गुरुवार, 22 दिसंबर 2016

Dubai and Delhi – A Tale of Contrasts

Today’s Khaleej Times reports about the approval of Dubai budget for 2017. Today, i.e., December 22, 2016. Can the implementation begin in less than ten days? Obviously, yes! Since Dubai budgets in the past have been implemented successfully, there is no reason to think otherwise.

Ok, so let us look at the Dubai budget. The total outlay is Dh47.3 b. Converting into Indian rupees, it amounts to 85,140 crore. Delhi’s current budget is for Rs.46,600 crore. So, the Dubai budget is 45% greater than the Delhi budget.

A quick look at the Dubai budget reveals that the 45% amount by which it exceeds the Delhi budget is allotted to innovation and welfare in Dubai. Yes, innovation and welfare. And, do not confuse it with infrastructure, for which a substantial 17% is allotted separately. In other words, a total of 69% of the budget will be spent on innovation, welfare and infrastructure. In comparison, the Delhi budget has 35% towards educational infrastructure, facilities and welfare.

Admittedly, Delhi cannot be compared with Dubai. Delhi was established in the year 736; if one ignores the mention of Indraprastha in ancient epics. Dubai, on the other hand, would not be older than 200 years or so.

Delhi thrived on natural bounty – fertile land, Yamuna water and pleasant weather. Dubai started with desert, sea water, and hostile weather. In spite of having a head start and natural advantages, Delhi lost to Dubai. Be it law and order, power supply, garbage management, education, health services, quality of goods and services, improvements, freedom to practise religion and follow culture – Dubai is far superior than Delhi. Dubai has even a minister of happiness!

Think about it, and all the pointers lead towards superb governance. It was efficient governance that brought laurels to Singapore; and it is governance that is making the world treat Dubai with envy. I have not seen anyone leading a protest march or staging a dharna in Dubai, though almost every other face here is that of an Indian, largely from Kerala.

The contrast between Dubai and Delhi, and other Indian cities for that matter, can be closed if we stop misunderstanding democracy and misusing freedom. Freedom should not be to shirk work, seek bribe, damage property and hurt others. Can we practise such disciplined freedom in India? How will the politicians survive then?

सोमवार, 5 दिसंबर 2016

When the Dream Shatters

As the Tamil Nadu chief minister J Jayalalithaa battles for life, police has been put on high alert to prevent the mass hysteria, should the tragedy occur. Suicides, arson, looting – there are no holds barred on the demise of popular figures these days. Prime minister Rajiv Gandhi justified the horrible carnage following the death of Mrs Indira Gandhi, declaring “when a big tree falls, the earth shakes”.

What does a person gain by committing suicide on the death of a popular figure? Why does he become so weak to end life at the death of a person with whom he presumably had no direct contact? And that too, when we carry on with our lives after the death of our closest relatives and friends?

The clue lies in the habit of blind idol worshipping. MK Gandhi insisted throughout his life that he was no saint but a politician; but his followers would have none of it. He was a ‘mahatma’, a great soul, for them. Atal Behari Vajpayee called Mrs Indira Gandhi ‘Durga’, a Hindu Goddess; MF Husain drew her as Durga in his painting; and the Congress President Dev Kant Barua said, “Indira is India and India is Indira”.

You can face very unpleasant consequences if you dare to  differ in opinion with Narendra Modi these days. Be prepared to be shouted out, heckled, or interrogated by the police if you voice an intelligent but different opinion. He, being the current rage, cannot do anything wrong, he is the ultimate authority on everything - believe his followers. They do not realise that Modi, being human, is as susceptible to committing errors as everybody else is. Modi has provided enough proofs of his vulnerability in his speeches. In spite of being a politician, he mistook the 16th Lok Sabha as the 14th; in spite of vying for the post of the prime minister he said that the rupee was equal to a dollar in 1947 whereas it was equal to 30 cents then; in spite of being a Gujarati and a BJP leader he assumed that the Bharatiya Jan Sangh founder Shyama Prasad Mookherjee was a proud  son of Gujarat and died in 1930 while actually Mr Mookherjee was a Bengali and died in 1953; he placed Chandra Gupta Maurya in the Gupta dynasty and not the Maurya dynasty; he announced that the August 15 speech is delivered from Lal Darwaza while it is actually delivered from the historical Lal Quila; and to top it all, he referred to the father of the nation Mohandas Karamchand Gandhi as Mohanlal Karamchand Gandhi.

