That is one of the radio call taxi operator in chennai, in case you do not know. So, of all the things in Chennai, you will wonder why am I writing on Fastrack. Simple answer, customer experience, it can not be bad than that. If it were not the 'ever-demanding' autorickshaw wala of chennai, these radio cabs would have shut their shops long back. Imagine paying the same (sometimes higher) amount for a ride by autorickshaw than that by a AC cab. The other factor is ofcourse the preference of language used on city buses, so all buses start from and travel to the same stop for me.
Besides the wonderful ecosystem that is fueling the radio cabs business in chennai, you also get a totaly unfriendly tele sales staff who takes your calls. Yes the tele sales staff just hangs up the phone is he/she is not able to understand where you want your cab. And if you are expecting that you will get a call back cause that tele-sales executive has to get business for his company, forget it, because that executive will definitely forget you. If you call them again, dont start by saying that your call was dropped and dont even hope that you can save some time by not providing the details that you have already provided because doing that would only ensure that this call will also get dropped.
More amazing is their CRM system, I am sure the Mckinseys of the world would have advised them to install one, but they fail to mention that train your staff on it. Being a business traveller, I stay at hotels, so the hotels and room numbers keep changing, but instead of repeated request, my address in their record is still room number 106, hotel vestin park. Try and explain them that it is a hotel room number and not my PAN card number, you know what will happen next? The executive will hung up the phone. Now comes the next and most important part, providing the service to the customer, in short Mr. Driver comes into the picture. So, the driver will get the details about where and when you want the cab, he will ask you for any landmark near your place and then you expect him to reach on time. The story has a bollywood climax with a tollywood villian. If you are lucky he will be on time, if you are not then you have to call the driver back to check where he has reached. He will politely tell you that he was not able to locate the house and he has parked his car at some random place and is waiting for your call. You relax your arms, take a deep breath and guide him to your place again, yes you dont have a choice. Now the cab will surely reach you, and there is nothing that can go wrong, you will get into the cab and reach your destination. Wait, don't doubt on the creativity of your old friend, the tele-sales executive. 1 out of 5 times you would realise that the cab isn't the type you had asked for. You may have asked for a Indigo but you see a nice old indica whose bonut is smiling at your misery.
What do you do next, you call the tele-sales executive just to check why is this so and no point in guessing what happens next. He hungs up the phone. Good Bye !
