Godrej Hi Care

Last week I was asked at home to sigm up for a pest control service for our home. I searched at the net and filed an enquiry for this at Godrej Hi Care web site since the range of services offered sounded very attractive. Very promptly someone from their call centre called up and asked for all my requirements and quoted a price. I agreed immediately and asked them to send someone and start the service immediatley. I was promised within 24 hours a local rep will come and complete the loop.
It has been more than 5 days now and no one has turned up. I have now gone for another vendor at a higher price since i am not sure if Godrej is capable of delivering the promised service or not!
This is how some big corporate service businesses are run with loads of overheads and no accountability. They must be losing so much of business every day like this and wasting their own marketing resources.

BIG BAZAAR Fatima Nagar, Pune: 12th Aug.2009

Following my experience at this store few weeks back I thought of revisiting the store during it's Shopping Kumbh event. I was there at around 12.00PM and I think it was Swine Flu which kept the consumers away though I was expecting a larger crowd.

To my surprise the Kunbh has started but the merchandise was not on the shelves and the staff was not fully geared to handle the crowd. It seems the staff was sort of not expecting consumer rush in the store due to Swine Flu.

I could only pick up 70% of my shopping list and to my surprise once again all the check out till were functional. There was this guy trying to seel some insurance to all the consumers billing more than Rs.250 but I must say he didn't his pitch very weel or he was too scared to delivered his sales pitch to the consumer due to Swine Flu fear.

Overall it was not a bad experience courtesy Swine Flu I can say.

BIG BAZAAR, FATIMA NAGAR, PUNE; SATURDAY 1st AUG.2009

This is my usual place for home shopping and also observes the latest in hyper market trends in retail. To avoid rush and also to check the store first thing in the morning I normally visit just it opens at 11.00 AM. Most of the occasions I have found that the store is in complete mess, staff is still not at work, only 1 or two check out till are operational and most importantly most items are not stacked on shelves.
Today, as I entered the store it was a very pleasant surprise to see the store very neat & clean, clean aisles, well stocked, staff in place and smiling. Normally I take some time in filing my trolley but today it was very quick and 100% of my shopping list was available. I move to the check out and to my surprise all the tills were manned and operational. I picked the one waiting for the customers and I was through within 5 minutes. It was truly world class experience. I just asked the cashier, Sarita; do you have a new store manager? She was amused and said “no”, what happened. I shared my experience with her and she was very pleased and proud to hear that. But she gave me a secret that probably due to forthcoming Independence Day sale we are not getting enough customers and that is why we are in this shape. I enquired the store manager details, Vikas Kulkarni and decided to see him and complement him on this effort.
I met Mr. Kulkarni and congratulated him on this experience of mine and wished him to maintain the same when I visit next.
I sincerely feel if all retailers make some effort to give such an experience to their consumers it will make a huge impact on their consumer loyalty.