I ordered a phone through Flipkart, which was supposed to get delivered yesterday.
At 2:30 PM, I received an email suggesting that the delivery will be dealyed by a day due to logistics constraints. I was furious and wanted to speak to the customer care executive. Spoke to them around 3:30 and pitched in my issue and the reason I wanted the delivery on the same day. He carefully listened and assured me he will try his best to get the phone delivered the same day
At 4PM, I received a notification that my parcel is out for delivery and received the contact details. I was satisfied. By 6PM, I called the delivery agent where I was told that the phone will be delivered by 8PM. Again, satisfied. At 8:30 PM, as per the general Indian family time, I again called the delivery executive, where he told, “Bina delivery kare ghar nahi jaaunga, sir, tension naa lo” (Be rest assured, I will not go home without delivering the phone).
(The Story Starts from here!)
By 10 PM, no one had come, giving it a thought on a humanity basis, I decided not to call the person and let the delivery happen tomorrow. At 10:15 PM, I recieved a notification for admitting the delievry person on the building management app. I was surprised. The phone rang and the delivery agent asked me if he can come to my place and get the phone delivered as it was late in the night. I instantly said, “aa jaao bhaiya” (Come On, no issues). I saw a sense of tiredness on his face due to workload and seeing the time, I handed him a tetra pack of Buttermilk. His face glittered up and folded his hands thanking me.
My problem or the issues, vanished seeing his happy face.
In a city like Bombay, he delivered the consignment at 10:15PM, just imagine when will he reach his place? When will he have his dinner? When will he be with his family?
Two things –
(a) Empathy is the upmost priority and humanity is all what matters
(b) An Indian company like Flipkart is taking horns with a global giant. It is all possible because of dedicated employees like these. I am sure, India is going in the right direction.
PS – I forgot to ask his name and take a photo with him