Among all Govt/semi Govt organizations I know, DMRC is among the most professionally managed ones. Below two incidents explains why I feel so. Its perhaps a lesson for many start-ups.
1st Incident : Sikandarpur Metro Station, Gurgaon
On my way to caching a metro for Delhi, I saw a strange thing, which is not actually strange if put in Indian context, see below image.
One fellow comes, Does what is forbidden and warned about, gives me a smile and goes away. I decided to take action, clicked a pictured and sent the below email to DMRC helpline.
.Got following Auto generated reply, was not expecting much action.
I forgot the incident and moved on, something strange happened after around 2 weeks, I got a call from Manager of Sikandarpur metro station, he politely explained what actions he has taken and wanted me to view the change, its indeed improved, see below:
Thanks Delhi Metro for taking care of your customers, Its indeed a big thing keeping in mind the number of commuters you handle on day to day basis.
2nd Incident- Guru Dronacharya Metro station:
See the below picture, it has became Guru Ronacharya, my office is next to the station and my colleague use to joke saying its Guru Ronacharya because DMRC knows all Rotlu guys work here. I knew DMRC will take action
And, this is what I did,
And results as expected
Thanks DMRC for being so nice and caring. I really feel proud of being a regular commuter.
Sunaina Shenoy
Asha, frankly i checked the comment section twice to actually verify if you were referring to my blog 🙂 I can’t thank you enough for your wonderful words of encouragement and appreciation.It means a lot & yes, I’m sure it’ll help me continue my writing..
Krishna Chandran
Thanks Girdharee Saran for posting this one. Few things that we can learn from these incidents. First even government companies are changing their perspective on customer service. Its that we are not taking initiatives as a responsible citizen to take note of this and appreciate the initiatives. Even recently I had a similar experience with BSNL. My internet wifi modem was not working and I had contacted BSNL Customer Support. Would you believe, just moments after raising my complaint, the customer service called me and helped me in setting up my wifi for the next two hours and that too on phone. I was amazed to see their kindness to solve my problem over phone because it was a Sunday!!! He said they are not working but still wanted to resolve my issues. Kudos to BSNL for that.
The next suggestion is for the entrepreneurs out here. Treat your customer like a king and you dont need any advertisement or marketing. The happiest customers are your marketing engine through word of mouth and social media, blogs etc.