Asking apology from someone for the inconvenience caused is a small
step to resolve an issue going out of control but people are reluctant
to do it. Some feel seeking apology as an insult to them but they forget
the fact that, very few people have the courage to do it. And the ones
who do it are very courageous, and people respect them for it.
Recently
Flipkart also did a similar thing but in a personalized manner first of
its kind at a scale like this. Filpkart launched “Big Billion Day”
where by online shoppers were given amazing discounts on products
purchased on that particular day. The launch was a hit among shoppers
but only for few hours.
Flipkart website crashed twice during the
day, things got over and in some situations the payment process was not
getting through. There were issues in placing orders as well. Few lucky
ones were able to get things at extremely discounted prices but others
were left fuming.
Though Flipkart took all necessary precaution to
make it a big hit but it failed to impress the visitors on the page.
Lot of negative reviews was written about Flipkart in print and online
media. But one step by Flipkart silenced all.
Flipkart dropped a
personalized email to all visitors of the page who placed difficulty in
placing order from its founders. Then they called all those people whose
order had to be cancelled due to confusion or other reasons and steps
were taken to refund the money to them at the earliest.
Years ago
cadbury dairy milk chocolate also faced a similar outrage from masses
when fungus was found in their chocolates. They roped in Mr. Amitabh
Bachchan as the brand ambassador for cadbury dairy milk and campaign was
carried out, where Mr. Amitabh Bachchan took viewers to the factory and
showed them about the hygiene factor. And for the betterment of the
product, chocolates were wrapped with additional foil other than the
outer covering.
But seeking personal apology to everyone who has
been hurt by the usage of product has been done only by Flipkart at a
very large scale. We can just image about the volume of the email rolled
assuming the fact about website being crashed twice due to high traffic
volume.
I was also one of the visitors to the website and was
very disturbed when my order was not processed but post receipt of the
mail and very happy. And I order few things after that.