Humans are humans. They commit errors. They become old, fade and die. The first superstar, Rajesh Khanna, was spotted crying at the Kolkata airport in his later years. Some Indian considered MK Gandhi not worthy of worship but of being felled by his bullet. Ditto with Mrs Gandhi. Her staunch followers turned against her. The Narendra Modi magic is also bound to end one day. But till that happens, the sycophants will butter their bread.

We can either groom the public figures as humans, and get the best of them for everyone’s welfare. Or, we can treat them as idols, worship them, and ultimately immerse them in water.  

                     

शुक्रवार, 16 सितंबर 2016

Managing Glory

Managing glory can be tough. Many find it difficult to accept praise and manage fame. Accepting even a simple happy birthday wish can pose a challenge for some. How do the big and the famous manage it? Here is my first-hand experience.

Aishwarya Rai

It was 1995. I was waiting at the Sahar airport to check in for a flight to Atlanta. We were a group, travelling to the US to receive Ingersoll-Rand's International Club of Excellence membership. We were excited and the decibel level was quite high. Suddenly a hush fell over the place. All men started looking in a particular direction. My wife commented, "See, all men are looking at Aishwarya Rai." Deciding to get closer, I went to the counter adjacent to the one where Ms Rai stood. I asked something, I don't remember what. I got the response, thanked the official and looked around before leaving. Aishwarya was looking at me. I have never seen such beautiful eyes. Pure magic!

Amol Palekar

Amol Palekar, a painter and a theatre artist, came into the limelight through Hindi films. His ‘boy-next-door’ looks and natural acting won him many accolades in movies such as Rajnigandha, Chhoti Si Baat, Golmaal and Naram Garam. He won the Filmfare Award in 1980 for playing the roles of Ram Prasad and Lakshman Prasad in Golmaal. That was just one year before I stood next to him in a check in queue at the Netaji Subhas Chandra Bose airport. He was in light blue jeans. People looked at him, but no one approached him for autograph. There were no smiles, either. He waited patiently for his turn at the counter. The ‘boy next door’ behaved in the most dignified manner befitting a traveller.    

Anil Kapoor

Anil Kapoor was neither big nor famous when I saw him first. It was late 1981. I lived in a guest house at Ballygunge in Kolkata. Though called a guest house, many inmates lived there for years together. I recognised almost all residents. That was why I was surprised to see many unknown faces suddenly one evening. MS Sathyu, the film director, had arrived with his crew and artists for the shooting of Kahan Kahan Se Guzar Gaye. I had tremendously liked his Garam Hawa, a film on the plight of the Muslim community in India. The next evening I saw his hero, Anil Kapoor. He was staying at the same guest house. He was my age, my height, my built, and quite ordinary to look at. He did not throw any tantrums.


AR Rehman

It was either in 1996 or 1997. I was getting out of the Sahar airport. Suddenly a colleague said, “See there, AR Rehman!” And there he was. Just about four steps ahead of me, carrying an odd-size bag, with dishevelled hair and certainly no airs about him, he went out ignoring the calls of the taxi drivers. The music of Roja had become super hit by then. Rehman had introduced a new trend in film music. He had perhaps already become the highest paid music director. But here he was, walking like an ordinary air traveller. Before I could have a second look, he was gone.  


Chandra Shekhar

It was a funny experience. I had waited at the Varanasi airport for quite some time the previous evening, to be finally lodged in some hotel by the airlines, to catch the next day flight. The situation did not appear promising even the next day. The passengers were coming to their wits’ end. Finally  the flight arrived and I rushed to the plane to grab the first available seat as none were assigned. I was the first passenger to enter the plane. I found that right on the first row behind the door, the middle seat lay unoccupied. A brown leather briefcase was kept on it. I asked, “May I?” The person on the window seat looked at me with amazement. He was VP Singh, the former prime minister of India! In a fleeting second I noticed that the man on the aisle was another former prime minister, Chandra Shekhar, badly in need of a shave. By then I was grabbed by the security, bodily lifted off the floor, and placed somewhere near the ninth row. It took me some time to come to senses. It was an experience I always recall with amusement. I wonder how these former PMs, who schemed against each-other to become prime minister, could travel together in an ordinary plane. But that is politics!

