more experiences

In a retail environment, why should you bother about how clean your warehouse should be? After all the customer does not walk in and will never in the ordinary course of action see your warehouse. I under stand basic cleanliness to be followed but really how clean must it be? Well. I had written about Hypercity sometime back. How I loved buying from the shop and lovely retail experience but absolutely shitty follow up. My bed was not in stock, it came late. They sent a damaged bed, then sent the proper one etc etc etc… they expected me to be in the house that I had not even occupied for the whole day waiting for the bed, as they could give me a range of time in which the bed would come. All that was fine. The bed finally arrived neatly wrapped up in small corrugated boxes. The horror was that the boxes were dirty and dusty (courtesy the warehouse) and had a few cockroaches on it. Now if we are shifting to a new house the last thing I would want is a cockroach. Imagine what I would be thinking about the cockroach coming in from Hypercity. What kind of warehouse would they be using? So now I am thinking, does their food warehouse suck as bad. So they have armies of cockroaches there as well? Hmmm.. The experience is always end to end. One must take care of the same from the very beginning till the very end. The last time I put a post on it, a very sweet lady contacted me from their PR agency Ipan – Shaila Pais. Poor thing tried to understand the problem and promised to solve it. I don’t think she could do much. I guess the problem is form within or from the top. One must care about the customer as a part of culture not some random mission statement. But at least she called. At least she had a simple thing such as a blog alert and she responded to it. A couple of days back I posted something about Café Coffee Day with a picture of their employee sleeping on the sofa without his shirt. No contact from the company. What am I thinking dude? What am I, the customer, thinking?