I have occasionally used Urban Clap services for AC servicing, Plumbing, RO Servicing, etc. and had been reasonably satisfied with the service and cost effectiveness at which the services are provided. But this was till last week! Last week my perspective changed - the old maxim’Buyer Beware!’ hit me.
I engaged the services of painter and carpenter last week for a small flat at Gurugram and my experience recounted below may provide some insights on engaging UC services.
Painter for painting a 1BHK flat
On fixing the appointment a painting supervisor comes with a laser pointer to measure the dimensions and provides with an estimate of approx Rs.19000, Rs.22, 000 and Rs.26, 000 depending on the material we choose The visit was followed by a visit of the Vendor who recommends few alterations and increase in scope and I finally agree for a service which would cost me Rs.40, 000 As agreed between us, the painting service commences on the day it is scheduled though late by few hours as his team reaches late. However, this time the painting team is accompanied by a completely new person sub-vendor. On inquiry from the team who are involved in the actual work, it is now revealed that the team are also contracted on a need basis and are not employees of the sub-vendor. For the 4 days during which work was completed on a 12-hour shift, we came across 6 painters with only few coming on a daily basis.
So now we have multiple parties - Urban Clap Supervisor(UC-S) Main Vendor(MV) Sub-Vendor(SV) Actual Painters(AP)
So far so good - except that more than 2 layers only added the margin and therefore additional cost to me. The problem unfortunately did not limit to additional cost alone. It also spilled over on the quality of job done. The specifications provided by me were passed on by UC-S to MV. From MV to SV and from SV to APs. The result was no different from the game of’Chinese Whispers’!
Even though the final result was supervised by the UC-S and given an All-clear for release of payment to the MV, I could, with my lay-man’s view point out several quality issues including patchy work, undulation in the wall, use of different types and sizes of brush giving a different look and feel in the same wall, use of white color in place of off-white, etc. Based on my assessment, the view of UC-S, MV and AP changed and there was scurry to add additional patch-work on the patchy job!
And finally, the blokes wanted me to give them 5-star! I suppose most give. Even I did with a resolve that I would be writing this blog and sharing it on social media.
In the end, I was fed up with the turmoil and wished had continued with close supervision myself and passed on direct instructions to the APs to get the desired result. Better still, hired the same local painters from the nukkad as was done by the SV in my case, procured raw materials and got the work completed. A better work and at less than half the total cost incurred by me.
Lessons for UC(in case they are keen on listening; I will nevertheless take a chance on sounding the customer’s view-point) - The UC-S should not be incentivized for 5-star rating. Rather, they should be rewarded based on fresh engagement with UC. More repeated orders of service from UC, the more incentive should be available to the older handlers. This would ensure that UC-S takes interest in a lasting customer relationship from customer-delight. Alternatively, regular service audit by a separate team would be desirable There cannot be more than one intermediary while providing service of such nature. Meaning the MV should directly engage APs and not through SV. UC-S should be involved in how MV engages APs As was conveyed to me, that UC plans to engage partners directly. This may help in terms of better service quality but impact on the cost-effectiveness of the services offered. Also, the primary advantage of comparable pricing vis-a-vis local service providers may go away. After all, UC will always have higher overheads and hence a higher expectation of revenue(unless it continues getting funding rounds from VCs and PEs).
I do hope UC listens! If not a certain recipe of slowly brewing Urban Flop!
Misc. Carpentry Work I had booked a carpenter for a time slot of 9 - 9.30 am On calling up the carpenter to confirm that he is coming at 8.30 am, I received his confirmation Carpenter did not turn up till 10.30 am. I called him up and was informed that he has flat tyre in his bike and he would be reaching in another 40 mins. at 11 am I receive a call from the main gate of the building complexes to seek a confirmation on whether I have booked such a service. I presume that he should be reaching my flat in maximum 5 minutes(15 minutes if he decides to crawl on the ground from the main gate). At 11.30 am, there being no sign of the carpenter, I call him again to be informed that he is attending to another call in the building complex and would take another 2 mins to reach At 1.15 pm, I decide to make a complain about no-show of carpenter to Urban Clap Immediately after the complain, the UC-Partner shows up on the door he carries on doing the work and finishes off in about 2.5 hours. The saving grace was that the quality of work was satisfactory.
Lessons for UC Once the UC team leader draws up the day plan for day for the UC service partner, he also needs to follow-up with the partner on the timelines. It is very easy to track a person’s location on smartphones these days Needless to add, several points from the above like service audit, surprise checks, etc would help
EDITED BLOG TO ADD END-NOTES AND LESSONS LEARNT:
END-NOTE 1 - AFTER EFFECT OF THE ABOVE BLOG
I did receive a call from a grievance resolution executive who offered a patient listening and no new solution or redemption except for re-doing the painting(provided I was willing to go through the ordeal again - which I am definitely not keen on!). In one word, the end-result is Zilch! Even pizza delivery shops do better. Remember, the pizza is free if not delivered in 30 minutes. Urban Clap doesn’t value your time. No compensation for delayed visit by the service provider / UC-Partner. They don’t bother if your entire day is wasted.
END-NOTE 2 - LESSONS LEARNT Caveat Emptor - Buyer Beware! Ask the UC Supervisor assigned on how many channels are there and be vigilant! Read and keep yourself abreast to differentiate between what is a good job or a bad job! Alternatively, ask any friend who understands the job quality. Do not rely on UC alone or else it is akin to relying on the corner(nukkad) / unorganized service providers. Be ready to accept that the job is eventually being carried out by a representative from the unorganized sector and supervised by a supposedly service matter’expert’ from UC. The so-called expert may not be an expert at all and hence the bottom-line is - fend for yourself. Do not pay in advance - By not paying in advance for the service, you have an option of cancelling the service in case there is a delay in the service provider / UC-Partners’ visit. You will be saved from the hassle of seeking refund. Try other vendors / Platforms - What hits the most to any business venture is loss of business and that fear alone is enough for serious businesses to keep delivering better for the consumers. UC seems to have grown a tad too fast and hence the lackadaisical approach. I suggest using other services like JustDial or even the local unorganized sector could be explored.