Customer Delight 30 Nov,2007

It’s about small yet significant stories of customer delight which I experienced today.

Ist story

My bike pulsar 150 DTSi broke down on Monday 24th Nov, 2007. I contacted Mr Sudhir Kumar service advisor of Bike point- a service center of Castrol India. Two mechanics came to my office premises where bike was parked & told me the exact fault. I then ordered a new genuine chain set & a helmet lock through my brother. Today I again contacted Bike point; they immediately sent a service man to my premises who took bike.
Within two hours my bike got delivered to me & to my surprise I found it shining & upright like a new bride.
It added to my delight. Keeping customer at center of attention & refining your processes for his/her delight is a simple mantra to success. Thanks to bike point

IInd story

I have to attend my marriage of my cousin sister tomorrow on 1st December,2007. I have been running from pillar to post to get my favorite coat drycleaned. I googled for drycleaners located nearby my locality. I contacted city drycleaner based in Naya khand, Indirapuram who assured me that my coat will be dry-cleaned within a day. I held back idea of getting my coat drycleaned by guy as it was not situated in my immediate locality. Thus, I approached a nearby drycleaner who in spite of my cajoling didn’t agree. Then as wedding day approached, I again approached the city dry cleaner guy who attended me cordially. He assured me that my coat will be picked up & dry-cleaned but I will have to take delivery myself. But somehow, I got stuck in some urgent piece of work. I again approached guy & told my problem. Person very courteously assured me that he will deliver coat which he did before time.

I struck lucky second time as well. Thus,my day ended on a happy note.

Motto: Keep customer at center of attention & refine your processes accordingly for longer term success