A simple check-in after a five-year-old slipped at the Mall of the Emirates has drawn attention to the personal side of customer care in Dubai
An Indian father living in Dubai has praised staff at the Mall of the Emirates after they followed up on his five-year-old daughter’s condition following a minor accident.
Ravi Chauhan said his daughter, Adheera, was shopping with him when she slipped and fell near an escalator. She suffered a small scratch, prompting the mall’s security team to respond quickly and provide first aid.
The staff also gave the child chocolate, which helped comfort her before the family continued with their shopping.
What particularly moved Chauhan, however, happened the following morning.
He received a call from the mall’s customer service team asking about his daughter’s condition and whether she was feeling better. The staff member also spoke directly with the child.
Chauhan later shared the experience in a video on Instagram, saying the follow-up went beyond what he expected from a routine response to a minor accident.
The episode offers a reminder that customer service can extend beyond immediate assistance, with a simple follow-up capable of making a lasting impression
He said the gesture made him reflect on how small acts of consideration can influence the way people experience a city.
“Sometimes it’s the smallest moments that tell you the most about a place,” Chauhan said, according to the report. He added that Dubai was known for its architecture, lifestyle and opportunities, but that such personal interactions were equally significant.
The incident has since attracted attention online, with users praising the mall staff for their attentiveness and professionalism.
Several commenters said the episode reflected the importance of treating visitors and residents with care, particularly when children are involved.
For Chauhan, the experience was less about the accident itself and more about what happened afterwards. The follow-up call, he said, left both him and his daughter with a positive impression.
