I had a client who used to stay in Dubai. He had a 3 BHK flat. The customer’s brother had a business in Pune.
I got the project and the [customer’s] brother gave me the keys to the house. The customers brother would come in the evening to check the house. He would only come in the evenings and the entire flat would be open all through the morning. There was not much [of value] in the house, but still there was furniture. There were also some delicate furniture items- because their furniture was imported from China. [These could have been easily damaged].
The fact that they left all this furniture in the hands of a person [the ECA], means they were looking at me in a professional way [the customer and his brother had placed their trust on Kulsheesh]. I covered the delicate furniture items very professionally. I did this for each furniture item. Then I carefully handled them and put them in a side [of the room] so that they do not get damaged. There were also crystal decor items [precious items].
When the customer returned after 15 days from Dubai, he found his flat as it is [as he had left it]. He told me it was hard for him to believe that he found his flat in the same condition as he had left it. He had been fearing that there will be paint spots on his furniture. But I had cleaned everything and given to him. Because I knew his brother had a flat which is a 3BHK. And I will get to work on that as well if I do a good job in this flat. So, I had focussed and done my work properly in this flat.
I knew the customer looks at things very professionally. What matters to this customer is service. If we provide good service, he even be willing to pay more. My total work there was for 2.5 lakh rupees. This was one site where I would visit daily. Most other sites I visit on alternate days to check work in progress. This customers brother, while giving me his house to paint; told me clearly that he was giving me his house to paint because I used to visit his brother’s house daily.
I did this because I was first shown the brother’s house. The one who lives in Pune. I was been told that I will get to paint his house if I do a good job in this customer’s house. I did the painting in this house first because the customer was in Dubai for 15 days. I knew that I would get another deal for painting – which would be equivalent to the amount I’m getting in this current house or even worth more. But only if I do a good job in this current house. Visiting daily for monitoring was not very troublesome. I would just ensure that I visit that house for half an hour daily. I knew this would lead to another contract of 2.5 Lac rupees. So, it was a benefit to me.
One aspect was that I was getting a reference. Another factor was that the trust that these people are having on me- I wanted to maintain it. It was my responsibility to ensure that the furniture was well maintained and nothing was damaged. Wo basis pei mai daily labours ko guide karta tha. “Ki dekho yahan pei bahut naazuk cheezein padi hain. Inko touch mat karna. Yei toot jaengi.”
[I would inform the laborers daily that if something breaks, we will have to foot the bill and pay for the damage.]
Through this I got another contact. There is this hospital called Ruby Hall in Pune. I was given the contact of the project manager of the hospital.
So, one never knows how many sites you will get through one referral. But if someone trusts you and gives the responsibility of his house and the furniture to you, and you take care of it for the next fifteen days, that gives a very good impression of a professional Asian Paints’ service.