After
subsidy in cooking gas was reduced to only 9 cylinders per year, everyone got
anxious about how the whole scheme would be managed. We booked a gas refill but
no one was at home when the delivery boy came and hence I got an SMS about
cancellation of the booking. HP Gas neither has a system of giving a cell phone
to delivery boys nor do they try a second time to reach out. The SMS confirmation
about expected delivery had mentioned that this was to be a subsidized
cylinder. The moment I got SMS about cancellation of booking, I became anxious.
Negative thoughts and suspicion came to my mind, because nothing was told about
the cancellation and I did not know its repercussions. So I immediately went to
their refill godown and enquired about the cancellation. The boys there were
really courteous and helpful – or maybe they understood my anxiety. They
explained that since the booking was cancelled in the system, it will not be counted
as a subsidized cylinder and I simply had to book a new refill. I booked again,
and this time also booking was cancelled because they came to deliver on the
same day of booking! I never expected such a prompt delivery! So I booked again
and next time we made sure there was someone at home all the time. Delivery was
done and I noticed that in the receipt they had mentioned “Subsidized cylinder#
= 1/9”. This was fair and all my anxiety and worry vanished in a moment.
I
think I was worried in the beginning because there was no clarity on policy and
process. How were subsidized cylinders going to be counted, what happens when a
booking is cancelled, etc, I was not informed about these aspects and even the
call center number which I had, had no option to allow me to talk to any of
their representatives. Clarity was lacking and hence in absence of
transparency, I was worried. The moment I saw a fair process where the computer
generated receipt had mentioned the subsidized cylinder count correctly, all my
worry vaporized. Information and transparency avoided my worries and pains…
This
stands true for a lot many aspects. If a business has transparent processes and
policies, customers are happy and satisfied. Customers will never even think of
quitting until they have clear knowledge and visibility of what would happen in
any particular scenario. But if there is a great organization with prompt
service but without clear policies, customers will never have the kind of trust
and confidence which needs to exist and customer satisfaction in that case will
remain lacking…
Knowledge
avoids pain for individuals and hence organizations should try their best to
make most information available. Until customers are happy, businesses are
happy.
-
Rahul
Note: Views are
personal and do not represent views of any organization associated with the
author. [Detailed disclaimer]
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