Falafel’s, you did it right.

By Sushrut Munje on September 17, 2013 17 Comments / 1492 views

It all started with me spotting a delicious-looking Facebook post by Falafel’s showcasing one of their menu items, which I commented on.

I received no reply and it slipped out of my mind in a while. 3 hours later, a Falafel’s representative hops in with a sweet note and the appetizing gift nicely wrapped!

Why am I a delighted customer?

It was just an innocent comment and yet they dropped by my office with a gift in a matter of 3 hours.

They don’t provide delivery services yet they went out of the way this time. As a result, I got to try the amazing banana + chocolate + nuts combination and will always opt for Falafel’s if I’m in the area. Might not have done the same even if they had replied with a warm comment.

Love to Falafel’s and some more.

Comments

Sushrut Munje

17 Comments

asha chaudhry September 17, 2013, 12:03 pm

I SIMPLY LOVE THIS SUSHRUT!!!!

thanks for sharing. this is the perfect example innovative personalised customer service. in today’s world of social media JUST ONE PLEASANTLY SURPRISED CUSTOMER like you will now give them thousands of eyeballs. because i’m going to share this across social media as well 🙂

they are on their way to build a great brand. pls tell me their “product” was just as awesome!!!
Sushrut Munje September 17, 2013, 12:25 pm

Woohoo! Yes it was! 😀 So darn delicious!
Alok Rodinhood Kejriwal September 17, 2013, 1:04 pm

love it!
Neeraj B Bhai September 17, 2013, 1:21 pm

This is what enchantment is all about!
A Small Act
Makes a Big Impact!
Aravind Gogineni September 17, 2013, 3:50 pm

Who wouldn’t have been delighted???…that’s amazing…”i’m more than just loving it”
Khushal Kapoor September 17, 2013, 4:50 pm

Falafels didnt just win 1 delighted customer, but over 6,000 prospective customers with this small act.
shashank dixit September 18, 2013, 8:30 am

Nice …!! but how did they got your address and location ??
Sushrut Munje September 18, 2013, 8:36 am

hahaha wow! 1700+ views already. This is the magic of customer service 🙂
Sushrut Munje September 18, 2013, 8:37 am

They must have checked out my FB profile, which states I run a startup. On the startup’s website, we have the address 🙂
shashank dixit September 18, 2013, 8:51 am

Thats cool !! thats actually taking a chance….but they won the heart …cheers !!
Sushrut Munje September 18, 2013, 8:52 am

haha yes. Bingo! 🙂
Rupesh Agarwal September 19, 2013, 5:43 am

Awesome!!!!
Spencer Waldron October 27, 2013, 11:51 am

Very nice story. a true case of delighting the customer v satisfying the customer 🙂
Abdul Wahid Khan October 27, 2013, 1:40 pm

Sushrut, I was just wondering how they got your address? from Facebook profile or how?
Sushrut Munje October 27, 2013, 2:09 pm

They must have checked out my FB profile, which states I run a startup. On the startup’s website, we have the address.
Sushrut Munje February 24, 2014, 5:34 am

I didn’t because they don’t deliver and I don’t frequent the places where they have their outlets. However, the blog post I wrote got them decent business 🙂 https://www.socialsamosa.com/2013/09/social-media-case-study-falafels-use-social-media-delight-fan/
Sushrut Munje February 24, 2014, 5:37 am

Thanks, Spencer!