In December, I had the opportunity to spent the whole day with Abhishek, one of our best service technicians, responsible for our Gaggenau products of my employer company BSH. Gaggenau is our exclusive brand, designed to perform exceptionally, inspiring the private chef to create masterpieces as accomplished as those emerging from the professional kitchen.
With Abhishek I travelled on the back of his bike and got to know his work – pre-installation check-up, installation as well as the hardware repair and a demo of how to use the applications to get the highest value out of it. For me as IT person, it was especially interesting to see how for example our Spare Parts applications allow our service Technicians to easily order required parts for repair.
The morning started with a briefing in one of our sales offices, giving us some guidelines how to behave at customer homes. With that in mind, I sat down at the back of Abhisheks bike, with my borrowed helmet, full of curiosity what the day will bring.
We were driving around 40 minutes to our first customer, first through narrow streets of the Bangalore, then through the heavy traffic of the bigger roads. Reaching the house of our first customer it was a bit tricky to explain my role in the whole game, but after some back and forth between property manager and owner I was allowed to enter. For the reasons of privacy I will not share any information about the house or the customer.
Abhishek was able to find the broken part very fast, ordered the required spare parts, cleaned the place up and we left everything neat and clean.
It was a long ride to reach our second customer, as it was almost at the other end of the city. Inbetween Abhishek and I stopped for a short Lunch stop, enjoying paneer butter masala :-).
At the second customer it was harder to find the entrance than the problem with the appliance - while cleaning someone left a tissue behind the water trunk of the coffee machine and so the door was not closing properly. Abhishek gave a demo session to the staff on how to use and clean the machine while I had a short chat with the property manager on how they are making their buying decisions.
We left a happy customer and head back to the city, not missing the chance to hydrate ourselves with a tender coconut.
My last customer of the day was based in Kormangala, this time a Siemens client. Siemens is also considered as high class brand in India, but surely not as exclusive as Gaggenau.
This place was completely different. Lots of construction work was happening. The owners were planning their house warming Poja in two days, so the house was full of workers giving it the final sparkle. The date of the housewarming is set by the priest, so there is sometimes a huge time pressure for the final finish at the house owner.
Abhishek was checking the left-outs in the kitchen cupboards, to make sure our build-in appliances are fitting in properly. The next day, he would come back and do the installations to make sure, the Puja ceremony can be done properly, heating the pot of milk on the gas stove.
After this, Abhishek invited me to a freshly pressed juice and then brought me back to the office safely.
I fully enjoyed the day, it gave me interesting insights and I loved to see the happy customers we left after our visits. But I am a bit afraid, that now there will be the expectation that with a Gaggenau appliance always comes a German lady to fix the issues ;-).
We have been living and working in India for a year now. If you want to know how it all began, you should read Our first week in India.
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