There is this grand sweet shop near my house. Earlier they were in one place in the city, but now they have opened shop in many places within Chennai. All the shops are imposing. Neat and clean. They are famous for their sweets and savories.
The other day, I was in a hurry and I went inside this shop and ordered for 1/2 kg. of Kaju Kathli. The customer executive asked the supervisor whether they have received in the stocks just arrived. The supervisor asked him to give from the shelf. I knew something was amiss but my brain didn't work that fast. 1/2 kg. of KK costs around Rs.400.
When I reached home I found to my dismay that the sweets were nearing shelf life and not that good. Sweets are among the items having the shortest shelf life.
The next day I went to this shop for lunch (this is their add-on) and pointed out to them that they had palmed off not so good sweets to me the earlier evening.
"Do you have the bill? Have you brought the sweets?" the supervisor questioned. We will replace. I told her "No, not right here. But I can bring and show you".
I had to go back to this shop the same evening for some other purchase and I gave them part of the KK and the bill. While going back, after paying my bill, I casually pointed out to them the returned item.
The supervisor after some hesitation asked her service executive to give me 1/4 kg. of KK.
They just missed out the "Wow" factor in customer service.
Bottomline: SMALL THINGS MAKE A BIG DIFFERENCE.
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