There was a GM of Honda Cars. Initially, he approached us for SPS and was a high-profile customer. The Associate supervising the site was not able to give the proper picture of the site status. The contractor was not coming on time etc. So, the customer raised the issue as a complaint.
We then changed the associate. The new associate was an experienced guy with one year’s experience. Every alternate day he visited the site and clicked the picture of the site including- what is the working status. After speaking with the Contractor, he gave all details to the customer on WhatsApp. Along with photographs of work progress. He also took appointments with the customer and visited him twice a week. He also helped with a proper color consultancy- with all the available tools we are having. Also, told the customer that if he is having any issue, anytime he can reach out to the associate himself. [Highlighted to the Customer that the associate was easily accessible].
So later on, when we closed the site, the customer was so happy, he sent a mail directly to the CEO (Amit Syngle).