Are poor business ethics and wrong business attitudes sinking Srinagar’s shops?
A few months back, a colleague of mine entered a shoe shop on a cold evening to purchase an expensive Nike sports shoe that was displayed in the window. My friend said to the salesman, “I want a Nike sports shoe for myself. Please show me a few”. A normal request before you buy such an item. The reply of the salesman was shocking and unexpected. After asking the shoe size, he replied while pointing towards a shoe kept in the window corner, “This is the shoe I have for your size and it costs Rs 4500. Only if you agree to purchase this, I would take it out from the shelf; otherwise, please don’t bother me.” This rude reply kept him under a shock for a while, before he left the shop without uttering another word. Unbelievable, but true. This is how some people handle their businesses.
Once bustling marketplaces in Srinagar, Lal Chowk to Hari Singh market, are currently facing a worrying slump in sales — and many customers complain that the only cause isn’t rising prices or economic slowdown, but something far more personal: the attitude of those behind the counter. The way they behave, talk, and welcome you in their premises.
Shoppers across the city report a growing trend of dismissive, impatient, and sometimes downright rude behaviour from salesmen and shopkeepers. Instead of the warm welcome and attentive service that once defined Srinagar’s retail culture, customers now often encounter cold stares, curt replies, and an air of arrogance, discouraging them from shopping with satisfaction and contentment.
“I walked into a clothing store last week, and the salesman barely looked up from his phone,” said Farah Ahmad, a local school teacher. “When I asked for another size, he made it seem like I was asking for a favour. I walked out and bought the same item online — cheaper and with free delivery.”
Vegetable and fruit vendors are no exception. You buy these items from any part of the country, the majority of the vendors would welcome you and hand over a basket to pick items of your choice, quality and quantity. But it is very unusual here. “Please don’t touch them- I am going to do it myself”. Both the quality and quantity of his choice. You are handcuffed and dumb. Otherwise, he will say, “naer sa, gus an kun jai bhai- me chu na kinun”( Go and get it from somewhere else, I don’t want to sell it).
Once I was visiting Lajpat Nagar in Delhi and happened to walk through the busy market with my family. My wife was doing some window shopping. As soon as we reached the outside of a ladies’ suit shop, the owner came out and welcomed us. My wife replied that she is just noticing the items. But he politely welcomed us inside and told us that we could see as many without actually buying one. “Treat it as your own shop, he politely said. We entered, and immediately he ordered his sales boy to bring some cold drinks for us. We were so humbled by his gesture that, in the end, my wife willingly purchased five to six ladies’ suits at a reasonable cost, and of good quality. That is the salesmanship built on attitude and good behaviour.
From Loyal Customers to Lost Customers
Market analysts warn that such attitudes are driving a silent but steady migration to online shopping platforms. E-commerce giants and even smaller Instagram-based sellers are capitalising on what local shops are losing: respect for the customer.
“The modern consumer values experience as much as the product,” explained business consultant Imran Bhat. “In a competitive market, arrogance is not just unattractive — it’s suicidal for business.”
Once seen as the heart of Srinagar’s economy, family-run shops are now struggling to retain even their loyal customers. In some sectors, traders admit that footfall has dropped by 20–30% in the past two years.
An Attitude Problem with Economic Consequences
Poor customer service doesn’t just harm individual shops — it undermines the city’s entire retail ecosystem. Word-of-mouth spreads fast in Srinagar, and negative interactions quickly become shared stories that steer shoppers elsewhere.
Some shopkeepers, however, reject the criticism, blaming changing customer expectations and the lure of online discounts. “People come, ask a hundred questions, then leave without buying,” complained a shoe store owner in Karan Nagar. “They’re wasting our time.”
But as consumer behaviour shifts, experts say adaptability is key. Online shopping may offer convenience, but physical stores can still win through personal connection, trust, and service — if they choose to.
The Road Ahead
For Srinagar’s businesses, the message is clear: attitude matters. The smile, the patience, and the willingness to go the extra mile could be the difference between survival and decline.
As one longtime Lal Chowk merchant put it quietly, “In our line of work, the customer is our guest. The customer is the king. If we forget that, we have no business left.”
Saad Parvez, Department of Mechanical Engineering, PI Greenovator Incubation Foundation iTBI-DST Project, NIT Srinagar
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