(Have a video recording also of this scenario- Tanmay)
- I had newly joined and that back then I did not have much idea about things, the process, procedures, etc. At that time our product Nilaya Wallpaper was not making much sale, so we were told to pitch that wherever we go.
- There was a customer who had called us again for a small touch-up work. After we went there we did the touch-up work and then he said for one wall you do a texture painting for me. We had even finalised the texture for him, and it was costing him Rs 7.5K. So we were going to start the work. The customer was a bachelor and he told us that he won’t be able to stay in the flat, to overlook the work as he had to go to work. Hence he did not want a lengthy process and a process that involved dust and sand work (dhul mitti).
- So that is when I suggested him that he can get a wallpaper done instead of texture as the later will still take 1-2 days of work, and texture also requires base preparation. He agreed for that and came to see the wallpaper, and then said that with this wall you also do a wallpaper on the wall of living room.
- At that time I did not know that even do put the wallpaper you need to apply base preparation. When the contractor visited the site to start the work he told me that the wall had many undulations, and we will have to do putti on the wall.
- By then the customer had already ordered for the wallpaper and paid the advance. For the first wall I convinced him that it’s just one wall so there wont be so much problem of dust. But when we started there was a lot of dust and mess.
- The solution I gave to resolve his problem became the opposite of that and the idea failed completely. The customer was very hyper and irritated he was like what I had feared would happen, that is exactly what is happening right now.
- The customer was completely mad at me, he even asked me to stop the work and return his money. He even complained to the dealer that you have sent such an associate who has no knowledge or experience of this work.
- Since the customer had a problem with the dust, I told him that we will clean the place before and after work and he won’t have to face any issue regarding the dust. I also spoke to the contractor about this, the painter would mop the entire house before and after work.
- Generally, we would just do basic cleaning but here I made sure that the home was spick and span after work every day. I knew that dust will be there every day, hence every day I would ask the painter to first clean and then start the work and, in the evening, stop the work before an hour and get him to clean the entire place.
- When this happened for 2-3 days the customer became relaxed/calmed down. The same customer who dint want much work to be done got wallpaper for three more walls, two in his living room, 2 in the bedroom, and one in another wall, so in total, I made a sale of Rs 76,000 of Nilaya Wallpaper. Started with billing of Rs 7600 and did work of Rs 76000.
- The customer even referred me to his friend and over there also I made a sale of around Rs 30,000 of Nilaya Wallpaper and later to other friends as well.