Off late, we have started seeing people calling us without knowing anything about us but hearing about somewhere based on what their friends told them. Mostly these calls were for restaurant directions or for placing phone orders. In 2 cases it was about what’s good to eat where (which dish to eat where in their neighborhood) . MeDine is not really about facilitating transactions but here we really believe that we can drive a great consumer experience. In the same spirit, we did the following though we do not gain anything directly except goodwill and the happiness of helping people.
1. We directed someone to a non MeDine partner restaurant just because we realized that the dish he wants is good elsewhere and not in any MeDine partner restaurants.
2. In 2nd case, someone’s wife wanted an authentic South Indian dosa and we directed them to go to Vasudev Adigas or A2B as none of our partner restaurants really serve authentic South Indian dosa. Srinathji’s was a good option in our network but then it was a bit far off fro the consumer’s place , hence we did not bother to push him there. The happiness part is when this customer asked us what we gain by sending to a non-MeDine partner and we said the feeling of doing something right and the smile on your face if we can get it 🙂
3. We have so far taken complete ownership and delivery of following orders for people who called us in though we do not cater to phjone ordering or home delivery. It’s just that we want to make sure we do our bit for that great consumer experience:
In Beijing Bites- Embassy Golf links, we took Dry Gobi Manchurian.
In Faasos – CV Raman Nagar, we took a Chicken Buna Maha and a
Chicken Mayo order
In Meghana Foods- Marathahalli , we did few orders which included
Chilly Chicken, Chicken Biryani1,Paneer Butter Masala ,Roti etc.
In Five Star Chicken – Yelahanka, we took a Crunchy chicken (leg piecs) – 4 order.
In Faasos – HSR Layout, we took a Veg salad wrap (wheat)
& a Mushroom tikka (wheat), meal for 2 wraps..
In Legacy of Punjab, Richmond road, we took a home delivery and ensured 30 mins delivery time for items – dal fry, rajma masala, butter tandoori roti, steam rice..
In Baskin & Robbins Frazer town, we took a 20 ml butterscotch also but found out that the outlet was closed for renovation. Hence, we directed to the next nearest ice cream shop.
In all the home deliveries we used our technology platform as well as telephones to ensure (to whatever extent we can push for) that consumers got serviced in time.
Most of them did not even realize that we do not cater to what they were asking for but then we see it as a chance to build trust, relationships and demonstrate what a great consumer experience could be..in our own little way of course..
Towards that great customer experience!