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Dear Stan, The Bahrain retail scenario is witnessing an unprecedented boom. We read of new malls, supermarkets, hypermarkets and shops opening in different locations of the kingdom.

Customers are being attracted with offers of cars, gifts, air tickets, shopping vouchers etc. Every new outlet opening is giving something more to its customers than the one opened earlier.

The customers are benefiting from this fierce competition, which is going to increase in the times to come.

How do the older organisations and supermarkets survive in this fast changing environment?

I would suggest:

Do not panic: Managements should not press the panic button, on the opening of a competitor's outlet in its vicinity. They must continue to serve their customers with the same commitment and ensure that they have an enjoyable shopping experience.

Evolve new ideas: All customers do not make a purchase only to win cars. Most of them look for personal attention, friendly staff, prompt customer service, competitive prices, cleanliness and convenience of shopping.

Control operational costs: As standalone businesses cannot give 20 or 30 cars away in promotions and also other gifts to attract customers, they must instead control their operational costs. This step will help them to remain economically viable in the long run. However, customers should not be lost when costs are being controlled.

First time right: Every action in the operations should be aimed at being 'First Time Right'. This action will help retain the customers and make the place a shoppers delight.

New customers and markets: Managements should look for new customers and markets to offset any loss of sales. There are many untapped customers and markets waiting for companies to meet their regular requirements.

Fast decisions required: If an organisation is geared to make fast decisions it is able to satisfy customers. Many big hypermarkets and malls fail in this acid test due to their slow decision-making process.

Teamwork and multi-tasking: Staff members need to gear up to work as a team and perform different roles when necessary.

Increase other income: Every chance to increase income from in-store branding, floor rents, shop-in-shop, table spaces etc need to be considered. This increases income, footfalls and associations with other companies.

Customer data bank: We must know our customers by first names and their shopping preferences. This makes a big difference as customers desire that they are recognised while shopping.

Staff incentives and rewards: On a regular basis good staff members need to be recognised and rewarded. This increases their commitment levels which benefits the organisation.

The survival list can go on and on but the importance lies is in identifying and implementing it with a positive mind frame. The time has come to face the competition head on. Organisations taking corrective steps today will have a bright future.

Ajit B Khadilkar,

manager, Lebanon Trade Centre, Isa town

Editor's note: The views expressed are the author's in his personal capacity.

Dear Stan,

It was a great pleasure for me to read both the nicely written feature articles about Bahrain Polytechnic by Anasuya Kesavan.

I personally would like to thank Ms Anasuya on her co-operation, great efforts, and pleasant writing style.

Aalaa Al-Laith,

marketing and

communications

co-ordinator,

Bahrain Polytechnic.

Dear Stan,

I moved into my new flat in Um Al Hassam in October. Over the next several weeks, I have tried to get my phone transferred from my old flat to my new one and this has involved five trips to Batelco in the Gosi Complex.

At first I was told my building was too new and not registered, fair enough - down to the agent. But when the agent got the building registered as requested I spent my whole lunch break in the office on two occasions while various members of staff appeared to be stood around chatting, and I did not reach the front of the queue before the office closed.

Eventually, I went back and finally got to see a member of staff who told me the line could not be transferred because it's in a different block, so I made a booking to have a new line fitted. This was on November 4 and I was told it would take a week to 10 days.

I have been travelling away with work so called in to Batelco this morning to find out when it could be fitted and was told the line work will not be completed until December 13 after which I should phone to make an appointment to get a line fitted.

If it is possible by December 13 - and I don't hold out much hope - it will have taken more than 10 weeks simply to get a telephone line fitted!

I am going to go and visit Mena Telecom at lunch time to check out what they can offer.

Business Friendly Bahrain - I don't bloomin' think so!

Elizabeth O'Reilly, Bahrain.