1 hr ago
IIM-Born CEO Says Australia’s Everyday Life Runs on Trust
Abhinav Gupta visited Australia and noticed that people often trust one another in daily life.
At some petrol stations, drivers fill their own cars and pay inside without attendants watching.
Some people can use toll roads and pay later.
Farmers may leave produce by the road with a box for customers to place money in.
Gupta also said returns can depend on the customer’s word.
He compared this with sales practices in India, where businesses often contact customers quickly after they show interest.
In Australia, customers may prefer to research products and decide at their own pace.
Gupta said calling them too soon can feel pushy.
He believes these habits show how trust affects both everyday behaviour and business.
Abhinav Gupta described high trust as his biggest cultural shock in Australia.
He noted unattended petrol stations where drivers fuel their cars and pay inside.
Gupta cited delayed toll payments, roadside farm stalls and relaxed product returns.
He contrasted Australia’s self-directed shoppers with India’s stronger emphasis on immediate follow-up.
He said aggressive sales calls can feel intrusive to Australian customers researching purchases.
- Who
- Abhinav Gupta, CEO of Cars24 Arabia and an IIM alumnus.
- What
- He shared observations about Australia’s high-trust culture and its effect on consumer behaviour.
- Where
- Australia, with comparisons to business practices in India.
- When
- After visiting Australia; he later described the experience in a LinkedIn post.
- Why
- To explain the cultural differences he noticed in daily life and customer engagement.
Key facts
- Observer
- Abhinav Gupta
- Position
- CEO of Cars24 Arabia
- Platform
- Australian example
- Drivers may fuel their own vehicles and pay inside without attendants monitoring them.
- Other trust examples
- Delayed toll payments and unattended roadside produce stalls.
- Consumer behaviour
- Australian customers generally prefer researching products and taking time before deciding, according to Gupta.
- Business contrast
- Gupta said immediate follow-up is encouraged in India but can be viewed as intrusive in Australia.
Quotes
Abhinav Gupta
CEO of Cars24 Arabia and IIM alumnus
“They don't want to be pushed into a decision. That's what high trust looks like when it becomes a part of everyday behaviour. You don't need someone standing over you to do the right thing. And you don't expect someone standing over you when you're making a purchase either”
NDTV
“For example, in India, when someone leaves a lead, the business follows up and tries to close while the customer is still engaged. In fact, converting a customer on the spot is something we actively track and applaud. In Australia, that behaviour will work against you”
NDTV
Sources
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