Being sensitive to the people you are dealing with
The site was a bit away from the main town and the house was occupied by an old couple in their 60s and their kids were abroad. We got their painting assignment during the pandemic.
So we were doing the job, but they wanted us to help them with a few day-to-day needs like going to the market, getting household stuff, helping in house cleaning, etc.
So when workers/contractors would come there for painting the customers would request them to help them with something or the other and at every request I would let someone to look into it and see to it that their other needs are also met. At that time sanitization service cost post work was not included in the billing, but still thinking about their health we sanitized their entire house for free.
Throughout the process they were very happy with us as we were helping them, but after sanitization they were estatic. They even gave a feedback that “your painters are good, whenever we asked them to do some work out of their role they never said no and did that work, helped us, and that also from the company’s end you gave us a service of sanitization.”
We took extra care, because when we reached there, we saw that they were very old, and had only one help, so we were extra careful and aware while doing the work. It was during pandemic and painting needed to be done in the interiors. When cases started rising we even asked them if we should stop the work but they asked us to continue.
There were 7-8 people working in the house and even wanted to finish the work as soon as possible for everyone’s safety. In the end only few people were working hence we thought of sanitizing the place, so that their health is not affected because of us.
There is always a possibility of something going wrong and complaint can be raised against us that because of us something happened to them as we were the last bunch of people who worked there, hence keeping all this in mind we took full care and protection while working and sanitized the house, in the end, leaving both feeling secured and satisfied.
It’s my strategy to do give something extra to the customer in the end, because the customer always remembers what happened in the end, it’s like adding a cherry on the top of the cake, I believe in that.