At one site there was waterproofing done and a complaint had come from there. So the waterproofing had to be done again. When the work started again there was again some problem with the ESA and he couldn’t go on the site for two to three days. Even though it was not my work I went to the site and stood there the entire day, got the mixture prepared in front of me with the contractor. I had some important meetings lined up that day I postponed everything and went to the site to solve this issue. It was my responsibility to go there as it was my team member who was responsible for the site. Even if I had to go out of the way to solve it, the customer should not face any problems, and the dealer’s name should not be spoilt. If I had not reacted on time, and prioritized it the contractor would have done a low-quality job and applied any mixture which could have further created more problems. If repeatedly negative feedback comes from the customer then the customer also feels ‘arey inka toh kaam aisa hi hai.’
The customer was happy that the issue got resolved on time because if it was someone else at some other place, they would have made some excuse to not come due to holidays, meetings etc. But the advantage of having such a big network is that there are many people to support you during any issue/ crisis.