Customer Satisfactions

I'd like to share a recent personal experience that taught me a valuable lesson. It's a short story about my new apartment. After paying 95% of the total cost, the builder instructed me to communicate exclusively with his employee for any future matters. Nearly a year had passed since I made this payment, and I realized that the promises they made were not being kept.

Whenever I posed questions or concerns, the employee always gave evasive answers, consistently providing the same excuses. Frustrated with this, I raised my voice a little and mentioned that even their boss wasn't responsive (in Tamil: "Antha Alu"). This seemed to provoke the employee's anger, as he retorted that I shouldn't address him in such a manner, comparing my tone to how one talks to their subordinates.

I replied by explaining that since I had engaged in a significant business deal with him, he was essentially my point of contact. I also emphasized that if he were an employee, my approach would be different. I'd treat any customer's valid product or service complaints with respect.

Following this incident, I noticed a lack of appropriate responses to my legitimate queries and concerns related to the apartment. However, I was astonished when the boss replied within 60 seconds specifically to the remark I had made about him and his employees. It made me realize how misguided their priorities were.

On the same day, I organized a Zoom meeting with our management team. I decided to actively seek out dissatisfied or angry customers who had service-related issues within our organization. My aim was to engage with them over the phone and ensure they received the necessary support, regardless of whether they were small or large clients. This experience taught me that we should focus on improving our services and rectify any wrongful behavior from our employees promptly.

In conclusion, this incident served as a significant lesson. I've now implemented a new approach within our company, emphasizing the importance of addressing customer concerns and supporting them effectively, irrespective of their status or the nature of their complaints.