Lessons in Service – Alakta and Lata

Alakta Kar and Lata Rao are the co-founders of Maatraa

Customer Service is a much-hyped phrase which means different things to different people. But when expectations are exceeded, the experience is indubitably sweet.

Of course, sometimes, it helps to lower expectations. Sometimes, this is just to account for uncertainty and chance. That is what precisely happened with us when we started out with web development for Maatraa. We were floundering after the initial baby steps and were at a loss. Where and how do we go from here?

We had connected with agencies – big and small – that Google showed us; and also with recommendations from close ones. Unfortunately, our first few attempts didn’t work out. Then, we stumbled upon Genuus Brand Advisory, by chance, destiny and an old friendship. (Again!) Our attitude was to lower our expectations and to finally make it work.

In our collaboration, we have been constantly struck by the way Team Genuus, has always seen things from our perspective and worked with us to deliver a good user experience.

The journey of Maatraa has been one of learning. One of our core values is the belief that partners must be invested in the end-customer. Working with Genuus has personified this for us – they shared the same values. At every step, delivering value was of paramount importance to them. They vindicated our own belief that every small step counts towards making the customer happy, and that no step is too much effort.

The entire team at Genuus Brand Advisory – Hegde, Hitesh, Shamika, Balaji, Priya, Suhas – the names we interacted with; and each and every other person at 702 A, Symphony IT Park, have helped to make this a very satisfying experience. The warmth in their smiles and their happy greetings always made it a great experience to visit the office.  And when we say each and every one, it may sound clichéd, but we mean every single person from the reception through (literally!) the office.

Maatraa is the aggregate of our experiences and the people who helped make it happen. They define who we are and what we aspire to be. It will be our endeavour to pass on this experience in customer service to all those whom we interact with and make it part of our DNA.

Alakta and Lata