B N Rao suits case study solutions

BN Rao Suits B N Rao suits is a 146-year old firm that has branches at 3 places in Bangalore - Domlur, Kaly Nagar and Vijay Nagar. They have plans to open another branch at Electronic City. Though B Rao suits specialize in suits, they also have a good collection of formal shirts, trousers and Shirts. Needless to add, their apparels are priced at a premium. But they have been doing go business because of their services and brand reputation. They have been very few qua complaints and even if there were some, the in-house tailors whom they had ensured that problem was rectified in a matter of minutes. Dr. Amarkant Tripathi who works in a top notch IT firm in Bangalore decided to explore B N R suits for the first time. He was scheduled to attend a meeting in Chennai on Friday 15 May 20 and he decided to visit B N Rao suits on 1" May itself. But as it was Labor Day, he visited the sh at Vijay Nagar the next day. The measurements were taken and he was assured that the delive would be given on 13t May-two days before his scheduled departure to Chennai. On 13an May. Dr Tripathi got the delivery but to his dismay the trouser was fight. To add to woes, the store manager politely informed him that the in-house tailor was scheduled to ret from his native place in the evening and that he can be rest assured that his trousers will delivered to him in the evening. There were 4 tailors in the Vijay Nagar branch but three of the had been diverted to the Domlur branch because of a large order there. As there were not ma orders in the Vijay Nagar branch, the store manager was confident that they could manage witt in-house tailor. Unfortunately, after stitching the suit of Dr Tripathi, the tailor had to rush to native place at Kolar on an emergency. When Dr Tripathi called up B N Rao on 13th, he was asked to come on 14an and the sto manager profusely apologized to him for the delay saying that the tailor was delayed. T deadlines for the large order in the Domlur branch were tight. so no tailor could be spared fro that branch, The Kalyan Nagar branch was a recent branch and there was only one tailor the who was busy with the present order. On 14n moming. when Dr Tripathi called up the store manager the alteration was not yet dor Livid about the delay, Dr Tripathi blew his fuse. The store manager listened to him patiently a asked him if Dr Tripathi could share details of his programme. Dr Tripathi was in no mood to obli and said that he would come back from Chennai and then collect his suit the next week. decided to wear one of his older suits for the meeting. Dr Tripathi left for Chennai on 14th evening. On 15th May, 2-hours before the scheduled meeting the hotel where Dr Tripathi was put up. he received a package. When he opened it, he found trouser neatly packed along with a bunch of handkerchieves and an apology note from the st manager. The trouser fitted him well. But Dr Tripathi was perplexed. How did B N Rao suits co. to know of his plan? He got his answers when he returned to Bangalore on 17 May 2012 . T store manager had called up Dr Tripathi's home. had spoken to his daughter and had explain the problem to her. He had arranged for the suit to be taken to the Domlur branch personally a got it mended. He then arranged for the suit to be delivered by Express Delivery on 14th even so that it could reach Chennai the next day. Explain: Service Recovery Paradox in the above context