Thursday, March 26, 2009
I picked up a cheese packet a few days back. My favourite brand, by far, is Amul.
But when I opened it, this cheese pack had some black thing on it. I, as usual, took a picture of it, ready to shoot off an email to anybody whose mail id was printed on the pack. But there was no mail id - instead there was a phone number - STD that too. I was surprised, but I decided to try my luck with it. The first time I called, I was asked to call after 10 am. Which I did. My call was promptly 'transferred' to the 'cheese department' who took down my complaint and said they would get back to me and all they asked was the product details and asked me to preserve the cheese till they could take a look at it. I wasnt very optimistic, given my previous experiences with other companies.
Get back they did. Within a few hours, a distributor had taken my address to deliver a replacement. Next day, it was delivered to my home. By evening, a food technologist from the factory had called me up, took details and explained why it could happen and how they were extremely sorry that something like this happened. (And it was not entirely their fault. Given the current power situation, it is possible that many shops cannot run their refrigerated storages 24/7 and that caused some temperature difference etc. etc. They could have easily washed their hands off this, but they did not.)
Lesson in there. Customers don't need a fancy schmancy call center and people with accents and a website and a jing bang marketing campaign. What matters is do you really care for them. A simple number will do - where real people pick up the phones when you call and listen to your complaint and respond sincerely. Obviously, I am a fan of Amul for life...