Daler Mehndi

I was sitting in the lounge of some top seaside hotel in Mumbai. I do not remember why, but I remember being utterly bored with the dull atmosphere. Suddenly Daler Mehndi appeared on the scene. He looked like a magician straight out of a comic book, complete with an elaborate turban, a longish coat, and funny footwear. His song Sadde Naal had already become famous, but he appeared to be in need of some reassurance. He glanced at me, walked till the door, returned, again glanced at me, and started chatting with the concierge. I received my entertainment from his antics.

Deepti Naval

I am always in mortal fear of missing my flight and being left stranded. It is normal for me to report at the airport even three hours before the scheduled departure. No wonder, I arrived at the Indira Gandhi International airport at 545 in the morning to check in for an Indian Airlines flight leaving for Mumbai at 800 or so. Not only was the check-in counter already open, a woman had beaten me to the second place by arriving some seconds earlier. The lady at the counter gave her a sweet smile, and why not, she was checking in Deepti Naval. Deepti Naval was a very respected actor in parallel Hindi cinema, and had also forayed into commercial films such as Angoor, Saath Saath, Kisi Se Na Kehna, Rang Birangi, Katha, etc. I did not find her in the departure lounge. Imagine my surprise when she took the seat next to mine in the aircraft. She was part of a group, but had found a seat separately. I stole a look at her. She was slightly built, dusky, had two prominent lines running from the end of the nostrils to the corner of the lips, and was apprehensive about something she had done the previous night. She asked her friends more than once, “Theek Tha Na (wasn’t it okay)?” I prepared myself for striking a conversation. I silently thanked her when she spurned her friend’s suggestion to change her seat, dismissing it with a Punjabi-sounding “Do Ghante Ki To Flight Hai, Kya Farak Padta Hai (how does it matter where you sit in a two-hour flight)?” However, her friend had her way, and soon she got up and sat somewhere else. I continued to bask in the two-minute reflected glory.        
 
Dilip Kumar

I consider Dilip Kumar as the greatest Hindi film actor, followed by Moti Lal, Balraj Sahni, Naseeruddin Shah, Amitabh Bachchan, etc. My heart skipped a beat when I saw him near the baggage claim belt at the Lohegaon airport. Though he is reported to be 5’10” in height, he appeared to be taller than 6’. His face radiated good health, energy, and happiness. He must have been 75 years old then, but stood ramrod straight. Saira Banu and another woman stood next to him.  

Dr APJ Abdul Kalam

It was in 2000. I was flying from Delhi to Bengaluru. My boss sat next to me. We occupied isle seats in the economy section, sitting behind a curtain. As the plane prepared to land, the curtain separating the cattle class from the elite was pinned to the sides, allowing us a direct view of the cockpit door. My boss exclaimed, “Kalam!” I stretched my neck out, and saw the unmistakable white curly mane. It was Dr Kalam, no doubt. But I could not get anything better than that glimpse of the back of the head. There were no announcements about his being on the flight.

Indira Gandhi

I was a high school student then. Mrs Indira Gandhi, the Prime Minister, had called for midterm elections. The Bangladesh war was yet to be fought.  Mrs Gandhi was campaigning all over India. I learnt that she would pass through our part of the city. I was curious. Though Mrs Gandhi was the prime minister, there was hardly any security. A flimsy bamboo barricade had been erected on both sides of the twenty foot wide road. One could have easily lobbed a bomb across the road, what to talk of the middle of it. If there was a security threat, the thought perhaps never struck the police. A pilot jeep arrived, and behind it was Mrs Gandhi in an open car moving at about 30 kmph. The crowd shouted, “Indira Gandhi Zindabad.” She beamed a smile, and threw some garlands. A mini fight broke out to claim the garlands, diverting my attention. By the time I looked back at the road, Mrs Gandhi was gone. It could have been straight out of a movie set.  

