A newly joined ECA at Amravati got a central lead and since he didn’t have much experience with the products he directly brought the customer to the dealer shop.
- The dealer gave the customer a rough quotation on a piece of paper. And the site was converted, and work started. There was no formal contract that was exchanged about the payment.
- Work was halfway done in fact, interior work almost got completed and only the topcoat of Duralife was remaining in the exterior painting. Since there was no formal quotation the customer did not make the further payment and the dealer stopped the material. The customer raised a complaint of the site work being stopped because according to him he had made the full payment. When the customer payment was stalled; I got a call from the Dealer “customer is not making the payment, so now how do we go about it?”.
- Then I visited the store and asked for the quotation. The dealer then told me that we did not make a quotation. I said, “sir, without quotation how did you give the site? and if the material is going from your shop, then you should have known about it! But the dealer said he didn’t even know that material was going from the shop. And the material was not even low range it was Duralife – a high-end product was being used. After that, the dealer simply raised his hands.
- Since there was no formal quotation, we could not have even raised a complaint against the customer or do anything about it. Thankfully, in the end, the customer and dealer came to an agreement and the customer agreed to pay the extra amount.
- Dealer has this mindset that till the time the material is getting sold to the customer that is enough for him other than that he is not interested in other things.
- I have 30 people working under me and it’s not possible to man every site only when such complaints are raised I get to know about the problem.