Rambling on….

about anything under the Sun!

Tag Archives: Bangalore

After Cleartrip, its now Meru’s turn!

Wow, it sure feels like a personal Customer Service crusade – after Cleartrip, it now seems to be Meru Cabs at the wheel. And they are taking their faithful customers for a nice big ride around town, pun intended. Now, to be fair, between the wife and I, we have used Meru Cabs for almost 3 years now (ever since the new Rajiv Gandhi International Airport opened in Hyderabad) and at least 2-3 times a month, so that’s a sample size of about 100. And incredibly, not one out of those 100 trips have been anything but an incredibly pleasant experience. I repeat, every single one of them – That is world-class service, and especially noteworthy considering the typical bar that Indian businesses set for themselves.

Here is why I love using Meru – Their booking process is straight-forward and intuitive, the service is largely secure and professional, the cabs very clean and well-maintained, and the ride extremely comfortable. All of this at what I consider a very reasonable price. A ride will cost you Rs 15 per km, which in today’s Bangalore is only 1.67 times the cost of riding an auto, but quite a bargain considering how much more comfortable the trip is. So, if it’s not clear already, I’ve been a big fan of these guys, am constantly rooting for them and telling anyone who cares to listen about how wonderful they are – doing my bit of word-of-mouth marketing for them, you know. Of course, they are only available in select cities now and I can’t wait for them to come to Chennai, a city that I frequent quite a bit and where I miss the service dearly.

Anyways, all good things come to an end – and my Meru streak met with the same cruel fate on our trip to Kumarakom last week. The first element of surprise was when I made the phone call to book our cab. I was politely told by the IVR recording that I would be tagged an additional Rs. 50 as a convenience fee, with absolutely no explanation for what the said convenience was. Did they add a new toilet to the cab, I wondered. That thought was quickly put to rest when they followed that message with the offer of a generous discount of 50% on the Convenience charge if I asked for a cab within 35 minutes of my booking – if they did add the loo, am sure it would cost the same no matter when I booked, right? So anyways, I asked to talk to the friendly agent for an explanation of the charge. Turns out the “Convenience” refers to the use of their Call Center to make the booking, and she told me the fee would not be applied if I booked my cab online! Since when did calling a call center become a “Convenience”? Did I just blissfully miss that whole era?

Seriously, the whole notion of asking Customers to pay extra when they are calling you to give you business is nonsensical. Sure, find other means to encourage customers to use the web so you can improve operational efficiency but charging them more because they call you is a surefire way to destroy any goodwill you have built. And if that isn’t enough, their fee structure of charging less for a more imminent booking completely defies logic. I would think it aids their scheduling algorithm to know their demand in advance, but clearly they prefer the last minute scramble – kinda like JIT as if their cabs were perishable entities? And to top it off, they have an equally befuddling explanation of why it is the way it is on their website. Nicely done, Meru – clearly this whole decision came out of a half-baked committee with a confused set of objectives.

Of course, I still needed the cab and with no intentions of paying any silly additional fee, I went online. And their online booking process, while reasonably straight-forward, just gave me this sinking feeling that my booking was vanishing into a black hole. A very ordinary website and an even more ordinary process. Given how well-oiled their phone booking machinery was, I expected to be able to specify my phone number and have it identify me, but no such luck. Not even close. Just out of curiosity, I played around so more with their website – their user experience could use an upgrade…actually make that a rewrite. They should take a leaf out of Cleartrip’s book, or better yet, have Cleartrip build and host it for them. Maybe they could even sell package deals – suggest a cab booking for every flight/train ticket that gets booked etc.

And Search Engine Optimization (SEO) is virtually non-existent. I tried all the 3 leading Search engines and searched for the typical queries – “cabs Bangalore”, “Taxis Bangalore”, “Airport taxi Bangalore” and in none of the cases did Meru come out on top. In fact, in some cases, they didn’t even make it to the first page. Not what I would expect for what is easily the most popular airport taxi option in the city just judging by numbers. Nope, no ads on the Search pages either. For someone that’s trying to get their online reservation system going, I thought it was strange that they hadn’t even covered the basics? And instead unfairly passing the burden to the customer?

