His wife ordered from bigbasket when it was shown available, that too 'Fresho' brand.
When delivered & checked, it was not of good quality.
Quality tapioca is always a gamble.
Chandra immediately called BigBasket call center, and informed, Fresho tapioca was not good, yet again. Asked call center executive to send back the delivery boy, who was at the apartment gate.
The executive politely said the delivery boy cannot be sent back to pick up the stuff. Instead, the executive accepted the complaint, asked to dispose off stuff, refund being arranged (SMS received) and will take care in future! That was cool!
The prompt acceptance of the customer version, no lack of trust or inquiry. Just simple acceptance almost made Chandra feel guilty. The bigger challenge for Chandra was to dispose off :(
Last Thursday he asked the store-head for a recommendation of best mangoes. He was pointed to cardboard boxes (thankfully no plastic) dasheri mangoes. One of the staff helped Chandra to select the best box!
By Saturday, four mangoes had got rotten, almost indicating the use of chemicals! (And they sell non-chemical/organic stuff only, their USP! Only vegetarian).
Chandra took the mangoes to the store on Saturday afternoon. The store head was not there, someone else was officiating! (delegation at corporate or these small stores, are never effective).
Uneasy lies the head that wears a crown...He asked for the bill. Chandra retorted, 'you expect me to save your bills?' (like we do for GST, Income tax purposes, he wanted to add, but did not!). The expression on his face was, 'I don't trust you'!....
he just messed up a 6-year-old relationship.
Customer may not be always right. But it pays to trust the client.
Big Basket may not need SRK or Ratna Patakh, both superstars. They need policies, customer orientation, and empowered, committed employees. Bliss for customer, success for the brands.