Carpenter speaks CRM :-)
Ramesh came to bangalore from a small town in UP called gorakhpur 13 years back with absolutely no knowledge about anything.He had a big culture shock, he did not know the language,did not get this favorite food and most importantly did not have his family around.
He started working under a small civil contractor and did helper's job for his carpenter.He gradually learnt the art and now has become a renowned carpenter.In this 13 years not only did he mastered word work but he also mastered some of the most finer points of customer management.
He came over to fix a main door lock of my flat at 7 on a sunday morning ( even god's would be sleeping at that time on a bangalore sunday morning:-) ). He then started taking the measurement and started putting holes with super precision.He kept the lock and adjusted the position and drilled the wood and then placed the lock and tightened the screws.My front door had a new lock within minutes of ramesh's arrival.
While working on the lock, he had something really important to make.He started saying that his living depends on the precision.Even a 1 mm difference could lead him to starvation.There is no point in doing a work in haste, a low quality work would surely have an impact someday.He strongly emphasised the fact that customers are gods and they need to be happy always with his work.
He said timely delivery of a bad quality work would lead us no where , a good work even marginally behind the schedule will keep the customers happy.They would wait two extra days rather than having a shaky door for life. :-) [ Hope the managers working in IT are hearing this].
These days we give a lot of importance to delivery schedule and compromise on the quality ( atleast companies into IT services do this). It's always a trade off between time and quality.Hope we deliver better quality and keep customers happy rather than delivering a faulty product well ahead of schedule.
Labels: My Thoughts
posted by Vasudev Udhatya @ 6:53 AM
Comments: 4
