This Autowala is a better entrepreneur than any MBA!

Do you remember Chennai’s auto driver who was tweeted about by Industrialist Anand Mahindra? Yes, the one he called Professor of Management.

Anna Durai, affectionately known as “Auto Anna,” has scripted an incredible auto rickshaw story in Chennai, where his unwavering dedication to passengers has transformed the mundane commute into an extraordinary journey.TN 07CT 5058 is no ordinary auto rickshaw; it’s the brainchild of Anna Durai, lovingly known as “Auto Anna.”

Prepare to be amazed as you embark on a commute that feels more like a five-star experience. His auto rickshaw offers passengers a wide range of amenities and services, ensuring your ride is both comfortable and enjoyable.

Early Life and Beginnings

Born in Peravurani in Tamil Nadu’s Thanjavur district, Anna Durai moved to Chennai with his family when he was just four. His father and elder brother are both auto drivers and in a report on The Better India he says “The original plan was to become a businessman and earn enough to solve our financial crisis. But the very same crisis forced me to drop out of Class 12 and start working. I chose not to complain, and instead bring my passion into what I was already doing. I began with placing newspapers in the backseat and gradually introduced new services.”

Transforming the Commute

So how do you envision growth in a 6-seater vehicle with limited passengers and ride hours? This is probably the most commonly directed question to Annadurai, who believes that all professions essentially have the same goal — to please customers and he has excelled.

His first step was to include regional and national newspapers and magazines in the rickshaw in 2009. He read a newspaper or two before beginning his day. Similarly, he learnt about the importance of the internet when he saw a husband on his phone and that his wife had nothing to do due to low connectivity. Thereafter, he had set up an unlimited free WiFi router in his vehicle.

Fig. Magazines inside his auto

Fig. WIFI inside his auto

“One may think an auto ride is just about transporting a passenger from one area to another, but it can be so much more. Traffic jams in the IT corridor are frequent, so passengers tend to feel irritated while waiting. The WiFi keeps them engaged. Once a customer urgently needed a laptop and I felt bad for not being able to provide him with one. The next day, I had a laptop and tablet. These gadgets led to social media selfies which in turn increased my customers,” he says.

Enhancing Passenger Experience

He also observed that many people who were heading to work didn’t have time for breakfast and would complain about it. That’s when he decided to introduce a snack section on his auto, offering items like fruits and wafers. He also added chocolates, coconut water, and regular water because he noticed that school and college students often got tired while stuck in traffic. He realized that people often didn’t have the exact change to pay for their rides, and sometimes they couldn’t pay at all. So, to make things easier, he got a card-swiping machine!”

Creating Connections

“There are all kinds of people who take my ride — friendly, shy, sad, happy, or confused. I am always welcoming and for that, I learnt to say hello in nine languages. I even learnt the names of Hindi movies, scientists, freedom fighters, famous places across India, and sports to make them feel at home. They are surprised and happy when there is something common to talk about. People everywhere are the same, you just need to find that one hook,” he explains.

He put some umbrellas in his auto for people to use when it rained. He just asked them to return the umbrellas whenever they could. He also understood that customers might not come back to return them, so he made an arrangement with shops and stores along OMR. People could leave the umbrellas there instead of bringing them all the way back. He was amazed to see people actually returning the umbrellas. He had learnt an important lesson: TRUST!

Fig. Umbrellas, free snacks and mini-fridge as amenities

Building a Loyal Customer Base

Anna Durai’s focus on customer satisfaction extended to building a loyal customer base. Getting customers to come back and refer others is another important lesson from Annadurai’s auto business. He believes it’s the best and most affordable way to grow. To achieve this, he uses a few tactics. He holds monthly contests with five general knowledge questions, and the winner receives Rs 1,000. He also gives tokens to customers who take more than 20 rides. These tokens can be exchanged for Rs 250. If a customer takes 30 rides, they get Rs 500, and for 40 rides, they get Rs 1,000. This encourages people to keep coming back, and he considers it a great way to build a loyal customer base.

Going the Extra Mile

Anna Durai’s commitment to customer satisfaction knew no bounds. Annadurai also offers advanced booking services, which are especially helpful for foreign passengers. If there’s a pre-arranged booking, he even goes to the airport during odd hours to pick up passengers. On special occasions like Children’s Day, Women’s Day, and Mother’s Day, he provides free rides to his passengers.

But here’s something special: if you’re a teacher in Chennai, Annadurai offers you a free ride any day and anywhere you need to go. He believes that teachers play a crucial role in shaping future professionals like engineers, doctors, lawyers, and journalists. He sees teaching as one of the noblest professions and offers this as a way of expressing his gratitude for their tremendous work.

Fig. An Advertisement

The Better India reported that Annadurai caters to a hundred passengers daily and his average monthly income (pre-pandemic) is Rs 1,18,000. Of this, he spends Rs 19,000 on the products and services to keep the customers happy.

Achievements and Recognition

His relentless commitment to passenger satisfaction gained him recognition as an entrepreneurial visionary. In 2013, he was invited to share his unique vision for transforming the auto rickshaw service in a public talk. Since then, he is the most sought-after trainer & speaker by various MNC’s across India for building authentic customer relations. He has been a 7 times TEDx speaker already!

Fig. Annadurai as a Motivational Speaker

Conclusion

Next time when you’re in Chennai, make sure you don’t miss the chance to ride in TN 07CT 5058. It’s not just a ride; it’s an amazing auto experience that will leave you with memories of a journey like no other. Anna Durai’s story serves as a shining example of how unwavering dedication and a customer-first approach can transform even the most ordinary of experiences into something truly extraordinary.

Author: Rituparna Ghosal

Fig. Nisha’s love for cooking

Conclusion:

For individuals like Nisha Madhulika, age holds no bounds. She is a woman who unearthed her true passion through the platform of YouTube. Nisha’s heart beats for the thrill of experimentation, the joy of reading, and the art of culinary preparation. An embodiment of integrity and grace, Nisha stands as a beacon of inspiration for countless homemakers. Her journey resonates deeply with those who share a love for cooking and aspire to transform that love into a passionate pursuit.

Source:
https://www.simplylifeindia.com/speaker-auto-annadurai.html
https://www.livemint.com/news/india/lets-learn-from-him-anand-mahindra-thinks-this-chennai-auto-driver-is-a-professor-of-management-11642868308594.html
https://news.abplive.com/tamil-nadu/meet-chennai-s-anna-durai-auto-rickshaw-driver-who-has-won-every-commuter-s-heart-1508370
https://www.thebetterindia.com/256374/chennai-auto-driver-viral-mba-annudurai-customer-loyalty-service-marketing-entrepreneurship-lessons-success-story-inspiring-gop94/
https://lbb.in/chennai/anna-durai-auto-anna-omr-chennai/
Tagged Career, Career Journey