The Hope Forum

The Hope Forum

Welcome to The Hope Forum
Imagine a desert. That is our world. A desert of hatred, suspicion, violence and despair. Imagine wandering in this desert, throat parched, fearing enemies all around, nearing the end of your strength and just as you think you can’t go any further, you see an oasis. That is The Hope Forum. It is an oasis in the desert.
What does an oasis have that the desert doesn’t? Life giving water, shade giving trees, fruit to eat, grass to lie down on and gaze at the sky through the fronds of the trees, listening to the birds singing in the trees, the croaking of frogs on lily pads and the occasional plop of the Kingfisher when he dives for the unwary fish. The scorching life sucking wind of the desert, cools down and becomes the cool breeze that’s now wafting over your face. That is what breaking its force in the wind breaks and passing over water and does to it. It cools it down.
What else do oases do? They attract rain clouds. What’s the good of that in a desert? Have you ever seen a desert after the rain? For a brief span the desert blooms. The bleak, parched landscape turns overnight into a carpet of green and flowers. That’s not because flower seeds rain out of the sky. It is because every desert has in it, seeds of flowers. All it takes is some rain to make them grow. So eventually if oases grow and multiply – lo and behold – no more desert.
That is what we hope The Hope Forum will do. Give sustenance and life to those exhausted of traveling in the desert. Let them drink crystal clear, clean, cold water; eat sweet fruits, listen to birdsong and rest on the grass. Let them meet. Listen to each other. And think of how to create more oases.
If we can do this together and if we can do this enough, then a day will come, when people of the world will take charge of their destiny and wrench it back from those who control it today. The people of the world will put more value on life than on death, on virtue than on vice, on compassion than on cruelty, on justice than on greed. Then and only then can the wars end. Refugees will go back home. People will smile once again. TSA guys will have to look for gainful employment and our children will read about how the world was saved, because their elders broke the cycle. The cycle of hatred. The cycle of suspicion. The cycle of violence.
The Hope Forum is a place that the injured from Twitter, Facebook and other social media can come, to detox and cure themselves from the negativity of the world. There’s much good happening in the world that gets no lift. Bad news sells. So we’ll give each other good news for free. And you’ll be automatically chucked out if you post anything negative. The rule for this forum will be that only productive and positive things can be shared. Nothing negative. No criticism of anyone or anything. No praising yourself. Praise others and let others praise you. No pontificating, no proselytizing. No promoting of any particular religion, ideology, politics, shop, product, service or yourself. Only appreciating what others are doing. Let others speak about your work while you do it quietly and sincerely because you believe in it and in yourself. The Hope Forum is something that seeks to change the whole culture of social networking which is simply another name for self-promotion and one-upmanship. We have nothing against any religion, ideology, politics, shop, product, service or yourself. Just that if you want to promote any of this go somewhere else. This is not the place for it.
The Hope Forum is about promoting others. Showing the world how many good people there are, in every country, every nationality, every race, who are working quietly to make this world a better place. Your job as a Hope Forum member is to find them and tell the world about them through The Hope Forum. That is if you want to join.
Share a good song, story, picture, thought, dream, idea. But only good, only positive, only thankful, only appreciation. Tell all of us who are with you on The Hope Forum, what you liked, appreciated and recall with pleasure.

This is my first post. It is about this young man I saw in Pune – Samir Key Maker. Samir is a very Indian name and can belong to someone from any religion. Mohammed Samir (my nephew), Samir Joshi (a very good friend), Samir Singh, Samir Joseph. So Samir represents Indian youth to me. The best in Indian youth. A symbol of courage and confidence. He doesn’t just sit there on the pavement. He announces who he is. He has his phone number on the sign so that people can call him if they don’t have the time to stop by. He has a white sheet on which the tools of his trade are set out. What does a white sheet signify? To me it signifies quality. He is saying, “Look at my sheet and see if it is clean to decide what the quality of my work is going to be.” Now that is a statement of great confidence. His sheet is spotless. If you meet him, tell him I remember him. He doesn’t know me. But I know him. I remember him. I honor him. And I tell the world about him.  Samir is the symbol of hope. 

If you want to share a problem, a pain, a complaint; then reflect on it and think of a solution. Then share it with the solution. So the only problems we will allow are problem definitions of solutions. As someone said, ‘Every problem has at least two possible solutions. Do not enter this room until you have thought of both of them.’
The Hope Forum is open to everyone; any age, gender, religion or not, nationality, race, ethnicity, waist measurement, height, weight, strength; whether you can sing or croak, whether you can dance of shuffle, whether you can run or toddle, whether you are tall in your imagination or in people’s eyes, whether you can eat your cooking or others also can, whether anyone else loves you or not – we do. So join us. But read the condition below and stick to it.
The Hope Forum is open to everyone who accepts and agrees with our conditions of being a member i.e. good only, positive only, appreciation only, smiles only, solutions only.
No other conditions for joining.

