Published by

Poornima Pugazhenthi

I visited the Murugan Idli Restaurant in the Kilpauk area in Chennai for breakfast. While ordering, I was unsure about whether to have a vadai (a fritter made by frying in oil) because I was concerned it might be too oily and fattening. Mr. Babu, the person taking my order, noticed my hesitation as I discussed this and I ultimately decided against it.
Later, I ordered a uthappam (a thick, crisp pancake made of rice and dal). To my surprise, Mr. Babu mentioned that it contained ghee and asked if I was okay with it. His thoughtfulness caught me off guard! He had quickly understood my concern about weight gain and took the initiative to inform me about the ghee content.
This experience perfectly defines customer service: the genuine care and attentiveness shown to customers’ needs, even unspoken ones. 🙂
Customer service is the care, understanding and proactive attention you give to your customers.

I’m Poornima

Welcome to Expressions by Poornima!

This is a space where stories meet strategy, and purpose meets passion. As a marketing professional, a mother, and a leader-in-progress, I created this blog to share reflections from the intersection of career, creativity, and compassion. Whether I’m writing about leadership with empathy, navigating the working mom life, or decoding data and marketing insights, my goal is to offer honest, relatable, and thought-provoking content for women—and anyone—on a journey of growth. Thank you for being here. Let’s explore, express, and lead with heart.