On a seemingly ordinary day Bhavya answered a seemingly ordinary call at customer service desk. The lady on the other side sounded desperate and in utter need of organic multigrain flour,the name of which she didn’t know. This was an NRI lady,a Dubai resident since almost 20 years who had come on one of her medical visits to India. Bhavya listened to her ordeal patiently; she was in search of a particular organic multigrain flour but could not recollect the name and had been enquiring about it at various retail outlets. Her words were "HyperCity is my only hope now". Bhavya with all the intentions to help her took down her contact number; took the effort of clicking photographs of all the organic multigrain flours available at the store and sent her the same. This is how she finally recognized the product she had been looking for so long. That's not just it. The next task was to ensure that the flour reached the customer. The customer neither medically fit to come to the store to pick the product herself nor she could she order it online as suggested by Mr. Bhavya. Bhavya with an intentions to help her, did not give up here. He made an effort of buying the product and delivered it to the clinic where the customer visited for her treatment. This sounds just simple and easy but we cannot ignore mentioning the fact that Bhavya did not have enough money to buy the product and travel to deliver it and therefore had to borrow some amount from store administrator. And he did all this before his shift started and came to work as if nothing had ever happened. The customer was delighted with the kind of efforts one could put for a customer; she spoke highly of Bhavya while giving her feedback, since, she actually did not ask him to do any of this. Bhavya planned all this on his own. The story turned out to be extraordinary on a seemingly ordinary day.

As per Times of India’s latest census figures, Kolkata is home to more senior citizens than any other metro in India, most of whom live alone. A senior couple, Mr. & Mrs. Banerjee lived alone at home while their only son lives abroad. They are completely dependent on their housekeeper and chauffer for their daily needs. During the festive season, with their housekeeper and chauffeur on leave, the elderly couple ordered groceries from bigbasket. The order was allocated to Nirmalendu Biswas and he reached the customer’s location well within time. He allowed sufficient time for Mr. Banerjee to check all the items and verify it with the invoice. He also assisted Mrs. Banerjee to place the goods in their designated places. At the time of payment, the transaction failed for both card and online payment and Mr. Banerjee did not have enough cash with him to pay Nirmalendu for the order. The elderly customer requested Nirmolendu to wait for a while so that they could withdraw money from some nearby ATM. Nirmalendu was touched at the helplessness of old couple and felt obligated to help them. He went a step ahead and gave Mr Banerjee a ride to the nearest ATM, using the Hub vehicle. On the way to the ATM, Nirmalendu stopped at a local agency and helped Mr. Banerjee enroll at a ‘professionally’ managed agency for maid service, to assist in daily household chores. The customer was overwhelmed with all the assistance and effused praises on Nirmolendu. Now Mr. Banerjee is a loyal customer of bigbasket and considers Nirmalendu as a surrogate son and Nirmalendu in turn keeps on providing them with special assistance whenever he stops to make a delivery at their home. Nirmalendu’s humble, customer-centric approach reflects in his interaction with every customer. This has resulted in 24 customer accolades, giving him the title of Best CEE Pan India for the month of Oct’17.

Mrs. Juthika Talapatra visited Titan eyeplus Kalkaji outlet for the first time. While assisting Mrs. Talapatra, Nitin, noticed that she could not open her eyes properly. Having lost the natural elasticity with age, her eye lids slouched to cover more than 60% of her eyes. She had to consciously lift her eyelids with her hands to keep her eyes open which was an ordeal for her. Nitin discussed this with Mohd Irfan and went ahead with coming up with a solution for Mrs. Talapatra. After mutually discussing many ideas, and rejecting most of them, the two of them came up with a design of adding a support system for the eyelid in the frames itself. It was challenging for the team as this was a product innovation and they had never attempted something like this, it was time consuming but yet they did not stop trying and found success in finalizing the design. Correct measurements were taken and Mrs Talapatra received her new pair of spectacles that not only enhanced her vision, but also supported her eyelids and prevented them from dropping. Nitin and Mohd Irfan gave her back her old hobby of “writing” with their innovation.

