How to Win a Customer, How to Lose a Customer
This story is about how people do business. There is customer service and there is customer delight. And there is the yawning gap between the two. Since I toy around with all that market-speak for most of my professional work hours, I have a passable understanding of it. But it was enlightening to see them in action, in the space of a single evening. Okay, the story starts with me hurrying around Bangalore East with a largish pair of butterfly wings …yes, you read right, butterfly wings….in my hands. Don’t ask me for the backstory; suffice it to say, it’s got something to do with a kiddies fancy dress competition and my daughter wanting to be Mariposa, that Ms-Goody-Two-Shoes fairy from Barbie Land. The wings were diaphanous, purple-colored and liberally sprinkled with glitter. Where did I get them? To my utter, incredulous wonder, there is a whole shop near Ulsoor Police Station solely devoted to fancy dress costumes for kids. And he had a rack full of wings to choose from. When I pic...