Customer Care

 Customer First

 

Reading Shantanu Naidu’s “I Came Upon a Lighthouse” and Harish Bhat’s “Jamsetji Tata” has been an enlightening journey, deepening my admiration for the Tata Group. Their unwavering commitment to excellence, values, and humanity is not just a corporate mantra but a legacy that inspires trust. My personal connection with the Tata Group—my first major transaction after retiring from RR—only strengthened my belief in their philosophy. They have shown us what it truly means to put people first, a lesson for businesses everywhere.

The essence of customer-centricity, which we’ve learned since college, is critical for any business to thrive. Yet many organizations, especially those enjoying monopolies, often ignore this principle, leading to their downfall. Over the years, I’ve encountered instances where outstanding customer care transformed ordinary interactions into unforgettable experiences, reminding me of the profound impact of thoughtful gestures.

During a visit to the Taj Palace Hotel, my wife and I arrived late due to unforeseen delays. Despite the late hour, the reception officer greeted us warmly and empathetically. He upgraded our room without any request, saying, “Sir, you must fully enjoy this property.” He even extended complimentary breakfast and a late checkout, knowing my wife wanted to relax while I was away at work. This small yet thoughtful act left us in awe of the Taj’s legendary hospitality.

Austria, a country not particularly renowned for its warmth and

hospitality offered me a delightful surprise during my stay at Hotel CH Luk in Vienna. When I requested toiletries like a dental and shaving kit, I was informed that they weren’t provided as per hotel policy. However, upon returning from a day exploring the city, I found full-sized kits neatly arranged in my room with a handwritten card that read, “With Love.” Such thoughtfulness shattered stereotypes and left an indelible impression.

Similarly, during a stay in Prague, the hotel initially declined my request for English breakfast tea and milk, as they weren’t standard offerings. To my surprise, later that evening, I found a tin of Sri Lankan tea and a packet of milk waiting for me with a heartfelt note, “You are always welcome in our hotel.” It’s these moments of unexpected kindness that elevate a guest’s experience.

In Budapest, I faced discomfort due to a smoky odor filtering through the AC vent. When I reported it, the hotel swiftly resolved the issue by relocating me to a newly built apartment nearby, complete with better amenities. Their proactive and considerate approach transformed a potential complaint into a moment of gratitude.

Even in 2015, while staying at the Golden Hotel in Hanoi during the sweltering summer, the air conditioning failed. Though the issue was promptly fixed, the hotel went above and beyond by arranging a complimentary airport drop, saving us $50. Later, when I contacted them about a missing T-shirt, they located it in their laundry and couriered it to my home in India. Such gestures of care resonate deeply and build lifelong goodwill.

These experiences underscore the immense value of exceptional customer care. They turn inconveniences into cherished memories and transform customers into loyal ambassadors.

Contrast this with my experience with Kia Seltos. Within five months of purchase, the car’s battery failed. While it was eventually replaced, the process involved needless arguments. Later, I discovered a fine crack in the windshield, clearly a manufacturing defect. The dealer’s reluctance to take full responsibility led to protracted negotiations, and they agreed to bear only 70% of the repair cost. Such indifferent attitudes erode trust and loyalty, driving customers away.

#CustomerFirst #TataGroup #BusinessValues #CustomerCareMatters #CustomerExperience #HospitalityExcellence #TajHotels #GlobalHospitality #CustomerCentricity #MemorableMoments #BusinessLeadership #ServiceWithCare #EthicalBusiness #CustomerDelight #BrandReputation #ValueDrivenBusiness #RespectForCustomers #PositiveExperience #BusinessTrust #LoyaltyMatters #KiaSeltos #CustomerServiceFailure #AutomobileIndustry #BrandAccountability #CarOwnershipExperience #CustomerLoyalty #BetterServiceNeeded #ConsumerVoice

 

Nature and Business

 Nature or Business: Who Comes First?

This question often stirs my mind, especially when I see trees, flora, and fauna sacrificed in the name of development. While progress is inevitable and essential for human advancement, the true test lies in harmonizing development with preserving nature’s wealth.

My first encounter with this delicate balance was in 1988 during a career interview at West Coast Paper Mill, Dandeli. Nestled in a dense forest, the factory premises were almost invisible amidst the greenery. The atmosphere resembled a well-maintained resort. I vividly remember savoring hot dosas in their canteen, the aroma so enticing that it tempted one to eat beyond appetite.

Years later, in 1994, I observed something similar at Century Rayon and Amar Dye Chem near Kalyan. While working at Amar Dye Chem, I once had a heated argument with Century's CFO over trees drying up due to chemical fumes. Fortunately, their Director of Finance stepped in, and we collaborated on a plan to save the trees.

Fast forward to 1997–2000, when I witnessed a remarkable transformation at Reliance Industries

(RIL) world’s largest grassroots refinery. A barren wasteland became an oasis of orchards. Mukesh Ambani, known for creating the extraordinary, developed the world’s largest mango orchard alongside other fruits. Years later, in 2006, I found Reliance Kesar mangoes at Harrods in London, a testament to this visionary project. Today, his younger son, Anant Ambani, carries the legacy forward with Van Tara, the world’s largest animal shelter within the refinery premises, rehabilitating injured animals.

Long before these examples, Tata had already set a precedent by creating the world-famous Jamshedpur Township in the 1930s. Globally, cities like Singapore and India’s Chandigarh demonstrate that development can coexist with lush greenery and sustainable planning.

Recently, I visited the Siswan Dam near Chandigarh. The government has maintained the area's natural beauty, restricting development while encouraging people to enjoy the wildlife and flora. A small restaurant has been permitted, but only to respect and preserve nature—a brilliant balance of utility and conservation.

This brings me back to the question: does development always come at a cost? My answer is a resolute no. With vision and commitment, development can preserve and even enhance nature. Let’s strive for this harmony.

#Nature #Business #Development #Sustainability #Progress #WestCoastPaperMill #Dandeli #CenturyRayon #AmarDyeChem #Kalyan #RelianceIndustries #MukeshAmbani #AnantAmbani #VanTara #MangoOrchards #Harrods #Tata #Jamshedpur #Singapore #Chandigarh #SiswanDam #Wildlife #Conservation #Harmony

 

Lohri Festival

 🌟 Happy Lohri! 🌟

Back in 2000, I arrived in Chandigarh to execute the Reliance Telecom Project, and what began as a professional venture has turned into a 24-year-long love affair with the vibrant Punjabi culture. Over the years, I’ve embraced every tradition and celebration, soaking in the unmatched warmth of this land and its people.

Among the many festivals that define Punjab’s rich heritage, Lohri holds a special place. It marks the end of the chilly winter and the joyous arrival of longer days and the harvest season. It’s a time to celebrate the bounty of nature—wheat, sugarcane, mustard, and more—as farmers rejoice in the fruits of their labor.

What makes Lohri even more special is its connection to new beginnings. Newlyweds and parents of newborns celebrate this festival with added fervor, seeking blessings from the divine for a prosperous and joyful life ahead. The bonfires burn brighter with their dreams and prayers, filling the air with hope and happiness.

The festival comes alive with the crackling warmth of bonfires, spirited dances, and the sweet aroma of rewaris, gajak, and groundnuts being shared. Lohri isn’t just a celebration; it’s a heartfelt expression of gratitude to nature for prosperity and a hopeful prayer for an even brighter future.

This Lohri, as the flames rise high, let’s celebrate resilience, togetherness, and the blessings of abundance. Here’s to new beginnings, bountiful harvests, and endless joy.

Happy Lohri to all! 🙏✨