Once a customer said he wanted Royale to finish paint and the ECA showed a sample on the customer’s wall. The customer then said – “I have seen Royal finish at my friends’ place and it is totally different than this.”
As a team lead, I had to step in. I asked the customer what shade did he see in his friend’s house. He said yellow shade. I just took that particular shade and applied it to one wall. Then the customer said – this is Royale. I explained to him, “Sir both are Royale, and are looking different because they are different shades.” Then the customer understood and after seeing it and getting convinced, he released the advance payment
The Associate can handle such situations but sometimes the customer thinks that whatever work the associate does is not good enough. Hence, they expect someone like me to cross-check and affirm that it is good to work.
The customer does not trust the associate because he is the person inspecting the work from dealer’s side and the contractor doing the work is introduced by him. So, the customer feels that someone from Asian Paints should also come to ensure that work has been done properly or not.
5 to 10% of customers come up with such issues. Some customers say I require a confirmation from Asian Paints since you are collecting payments, it will go to Asian Paints. Then we step in and explain that this is a dealer-driven service and the dealer is the person who will take your payment. Then he says it is ok.