EMAAR - MEETING REQUEST WITH CHIEF EXECUTIVE OFFICER

Emerald Hills Owners Welfare Association

KULDEEP KUMAR KOHLI

PRESIDENT

Mr. Sanjay Malhotra,

Chief Executive Officer,

Emaar India,

Emaar Business Park,

MG Road, Sikanderpur Chowk,

Sector 28,

Gurugram – 122002

sanjay.malhotra@emaar-india.com

Resected Sanjay Ji:

Greetings

I am Kuldeep Kumar Kohli having taken over recently as the President of Emerald Hills Owners Welfare Association from my senior Col. Asthana.

I have never had the pleasure of meeting you but your team headed by Namita ji and others from the projects have been very kind in discussing with us very regularly on the compensation issues and the issues related to construction of the different projects and delivery of the same and indeed we are grateful to you for the efforts being made by you and your team in resolving the various issues related to construction, deliveries, compensation, HVAT, GST etc.

We would like to meet you personally on any day convenient to you during this week to discuss certain issues which have been raised by me in my recent communication. The issues are of serious nature and require your kind and personal indulgence. We shall be grateful for your valuable time, on priority.

There has been a visible difference in terms of construction on site in respect of different projects, though the schedules being given each time are slipping in terms of target dates.

I along with the respected members of the Governing Council was there in the last meeting to monitor the construction activities with your respected team members held on 17.6.2018 at your Project Office and had to leave a little earlier because of my illness but it was indeed a pleasure meeting all of them from the Projects. 

It was good to know their positive intentions and seriousness to ensure quick deliveries and though we were in disagreement with the reasons being given by them for the delays on delivery as promised during the last meeting but their attitude and their body language meant business. Their Honesty showed Emaar cares about their customers and their needs and I am confident that your willingness to help the customers will get you the results you are looking to achieve. They were transparent and open about both their strengths and weaknesses.

We have now requested your team to provide us the definite dates against the targets fixed for the construction. This may kindly be provided to us on priority enabling convey the same to our respected members.

People tend to have been buying Emaar product on emotion, not logic. The challenge your business faces is that when its product arrives on the customer’s doorstep, those customers be impressed with the quality of the product to justify their purchase. Talking a good game and turning around and selling a low-quality product is sure to draw negative reviews, leading to mistrust and decreased credibility in the market and by low quality here I mean quality in terms of not only construction but timely delivery and the behavioural pattern of your team members with the buyers directly.

Sir, you will appreciate that Trust is a by-product of a commitment to quality and excellence. If you can deliver the right results to the right people over the long haul, they will come to believe and trust in your product and service offerings

When your prospects and customers trust you, they are more likely to buy from you. When you have their trust, you can also command a reasonable price and boost the lifetime value of each customer.

But building trust doesn’t happen in a vacuum. You have to remain consistent in your messaging, understand your buyer personas and deliver on your promises over time. Only then will you become the go-to provider in your niche.

There is a tremendous upside to building trust in your brand, but it takes time and specific strategies. And one of them is being accessible.  It is nice to be meeting Namita ji and her legal and financial team and they have been accessible to the Governing Council.  It would be highly appreciated if the buyers are also allowed to interact with your team members directly.  The general impression of the buyers is that whenever they visit Emaar, junior people from the Emaar offices meet them and are unable to provide a proper reply to their queries or issues.  It would be greatly appreciated if this issue could be resolved on priority. 

Customers often have questions, and if there’s nowhere for them to go to get their queries answered, or you don’t respond in a timely manner, you could begin to lose credibility.

I personally feel Emaar should bring value to your client.  I am sure Emaar puts its customers first and not the revenue first?

All the issues which have been raised by me in my last communication, for which I am seeking a meeting with you along with few of the respected members of the Governing Council and three or four buyers, may make Emaar pass on certain revenue to the buyers, which they are legally entitled for but I feel it is the duty of Emaar to respect the laws of the land and care more about their customers and not the minor revenue.

Emaar has maintained a consistency in not delivering the projects on time and I do not wish to list the same here as it is well within your knowledge but we the buyers expect a similar consistency to be maintained in payment of what is due to the buyers because of this delay.  Making this payment and showing consistency in this will help increase the overall brand value of your company reinforcing your position in the market place, attracting better quality customers with higher retention rates and raising the perceived value of your products. You will appreciate sir that your actions and behaviour towards being perceived as dependable, aggressive, and helpful would go a long way in building your brand value. Yes, Namita ji has made some serious efforts in this direction and we expect some more positive and quick actions at your end for our members.

Sanjay ji, I await a response from you for a meeting on priority.

Warm Regards

Yours faithfully

KULDEEP KUMAR KOHLI

PRESIDENT

EMERALD HILLS OWNERS WELFARE ASSOCIATION

Copy to:

Ms. Namita Mehta

Chief Service Officer,

Emaar India,

Emaar Business Park,

Sikandarpur, Gurgaon

Namita.mehta@emaar-india.com;

Mr. Ashish Kabra,

Chief Financial Officer,

Emaar India,

Emaar Business Park,

Gurugram – 122002

ashish.kabra@emaar-india.com

Shri Sanjay Kumar,

Head Development, 

Emaar India,

Emaar Business Park,

Gurugram – 122002

Sanjay.kumar@emaar-india.com