Recently, I encountered a challenging situation that turned out to be a great learning experience. Although it’s not a topic people typically discuss, I believe it’s important to share this story with you, especially considering the valuable lessons I gained from it.
Last weekend, I found myself in a predicament where the drainage system in my house was blocked, and the chambers were on the verge of overflowing. We called in professionals to address the issue, but despite their efforts, they couldn’t resolve the problem. Unfortunately, we ended up spending a considerable amount of money with no solution in sight. Eventually, we decided to seek assistance from another professional who agreed to handle the drainage from the chambers for a fee of 1,000 Rs.
As promised, the next morning, the professional arrived with the necessary equipment. He efficiently pumped the drainage into his truck, clearing the chambers. It was a relief to see the work completed as expected.
Throughout this entire process, the professional observed silently, refraining from making suggestions. Once he had finished pumping the drainage, we noticed that the chambers were rapidly filling up again. If the flow continued, they would soon overflow. This left us with no choice but to request permission to dig up the road and replace the pipes. We started estimating the exorbitant cost involved, realizing it would be a significant financial burden. However, we had no other option but to proceed.
We asked the professional if he could connect us with individuals who could provide such services, to which he responded that if we wanted to pursue that route, he would be able to take on the work himself. This assurance eased our worries, as we had at least crossed one item off our to-do list.
But then, the professional surprised us by offering a different solution, one that was not initially on our radar. He utilized a vacuum pump to forcefully remove the blockage, successfully clearing it within five minutes. We tested the system by flushing water, and the problem was completely resolved.
Now came the time for payment. The professional asked for 4,500 Rs for the entire job. We initially discussed 1,000 Rs, but now he was charging significantly more. He justified the increase, explaining that the initial 1,000 Rs covered only the drainage extraction, while the remaining 3,500 Rs accounted for the successful resolution of the problem, which had not been previously mentioned. It felt like a fine print situation for us. He went on to elaborate that opting for road excavation would have cost us over 10,000 Rs, excluding the material expenses. In contrast, by choosing his solution, we not only saved money but also avoided the mess associated with roadwork.
It made me wonder why he would provide a solution that ultimately meant he was losing money. He justified his pricing, acknowledging that for an additional 5,500 Rs, he would need to work for another four hours, creating a messy situation on the road. Instead, he was content with earning 4,500 Rs and potentially receiving a few more service requests that day, allowing him to solve more community problems.
In my opinion, it was better to forego the extra income in favor of providing a solution that offered a better customer experience and saved crucial time for the business.
He efficiently resolved the problem within an hour and promptly left the premises. Some might argue that he made quick money, but I believe he knew what he was doing. No one would have paid him 4,500 Rs if he had provided the solution within the first minute. He only provided it when it was absolutely necessary.
In conclusion, this experience taught me the importance of considering the bigger picture and prioritizing customer satisfaction over immediate financial gain. Sometimes, the most effective and efficient solutions may not be the most profitable, but they leave a lasting positive impression on those involved.
Lifelong learning :) 