Pulak's Simple Secret

Participants enthusiasm to learn is the most important ingredient in a training session. Last week during POSH training program for senior executives, I was fortunate enough to get an enthusiastic and live wired group of participants. Any activity I gave, they wanted to get 1000 out of 100 and so to encourage their attitude towards learning I thought of giving them a surprise.

I figured that lunch would be the best time to make arrangements. I enquired with hotel staff and checked the availability of gift items or cakes etc. The answer was no. One of the staff members said, "Ma’am we can order cake from outside." I was happy and asked him to get it in my budget, but he found it limited.

With no options at hand, I went ahead and continued with the session. After almost 30 minutes someone wearing black uniform peeped from the door and requested me to come out. I saw a young boy holding a phone in his hands with hesitation waiting for me. I just raised my eyebrows and he said, " Ma’am can I order a cake for you on food app? and it’s in your budget." I was amazed and asked him to go ahead.

During evening tea break again this boy came and said, " Ma’am the cake was delivered but it was little spoiled from one side. I asked the company to replace it. Hope we will receive it in time."

He even went ahead and confirmed the delivery time and said he will wait, even though his duty got over at 4pm. The session continued, he was serving water to participants. Ensuring he was not disturbing anyone he said, " Ma’am I have to leave and I have kept cake in the fridge and informed the new shift person."

At the end of the session the cake came on time and it made participants day. We all had memorable time together.

I enquired about this smart and young boy his name is Pulak and working with Caspia Hotel, Delhi. He gave me a lesson that we all have technology at our figure tips and he used it to put a smile on humans face.

Truly remarkable customer service that goes beyond fixing bug or handing out discounts. It’s about leaving people with a positive memory of your business.

And that is how at the end, Pulak's simple secret of dedicated customer service is all that made the difference.