One weekend, Two elevating experiences

Sometimes you find great customer service and experience at least expected places and it doesn't cost much to have a great experience.

Firstly, what does it mean to quit a high-paying job where the salary gets credited on the last working day of the month and go down the path less traveled steered by passion? Secondly, in one of the busiest and least expected spots in the town, what it feels to discover a two-storey gastronomic surprise waiting to tingle your taste buds? 

Alleppey, Kerala:

It was 5.45 am and the auto rickshaw pulled in front of a 60-year old house with a sprawling front yard facing the enchanting backwaters. The Keralan Homestay owner Baiju rushed towards the gate to welcome us with his warm smile, while Arsha, his wife welcomingly peered from the kitchen window as she stood busy behind the stove preparing our first drink of the day. Not just the rooms, but the hosts too were also prepared to receive us.

The couple were still in their late thirties, but their home and spirit reminded me of my grandparents and their quaint village house. The house came with old furniture, musty smell in the rooms, beds with mosquito nets and necessary modern-day upgrades such as refrigerator, air conditioner and western toilets.

Over a cup of coffee, we exchanged our stories, meal preferences and activities for the next two days and received their suggestions to make our “Kerala experience” unique, interesting and memorable. Baiju and Arsha are polyglots; they fluently speak 7 languages including Tamil, Malayalam, Kannada, Hindi, English, German, and French. Beyond all this, love and care comes to them naturally. 

Hardly a year ago, floods devastated their property and submerged their belongings including their certificates, but that didn’t dampen their spirits to start afresh and follow their passion of providing visitors a “true Kerala experience”. Baiju is a painter and he turned the water stained walls, moldy pillars, doors and furniture into pieces of art with his creativity and imagination.

Sometimes, adversities bring out the best and worst in people and I could see only their best. Arsha compliments Baiju’s calmness and patience with her energy and chirpiness. Their stories and experiences turned me into an admirer of their property and spirit.

In a world where people are constantly chasing money, I witnessed what it means to live a contended life and what it means to open your home and share your culture. While "Customer Experience" is widely spoken and taught today, but for some is innate. 

This couple in the God’s Own Country are living up to the adage, “Athithi Devoh Bhava” and will beat every five-star property hands-down with their authenticity and experience. Check them out on Trip Advisor, Booking.com and Google.com before you book your tickets for the next long week-end in Kerala.

Ernakulam Station, Kerala

Blame it on commotion, noise and cleanliness, the very idea of eating at a railway station takes your appetite away. I decided to starve that night rather than pick up some unhealthy food and end up with a GI infection. But that resolve went out the window as I passed by the 24/7 food joint at Ernakulam Railway Station.

I turned my neck like one of the arms of the gorilla pod to get another glimpse of this place. Processing the image, my alter ego warned me against deceptive appearances. Nevertheless, I left my luggage in safe custody and not my inhibitions and swiftly marched towards the food joint.

Multiple floors and 5 different formats catering to a variety of taste buds and all times of the day. Is this possible at a railway station in India? Yes, it is, at this new joint venture between IRCTC’s Food Track and Anjali Hotels Pvt. Ltd. at Ernakulam Railway Station.

The kitchens were spic and span and transparent, the staff in uniforms was courteous, and menu is healthy, and to top it off the food is affordable and tasty. The Podi Idly and Curd Rice gave me goosebumps and will linger in my palette for long.

The Indian Railways has often been ridiculed for its lethargy, red tape and hygiene, but are now rapidly transforming their image and infrastructure to keep up with the demands of the next generation. They are leaving no stones unturned and meeting the demands with agility, quality and cleanliness both in trains and at stations to provide better experience for travelers.

For the first time in four decades, I felt customer experience and outlook towards train stations in India was transformed and elevated. Will other stations follow the suit?  Will other homestays and hotels learn about customer experience from Baiju and Arsha?