First we had to take our cupboard and ship it to a friend of Jasmine who could use it as we didn’t really need it. We were wondering how to ship it when we thought of the brain wave and attempted to fit it in the iTen. We folded the back seat and pushed the front seats to the max. We pushed the cupboard inside and secured it. Thus we were well set and I found it quite amusing to drive with my chin breathing down the steering wheel. After delivery we went to get the cycle. Getting the cycle back meant the same scene (well, almost same) getting repeated. A funny incident happened while we were buying the cycle.
When we wanted to fix the seat for V-inu’s cycle we realized we had all the spanners from size 5 to size 16 but did not have the crucial size ten, as the size 8X9 was repeated in the set. So at the cycle counter I asked for a 10X11 spanner as well. I really wanted a spanner with the round grip types. It easier to work with those. The guy working on fitting out my cycle was listening to it and said I could get from the hardware shop across. Suddenly he says, ‘arre paanaa (spanner) gira’ and he goes half way across the road. I assume he is going to buy the spanner for me. He returns from the middle of the road and asks me what size I want. I say 10X11. I then realize he has just picked up a spanner that just fell in the middle of the road. That was a 10X11 round grip spanner. I look on incredulously, ‘kya?’, “Yes sir, this spanner just fell and that’s why I went across the road.” “And it’s the size I want”. “haan sir.” Even as he looks on with amusement he says “kuch aur maangna tha, who mil jaata” hahahhahaa. It was like what I asked just popped from the heavens. I can’t believe it. Neither could Jasmine.
Yesterday we had coffee at Costa Coffee at their outlet at phoenix. They have three outlets in one mall. That’s aggressive. But they do serve excellent coffee. Café coffee day has lost their taste, Barista is getting it back but Costa comes out tops. What I love is also their friendly service. We were at the outlet below Croma and we ordered coffee (mocha – jasmine and my favourite) along with their bowl of salad. The coffee came out lovely as usual, but their salad was sadly bad. We have had this salad before at the Juhu outlet (nice) and this one was a disaster. Not fresh at all and only lettuce (90%). We spoke to the waiter, who said that it was fresh, till the manager called him and told him to agree with the customer. I told him to not waste it but simply top it with some fresh salad, carrots etc. It come back, with some top up, but no extra dressing. On being told, promptly it goes back and comes back with the dressing. Jasmine and me have it but somehow still did not like it. We call in the manager, a sweet guy called Rohan. We complain about it. He is apologetic but is surprisingly responsive. I ask him where I could write the feedback. He gives me the feedback form. We have this lovely cordial conversation. He didn’t get defensive at all. That’s a sign of good training. He accepts everything. At the end I thank him and say that I will write my feedback in detail and casually ask him if he has a refund policy. In fact I ask him ‘you don’t have a refund policy, right?’ wonder of wonders, he says sure and promptly gives me back my money. 3 seconds is all that it took. No screaming, no hassle. 100% money back. That too after I finished the salad. That is customer service. Costa Coffee – you rock. I am going to be back. Trying doing this at the other coffee outlets. Go ahead just try it.
I think this weekend, god just gave me whatever I asked for :)
A post script – I wrote a feedback mail to Costa Coffee – slamming the salad and praising the service. I get instant call back, apologizing for the salad. Whoa… pretty cool. I was the one telling him don’t worry. I will be back. I love you guys more now. Keep it up.
Take shit, convert it, turn it around – you have customers for life.
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