Don't keep quiet. Demand your due..
28th July 2013
Scene at Indira Gandhi International
Airport, Delhi
Time: 3.30 pm
During our transit time at the GMR created airport, we
dashed for a cup of coffee at a food court. The menu displayed ‘Espresso’- our
favourite since we first got the taste
of coffee. It had other offerings, as
well. For the sake of understanding, when I asked about their ingredients,
espresso had only coffee and hot water- no milk. So, we settled for ‘Coppuccino’.
@ Rs85 each cup, it turned out to be
a bad bargain, with a tasteless liquid.
We decided to complain the young man behind the billing desk. He had
a stock reply, “This is made by machine and nothing could be done about it”.
Not ready to give up, I told him
that he may try adjusting machine for a
better taste.
He took the cue and took back the
cups. This time the order was served in a proper tray (with tissue paper) and
the Coppuccino tasted very well.
Took the tissue paper.
Wrote, “Good coffee. THANKS. This
was as expected. Please keep it up.”
Finished our coffee, went to the
bill desk to personally deliver the appreciation note. Left the note with another man, now sitting
behind the cash register. He was amused to read the short note. I took time to
explain the incident that led to this and got to know that the concerned
billing guy was Anand. By that time, Anand returned back.
My note was handed over to him by his amused colleague.
I was leaving the counter and Anand
was all smiles, with some confident resolve reflecting on his face.
I was wondering. Had I kept quiet
and sipped the insipid liquid without a word of protest, we all would have been
losers.
A little, but effective communication
made it win-win situation….