October 20, 2016 is the day The Hope Forum was born. Long may it survive. Fast may it grow. And great may be the goodness it brings to all the world.


I will not allow what is not in my control, to prevent me from doing what is in my control.

Where do you stand?

A friend sent me the article above underlining perhaps one of the most pernicious diseases of the Muslim world – a lack of concern for knowledge. Reading it I thought I would share some reflections. In my world of leadership training and development, in the institutions where I studied and teach, we have some criteria to evaluate teachers and Board members. These are common to all global leadership training institutions. They also design their salary and compensation structures and their recruitment and career policy based on this. What that means in plain English is that if you don’t measure up on these parameters, you will be out of a job.

I am listing them below with a suggestion that those who run, fund or support Islamic or Muslim institutions, consider measuring themselves and their teachers, trustees or administrators on this standard and see if you can still retain your job.

It is not for nothing that the West has had the leadership of the world for the past at least three hundred years. It happens because of a ruthless focus on quality without any exceptions. The Golden Rule is that if you want it, you have to pay for it. 

So here goes:
1.     How many books did you read in the last three months? Twelve months?
2.     How many scholarly articles/papers did you write in the past twelve months?
3.     How many books did you write in your career? In the past three years?
4.     How many international conferences were you invited to speak at in the last twelve months?
5.     What consulting assignments did you accept in the past twelve months relating to your field of specialization? (At all the institutions I teach, 20% of the compensation is expected to come from independent consulting assignments for which time is provided by the institute. The professor is expected to give up to 15% of his earnings to the institute as royalty. The logic is that if people are willing to pay him for his knowledge then the institute is assured that his knowledge is current and valuable. If there are no consulting assignments in two consecutive years, then his employment comes up for review with a view to parting company. Logic: If nobody wants you, why should we?)
6.     Trustees/Board Members:  What do you know about the curriculum and teaching methodology of the institution that you are on the Board of or support in any way? (If you are not an expert in this, how do you think you can possibly add value to it, monitor its quality or ensure that it is being run satisfactorily? If you doubt me, ask how many of those who fund Madaaris know anything more about Saheeh Bukhari other than that it is a book of Hadith. Ask how many have been to a Madrassa themselves and how many are doing it out of a combination of a sense of guilt at their own distance from Islam and a desire to gain some Hasanaath?)
7.     If you didn’t answer any of the questions above satisfactorily, what moral justification do you have to remain on the board of that institution?

I do believe that it is high time Muslim organizations took stock of themselves and asked themselves some hard soul searching questions and stopped fooling themselves that they are anything but severely mediocre. Mediocrity gets only one kind of result. It is called failure.

Our current state globally for the past 200 years is living evidence that we are severely mediocre. We have reached the bottom of the pit and are digging. We seem to believe that building concrete structures amounts to quality of education. We see investments in infrastructure – that too not in any organized way but in buildings – and almost nothing in teacher quality. Teachers are paid a pittance and treated worse than servants. From this we expect to create global leaders and believe that if we use the terms, magically results will appear. I am amused time and again to see some lines from my various presentations stolen and painted on the walls of this or that trashy Muslim institution as if they were a magic spell to ward off the evil effects of poor quality which they know they have. Always gives me a good laugh.

The biggest proof of this is that in institution after institution owned and run by Muslims, it is common to see that not a single one of the trustees send their children to their own institution. I guess they know the true quality of their own institutions best. Who am I to argue?

My question however remains: What moral right then do they have to promote that institution or ask people to fund it?

Apart from everything else, we need to remember that one day we will be called to account before AllahY

Your customers build your brand – Not you

Much has been written about building a winning brand and about the importance of brand and branding in general. In my view successful branding is the culmination of a 2 – step process which is as follows:

1. Ask: What do we want to be remembered for?
2. Act always and consistently to create those memories in people’s minds.

So that every time they think of what you provide, they have only one name that they can recall and that is yours. Like all truly powerful ideas, it is very simple. The key is in execution; passionately, seamlessly and consistently.

In my view, if you are competing against anyone, i.e. if your customers or potential customers are even considering your competitors as potential fulfillers of their need, then you have failed. In the words of Sun Tzu, ‘The best general is the one who wins without fighting.’ And that is the hallmark of successful branding – that you leverage yourself out of the competition.

