Intently listening to customer needs and giving the best service
When I was a CA I had done work for a customer in Bhopal. The customer would live abroad and initially did not trust us. Customer was very clear that he did not want to overlook at the painting work, he wanted Asian paints to take full responsibility of the work end-to-end. So gave him the surety that he will not have to see the site.
To gain his trust I showed him my profile, made him meet my dealer, told him you are taking a hassle-free service, I am here only, I am not going anywhere, so you don’t have anything to worry about.
From making colour choice decisions to repairing any part of the house, I told him that I would inform him step-by-step of the entire process as per the timeline and if he did not like something he can tell us, and we will change it.
He also had one more concern, that his garden should not get dirty because of the paint work, so we suggested him to do masking and covering and did that in his entire garden.
From colour combination till Nilaya I had pitched him everything. I was deployed at the colour idea store before and told him about it. I asked him to come to the store and check out the colours over there. So when he came there, me and my colleague who was a CC (Colour Consultant) and we both pitched till him till Nilaya and he was very happy with our approach.
2-3 days he saw our work, the type of painters, workmen there. I had also hired people with the understanding of customers need and requirements. So, with this he saw the difference between AP service and local service, as we were delivering as per promise.
For his master bedroom and guest room he asked me for colour consultancy. Since as a CA I would sit with the CC, so I had got good knowledge of it and suggested him a good colour combination. I had created a unique colour combination for him and he really liked that. After the first paint he again called me after 2 years to do that paint again. He even called us to paint his garage and later also gave a good feedback and referrals.
He would also give his house to film producers for shooting purpose. There was a film shooting that was going to happen at his place (we had already painted his house) but they wanted to change the background according to the film requirement. So even to change the colour, he gave them my contact. The filmmaker said that he will get the paint changed from his end but, customer told them if it is anything to do with his house w.r.t painting it will happen through the CA and Asian Paints or else they can shoot somewhere else.
We painted the house like they wanted and post-shooting the customer again called us to paint the same original colour which we had painted for him before shooting. The production house was bearing all the expenses, so he was okay to change so many times. Because of this work I have got at least 4-5 references through him. And even now he calls me if anything small or big he wants to get done.