This week we had organized an office party for someone in Mindtree in Global Village Technology Park, Mysore road and have arranged for 2 cakes of 1KG each – one pineapple & another Irish cofy , though the customer preferred a litchi and irish cofy cake. We worked with our partners JustBake to get some freebies for the 40 odd people who came through MeDine. They consented and provided for 40 coupon codes on the mobile numbers of customers so that they can account for . The customer picked up the cakes as well as the 40 free Turkish Sabels for the team but did not provide the 40 coupon codes. As the offer ended on Sep 30 and it was a special deal with JustBake-MeDine, we had no other option than to request the customer for providing us with relevant coupon codes before midnight. Customer was kind enough to pick up our call but then said she was home and could not give coupon codes.
At MeDine, our customer (you) comes first and hence we believe you should not get troubled even if it means a loss for miscommunication from our end. So we asked JustBake not to call the customer but then raise an invoice on us and we should be offsetting the loss they incurred without coupon codes. So for facilitating a cake order within an immediate time and coordinating with management of JustBake to ensure that the customer got freebies for 40 people as well as cakes on time, MeDine incurred Rs.1000 as customer service cost apart from the operational stuff. We sent out an email to the customer asking her to refer us (MeDine App) in case she liked what she has experienced through us. No, we are not cribbing over Rs.1000 loss and efforts but we are proud to uphold our tradition of “Next Gen. Customer Experience” – whatever it costs , wherever it takes us – our Customers come first and we hope we are in the right direction.
Question- What would you as a customer of MeDine have done ? Would you have referred us to others for these service levels or would you just give it a pass – yet another start up trying to wooo me and I deserve more than this ?