In my blog post yesterday on Topli Na Paneer, I had said that I will be reviewing the product and the customer service today. Here I go with both.
I was promised that the paneer will be delivered to me by around 8 AM this morning. Just before 8, I received a phone call from the vendor advising me that there will be a slight delay but, the delivery will take place soon. Since it was no big deal, I agreed to wait and the delivery was made by 9.15. The young lad in fact rang me up to seek directions to my place and was prompt thereafter in delivering the parcels.
Ranjan and I had these for lunch and enjoyed every bite of it. We intend ordering for it regularly henceforth.
My son Ranjan is a foodie and when he goes shopping for one item he will end up buying half a dozen or more items on display in the shop. Last week he had done exactly that again and, brought something that was in the fridge intriguing me as I normally would not try anything until I make sure that it is vegetarian. This is what he had brought.
I discovered later that it is Burrata Cheese and I quite enjoyed some.
This cheese however, reminded me of a Parsi speciality over here called Topli Na Paneer.
The last time that I had had this was some years ago when a young friend’s mother in law used to make them on order for collection from her home. I had to drive some twenty kilometres to and fro and that eventually killed my appetite for it.
Since I remembered those times when I had relished them, I tried to locate the lady again only to find that she had in the meanwhile gone off to meet her maker. I therefore contacted two Parsi friends in Pune to seek their advice on how to go about procuring it and was sent this flier by one of them.
I called the number and was treated to a highly satisfying response from the responder and I have placed an order for delivery tomorrow morning.
I shall post again after I receive the paneer with my experience of the customer service as well as a review of the product itself.
I intend writing regularly about good or bad customer service as experienced by me and this will be the first one in that series.
This is to place on record my appreciation for a online merchant who rectified a mistake at their end with a prompt replacement.
I had ordered for a book to be delivered to a friend in Chennai with Hindu e Shop. Instead of sending the book to my friend in Chennai, since I am a frequent buyer, the book was sent to me and I received it yesterday.
I rang them up immediately on receipt and they apologised and promptly arranged for a replacement to be despatched to Chennai yesterday itself and requested me to keep the book received by me as a gift from them to me.
I am impressed.
On Monday last, I received a message in my WhatsApp from a home based food entrepreneur offering to supply Churma Laddoo on Thursday. Thursday, ie today being the first day of our Navratri festival, I placed an order for half a kilogram of the laddoos for delivery this morning.
I waited till 12 noon before I rang the lady up and the call was not answered. At 1230 PM, she called me back to advice me change of plans and said that the laddoos will be delivered tomorrow morning. No apologies, no explanations, nothing. Since I had already paid for the laddoos, I had to lump the change and simply accepted the situation instead of prolonging the agony.
Having written about the Japanese Customer Service Omotenashi just this morning, I decided that I shall send her a link to my post after the laddoos are delivered. She had also offered to supply some other goodies on Sunday evening by a separate message and I have now decided that I shall not ever order anything again from her.
Am I being too rigid?
The new word and all that it implies that I learnt yesterday was Omotenashi.
I learnt about it from this video that was sent to me as a link by a friend who knows my old obsession with Customer Service.
This quote forwarded to me by a friend, reminds me of a story that did the WhatsApp rounds some time ago.
Our Public Sector Banks have been aggressively taking their banking services to rural India and publicising their offers widely.
One day, one weather-beaten farmer comes to a rural banker and asks for a loan to tide over the problems faced by him due to the failure of the monsoon that year.
The snobbish banker asks the farmer what he can offer as collateral and the farmer wants to know the meaning of the word. On being explained the process of taking a loan against a collateral, the farmer says that he has a couple of cows and small plot of agricultural land.
An agreement is reached, the farmer pledges his parcel of land, takes the money and leaves.
He returns much sooner than expected, clears the entire loan amount with interest and takes back the documents of his collateral. The surprised banker asks him how he managed to do that and the farmer says that he invested the loan in getting a pump to take out subterranean water to irrigate his field, successfully planted and sold a crop and has now come back to redeem the documents.
The impressed banker in turn suggests that the farmer deposits the surplus cash with the bank and has to explain all the benefits that the farmer will get out of such deposit.
The farmer looks up at the banker and asks him – “What collateral will you offer?”