Customer service is about customers, not about the content, technology or industry in which those customers operate. This is a very important thing to understand and accept if one is not to fall into the trap of feeling that somehow our own industry is so unique that the lessons learnt in the airline, hotel, BPO, IT or hospital businesses are not applicable to us. If we deal with people, lessons learnt in any industry that have to do with people, apply to us and we would be very foolish to ignore them. Customers and people and people think holistically. When we experience bad service on board a plane we compare it quite happily (albeit sometimes unconsciously) to the overall service standard that we are used to in our own environment and feel proportionately bad about it. If we come from a country like Singapore where the quality of service is generally very superior, we will tend to feel highly dissatisfied with bad service. But someone who comes from another country where service standards are generally pretty low, they may find the same service to be acceptable because their expectations are so low to begin with. When experiencing on-board in-flight service, we don’t compare it only to our experience on other airlines. Even people who are flying for the first time feel dissatisfied with poor service. So, lessons are transferable.read more
In life, only winners are rewarded. So the first requirement of winning is to be passionate about winning. To realize that a real win is one that is gained fairly, with integrity and without harming anyone. Only that is a win.read more
They called it freedom. And freedom is a good word, so we thought nothing of it. Freedom to do whatever they want, to be themselves, to express themselves, to have space; they called it. It sounded like a good thing. After all don’t we all believe that the fight for...read more
They say that reading biographies is perhaps the best way to learn real life lessons. That is because a biography is a record of practice. Of what worked and what didn’t. The life of Muhammadﷺ is perhaps one of the most well documented in human history. Here was someone who in a period of 23 years, took his people from being the weakest, most despised and oppressed in their community to being the leaders and role models in the same community. And he did all that without lies, cheating, corruption, violence or bloodshed. My question is, ‘Would you like to know how to do that? Would you like to know how to bring about not incremental but transformational change in your society? Then read the life of Muhammadﷺ.’read more
It was early morning and the forest was filled with birdsong. A Shama (White-rumped shama – Copsychus malabaricus) alighted on a twig facing me, scarcely five feet away and gave me a personal recital of his song. I wanted to photograph him but decided only to let my memory do the job for fear of scaring him away with my movement. The Shama has a black head, a brown waistcoat and a black tailcoat with two long tail feathers. On the back is emblazoned his white shield on which he hasn’t inscribed his coat of arms yet. The white shield on the back is very striking. But above all this, what impressed me was his attitude. Confidence, curiosity, friendliness. He came, he saw, he sang and he conquered my heart.read more
When you reach the final lip be prepared to have your breath taken away. For as you climb over the top, you suddenly see Devariya Taal spread before you. Set like a jewel in the middle of what you may take to be a golf course. So closely has the grass been cropped by the sheep which graze there. The lake is green with algae as the water is still and has no flow. It is really a collection of rainwater and snow-melt and perhaps has a spring or two at the bottom. So in the summer when the sun is bright, algae has a field day and the whole lake becomes a dark green in color. Devariya Taal has a lot of fish, mainly carp, as far as I could make out. Some fairly large…..Read onread more
Kabini River Resort on the bank of the Kabini Reservior, bordering Nagarhole Tiger Reserve. I am in the Gol Ghar (which is actually rectangular) at tea and snack time after the afternoon safari.
“What did you see?” asked an American who had come to Kabini for the first time.
“Nothing. Totally dry. Five safaris and we saw nothing,” said an extremely bossy Indian woman whose rude behavior was on display wherever she went with the saving grace that nobody was exempt from it. One must be grateful when people with bad manners display them equally for everyone.
We returned with the light started failing and we had to get out before the designated time. “Did you see anything?” they asked.
“Yes,” we replied. “We saw a tiger.”
Nothing else, only a tiger. So, did we see anything or didn’t we?read more
It is in the nature of extraordinary goals to inspire extraordinary effort. Nobody rises to low expectations; people rise to high expectations. It is essential that the final result is visualized clearly and is as real as possible to the person who sets out to accomplish it. The more desirable the final result, the more people will be willing to take the inevitable drudgery and the mundane, which is a major and essential part of all endeavors. It is the promise of great reward that drives the soul when the body has passed the boundaries of exhaustion. It is the expectation of that which is dearest to the heart that holds the hand when the night is dark and cold, and you are alone.read more
If liberty means anything at all, it means the right to tell people what they do not want to hear. ~ George Orwell
India has changed. I hate to say it, but that is the truth. It is no longer the nation I grew up in. The question is, ‘Do we want to continue to remain silent and allow this to happen? Or are we going to do something about it?’ The greatest strength of the corrupting forces is the silence of the good people.
As Martin Luther King Jr. said, “Cowardice asks the question – is it safe? Expediency asks the question – is it politic? Vanity asks the question – is it popular? But conscience asks the question – is it right? And there comes a time when one must take a position that is neither safe, nor politic, nor popular; But one must take it because it is right.”
