Yesterday, sometime during the day, I got a received a call from a Mumbai-based called centre. The lady at the other end said she was from Policybazaar and that she was following up because I had visited their site a few days ago. I told her I haven't and hung up. But I was outraged, thought this a spam call and tweeted about it. A few friends latched on to it and re-tweeted.
A few minutes later, a gentleman called Naveen Kukreja latched on to my timeline, texted, said he is from the company, and when can he call. We agreed to speak the next day. I looked him up and turned out he is chief marketing officer and a director at the company.
That I was pleasantly surprised is an understatement. Earlier today morning, he called me up as promised. We had a brief chat during which he first apologized for the intrusion. He then told me the call hadn't originated from his call centre. All of their calls, he told me, originate only from Gurgaon near Delhi. Not just that, he had the courtesy and honesty to tell me that until June 2014, they used to share details of people who'd visited their site with insurance companies. But following customer complaints of spam calls, they discontinued the practice. And that in hindsight, they thought it was the wrong thing to do. He was also honest enough to admit they perhaps ought not to have. Naveen added it is entirely possible somebody from some insurance company who'd gotten my details from PolicyBazaar.com in the past may be responsible and how they behave now is outside his control.
Be that as it may, I was impressed because I can't think of too many companies that would have behaved as promptly, acknowledged a mistake, apologize, and tell the truth without mincing words. They could have chosen to ignore a few tweets. But taking it up seriously and addressing it just earned PolicyBazaar.com goodwill on my part and a promise that in the future for all of my insurance needs, I'll look them up first.