My phone battery died last week, I was quite irritated since it hasn’t even been a year since I got this phone and it is already giving me problems. After a lot of complaint, I finally went to the service centre to get it repaired and I was even more irritated realizing that they might take about 4-5 days to make it work. All for a phone which is not even a year old!
It is quite hard to leave your phone behind that too in an era where our lives depend on it :P. Well I guess there was no way around but to leave my phone there and come back. While I was on my way out, the service centre fellow comes running to me and offers me a good looking smart phone and says – “Madam, sorry for the inconvenience, kindly use this replacement phone for the time being and we shall get back to you as soon as possible”.
I was quite surprised and pleasantly so. This was coming out of the blue, nowhere did I expect them to do something like this, it made me feel very important. I mean how hard was it for them to say that it is the company’s fault and they take time to repair it. I wouldn’t even have fought about it. Instead they do something like this. I found it sweet, I found it caring and above all I found myself feeling very important. There is no way I am going to curse a Sony service centre now!
It’s pretty impressive how the consumer market has changed, it gives me a feeling that people are getting back to the basics, trying to understand the basic human emotions and try to add value at each stage. It sure is a fantastic model for a service company, after all we are the most important people for them anyway :P.
I am not sure what it means, maybe those guys have been ordered by their bosses to do it, but it is pretty damn sweet that they have extended a business model to care. It feels damn good that atleast in some places we have moved beyond the 1+1=2 model and moved a little ahead where people matter :).
I guess it is an era of value addition where businesses have found a way to thrive and establish themselves, make their presence felt. Like flipkart delivering it to our houses and making a cancellation policy so easy, or adding an additional amount to the purchase wallet if there is an error from their end. I think all of them are moving toward one common thing – THE TRUST factor :).
It feels good to be in such a place, people seem a lot more responsible. I wonder if we can try and extend the same model of value addition to our relationships as well. A little more care, a little more trust, a little more freedom, a little more to see the other person happy and we in turn being happier. Food for thought indeed 🙂