There is a part of me which has serious entrepreneurial dreams, if only it could triumph over the larger and stronger scared part which always takes over. I will have some kind of a small business before I finish, but that's not the subject of this post.

I keep noticing the small details and examples of good/ bad customer experience wherever I go. Here are a few samples:

• I wanted to buy a diamond for my sister and as always had postponed the purchase till the last day. I remembered at about 7 on the day before her birthday and rushed to Connaught Place. Those who know Delhi know that most shops in CP close by 7 and so I was met by downed shutters at Tanishq, Gili and Asmi outlets. I am walking through the circle and notice this hole-in-the-wall in C-block with a few customers inside and so rush towards it. The guard tells me its closed so I request him to ask the manager who comes out and I beg him to allow me inside so I can buy the jewellery and I promise him I will be out in 10 minutes. He says no sir, we are closed, please come tomorrow. I bought the Rs. 13500 merchandise from another shop next day.
• At Ebony I bought this fancy tea-set. On its first morning in my butterfingers, I poured hot water into the pot while it rested on the cold marble slab. Predictably, it cracked. I called Ebony with the fullest confidence that they would say tough luck chum. Surprise! They said, we are sorry sir, why don't you return it and we will give you vouchers against it in case you do not like any replacment piece. Since then its Ebony I turn to whenever I want to but something big.
• I had bought some small gift from Bombay for one of my friends who I had a crush on and I was meeting her at Priya. Since I had not got the gift wrapped when I bought it, I panicked and went from shop to shop asking if they would wrap it for me. No luck at Neoplanet, none at the Archies' Gallery so I hopelessly sauntered into the pharmacy store next to Senso. The very helpful lady said no we do not wrap outside gifts, no not even if you pay for it. But listen, if you buy a small thing here (I thought I saw it coming, so here I am expected to shell out big cash!) we could do it for you, free. So, we go around choosing the small thing... she suggests I buy the chocolates which were just Rs. 15 apiece! I picked two and she went happily inside and came out with the best wrap I have seen in a while.

There must be many more such experiences you may have had, care to share them?