Mrs. Manisha Nirmal visited Kapils salon as usual to pamper herself. After enjoying the experience, she was back home and then began to search her entire house retracking that morning’s routine. She was searching for her missing jewelry--her wedding ring, mangalsutra and ear-rings gifted by her husband on various occasions. She searched everywhere but still she found nothing. She began to weep and have an anxiety attack. She thought she had lost them forever,yet, she mustered the courage to call Kapils Salon and asked the person in customer service if perhaps they had found a precious jewelry left in the salon. She told them she was searching for her missing jewelry wrapped in non-woven tissue paper which she had left on the front desk, while the billing was being done.As she was in a hurry to reach home, she had forgotten the wrapped valuables on the desk. The staff of the salon searched all the bins but couldn’t find it. Unfortunately the CCTV footages could not be viewed. They told the customer, they would start the search next morning without clearing any of the bin and would also contact the concerned technician for CCTV footage. Very next morning as assured by Kapils salon team, the technicians and management viewed the CCTV footage and again the search began for the bin. One of the big bins was emptied on the floor in the campus area. Mr. Roshan, who opened all the used and soiled tissue was in no mood to give up. A miracle happened; finally he got one tissue and felt the presence of something inside. When he opened the tissue, the customer’s heart just stopped for a second and her eyes couldn’t believe it…she found all her lost jewelry. Maybe her good deeds had helped her. It was not only the monetary value of these valuables that she was worried about, but more about the sentiments that she had with each of the jewels that had beenclose to her heart. It became the happiest birthday of her life.

On 8th March 2017, which was international women’s day, Mrs. Smita Wad had visited INOX Nakshatra mall, Dadar with her husband and her mother to watch the Gazi attack, 7:55 pm show. Aft er few minutes of settling down, she started feeling uneasy and started sweating profusely. Panicking, her husband Mr. Wad came out of the auditorium to look for some assistance from INOX team. Pravin, who was on duty went to check with Mr Wad if there was an issue as he was looking tense. Mr Wad informed Pravin about the whole situation. Immediately Pravin (with our security lady guard Mrs Madhuri) went inside and found Mrs. Wad in a very awkward state. She was all wet with sweat and vomit. Understanding the gravity of the situation, with the consent and sanction of all the guests, keeping all managers in the loop) Pravin took a very important call to pause the movie screening so that he could draw every guest’s attention, present in that auditorium, for medical assistance. Unfortunately, none of the Guests was from a medical background. Hence he took her outside in the lobby area with the help of some other staff and settled her in a wheelchair. Mrs Madhuri cleaned her with tissue paper and a wet cloth . Meanwhile Pravin and Mr Wad tried calling an ambulance. However, due to rush hours and heavy traffic, the ambulance was taking a lot of time. Then Pravin asked one of the staff to look for a taxi, but not one was available due to traff ic. As Ms Wad’s condition was deteriorating with every passing second, Pravin suggested to take her in the wheelchair to the nearest Shushruta Hospital. Understanding that Mr Wad himself was very stressed and needed help Pravin More asked Mr Kangutkar (Projectionist) and sent Mr Rohan Ishwalkar (OA) to assist him to take Mrs Wad to Shushruta hospital. At the hospital, the Doctor appreciated the team’s eff orts and timely action taken by Pravin. The Doctor also confirmed that Ms Wad has suff ered a Vertigo attack. But ensured that Mrs Smita Wad was now out of danger. The team also assisted her mother, who was left behind at the location to reach the hospital where Mrs Wad was admitted. Ms Wad was in ICU for the next two days and her treatment went on for 3 months. Post her full recovery she visited the cinema again in the month of September 2017 to thank the INOX team and especially Pravin. The guest distributed sweets among the staff and sent an appreciation email. The staff wished her good health and thanked her for her appreciation.

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