Mar 13, 2007 03:17 PM
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There is a common English saying - “There are no free lunches in this world!” But I realized that there could be some free dinners sometimes!
It all started on Saturday. At office, we decided to try out the new Pizza Hut menu. The alluring leaflets, with discount coupons, dropped at my place were added incentive.
However, what started off as a routine ‘order placement’ call, some five minutes later, metamorphosised into a full-fledged verbal duel. The reason being - their adamant refusal at delivering to our office, as it was beyond their ’service area of four kilometers’. Now Pizza Hut outlet is very near my place so I was hundred percent sure that our office falls within their stipulated four kilometer radius; 3.8 kms, to be very precise- or probably lesser, as the outlet is some 500-700 meters away from my home.In any case, I argued, even if it wasnt within four kms, there is no reason why they cannot still service a kilometer or two extra, if the client is willing not to be bound by their time-frame clause. It’s not as if there is a ‘laxman rekha’ beyond which if Pizza Hut scooters cross, they’d be abducted by some horrifiying Ravans! But all my arguments fell on deaf ears. When the person on the other end(the shift manager) stopped harping on the four-kilometer clause, he started to give wishy washy arguments on how the area where we were didnt fall within ’serviceable’ limit. Now, I really blew my fuse. Agreed, we fall within that area, but our office - a landmark on its own - is right at the edge, on the main road, and accessible through wide open roads(as wide as they can be in Agra!).
The heat in the arguments from both ends rose to a palpable limit, with lots of strong words deployed, till the time I banged the phone down, in anger and disgust. In the same stroke, I went to Pizza Hut’s website and registered a complaint, mentally swearing off Pizza Hut for lifetime(though, honestly, my stomach and taste buds grumbled their protests - I really like their pizzas, however un-Italian they be!)
Two hours later, when I was quite cooled down, and had been satiated with a heavy lunch from their rival Dominoe’s Pizza, I received a call from Pizza Hut. It was their Asst. Manager - and in a meek voice he apologized for all that had happened. We spoke for some twenty minutes, in which he must have used the word ’sorry’ some twenty thousand times. He offered to rectify the error and send the order away immediately. But I politely declined, as I was already full - and moreover, on my way to Delhi. He also requested me to visit their outlet sometime, and I vaguely agreed.
I had totally forgotten about the incident by the time I returned from my short but extremely relaxing weekend. Amidst a pile load of work, I received yet another call from Pizza Hut - this time, from their Manager. Once again, there were several rounds of apologies and he insisted that I visit their outlet - anytime convenient. Since he was quite pressing, and since I like Pizza Hut pizzas, and since I live alone and don’t mind a dinner out sometimes, I agreed!
At the designated hour, I reached their outlet. From the moment I entered their restaurant till the time I left, it was an evening befitting a royalty. The manager was there to apologise( we had a drink together), the shift manager(with whom I had the argument) did the same, and the waiters were all on call at the slightest turn of my head! After a delightful meal(their new Indian Menu is simply outstanding!), when I asked for the bill, they refused the same. ‘It’s complimentary from our side!’ they gushed.
Whether it was the slight intoxication of the smooth Forster, or the luxury of having being served with such impeccable finesse, or the sheer respect for someone who has apologized enough( I am in sales, and have met enough rude customers to know!), or the effect of the aroma-rich, tasteful food, whatever it was at that time I was ready to do anything they asked for - and that was(as the shift manager meekly, hesitatingly and fearfully requested for) a mail to state that I had enjoyed the evening(which I understood was an euphemism to say that I no longer bore a grudge against them).
I am not entirely unfamiliar with the service standards offered by various organisations. But after yesterday, Pizza Hut’s service quality stands heads and shoulders above many of the bests! To say I am impressed with their service is an understatement! It is way beyond that. And now I have resolved to always be their loyal customer(and my stomach and taste buds gurgle in delight!)