In any case, I provided the necessary information and submitted the request, but made one fatal error – I think it gave me a confirmation number and I forgot to take it down before I closed the window. The site asked me for my email address and my phone number, so I assumed they’d either text or mail me the confirmation? Apparently, that’s too much to ask for. Last I checked, email was still almost free but it didn’t matter. So the next morning comes around and no sign of the cab or any notification around it. I finally call and the Customer Service rep asks for the dreaded Confirmation number. I feign ignorance and give her my phone number instead and her system promptly tells her no reservation was made against that number. How can that be? I swear I saw a confirmation window pop-up on their website that said booking was confirmed. So I try pleading with her and she promptly redirects me to their phone booking department so I can make a fresh booking. For a small, additional convenience charge of course! I didn’t have anything to hold them on, so I couldn’t really make my case but they definitely lost an ambassador thanks to this pleasant experience.

If you are still curious, I did not call them for that cab in the end and found an alternate option to get to the airport that was a lot more reasonable. Thankfully, it doesn’t look like I am the only one that seems to have a problem with this. Hopefully saner minds will prevail in the end!

Facebook to Face-the-Book?

We are proud of our roads in India and of how chaos rules those roads. As an ardent believer in gross generalization of anything and everything, I put Indian road users into three broad categories: Those that honestly don’t know or believe that road rules exist in the country, those that know that rules exist but believe they are meant for the Others and finally the Rest, or as I like to refer to this last group, the Idiots. (And yes, I count myself in that group)

In an ideal world, here is what an Indian driving license test would look like if it were to reflect the skills that one needs to survive here:

Please answer Yes/No to the questions below. Can you:

1. Go hurtling down the wrong side of a one-way street with no hesitation, concern or guilt?

2. Drive right through a traffic light that is clearly blazing red, with scant regard for other vehicles crossing the intersection?

3. Halt for the light in what is quite clearly a Left-only lane and block traffic when you intend to go straight? Of course, you should only do this when you know there is a cop waiting on the other side to catch you jumping the light as in #2 above, right?
(Hint: 2 points if you answer Yes to both questions)

4. Brake suddenly while driving on the left lane in rush-hour traffic, make what looks like a natural right turn right through flowing traffic and deftly execute a U-turn maneuver because you realized you should be heading the other way? And 1 bonus point if you manage to do this while still staying upright.

5. Park your vehicle in the geometric center of a No Parking zone blocking at least one lane of traffic behind you?

6. Honk really, really loudly for no apparent reason, and with no real purpose? The intent should be to simply convey that the light is Red, traffic is stopped and you are not happy.

7. Do your best to block an ambulance with wailing sirens from passing through, thereby helping to contain our country’s growing population?

8. Weave a complex helical pattern within a span of 25 ft on a crowded street with at least 3 completely needless lane changes? Yes, in case you are wondering, this replaces the infamous “Can you weave a number 8?” part of the Driving test. I had always wondered why they make you do that, now after driving in Bangalore, I know better.

9. Insist that you will only drive with the high-beam lights on even on a well-lit highway so you can successfully blind every vehicle that’s coming in the opposite direction?

Every question that you answered with a Yes fetches you 1 point. If you manage to score at least 3 out of 9, you are eligible to appear for the driving test and prove your mettle at the wheel. Score over 5, and the driving test is waived and your license granted. You clearly have far too much skill that is going waste every minute you are not on the road and driving. And if you scored less than 3, please go get yourself a bus pass, you are clearly not qualified to drive your own vehicle.

Yeah, that sadly is the state of affairs – road rules and etiquette have indeed become a joke as we so passionately embrace Darwin’s Survival of the Fittest theory on the streets of Bangalore. Thankfully, there was always hope – there are folks that religiously follow these rules and try to set an example. Yes, they are very much in the minority and easily look like the fools that don’t know better . And as someone that belongs in that group, I have always been super frustrated. I am at a huge disadvantage simply because I take the high road, pun intended? And it irked me no end that there was seemingly nothing one could do to counter – the only option to fight the battle seemed to be stoop down to those same deplorable levels. Until now that is…Our good friend, Mark Zuckerberg and his pals @ Facebook are giving us a break? New Delhi’s finest might have found us just the weapon we need, taking advantage of Facebook and the explosive growth of camera phones in India to give us a fighting chance.

Ladies and Gentlemen, Start your engines, whip your cameras out and start shooting! I only ask that you stick to capturing just traffic violations and do so without putting yourself at risk on the street, and without holding up traffic yourself 🙂