T S Shanbhag, the legendary bookseller at his Premier Book Shop in Church Street in Bangalore
Image: Gireesh Gv / The India Today Group via Getty Images
TS Shanbhag of Premier Book Shop, the legendary bookseller of Bengaluru recently succumbed to Covid-19. Generations of Bengalurians grew up reading books from his shop, which was crammed, chaotic and free for all. Shanbhag would sit behind a pile of books on his table and scrawl a bill when the books were chosen. The bill would have a significant discount—voluntarily given.
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Shanbhag was not talkative, but perceptive. He knew the art of providing books, without being intrusive. He provided a better bargain at the cost of his profitability. R Sriram of Crossword bookstores fame once told me why it makes no business sense to give discounts to non-discount seekers. While some customers seek discounts, most valued a curated range of books, personalised service and convenience. When they come to the counter, they would have made up their mind and discount would not change the decision. On a purchase which is impulsive and specific, discounts did not make sense from a business perspective.
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[This article has been published with permission from IIM Bangalore. www.iimb.ac.in Views expressed are personal.]