could choose to buy the cloth bags that anyways didn’t cost much, perhaps Rs 10 or Rs 20 depending upon the size.

On one occasion recently, we forgot to take the bags with us and only realised it while being billed. Hence I asked the girl at the billing counter to pack the product purchased in the bags being sold by them. After she completed scanning the products, she picked up three large bags. As she started to put the products purchased inside the bags, I could see the store manager who was perhaps six feet away, subtly giving her a message. All that I could see was him nodding his head in some way. He didn’t notice that I saw him. While I was about to pay, I told her to include the cost of the three bags used and she smiled and told me that I was not being charged for the same. I was pleasantly surprised not for the Rs 60 that was saved but by the gesture of the store. I thanked the store and left the place. As I left, I smiled at the store manager, acknowledging his gesture.

Two things I loved and learnt from this small episode. The store manager didn’t make it sound as though giving the bags free of cost was a big affair or a favour to the customer and more importantly, he made it appear that the counter girl herself decided to give that offer to the customer. This brought a smile to her face and I could see a sense of empowerment exhibited in the presence of the customer.Customers don’t need any huge favours or discounts. Some marginal special treatment here and there would do the trick. Lessons are around us and the next time you visit your usual store, don’t miss to notice such small but impactful treatments that show that ‘small is beautiful’.

You may also check out the following interesting books authored by P C Bala,