# 040 Quality is in converting customer complaints into customer delight

During the audit of an organisation in Bommasandra Bangalore on 3.6.2013 the client took us to A2B which had opened its outlet just the day before. The waiter informed that the curd is on the way when  asked for curd as part of the plate meals. The curd didn't come till we finished the lunch !

When complained, the Manager was profusely apologising but said that they are yet to settle down since the outlet is newly opened and this kind of teething problems are bound to occur. But he cut a sorry figure when we pointed out that he could have offered readily available "curd rice" in place of 'curd & rice'. Further we suggested that he could have offered discount on the bill which he said is NOT i his hands since bill has been prepared already. A classic example of a system which is not planned effectively and could not have provisions to reverse or change the bills once made ie take action to appropriately respond to complaints if not completely avoid complaints. A missed opportunity to convert complaining customer into a satisfied or even delighted customer by offering extra or alternative something.