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.

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