This blog is our space to write about our thoughts, views and notes about our travels. Osho owned 90 Rolls Royces while being a Sanyasi …. The so-felt contradiction is very fascinating and hence the name !
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
I have a serious question for Mr. Anand Mahindra, a man I deeply admire and look upto for his business acumen and integrity. Mr. Mahindra might not remember but I asked him the same question 10 years back on email since at that time I didn’t blog and Twitter had not arrived ! The question … Read more
Many times, people assume that great customer service will keep customers happy and focus all their time in training their customer service executives. Yes, the customer service team faces the customer so they need to be well trained and can make a mess of the customer interaction or really delight the customer. But the real … Read more
The other day we had gone to buy groceries from one of the ‘Fresh’ outlets(of the Heitage group) in Chennai, located in Pallikaranai. We were there by about 8.30 am. Within few minutes of being inside, we started feeling stuffy and looked around to see if the air conditioners were switched on. They were not. … Read more
I am expecting “a” manager to call me back anytime now … That is, if the process works in ICICI Prudential life Insurance company. For the past several months, I have been getting these innocuous loving “service calls” from ICICI Prudential wanting to service my existing policy. When I ask them what service will they … Read more
Please see this picture and you will recognize Krishnan in the Wharton T.Shirt. The other person that you may not recognize is Sanjeev and he works at the Hotel Grand View, Dalhousie. Sanjeev redefined service for us. He was always available and went way over and above expectations. As soon as the luggage was … Read more
Today I felt really sad and very foolish for being a customer in India. In the afternoon, while I was talking to Kumarika wishing her on her birthday, I happened to lookup at the bookshelf and saw that it was about to topple over ! I panicked and Krishnan and I quickly removed the books … Read more
We think we are rational beings and that we can’t be fooled easily .. Wrong. Our trickster mind fools us all the time. Here’s an interesting personal incident. We got both our cars serviced recently a week apart. The Toyota service centre was classy as always, people were available when we reached, but the person … Read more
