Customer Delight

The online experience definitely is making one go away from the touch and feel experience we have experienced from the various commerce. One business that cannot completely have a revamp is the hotel/cuisine business. You can order the food and eat home but hey most of the time you don't want to miss the experience and the ambiance/whole ecosystem experience that you get while you are at the restaurant. This weekend I was at Mainland China Hyderabad. I was truly amazed with their customer pleasing skills. My folks were not sure of the order ( I was sure of my cocktail), to add to their complexity my preferred Veg style threw them another challenge of not very well known order. The steward came to their rescue( I outsourced the menu handling skills to the rest of folks while I continued to be lost sipping my Tom Collins). As I worked through my TC, my first round of ammunition showed up, it was spicy for my 3 year old and observing our state, the steward got us a bowl of butter fried noodles and my son loved it. Now, our whole experience could have been down the drain if my son was to starve. The 80 was my Son and his bon apetite - so the rest of the 20 - who ate more than 80% of the ordered food could have had a great experience. As our hunger kept us going, we landed in main course and to my delight - there was some great smelling veggy food. I just mentioned the guys about my brother's b'day and there was a small make-shift music band with a small cake- singing happy bday and presenting a small toy of main land china ( to the b'day boy). My son was happy to see the toy and boom there appeared another toy on the table. Now is this a big deal - well if you ask me - Oh Yeah- it is a big deal - the Main Land China guys delighted every one in the family now that cannot be coincidence- they very well know the art of enchantment. Good show boys and oh yeah, brother- happy birth day.