It was a cool day as usual in Bangalore and around 9.45 pm on Fri 20th June that this SMS brought a smile on my face. It has been over a week since we launched an updated version of MeDine with few cool features and saw one of them taking off nicely with users.
However, there is this one feature through which a consumer can ask for restaurant/dish recommendations by clicking a button to call him/her back and we were not too sure about its usage.
(not too prominent and a user needs to really search for it). We got this first consumer query on the same that Friday.
Our service team called up and took the consumer’s request – A couple wants a particular fish delicacy and needed a restaurant recommendation on the same. It was specific to Bangalore , Koramangala area and that service caller being from Delhi could not really assist through our systems and the call had to be taken by me as no one was around at that time. I did call up the consumer and gave directions and recommendation on the restaurant (Parika Sea Food in HSR Layout) and the specific Fish dish that our consumer had requested for was conveyed to Parika manager in HSR. We chased both the restaurant and the consumer till 11 PM but the consumer did not turn up. We get an SMS from him that he was not going to the suggested restaurant at that time but something closer by and will do this on the next day.
We forgot about it until 2.30 PM the next day (21st June) when we receive this SMS from our consumer saying that he did visit Parika , had that fish delicacy and was happy about our recommendation.
As anybody else, we were happy that we could make one more consumer as happy as our powers define and then he calls me up in few mins and tells me that he found the restaurant was not too keen on the consumer using our app (when the waiters & manager was there) and we should stop recommending this restaurant as they were not really positive about MeDine. Our consumer said that he specifically mentioned to them that he came based on our recommendation of where to eat his preferred dish & yet elicited no great response.
We thanked him so much for his good words and the effort to call us back with details though the restaurant issue troubled us. What did we gain – One more loyal MeDine user – that’s all we are concerned about – how do we drive a better possibility of making him/her happy ?
We could not help being happy as our consumer associated himself with us more than anything and saying if not for you guys, would not have gone there but they were so unkind as to not even recommend you back or acknowledge your contribution.
Talk about #BloodForconsumer and true happiness derived out of helping someone choose what they need through MeDine! Yes, on the restaurant end, our account management has lot of work to do..