Where is My Ketchup

8/2/2019 Where is My Ketchup

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How to Give and Receive Exceptional Customer Service


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Vishal Kadu

Kiran More

Videha Pathre

Amit Shirali

Chetan Thakare


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Title:Where Is My Ketchup

Publisher: Embassy Books

Author:Cyrus M Gonda, Kalim khan


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Ketchup- an incident which makes or breaks acustomer forever.

Message- A satisfied customer is the best strategy ofall.

Taking the reader into wonderfully narrated storyfilled with examples.

The authors deliver a great message and learningexperience for any organization large or small, as tohow to deliver world class service, retain customersand develop brand loyalty.


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Story revolves around a group whichdiscusses the ketchups in their lives.

Protagonist Apurva wants a new caterer forhis office.


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Rajeev takes Apurva to this restaurantopened just 6 months back.

Smart valet in sparkling uniform.

Nice dcor, nice menu card, great ambiencewith music, yummy food.

Owner- Mr. Chavan.


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Apurva with his friends goes to a new restaurantopened near their college.

Nice dcor, nice music.

Sorry madam, we dont serve tomato ketchupwith biryani.

Will cost Rs. 5 in the bill.

Manager is rude, unresponsive and sick.


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A couple goes to a resort in Alibaug for NewYears Eve.

Wish to dial a Mumbai number. Operatorinstructs them to dial 022 before the number.

Go for dinner and find the chapaties hardand cold.


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If we start making and serving fresh hotchapaties to everyone in the line, who isgoing to eat these? You expect me to throwthem away?

Next morning the couple is charged national

rates for local calls and forced to pay up.

The manager treats them rudely andthreatens them with security guards.


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Restaurant inside ISKCON complex.

Cold food replaced instantly.

Juice instead of water.

Staff is polite and listens to instructions

carefully.

Happy smiling customers.


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Rude owners who dont even listen to simplecustomer queries.

Elderly people not given priority.

Dont even take money in advance.

Plastic bags given only above certain salevalue.


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Dont realize value of customers time.

Demand exact change from the customer.

Our policy is fixed. We dont sell bags. Wesell macaroons.

Mess up a good product with such lousyservice.


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Amazing range and excellent quality ofproducts.

Cheerful guy behind the counter.

Generous helpings for tasting the products.

No targeting, segmenting or discriminating.


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Staff knowledgeable about the ingredients andfinal products.

Reserve stuff on request, even accept anychange before the customer leaves shop.

Plastic bags given as needed.

I am with the customer right till the momentmy products reach his place.


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Indifferent to simple customer requests e.g.blank paper.

Asked unnecessary questions although fullinformation was taken during reservation.

Asked preference and then replied, Im sorrysir, we are out of Non-Veg. Can I serve youthe Veg option?


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On realizing the customer was from Press,was served Non-Veg, which was reserved for

emergencies, in a jiffy.

Callous communication, technical snags,rude on-ground and flight crew.

Airlines should recruit people friendlypeople.


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Emirates gives royal treatment even whileserving water.

Asia Airlines replaced a customers spoiled shirt.

Last row removed entirely because of onecustomer complaint.

Values employee convenience and shows care,commitment and concern.


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Broken glass left unattended, messywashrooms, first-aid neglected.

Indifferent, careless staff with lack ofcommunication prevalent.

Refused to accept returned toy even afterproclaiming to accept returns.

Staff sent to Customer Relations TrainingProgramme.


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Specialty toy store in London.

Polite and knowledgeable salesperson. Customer grievance responded immediately

with a customized letter.

Toy replaced with a personal handwrittenapology letter, gift voucher and courier chargesreimbursed.


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Enquired about the tastes, preferences,cultural mix of the staff.

Regularly visited premised, hand-pickedsupervisors, took feedback and implementedit.

Food never fell short.

Special menu served for festivals.


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Courteous staff with clean uniforms.

Kept cafeteria spic and span.

Chinese sauces, salt, pepper promptlyprovided.

Menu decided well in advance.


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Guests welcomed wholeheartedly.

Meal served hot even 30 minutes afterscheduled close of lunch time.

Treated office cafeteria as if it was their ownplace.

Good food, rest and relaxation.


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Qualifications are good, experience is greatbut Attitude is vital and best of all.

Black dot (1% extra) distinguishes and setsapart any product or service and reputation.

Entry in business comes through the meal butsustenance comes through the ketchup.


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Customer will change service provider when P (Paindue to Continuing) is greater than C (Cost ofChanging).

With all the resources in the world, if the attitude isnot correctly tuned, it is as good as having noresources at all.

It is human tendency to focus on negativeexperiences.

Branding is all about the level of customer serviceprovided.


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Select the right, friendly, helpful, smiling andpeople people.

Give them necessary training. Empower and motivate them.

Dont be short-staffed at any point of time.

Single clear objective: satisfy and delight thecustomer.


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Where is My Ketchup

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