Where brand managers and marketing consultants are their burning midnight oil to make a significant difference to customer experience, there are a few Samaritans who are winning over customers by just extending a good deed to make sure the customer’s convenience is met.
Just a little while ago when stranded in Wakad, Pune waiting for my bus and making repeated attempts to understand the pronunciations of the locals, I felt it was time to take a bite and was guided to Spice Curry hotel by a passerby with the assurance that its hygienic. That was enough to build my first impression. And so it was.
On walking in one of the attendants showed me a seat and also the washroom to wash my tired hands and face off the grime. Second impression built.
The waiter, who I was talking to in Kannada, comfortably assuming he understood the language as the restaurant was run by a Shetty, heard me patiently and then confessed he did not know the language. Here it was the patience that paid off.
Then was my order of Curd Rice without green chillies, which they willingly accommodated against their regular recipe. Fourth impression built.
The last one was the best. The manager Shashi Shetty understood that I was having a tough time figuring the place and offered to drop me to my bus boarding point, which I willingly accepted.
Did the respective people have to take those less expected efforts? Not really.
However, what it did was leave a very positive impact on a casual customer like me that got me to blog about them immediately. Certainly worth the selfless initiatives. What say?
BrandBull - The Marketing DJ 