A couple of weeks ago, I wrote about a great customer experience at Third Wave Coffee. Today, I experienced a significantly better experience, both in terms of customer delight and upsell, at a place one least expects.

We were at Ramashray in Matunga for breakfast. The person serving us, Mahesh Agarwal, took time out to explain the genesis of the restaurant, how the product quality is consistent across the 3 hotels in the group in Mumbai, and how it has been ranked among the top 7 restaurants in Mumbai. He even went to the extent of getting us to taste sweet, which was so good that it immediately was ordered.

One seldom comes across such initiative, such knowledge, and such enterprise, especially in Udipi Restaurants.
It is a great job by the Restaurant owners that they get their employees to commit themselves to the Brand and promote the Brand and the Product.

Guess this is a lesson for corporations who take their employees and customers for granted.