Customer service is evolving in the social medium. Everyone wants to do it via social media. Today even Airtel responds to tweets quickly but is the offline service dead? No and probably it won’t! However, “Dum A Dum“, a food joint in Pune surprised me with the good old way of customer service and being upfront on accepting a mistake that was done.
My love with non-veg specially Tandoori Chicken, Mutton Biryani and Kebabs is as old as my age. So once in a while when we have reasons to celebrate in our startup then my first choice has always been Dum A Dum. Tandoori Chicken have never felt so good before.
So after getting the nod for party, I thought of picking up my regular food from the joint as it is walking distance from my flat. My food was already ordered but I had to still wait. After 30 minutes when I receive the food, the guy at the cashier starts arguing with me on the food. I had ordered X dish and the fellow was convincing me that I had ordered Y. So after some argument I took what ever was there since it was getting late and the dish I had ordered was not available too.
Back home, I got my drink ready and started chewing the tender chicken but the moment I did that it started giving me charcoal flavor So the small party turned out to be a party spoiler. I couldn’t stop my self and I added a negative feedback for Dum A Dum at Zomato. In fact my negative review was just siting right above my positive review that I had given to the food joint a month ago for the quality of food and service.
A day passed, I was busy in my startup life and while I was about to have my dinner the following night, I received a call from an unknown number. The guy at the other end was the owner of Dum A Dum and was standing outside my old flat. So after 15 minutes the guy landed at my current address and the first word was,
“Your feedback was genuine and the quality of Tandoori Chicken has gone down because our regular chef is on leave. We also try to educate our employees but I am failing. As a startup we are still learning.”
I couldn’t say much the moment I heard the word startup. For the next 10 minutes he had one word “Sorry” and he meant it. I couldn’t say anything before his genuine apology and before leaving he handed me Makrana Kebab so that I could enjoy with my dinner. I enjoyed it 🙂
I again brought Tandoori Chicken last night to have it with my drink.
What I liked about the owner was that he accepted my feedback as he knew I was not blasting without any reason. We all make mistakes but if we show a bit of courage by accepting the genuine ones then nothing like it. The owner did that and I respect that. So in today’s world of tweets, the age old way of customer service still works. At least works for me but doesn’t mean that tweets don’t 😉