There was a site in Kota where we had done damp proof work. The customer was staying in Mumbai and he was well-educated with a job in an IT company. But the ECA was at Kota, Rajasthan and his way of talking was unprofessional and his local dialect appeared rude to the customer. He would directly talk about the payment “Sir, mai dealer sei baat kar raha hoon. Dealer ko payment karna hai…”
So, what happened is that when the ECA spoke like this with the customer, the customer’s mind changed. He thought, I do not know the dealer, I know only Asian Paints.
The customer wanted some clarity regarding the product. So, the ECA said that he will check with the dealer and get back to the customer. This situation also escalated because the dealer was pressurizing the ECA to collect advance payment from the customer.
The customer complained that he was not given the product details properly, and the behavior of the ECA was not good. This does not suit a professional painting service.
We apologised to the customer. The ECA too was not clear about the products. We then explained the details of the products to him and gave the customer clarity. Only then did the customer get convinced.