Free gifts we all love but at times that’s not we want. We would be happy for a service even if charged but free is not we want always. Last week I shared an amazing
customer service experience that was provided by the Indane Gas Agency but today I have a different story.
Getting a new gas connection is not easy but I got all the documentations ready without doing any under the table operations. Saturday being a break from work was the right time to get my new connection. My documentations were all proper and after 10 minutes of more waiting I was asked to sign at 3 places. I paid them the fee and I was provided with all the necessary items. The first thing I was handed was a smart free gift. Stationery kit from Reynolds. I had a big smile as I am crazy about stationery. I wanted to open and see but I had some other things to hold. I was given a quick demo and one more surprise gift.
Indane: Sir, can you please call an autorikshaw.
Indane: Do you have a car to carry the cylinder and the gas burner?
PN: What? Do I need to carry all this? I have a bike boss.
Indane: Sir, we don’t do it. It is a new connection so you have to take it on your own.
PN: Please manage it; I am ready to pay the guy who does it. It won’t be easy for me to do as I have come alone.
Indane: Sorry Sir.
I had to get an autorikshaw and rest you would understand what went after that.
The free gift I got was very likeable but does it have any relation to the primary item, NO. A tooth brush free with a paste makes sense but a pen set makes me think twice. The point here is what extra effort Indane is taking to make its customers happy. A customer before me had the same complain. Why Indane can’t give the service? We are not asking for free.
Or do businesses really care a damn and think that poor customers really don’t have a choice.
Do you think we have a choice or are we happy with free gifts that don’t solve a purpose unless Indane is trying to make the country literate?