HSIL created a business model that rides a basic human characteristic – the need for a better standard of living and an overriding concern for hygiene. The combination of both its businesses maximises returns during an economic upturn and minimises risks during a slowdown.

This was visibly demonstrated during 2008-09. In a period that was unmistakably cash-starved for the broad economy, HSIL generated Rs. 762.06 mn in cash profit, possessed Rs. 792.72 mn in cash and bank balances and enjoyed an enviable Rs. 1,500 mn in available credit lines.This indicates that we are in an attractive position to combine the power of an enduring brand with deep financial resources to make our growth scalable and sustainable. It also reflects that at a time when most companies within our spaces are delaying their investment projects, we possess the financial muscle to strengthen our relative sectoral prominence through capacity expansion, strengthening efficiency, widening range, broadening dealer network, deepening quality and achieving meaningful customer engagements. So the reason why we grew our turnover and profit margins in 2008-09 was not due to some extraordinary effort, rather it was the result of our consistent endeavour to outperform industry growth.

There is another reason why we performed better in a difficult year. The consumer of today is impatient, demanding and merciless with a declining loyalty tenure. She expects a wider product choice and deeper transaction value compatible with a lifestyle that is progressively mobile, urban and global. At HSIL, we proactively provided for this over the years. We embarked on the initiative to engage closely with our customers (primary) and consumers (secondary). If a product was moving, it was not an end to be celebrated; it was the beginning of a deeper enquiry into just how it could be improved. If a particular region was outperforming the others, it was not a statistic to be commemorated; it was the beginning of a deeper understanding on how the elements of that growth could be replicated in the other regions.