A very interesting customer

Case study on customer Behaviour
Period from 1993 to 2003

1. Asked for quote for local move.
2. Submitted but did not get the job.
3. After a month got call and asked to do job next day
4. When went to the house , found part of the goods packed by two other movers, which were asked to discontinue since customer not happy.
5. Commenced packing and realize customer wants us to do packing as if he is going to travel thousand of KM and worst of road like using bubble, thermocole, sheets, wooden boxes for all small items, all furniture’s to be crated including mattresses and steel Almirah.
6. On my instructions we did knowing that we are going in for big loss. MD decided to have a first hand learning since he just moved his HO from Calcutta to Delhi.
7. While packing client asked to organize removal of Air conditioner which was not part of contract. We got them removed , now client asked to cover up the hole with a particular kind of glass , which was there when he moved to that flat few years back. We asked him to give us glass , he gave us a broken piece , we had to search for three days to get similar pieces and covered up the hole
8. After packing client asked to shift which was just 3 KM away in a closed vehicle, when none exist in India. Finally agreed to move in LCV provided we do not put any thing on top of others, not even wooden box on top of other.
9. Shift took two days though this was only 3 hours work. Further cost overrun?
10. Client asked us to do unpacking in the slowest possible way. Like take out a cup and get it washed, dried and put in cupboard then take out another piece. Guess 4 packers did this for 6 days.
11. Once unpacking done , client asked us to fix air conditioner , though none provisions exist, we had to call mason , electrician etc, and fitted 3 air conditioner.
12. Since ply wood was used on the boundary of air conditioner and also mason was used. Client asked us to paint that portion and match with the original paint. When it could not be done he asked to paint entire wall. Same thing was done for all the three rooms.
13. Now client wanted us to change the upholstery of his furniture and curtains etc, since they were not matching with the paint, which could not materialize as all the samples brought by us were rejected by him and he did not have time.
14. Then client asked to fix his water purifier , while doing so hole had to be made in tiles . Client then asked to get matching tile, which was not available. On this client asked to change the entire tiles of kitchen.
15. After doing all this we got an excellent job completion report , but client refuses to give additional money .
16. After one year client called us again to move locally . This time MD gave him quote adding all the expenses of previous time plus anticipated expense of this time . This way quote became almost 8 times of what was quoted last time. On this client called MD, who was on US visit for discount, he was explained cost is towards extra services which client seeks for. On this he agreed not to seek any additional services.
17. Till date we moved him locally 4 times in the span of 7 years and today he is vice president of one of the largest white goods company


One rarely gets these kind of customers. Once he was satisfied , he compensated us in future. Also he ensured that we get more business from this corporation, where he worked.