Finding the root cause of the problem and creating customer delight
Customer had a raw house and it was a damp-proof site. So the customer had earlier got some local workers to fix the leakage and waterproofing problem.
After many trials, the issue was not getting solved. With my dealer’s reference, I went to the site and saw that there was a lot of leakage and cracks on the wall.
I followed all the service practices that we do in Asian Paints for waterproofing but still, the problem did not get solved. During rains, water started coming from the walls. Then when the technicians visited I did all the work instructed by them but still the problem did not get solved.
I investigated the problem and found that the leakage was not from their house but from their neighbour’s house (as raw houses are attached). So I saw that water during rains was getting accumulated on their wall and coming in the customer’s wall.
I went to the neighbour’s house and did damp-proof coating on their wall as well and after that, the leakage stopped. So the customer was very happy because even after doing water-proofing 4-5 times the problem did not get solved.
So when I did waterproofing there 2-3 times I did it from my own pocket and even the waterproofing on the neighbours wall I did it on my own. So the customer was so happy that he paid me for all my expenses and even referred me to someone, from where I got another work.