That time has come. It has come for each one of us in India and for each one of us who calls himself or herself, ‘Indian’. We are not at a crossroad. We are at the brink of the precipice. If we go over, there will be no return. I am not sure that we are, even now as I speak, able to reverse what we allowed to be started. But I don’t want to die without having tried. I debated long and hard with myself about writing this article. ‘What is the use? Who cares about what I say? Let people choose whatever they want? Who will change because of one more article? After all there are several people today who are writing more or less the same things.’ I said all these things to myself and then concluded that it is not about them. It is about me. In that place, my heart is at rest.read more
The tea plantations of the Sub-continent are a unique environment, be that in South India, Assam or Sri Lanka because they represent a completely artificial man-made community. The areas where tea is grown were, until a hundred years ago, pristine rain forest. This story is one from my time there between 1983 – 1993. I hope you enjoy it.read more
One of the first things that strikes you as you enter any ‘Tea District’ is the tea factory. These in many if not most cases are over a century old, build entirely of wood on a structure of steel girders. The machinery, especially in the Orthodox factories is fit for...read more
Why do you have a burglar alarm on your car or home? Not because you believe that no burglar in the world can get past it. But because you know that burglars, very sensibly, always look for easy gains. The reality is that if someone really wants to break into Fort...read more
There are many reasons why bright and highly competent professionals choose to work for family businesses over working for global MNCs.
One of the most common reasons that professionals join family businesses is to be close to the seat of power. It is the nature of the family business that key professionals get maximum exposure to the family. This is a source of satisfaction for many professionals for whom a personal touch is important. Being able to influence significant outcomes is more satisfying for some people than doing it themselves. Being king maker is more powerful than being king. In global MNCs actual personal contact with the CEO is rare indeed even for many senior managers. In a family business it is almost daily and at a close personal level.
Another common reason is generally a slower pace of life and more rational working hours. As technology becomes our slave-driver instead of being our servant, this is more and more true. Most managers who work for global MNCs in the East have superiors, key clients and even colleagues who live and work in the US or Europe. So, conference calls which are ideally suited to their timing are the norm. That means the Indian manager must be hooked onto his computer talking shop while all others about him are eating dinner or playing with their children or fast asleep. Yet next morning he must be back in his office in India at 0830 like every one of them.
Another reason is the traveling. Once again it is the Easterner working in the global MNC who does most of the travel. More so as travel has become more and more odious and less pleasurable with all the security considerations. ‘Going abroad’ which used to be a major reason why young professionals joined global MNCs soon wears out its novelty and becomes a drudge. It is not just common but an expectation and a norm that someone from India will take a non-stop or connecting flight to the US (18 – 20 hours), land in the middle of the night in his hotel and be ready to attend a meeting at 0800 am the next morning, bright eyed and bubbly and never mind the jetlag. I have done this myself enough to know from experience how much of a toll it can take on you. One does it for a while for a lot of reasons, but after that?? So people look for jobs where the only travel they will do is from home to office every day or at the most a couple of convenient domestic flights a month.
It is a no brainer to say that there is no family in the world that can continue to provide all the knowledge, talent and energy it needs, to fuel the growth and development of their business, indefinitely. Yet it is amazing to see the usual reluctance to bring in outside talent, even when it has become abundantly clear that the business will flounder if the knowledge and skills that are needed are not provided in a timely manner.read more
Fake news is the bane of our lives and believe it or not (and MIT study, no less, proves this) it is so-called well-meaning people who spread it faster than any bot. Are you one of them? If so, cease and desist.read more
Let me introduce you to the tiger. He is not an animal. He is not a spectacle. He does not exist for your pleasure or like all politicians, for photo ops. He is not living in your land, you are encroaching on his. The tiger (gender neutral term as it refers to the...read more
All praise and thanks are due only to Allahﷻ alone and peace and salutations on our Master Muhammadﷺ, the last and final messenger of Allahﷻ. قَدْ كَانَتْ لَكُمْ أُسْوَةٌ حَسَنَةٌ فِي إِبْرَاهِيمَ وَالَّذِينَ مَعَهُ إِذْ قَالُوا لِقَوْمِهِمْ إِنَّا بُرَاء مِنكُمْ...read more
Out of sight, out of mind is an old proverb that applies very much in corporate life. This refers both to being physically away from the corridors of power and those who walk those corridors as well as being in physical proximity but so silent as to become invisible....read more
A language, any language, is not simply sounds and script characters which represent thoughts. A language is the soul of the people. It is the vehicle which connects their past to their present, their present to their dreams. It is the means by which one generation...read more
The killing shot is just behind the shoulder. Aim for the spot behind the elbow and your bullet will tear through skin and muscle, enter the rib cage and pulverize the heart. If it gets deflected by a rib it will still go through the lungs and graze the heart enough...read more