AC Breakdown at a chawl

-

People in Mumbai are worried about the delay in the monsoon. Last year, it had already rained in the month of May. The weather was pleasant, and thus the usage of air conditioners was lower. By the middle of this month, we had already installed the number of ACs that were installed during the whole of last June. So, there is increased demand for residential ACs. No wonder, when I stepped outside today, my skin felt like it was burning.

Going into the field always helps. For those of us in operations, visiting dealers and interacting with real-time escalated customers is what keeps us grounded in reality. This enables us to channel meaningful feedback back to our teams. That said, I attended a customer site today. I had no clue about the site conditions. It was located in one of Mumbai’s chawl areas. I navigated through the narrow zigzag lanes and came across a house with a floor area of 120 square feet. Going inside the house, I realised it had two storeys. But I couldn’t find where the outdoor unit was placed!

Along with the breakdown engineer, we were led by the customer through the lanes, into a neighbouring house, and then shown a ladder. We climbed up and voila! I saw the Daikin outdoor unit, sitting all by itself. At that point, I was also looking at the engineer’s heavy tool bag, which he had carried all the way there. He soon got to work, while also telling me to use the umbrella that he had thoughtfully carried along!

Indian AC marketers are talking about increasing the current 8–9% penetration of the AC industry. My thoughts go to houses like these and then to the question: how ready and adaptable are we to install mass-produced ACs in such critical sites? How will we attend to the breakdowns of these units? Where will the trained manpower come from?

Throughout the past four months of the peak season, hardly a day has passed without customers escalating concerns related to charges. At the same time, the demand for after-sales service and customer expectations are on the rise.

We might need to move towards more detailed manpower planning and easier-to-install products in the future.

Comments

Post a Comment

Popular posts from this blog

Our visit to Shanti Bhavan - Nagpur

-
Image
Today we visited an old age home - Shanti Bhavan, Mother Teresa Ashram in Nagpur. The realization that there are complicate things happening around us was clearer today. The ashram has around 160 old age and disabled people living there. Ashram is doing great in terms of taking good care of the people. There are people in Nagpur who are visiting to the Ashram in most Sundays just to take care of the people for an hour or two, as for example I met a surgeon today, he told me that he visits here every Sunday to take care of the cleanliness of the oldies. My Experience Today? It was good. There are innocent people who are abandoned from their family. This ashram is taking care of them. I felt real proud in been engaged with such an NGO group and to those who are responsible for my upbringing that I am able to take decision & spend my time here, here with these people. At first I was just standing outside of the ashram, I had little idea of what is inside, what is the environ...
Read more

Cycle trip to Sinhagad Fort

-
Image
Today I have had a cycle trip to one of Pune’s attraction, Sinhagad Fort.   It was my third such trip since living in the historic city. The trip was around 70 Km cycling which also includes 12 km of walking and dragging your cycle through the steep Mountains. We actually started 50 minutes late than the preplanned 7:20AM. I woke up late. Badri was the co traveller; he woke me up at 7:30AM. I chose to wear half cargo & a half T shirt & of course the shoes. I also carried one extra T shirt. Sunlight was blissful at the starting & weather was cold when I left home in the morning from Salunke Vihar, Pune. We chose to travel through our common meeting point Fatima Nagar. We got tyre pressure tested and kicked through Swargate to Sarasbagh nearing to Khadakwasla dam. It should be 9:30 AM till then. Sun was going to start hitting. Since it was Sunday, traffic will be bringing up in the scenic Khadakwasla dam & to the Fort at the top of mountain. We decided to move t...
Read more

Why am I a Vegetarian?

-
I am a vegetarian for many reasons. I am one of the people who come in the 5-7% range of all the vegetarians that exists in the world. So that way, I do fall in a wonderful category of a minority! Well, past 7 years I am away from my hometown into different Indian cities & I must proudly say that I have been learning the art of respecting other people’s choice for their diet & to settle with the fact that I could not impose my thoughts onto other’s parking. It is that part which is unethical. Mine and your worlds are different. The grass is green on both sides. As a fresher, when I stepped out of my parent’s den into the real world, I would say that I had many prejudices pre-set in my mind. I remember to avoid sitting with the batch mates in the mess during the initial week just to show off that I don't eat nonveg and it is impure to do so. It was a hypocrite behavior. I am grateful that I came into my senses quite early noticing the fact that it is disrespectful t...
Read more