Recently got a complaint from a client Parshu Shukla, who was a central lead. There was some problem with the application of product material and in a few places, the colour got washed away, enamel paint on wooden doors started peeling off, at some places I could see that contractor has given only a single coat of colour instead of doable coats and hence it was looking faded, exterior paint started showing black patches after it rained. It had been 1-1.5 years to the site. One of his close relatives was a politician and they were a bit criminal type. So, when there was this problem in the work, ECA had left the site in between and gone on leave for his wedding and the client started posting his complaints. Initially, when we had received the complaint the site retail TSO and CSO (complaint sales officer) had already visited the site. I had not even joined in this profile, so it was not my area of work. But as a TL it was my responsibility to sort the matter. So when I reached there with CCA and Technologist, the client misbehaved, spoke rudely and gave threats of suing each one of us for this as he was also an advocate. This was the first time I was dealing with a case that was so high-profile with a lot of disputes. I had no training or experience to handle it.
The customer wanted that the entire site to be re-painted leaving the places where there is damage on the wall, because it was a waste of his time, and he was also mentally disturbed because of it. I convinced him by making him think of the situation from our point of view. I told him if he was a businessman/dealer/owner etc. would he compensate anyone for the place where there was no damage done. As an advocate, if you had to present someone for Section 307, you won’t take up his other cases and represent him for other sections like 305 or 308. You will represent him only for the case he has paid you for, so by giving such examples, he got the logic and later got convinced. I spoke to the client for 20-25 mins and convinced him, I got him to trust me to complete the work, shared my number with him and told him I will be always available.
Now we just received the approval to re-start the work again. As compensation, we will be doing a little re-painting, touch-ups in some areas of the site and this made the customer happy, he told me that he didn’t expect this to get solved so easily. He said, ‘I was earlier thinking that this matter will be solved legally only but because of you it happened, and I am thankful for that.’