Before even you even step into our office, you would be first greeted by the chirping sound of love birds as they cheerfully twitter away in the spacious menagerie we’ve placed just outside. And while you are are seated waiting for our Property Advisor to attend to you (which we ensure is as short as possible), we’ve installed two large aquariums, for you to enjoy, each ten feet in length. One containing fresh water fish the other sea water creatures (which includes Sea Anemone, Eels and a hermit crab that keeps changing it’s shell). Oh, getting to watch these fish at feeding time is a marvel on it’s own.
At reception we’ve placed a 6 feet tall board with our customer care policy printed, which boldly proclaims that when you send us an email, we respond within 24 hours (note: it’s not the next working day, but 24 hours flat from any day of the week). We ensure not a single client’s b’day or anniversary goes unwished and each card is signed by one of the Directors at Vakil Housing. Infact some of our clients may have even experienced a personal greeting, when some of the Vakil Housing gang go down to the client’s office/home, holding a cake in one hand and a bouquet in the other, and while he/she cuts the cake we sing and try to make his/her day as special as possible.
At Vakil Housing we try really hard to create a ‘Wow’ experience for our customers. Hence, in a small way I can relate with Apple’s efforts to create an experience with their loyal customers who stood behind lines to purchase their very first iphone, as mentioned by Chanpory Rith here. Since, this took place not at their main flagship Apple Store, but at a smaller store within a mall, hence it must have been Apple’s policy to make customers as comfortable as possible at all their stores. Chanpory talks about getting free rounds of Starbucks Frappucino’s & cookies while waiting, Apple employees coming out and conducting quizes giving out Apple t-shirts as gifts as spot prizes. And then when they actually finally enter the store, Apple employees gather around them cheering and applauding them and finally as they leave the store a security officer escorts them to their car. A ‘Wow’ experience indeed!