Booking a cab with a renowned company, in order to avoid last minute issues is common these days. With the same thought in mind of avoiding last minute issues, Pradeep Chopra, Co-founder & CEO of Digital Vidya booked a cab for his wife and daughter who were going to a birthday party. He made a booking with Ola Cabs, which is a Mumbai based company and is considered to be one of the most popular Indian radio taxi service providers, by 11 AM for 5:15 PM departure.
At 4:50 PM, his wife called her saying that she received a call from Ola Cabs personnels about the cancellation of the cab due to unavailability. At this point when he was about to enter a meeting, he found himself in a situation of searching for more options rather than concentrating on his meeting and work.
While he was trying to find out other options, he received a message from Ola Cabs about the details of the driver of the cab. However, he soon realized after having a word with the driver that since the cab was 40 Kms away from his home, so it would be of no use. After putting a lot of efforts finding for other options, he realized that his 6 year old daughter will be missing the much awaited birthday party of her friend.
When he reached home, he listened to the complete experience of his wife about Ola Cab’s personnels and decided to leave a detailed review about his bad experience next day.
He dropped a tweet about his experience on services offered by Ola Cabs, which forced the company to respond immediately.
Following was the tweet made by him:
In response to the tweet, Ola Cabs replied with the following apology immediately and asked for the details of the order:
While sharing his order details, he clearly mentioned that nothing can be done to control the damage now.
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Ola Cabs mentioned that they will call him the next day and as per this commitment, Pradeep received a call from one of the Senior Customer Relationship Manager at Ola Cabs. The representative from the company listened the whole experience of Pradeep calmly and apologized once again. The representative also mentioned that he listened to the whole conversation which Pradeep’s wife had with Ola Cab’s personnels and without any defense apologized for the incorrect allotment of the cab. The representative assured that they will not let this experience repeat and will do something to make up for their mistake; however, it didn’t affect Pradeep as the party was already missed by his daughter.
After explaining the whole of the situation to the representative of the company he was bit relieved; however, did not change his mind about dropping a detailed review and his bad experience with Ola Cabs.
After the long hectic day and complete narration of his bad experience to the company representative, Pradeep went back home and was pleasantly surprised to know that his daughter was happy with the gift she received from Ola Cabs. It was a cake box and, carried the following message:
This message touched him and he finally decided to forgive Ola Cabs after seeing the smile on the face of his kid. And obviously he also dropped an idea of leaving a bad and detailed review about the company.
Hence, a frustrated client was successfully turned into a Brand Advocate for Ola Cabs.
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Learning:
- Immediate acknowledgment of the mistake gives relief to the frustrated client.
- A genuine apology from the company increases an opportunity of getting a second chance from the dissatisfied client.
- For winning the trust of a dissatisfied client, understanding of the damage caused is important.
- Creativity hitting the direct cause help in converting frustrated client into Brand Advocate.
