I dedicate this blog to Asif and to CRM. Its not obsession that drives me to write another blog on CRM but an honest experience. I am not in the habit of walking around scrutinising every flaw with the world around us, I am only voicing my concern.
"My friends birthday is in the next 50 mins is there anything you guys do for birthdays. " I ask the waiter.
"Sorry Mam we don’t have birthday celebrations here" replied the waiter at the cash counter.
"Sorry mam we don’t do all that here."
"Sure mam I’ll tell the waiter to do that for you."
"Thank you, that would be nice."
"Its his birthday, why would I order my own birthday cake"
I was rather embarrassed now, the waiter was looking stupid himself and Asif was rolling with laughter.
"That is so cute of you Dhivs!" exclaims Asif to break the awkward silence. The now goofy waiter takes a cue and escapes.
For me it has been a place where I have bitched, gossiped, strategised, ideated, or simply procrastinated for hours. I have enjoyed my time with friends or in a company of a book at that place. And after last night I felt a little let down, after all I have been a loyal customer.
Coffee retailing has seen a stupendous growth in the last few years. Café coffee days, Baristas and qwiky’s have mushroomed in every street, it has been further accelerated with foreign players like Starbucks and Costa coffee threatening to enter the Indian market. Putting up a stiff fight requires deep pockets and in such a scenario its important that coffee houses not only provide value for money but also go beyond the expectation of their customer.
CRM is not just about making and keeping a customer (like I had published in my last blog) but it is also about going beyond the expectations of the customers and thus keeping all other competitors and substitues at bay.
I will still go back to Café coffee day and unwind and not let this incident sour my ties with them but in my head this place has lost its charm and I would also think that probably a Barista is a better option for the next birthday celebration.
And Happy birthday Asif have a smashing year ahead!