Once I had given a kiosk consultation to a customer. I showed him the design and I sent it to him as a pdf on WhatsApp. His son was abroad. He had even sent the pdf to his son and they approved it. The design was for one wall only and it was costing Rs 50,000. We went ahead with it.
Once all the paintwork was completed, everything was fine, but the problem was that the colour which was shown in pdf to the customer did not match with the one on the wall. Actually, there was a defect in the kiosk. So in the kiosk software, the base coat and topcoat was the same but when we actually made the colour it was different. In the kiosk card, the colour was different and when the colour got made it was different.
The customer really got angry; he said, “mein jo bol raha tha colour who nahi aya” he was happy with the design but did not like the mismatch in the colour. Even when I saw it, it was true. The colours dint match. Then I spoke to the customer in the local language and calmed him down. I knew the son also, so I sent the picture of the wall to him. He couldn’t make out much from the picture. I spoke to our technologist and TSO to see if they could change anything. But there was nothing that could have been done to reverse it. So, in the end, I kept talking to the customer, convincing him and eventually stalled it for 2-3 months and then his son came home. When his son came home, he liked the design and told his father to leave the matter as he really liked the design. The design was good, the only problem was that the colour customer wanted didn’t match with the wall colour.
In the end, the customer said that “tum log jab dusre customer ko colour consult karogay , make sure ki aisi problem phir nahi aye, this will be good for both of us.”
Generally, we know when the colour is wrong but sometimes we are not so aware and dimag se nikal jata hai. Eg 8126 is code written in pdf shows pink colour but in the system, it will be green. To avoid this there needs to be a timely audit of the colour codes mentioned in the pdf and fed into the software. After this incident, I make sure from my end that the colour is right. If there is confusion related to the colour then I show fandik* I tell the customers that you can just cross-check the colour that you are seeing in kiosks with the colour on the shade card. I had not shown the shade chard to this customer.