In the recent times, two of the iconic restaurants of Kolkata, namely 6 Ballygunge Place & Arsalan have opened their branch in Delhi and I have visited both these places. The former is famous for the typical Bengali cuisine offering in a fine dining ambience while the Biriyani of the latter is to die for.

I being a lifelong marketing-advertising person, I believe the customer is the king/queen. The customer is always right even if he/she is not, you have to accept that they are right. That’s how the business runs and flourishes. Some of the organisation goes extra miles to satisfy their customers. One example I would like to mention here… While visiting my son and daughter-in-law in Bangalore, I realised they don’t have an appropriate utensil to cook 1kg of mutton, so after consulting my wife I ordered for a 3ltr Prestige Pressure Cooker from Blinkit. However, on receipt, I found it to be significantly small for the purpose and I need at least a 5ltr capacity pressure cooker. I called up the customer care and explained the issue. They readily accepted and refunded the money and asked me to choose and buy from the app. They could have refused the return as I had made a conscious choice but they showed empathy with their customer and won my allegiance for life.

Coming back to the restaurants, I found 6 Ballygunge Place, Eldeco Centre, next to Malaviya Nagar Metro station, New Delhi to be very friendly, warm place where one can go back any number of times. The staff is knowledgeable, ready to help with suggestions and prompt with service. The food is, of course very delicious and authentic and the menu has a wide range to choose from. The management and staff of the place keep their customer in high esteem and go miles to satisfy their needs and wants. No wonder that you have to make prior bookings most of the days for lunch or dinner, as their covers are mostly 100% occupied.

In stark contrast is Arsalan Restaurant, recently opened in Rajouri Garden, New Delhi… I visited the outlet yesterday with my dear friend Santanu Basu. Both of us are familiar with the restaurant in Kolkata having dined as well as packed the Biriyani and curries from their Park Circus and EMP Bypass outlets. These outlets, despite heavy footfalls have always won our appreciation for quality of food as well as service. However, their Delhi outlet has miles to go to earn the badges. When we went there, we were asked to upstairs by the lady at the front desk without specifying the floor, neither made any effort to guide us; we decided to check both first and second floors. Luckily for us, we found seating on the first floor itself which had only one other table occupied by a couple. The air-conditioning wasn’t switched on near our table, not a single staff was visible to even offer the menu. I found one lying on the next table and took it. After almost 15 minutes, a steward came with another menu but then we had decided our dishes and placed our order. Another 10-15 minutes passed before we were served, we had asked for a full plate of Biriyani to be served half n half (the Park Circus outlet served us when a dozen of us visited the place for dining) but the guy came with a full plate of Biriyani and an empty plate. He started clumsily to divide it into two portions and I had to stop him because he was spilling the food on the table. We asked for Coke Zero and Regular Coke but was served Diet Coke instead. Overall, the staff gave out a feeling that they are not interested in their job, they don’t love what they are supposed to do and perhaps shall do the minimum to keep their job. We asked the steward for suggestions about the curry, instead of recommending, he simply ranted out the menu. I was looking for some human touch and empathy not a robotic server.

There is no doubt that their chefs are class apart when it comes to cooking Biriyani, it is flavourful, non-spicy with succulent mutton pieces, melt in mouth potatoes and egg. We ordered for a plate of Quorma to go with the Biriyani, it was more of a regular curry than Quorma. Santanu and I, both agreed that the Quorma we had at Al Jawahar Restaurant at Jam Masjid was far tastier and more flavourful. And yes, that’s another restaurant we will go back because of friendly services.

We packed some dishes for back home, which were packed nicely in an expensive jute bag, how long they will giveaway this complimentary jute bag, that’s a question. In Kolkata, they pack in polybags only as a standard packaging and does a double packing if it is to be taken on a train or airplane.

In conclusion, I think, food industry is highly competitive and complex business because, it not has to cater to the taste buds but needs to up their customer service to ensure repeat footfall.