To start lets go one day back, after a tiresome day at office I came home at 9:30 pm and went to bed 11:30. After a short night I woke up 'exactly' at 05:30 in the morning and got ready for my new hobby 'Swimming'. As usual, my roomie who rolled up with me for the quaterly package (and could not complete his three weeks at the end..:) shut his alarm and waved me babye putting pillow over his head. True to my committment, I drove all the way to pool, took shower and entered the pool.....
Then,
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As soon as I dipped and reached corner of the pool the Chaukidar comes to me and tells me that my subscription is over. ( : o ) was my reaction that I still have 20 more days to go. I tried to explain him but no change (this no change was quite expected by me since he does not understand me nor I do to him, please refer my previous post). Finally, after certain exchange of arguments fellow convinced me to come out of water. You already know after coming out of pool and change, it is impossilble to go back again. I met the caretaker who also happens to be the owner of the place and explained him. He was even beyond, he was not convinced by my explanation of count of months and blindly told me you had subscribed in April once month earlier than I actually did. I forced and made him bring register which had registeration details. The chaukidar was vanished by then, I saw him standing away from us.
BULLSHIT!!!
I subscribed in May and somebody counted May 17th to Jul 16th as three months (you can count they are actually two) and this peon just without consulting his seniors argued & did something obnoxious. Finally, caretaker agreed and politely asked something which I couldn't get but meant 'Is your swimming over'& 'you can go back in' and I gave a sarcastic smile & could only say "This guy just pulled me out man". Over this, he reluctantly said sorry and I left for my routine hoping this he will not stop me till last day of subscription. This is very personal but let me tell you one more part of it when I joined he made me pay one day's fee extra since I was paying him for quarterly package a day after.
Point is Is this what you called as customer satisfaction? Unbelievable. Where business are ready to pull customer through whatever it takes attitude, there are still people who are very rigid and take supplier-customer relationship as just exchange of currency and goods. As a part of service this would have been well avoided by peon showing me the register after my dip and I could have clarified or he would have brought caretaker to talk to me. But I have seen this quite often that customer experience is taken for granted here.
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Later in the evening, when I went in reliance communications shop it was around 30x18 sq feet. It had three executives on the counter. Generally, when you enter brand shops you are greeted by shopkeeper. Here, nobody bothered to look at me. I asked one lady there to tell me about the broadband scheme she directed me to a pamphlate kept apart. I went through it and had some questions I was given a response whatever is written is the only info available. You read yourself !!!
:)
Now tell me, I was just wondering...with this speed..... when they will reach customer delight???