After saving some dough, and little thought we ordered an air conditioner. As usual, there were couple of brands available in the market. At first, the decision was to  Voltas, but after reading the Amazon review, opted to go for higher priced Bluestar, without reading any customer reviews.

This was bought from QRS shop, a leading shop in Trivandrum which sells T.V and household goods and electronic goodies.

After we bought the AC, we had to wait for two days ( Sunday and Hartal day). Finally, by 11ish, two young chaps came to install the A/C. The remaining part of the post is from my observation on seeing this installation process and two other AC installation services

I hope the suggestions will be useful, probably to improve the service or delight the customer.

Here are the feedback after seeing multiple installation works

1. The process of installation often starts with a call from the agency which send the team of two to the site. This time too, we had to repeat the repeat the address. WHY can’t they get it from the original bill? Okay, probably to reconfirm or ask for landmarks.

2.  Customer care didn’t ask if the room had a air-hole or ventilation. Most houses in Kerala has ventilation, so what will they do to seal it? Will they use the thermacol which comes with the packing box for sealing the air hole. ( It was done in the earlier installation and there are gaps)
Does the customer go around looking for thermacol from the boxes. In case it’s discarded, what is the next option – run to the store to buy themacol sheets?

This time, they said installation cost is Rs 500. Why can’t they tell us beforehand about things required for the installation – ladder, plastic cover,  clamps ( if required), and broom.

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The team of two guys who came for the installation started with the unpacking of indoor unit. After taking it out, one of them climbed on the table which was kept right below the place meant for installing.

Next, a guy asked for a plastic cover. I didn’t know what it was for. I found the bubble wrap cover used in packing the voltage stabilizer. He said it’s fine. Next, he sticks the cover to the wall. ( I like this idea). The plan is that while drilling the wall, the dust will fall inside the cover.

Last time when we fixed a A/C, the fellas kept few newspapers down. Also, I remember how the guys where talking loudly, shouting at higher pitch that would be necessary. This is a nuisance to the household folks, especially when a classroom was happening.

This time, the technician guy was on the call, with a ear plug fixed to his ear. At one time, I thought he was asking me something. DAMN! When you work, just work.

 Pls no multi-tasking, like most cab drivers in Bangalore. ( on a side note, I wonder how most Ola drivers talk incessantly over the call, once the cab get’s going. I wish they was a comment section – DRIVER ON CALL DURING TRIP)

Back to the A/C Installation story!

At the time of installing the outdoor unit,  I had to go my neighbor’s house to get a taller ladder. Struggled to lift it. Can these guys do a bit to help! Okay I understand, it’s not part of your duty! But, if you’re interested to delight me or anyone. Probably, any generous work can get rewards. Karma!

Again drilling sound followed. Outdoor unit is fixed. I had to search for two bricks, probably to keep the unit on top of it.

Soon, they were rolling the wires, taking their stuffs, etc. Finally, the senior, explained to me about the options in the remote. Use the cool option to get cooling, etc. At least, he took time to explain me that part. Last time, there was no much explanation. Paid the installation fee and 200 bucks as tips for the  service.

NEXT MY TASK!

1. Ladder they used to climb to the sunshade was left in the same position.
2. The dust and bit of brick pieces has fallen on table cloth, on the floor and windows
3. Bits of wire were all strewn on the floor.

How to delight the customer!

1. Avoid loud talking at customer’s place or using phone excessively
2. It’s best to introduce themselves before they start the work – Tell your names, the agency they are part of and brief us about what all they would require.
3. If a ladder is required – help the customer to get it from the attic, or from the neighbor’s place.
4. CLEAN after the work. Can’t leave all the dust around. That’s not a professional attitude.
5. Come prepared with a cover to collect the dust. That will save customer’s time in searching for a cover.
6. Smell good. Spray deo. ( Extra goodness 🙂 )
7. After the A/C is installed, you can close the windows and make the customer feel the coolness. Make them feel proud of that they have bought.

At the time of leaving, one of the guy said that there’s free service after completing 6 months. Good that he said. But, as a typical customer we might forget it. Suppose he says – you’ll get a call from our side to remind about the FREE service. How would that be customer delight experience!

Thanks!