We have been members of Club Mahindra since 2006. In fact in 2006, the Club Mahindra Delhi office didn’t collect all our EMIs and I followed up with them to pay. The last EMI was collected in 2008 after I wrote an email to Mr. Anand Mahindra !! The above information is to provide context … Read more Why the constant followup, Mr. Mahindra ??
We reached Club Mahindra, Naldehra yesterday. It took us an hour and 45 minutes to do the 50 kms from Club Mahindra, Kandaghat. We came through Shimla and infact crossed Hotel Peterhof that we had stayed at in 2015. The traffic police was out in full force to manage the continuous stream of vehicles in … Read more A Tamilian from Coimbatore and the rolling hills of Naldehra
We are in Pune since Feb 28th and the fresh sugarcane juice that’s available in every nook and corner of this city is something that we both love. We try and drink atleast a cup of fresh juice everyday. As soon as we step out of the Airbnb that we are staying at, there is … Read more Listening – the first skill required for customer service
The day we checked-in I was fuming because someone told us to park the car in the basement and take the elevator to reach the lobby. Amma was with me and Krishnan was at the lobby. I got parking only on the 3rd basement. When Amma and I got out of the car and looked … Read more “Delight” delivered at Hyatt Regency, Lucknow
I was introduced to Indigo by Mandeep and Amrita, way back in 2008 when I was travelling every weekend to Bangalore as Krishnan was working from there. Before Indigo I was a huge fan of Jet Airways but around 2007 I started noticing small changes for the worse – the ticket counter folks would make … Read more No Go Indigo
Whoever was the speech writer for John F Kennedy, did a good job of pulling this quote of his together – Every crisis comes with an opportunity and the Chennai floods of 2015 came with an opportunity and this year’s ongoing rains also present an opportunity. The Chennai floods of 2015 caused untold misery – … Read more A Challenge for Wannabe leader Kamal
In the morning today, I got a call from Club Mahindra. The gentleman said he was calling from the Head Office. When I enquired what it was that he wanted to speak to Krishnan about, he said they have launched a great referral program and he wanted to explain its benefits. I told him that … Read more Customer Service – handling death
Yesterday, we took a Jet Airways flight to return to Chennai from Indore. It happened to be a hopping flight, so we were on the plane for nearly four hours. One of the crew members (probably the team leader) was the same person who was on the flight when we went to Indore. Things started … Read more Service recovery is possible!!
I have been part of the service industry all my life and service recovery is almost second nature to a service professional, because things WILL go wrong when human beings are involved. Services are offered by human beings and things do go wrong, however great the systems and processes are. We decided to visit Laos this … Read more Responsiveness has a new synonym