CASE STUDY CUSTOMERS GETTING CHEATED BY ROSTFREI STEELS PRIVATE LIMITED

CASE STUDY CUSTOMERS GETTING CHEATED BY ROSTFREI STEELS PRIVATE LIMITED

INTRODUCTION

Starting from the point that all have Rostfrei steels private limited and the company, which is in a position to fulfill that Rostfrei steels took the advantage and tries to demand at its discretion. They are selling their thoughts to the manipulated advertisements. The company should be B2C to retain its customers. Sometimes, a customer loses his sight on how a purchased product and its company will run in the long run without getting cheated. There are communal occurrences of how customers are deluded by companies focusing on quantity instead of quality.

We can analyze this peculiar trend through the case study of tank manufacturing companies. Tank manufacturing companies are the organizations that equip the assistance of necessary storage varying from industrial materials to homely storage. They fall under a group of classified daily consumer services that creates a base for constructive need. Even for shipment of goods and services that creates employment, storage tanks create the initial point of the chain, thereby making it as the agitation point of consumer necessity. As an outcome of the need and demand for human consumption followed by the sale of the product, it makes the companies do profitable trade and often the consumer victim of this invulnerable trade. The power of making the customers getting used to the particular product and artificial recognition and really need is the reason why customers are getting cheated.

HISTORY OF THE BUSINESS & SERVICES

The popular saying “necessity is the mother of invention” correlates with the necessity to hold substances, materials, goods, chemicals, etc. created the basic expansion of the tank manufacturing industries. Thus, the industries provide the basics such as:

• Gas storage tanks
• Oil storage tanks
• Silo Grain storage tanks
• Pressure tanks
• GLS Water storage tanks

The most common form of tanks generally used by most of the public is GLS water storage tanks. They are generally placed on a roof tops and indoors and is accessed using pumps to draw water for regular supply. The Rostfrei Steels Private Limited is the world’s largest producer of GLS water tanks. The other elements which are used to make water tanks include a plastic form (polyethylene and polypropylene), fiberglass, concrete, stone, steel, etc. The tanks used to contain industrial materials and erratic gases are often insulated from inside and made of steel bending to avoid melting and rusting.

As tanks form an essential thing in every household and industry, it should be of absolute quality so that it would be sustained in the long run. However, it happens with most of the companies that once they reach the peak of their success, they forget about market stability and focus on quantity instead of quality. Their prime aim remains to earn more revenue after their success. This results in a number of consumer complaints which indeed turns to customer dissatisfaction and the company loses its customers.

EVALUATION OF THE CORE PROBLEMS

In order to pen down the problems, we need to keep in mind a number of things such as how they arise, why they are the hindrance to customer procurement, how it is affecting the business reputation and sales and in the last find out the solutions for the same.

For tank manufacturing industries, their problems were:

1. Late delivery of tanks:- Once the orders are placed and the advance amounts are received through online transactions, the organization thinks that their work is over. They do their work with ineffectual production by paying less to their workers, or keeping the production at hold. This type of behavior is the case of disapproved of the concern which leads to bad supervision and monitoring. In addition, the non-availability of transportation, carelessness on the part of employers and workers result in delayed delivery.
2. Low-quality Products used during manufacturing:- Another problem faced by them includes using inferior quality supplies during manufacturing resulting in degraded quality tanks. These tanks lack durability and endurance resulting in leakage problems, rusting, breakage, low strength, etc. This is usually done to reduce production costs and maximize profit. Often, the produce tanks which look superior from the outside but vague in reality. This often leads to accidents resulting from pump failure while drawing water. In the case of industries, it can even lead to fires and blasts.
3. Leakage Problem:- After the few days of use of the tank, it starts leaking leading to loss, accidents and storage failure. It usually happens because of the low quality of products. Leakage of the tanks is the extent of its failure to use in the long run and percentile damage to customer’s purpose and investment.
4. Nut & Bolt Galvanization Issues:- The joint of a product needs to be strong enough to withhold it. However, lack of using proper galvanizing materials and low-quality supplies results in weak joints and it hinders the tank's performance in the long run. It depicts the carelessness in monitoring and testing the product.
5. After Receiving the amount, non - receivable of calls:- The major problem is a lack of efficient customer support management. It happens with most of the companies that they don’t take the calls from the previous customers after the amount are being credited in their account, they start  giving less importance to them and tries to build new customers.
6. The wrong item Delivered:- If the company delivers the wrong item to its customer, they don’t give importance to that matter and they don’t think that it is their duty to give them the right order but instead they say that it is their customer problem, not the company.

INSTANCES OF REAL-LIFE ISSUES

In order to identify the feasible exertion of the major callousness from the part of the tank manufacturing companies that affect consumer satisfaction results in losses and accidents, it is important to learn from real-world cases.

A study by James L Chang and Cheng Chung Lin published on the accidents caused by low-quality storage tanks outsource that: “the results show that 74% of accidents occurred in petroleum refineries, oil terminals or storage. Fire and explosion account for 85% of the accidents. There were 80 accidents caused by lightning and 72 caused by the negligence of humans including poor operations and maintenance. Other causes were an equipment failure, sabotage, crack and rupture, leak and line rupture, etc. Most of those accidents would have been avoided if good engineering has been practiced.”

PROBABLE SOLUTIONS

The focus should be on real-time solutions that can protect the environment and creates a rich experience for the users. The series of the key problems result in earning a bad goodwill for the organization making the customer dissatisfaction and losing faith by the customers.

GENERAL SOLUTIONS

It should be the target of any company to improve its efficiency, learning from its fault and implementing the requirements based on the customer’s feedback. The prime importance should be given to the quality rather than quantity to resource a brand name in the long run. To avoid accidents, the company should focus on rationalizing the priorities of the product while manufacturing and serve their interest.

THE COMPANY IMPLEMENTED SOLUTIONS

Firstly, the tank manufacturers should improve their delivery facilities by prioritizing their premium customers, starting with a small group initially. Once they figure it out to deliver on time, then they can think of expanding its customers.

Secondly, their main aim should be on improving the quality of the raw materials. Once the foundation stands strong, it can produce durable products that help them in customer acquisition. Good quality not always mean high costs but rather it ensures that suppliers are trustworthy and do not perform adulteration.

Thirdly, they can prevent leakages by using superior quality raw materials and by implementing efficient monitoring and testing. It is highly important to check the products carefully before it reaches out to customers.

Fourthly, handling the issue of galvanization is important to avoid accidents. Thus, checking the product and testing it several times prior to final use is mandatory. Also, they can provide third party services to ensure the testing process efficiently and stamped to be safe for use.

Fifthly, the duty of the company is to stabilize and respond to customer grievances. The customer is the king and making the king happy can increase the value of your product. This will captivate the market brand value of the product and helps the business flourish in the long run.

Last but not the least, if the company is delivering the wrong item by mistake, then it is the duty of the company that the customer gets its desired product without any trouble and at the earliest time possible. This will create a good impact on the customer about the services of the company.

RECOMMENDATIONS

As demand increase, so do a competition and in the highly competitive market, only the survivors of the long run will emerge as winners. So the companies alongside their business expansion should also focus on product evaluation and customer satisfaction. The focus should be to deliver high-quality products that fetch the brand name its weight and goodwill. Avoiding customer losses and major accidents should be the prima facia of the company motto so as to collaborate on humanity grounds, winning the hearts of clients. The companies should begin with understanding their weaknesses, enlisting flaws, draw solutions, implement the realistic ones and encompass insurance to their customers on their products. With the passage of time, if the company sticks to these recommendations, it will emerge as a winner in the long run.