Thum(b)s Up to Bombay Cafe

So I was all set to write the sequel to my previous post when the coolest thing happened to me today, and I realised if I don't blog about it, none of my tips in the last post will be able to put me to sleep tonight.

Around lunchtime, I got the strangest email. From my favourite Indian restaurant in Singapore. I'd just had dinner there last night! Yes, this is the restaurant I'd blogged about here, the one that has the world's best gobhi manchurian (but don't tell my Mom I said that!) and Thums Up. The same restaurant I'd said had disppointed me the last time I'd gone there because they did not have Thums Up.

The Director of the restaurant had emailed me. And his email was about my blog post.

:O :O :O

As I mentally went over the defences for defamation lawsuits I had learnt in my Media Law classes - truth, fair comment, qualified privilege, statutory privilege, innocent publication, innocent dissemination and consent - I realised that it wasn't what I thought it was.

It was not an email notice suing me for defamation - libel to be specific.

It was an email thanking me for my feedback.

He had actually come across my blog, dug out my feedback form that I had filled on the night I did not get my Thums Up after my cross country travel in search of it, and decided to drop me an email, with an offer to send me some complimentary bottles of Thums Up.

Wow. Double wow.

He said that he had tried to trace me from my feedback form, but I had not left any contact details, so he had emailed to ask for my address so he could send the drinks. I gave him my office address 'cos I'm rarely at home during sane hours, and I thought 'some bottles' meant about four bottles or so, which I thought I could easily carry home.

Two hours later, I was informed that someone was waiting for me at the reception. So I went to check, and there was a delivery person from Bombay Cafe, who said he had some stuff for me.

"Where is it?"

"Outside."

I thanked him and told him I would take it inside myself.

"It's heavy, madam. I'll take it in for you." He offered.

"How heavy is heavy?" I asked. No one dares the mighty Sayesha.

He showed me the box.

Sheesh.

"Some bottles of Thums Up" turned out to be one whole carton of Thums Up and Mangola! Yes, all 24 of 'em! In glass bottles, no less!

(Yes yes the mighty Sayesha tried to lift it. And no, she couldn't. Happy now?)

24 freakin' bottles of free drinks from Bombay Cafe. I couldn't have grinned wider.

So the nice, strong man carried the carton all the way to my desk.

Now one thing I have learnt from my mom is to never send anyone who brings you something, empty-handed. Every time anyone sends over mithai on Diwali, she will never return the plate/container empty. And that one thing has been ingrained in my head since childhood. So I fumbled around, trying to figure out what it is that I could give Bombay Cafe in return. Sending free copies of children's books I had written or edited did not sound like a very happening idea. So I, finding nothing else, grabbed one of my business cards, wrote a little 'thank you' note to the restaurant director on the back, and gave it to the delivery man.

As I struggled with the carton at my desk, a couple of curious colleagues crowded around to find out what was happening, and what was the very odd clang-clang noise.

"This is my childhood drink", I merrily pointed to the bottles of Thums Up, before offering them the drinks. One of them took a bottle of Magnola to try.

She was last seen hunting for a bottle opener.

And I plonked myself into my chair, still unable to wipe the silly smile off my face. Such a brilliant surprise. In a day and age where I firmly believe that surprising someone is real hard work.

Thums Up in glass bottles sitting at my desk. All worth the extra gymming I will have to do to make up for the 3 litres of Thums Up which I am gonna consume over the next couple of days.

Suddenly the day had become great from an ok-ok-chalega-types one.

In one afternoon, I had seen perfect examples of many things that I am learning in my Master's course. I must bring up this example in my next 'Media and marketing' class.

Great customer service, great PR, great feel-good brand experience.

Great vibes to the customer - "We listen to you."

I know the importance of feedback. I work in an industry that thrives on feedback. We try to interview at least one teacher from every single school in Singapore before we produce the major books. I've been there, done that myself. All the calling up, faxing, phone interviews, emails, one-on-one feedback sessions. Exhausting. But important. Otherwise we may end up with producing 5000 copies of sheer trash - stuff that no one wants to buy. And when you're publishing educational books for kids, you just can't afford this kind of thing.

So yes, I know the value of others' feedback.

And now I know that someone out there values mine.

Of all the cool things that have happened to me because of this blog, this one takes the ...errr... Thums Up!

ps: If anyone from Bombay Cafe is reading this, please don't send me anything else, cos if you do, I may just be embarrassed into oblivion before my next gobhi manchurian visit is due. :P ~ ~