Flipkart's apology a small step but major impact

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.