So how can you do that?

1. Asking: What do we want to be remembered for?

It is essential to ask this question and the answer lies in another question: What am I most passionate about? We can only be remembered for what we do best and we can only do best what we are most passionate about. So ask, ‘What am I most passionate about? What do I truly want from life? What am I willing to do anything to achieve? What do I get the most satisfaction from?’ Make up your own questions and answer them and you will arrive at that which you are most passionate about. If you always do what you are passionate about you will become known for it and people will remember you for it. So identify that passion.

2. Act always and consistently to create those memories in people’s minds.

If there’s one word which is critical in this statement it is the word ‘consistently’. It is regularity that creates dependability. People must become used to expecting the same standard of excellence when they come to you for whatever it is that you provide. Consistent Excellence. Flashes in the pan are good to create awareness but if the pan doesn’t flash every time, then credibility gets damaged very quickly.

When you do this – produce excellence and do it consistently and regularly then dependability ensues and brand is created. Brand is not built by you but by your clients who tell others and become your ambassadors to the world. One referral by a satisfied client is worth a million bucks of advertising. I am not against advertising and PR but want to emphasize that one must keep it in perspective and not imagine that it is some kind of magic wand that once waved will wipe out all the bad taste of indifferent product and service quality. It won’t. On the other hand the PR will come across as an exercise in deception and destroy credibility even more.

Many branding ‘experts’ talk almost exclusively about ‘customer perception’ and the ‘mind of the customer’ as if they can read minds. They talk about how to ‘influence the customer’ to think this way or that as if the customer is a puppet in your control who can be influenced independently of your actions and what you provide. Their ‘campaigns’ are almost exclusively about logo design, ad copy, tag lines and color combinations. They don’t talk about product quality, delivery efficiency, service excellence or follow up. The result is that ‘branding exercises’ are all about advertising and PR and not about creating sustainable quality. This is a very big mistake because the damage to the brand which results from the eventual and inevitable disappointment that the customer feels when the PR mask is off, is something that can’t be measured and seldom corrected.

So what must one do?

Focus on ‘Moments of Truth’ and ensure that these are defined, designed to create the impression you want the customer to take away and monitored to ensure that every single time, the customer has the exact same experience.

What is a ‘Moment of Truth’?

In the words of Jan Carlson, the CEO of Scandinavian Airlines, who first used the term in this context, ‘A Moment of Truth is that moment when a customer or a potential customer, comes into contact with any aspect of your business and has an opportunity to form an opinion.’

I have underlined the key phrases in this definition to highlight their importance. Who is a ‘customer or a potential customer’? In my opinion it is anyone in the world. Anyone who meets you, speaks to you on the phone, logs onto your website, reads your brochure, billboard or any of your literature or contacts you in any way at all must go away with the most positive impression possible about who you are and what you do. This must happen even if the person decides that you are not the person he/she needs to fulfill their need at that time. They must still feel that you are the best thing that happened to them.

Moments of Truth are defining moments but are for the most part handled either mechanically (websites, answering machines and so on) or by the least paid, least trained employees (telephone operators, security guards, receptionists) with predictable results. I am not suggesting that the CEO must man the phone or stand at the gate (though having said it, is not a bad idea at all to do once in a while) but must know what anyone who calls his company or comes to meet anyone experiences. Most CEOs and managers when I get them to call their company anonymously are unpleasantly surprised at what happens. Most Moments of Truth in most organizations go unnoticed and uncommented upon except by customers, which is a very dangerous situation to be in.

The key to brand building is to ask, ‘What do we want our customers to feel when they think of us?’ Then talk to them and ask what they do feel and bridge the gap. This VOC (Voice of Customer) is the most valuable tool for brand building that you can imagine. It is a thermometer to gauge the warmth the customer feels towards your organization – the warmth of love and good feeling or the warmth of irritation and anger. Organizations that listen to customers regularly (by this I mean actually speak face-to-face not run anonymous surveys) have their finger on their pulse and are able to leverage that knowledge. They build relationships that result in customer loyalty and give them an insight into what their customers want. Apple’s iPod and iPad were the result of listening to customers and the resultant sale success is an indication of how well they know their market. Singapore Airlines advertising is supported by in-flight service that even other airlines talk about. BMW’s advertising is supported by unmatched engineering to produce a benchmark, not merely a car. Brand building therefore in my view is to listen to the customer, build a close relationship with him/her and deliver a quality of service that leaves them spellbound. Advertising and PR then is merely to inform them about new products and services.