jai and nagraj
thanks a lot.Further I feel that for Customer orientation, we really needs believe and should take proactive decisions and not reactive approach for meeting the needs of customer. As the cost of loosing customer is very big, we can not afford any loss. Howevever, long term view is required to be taken so as to retain and book new business from him and his friens and relatives. The cost of booking new business is at least 5 times higher and so exceeds the expectation by giving something extra. It is time of commonality of products, even some thing extra tike smile make a huge difference.
sanjay