Ayesha runs a small cloud kitchen in Andheri East, Mumbai. Mostly office lunches and evening orders. Earlier, her WhatsApp replies were fast but sharp:

“Menu sent.”

“Order close at 11.”

“No change possible.”

Orders were coming—but repeat customers were reducing.

One regular customer finally messaged:

“Food is good, but replies feel thoda harsh.”

That surprised Ayesha.

She didn’t change the menu.

She didn’t change prices.

She changed how she spoke.

Replies became:

• “Sure, please take your time 😊”

• “Let me check what best we can do”

• “I’ll update you in 5 minutes”

Nothing fancy. Just softer.

Orders stabilised.

Repeat orders increased.

Lesson (simple, usable):

Today’s customers are not difficult.

They are anxious.

Tone matters more than speed.

👉 Try this yourself:

Read your customer messages aloud.

If it sounds rushed or cold—rewrite it gently.

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How this decodes the “big wisdom”

BANI sounds complex.

In real life it means:

• people worry more

• people question more

• people get offended faster

Persuasion feels pushy.

Reassurance feels safe.

My honest view

Small businesses already have empathy.

They just forget to show it in words.

In uncertain times,

calm sellers win loyal buyers.