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Business services 2009-10-08

Stumbling blocks in cartridge refilling

Every business has attached to it certain set of challenges. Though the basic challenges remain the same across the board for all service franchises, their relevance with each sector differs. The cartridge refilling business is tiding over the tough waves

By Neha Malhotra Sub Editor, Franchise India Holdings Limited, Web Division

It is said that in the service industry, even if you give your best, you cannot satisfy 100 per cent of your customers. There will always be a fraction of people (however small) who can never be satisfied. Well, servicing is not the only challenge being faced by the cartridge refilling industry; they have their own peculiar set of hurdles presenting a new challenge every day.

Delivery Issues

There can be situations where at times when the cartridge that has been refilled may not perform well. So in such a situation the customer may not feel satisfied with the service as he may have to go back to the store to get it done once again however there is also a possibility that he may go to some other store the next time. This can be a deterrent of creating a loyal customer. Though the situation forms a very meagre percentage, it can make a difference.

Technology up gradation

Technology is said to change at a very rapid pace. Here also keeping up with the latest technologies is a challenging job.  Samit lakhotia, Head- Business Development, Re-feel says, “New technologies come to the forefront every now and then. We also need to upgrade with time so it can be difficult at times to meet all the requisites.  However, we carry out a complete R&D in our sphere and together with franchisees try to keep ourselves updated with the latest that is available in the market.”

Quality and price

Local refilling stores make available cartridge refilling for customers at a very low price. Quality is an issue with the service provided with them but for the people to whom quality is not an issue, going to local brands suits well. Though the organised players are offering quality service they loose out on such customers. So maintaining quality and offering it at a lower price to capture this end of customers is a challenge for them

Retailing man power

The attrition rate of employees in the service industry is very high. Hiring and training of employees in a specialised sector for offering a specific service is a long procedure and if these employees leave the organisation soon enough then they will have to go through the entire training procedure with the new employee making it very difficult. So retaining man power is one situation being faced by the industry.

Apt store location

Getting an apt location for a refilling store helps increase visibility for a brand making it more accessible for customers. If a store is not opened at a very visible location, then the client walk in and footfalls will be very low. In such a situation, money will have to be spent on advertising and marketing for the store. So the industry people feel that when either ways money is supposed to be spent, they would rather spend it on getting a good location. But this decision can be multifaceted at times resulting in red tapism. So finalising a location can lead to various complexities.

Though the cartridge refilling industry faces these problems for time to time, it is also working on its end to overcome them and printing their success stories.

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