Manoj Sinha

As a sixteen year old leaving home for the first time and joining the notorious-for-ragging BHUIT, I did not face many awkward moments. I could sing well, and my sense of humour pulled me through. I was, however, careful to never cross roads with Manoj Mishra and Manoj Sinha. Mishra, I was told, was fond of making freshers hang from rods, their feet dangling a foot above electric heaters. Thankfully, I never met him. I met Manoj Sinha when I was in the third year. It must have been about eight in the evening. I was studying with the door locked in y room in the Sir CV Raman hostel. I heard a lot of footsteps in the lobby, stopping at my door, followed by vigorous knocking. I opened the door and found Manoj Sinha standing there with some ten students. He was campaigning for a position in the Students’ Union. He recognised me, hugged me and said in his heavy voice, “Tum To Apne Aadmi Ho” (you are one of my own people). The robustly built Sinha exuded a rustic touch. He was from east UP. I never saw him in anything other than a kurta-pyjama. He was studying civil engineering. He never ragged me, and I never heard any story about his ragging or harassing any student. He continued in BHU when I passed out. Two years back I saw his picture as a junior minister of railways. He looked almost the same. I believe he is doing well and has a clean image.


Nana Patekar

When you see a good human being, you know it. This, too, happened at the Lohegaon airport baggage claim belt. I stood on one side with my wife and children, and Nana Patekar stood on the other side. My ten-year old son looked at him and sang, “Kabhi Shambhar One”, a song picturised on Patekar. Patekar looked at him, smiled and waved. He looked exactly as he looks on the screen.

Nandan Nilekani

It was late in the evening. The HAL airport was notorious for poor commuting facilities. Whether it were the taxis or the auto-rickshaws, the passengers got fleeced. The prepaid counter was a little away, and unless one rushed to it, a half-an-hour wait and ultimately landing up with a reluctant driver was not abnormal. I was not able to walk out as quickly as I wanted. The crowd came to a standstill. I looked around. Nanadan Nilekani, an Infosys honcho those days, was approaching with a briefcase in hand. He was talking to a colleague, not bothered about the crowd. He moved on, as did I.

Nisha Singh

Nisha Singh is the most beautiful girl I have ever seen. And, mind you, I have seen Aishwarya Rai in person. Nisha Singh was the heroine of Kahan Kahan Se Guzar Gaye, an MS Sathyu film. She briefly stayed at the guest house where I lived in Kolkata. She had a lovely face, was very fair, and of average height. I do not know whether Kahan Kahan Se Guzar Gaye ever got released, but you can see Nisha Singh in the song 'Itni Shakti Hame Dena Daata'. She did not look that pretty on the screen. Sad.


Pandit Jasraj

It was a crowded HAL airport. People were jostling for space. Many were glued to their cell phones. Amidst the chaos he stood, a part of the crowd but yet so distinctly different! He looked like a hermit, content with himself, his face radiating a heavenly glow. The man acclaimed for his golden voice the world over was maintaining silence. I saw Pandit Jasraj perhaps only for a few seconds, but his image remains etched in my memory.  

PT Usha

It is said that one appears twenty pounds heavier on the screen. It was the reverse in the case of PT Usha, the famous Olympian, who stood behind me in the queue to take the steps leading to the aircraft. She looked frail on the screen, but in reality was strongly built. Her wrist was wider than mine. She was tall. And, she was in absolutely in no hurry or in need of  being moved to the head of the queue. She pleasantly smiled to the airline staff, winning many hearts.

Rajnath Singh

My father once sat just opposite Mahatma Gandhi in the Prarthana Sabha, and vowed never to sit there again. Gandhiji’s eyes pierced, he claimed. Rajnath Singh’s eyes did not exactly pierce, but  then I was about twenty feet away. He was a powerful politician, though I do not remember exactly whether he had already been the chief minister of UP by then. He was in a jeep on the Chowdhary Charan Singh airport tarmac, looking for something. His eyes met mine for a fraction of a second, and I was left stunned. They were so powerful!

Raj Singh Dungarpur

I was travelling from Delhi to Mumbai in an Indian Airlines flight. The passengers around me were very talkative, discussing cricket. They kept on moving constantly. I recognised one of them as Jaywant Lele. They started a small meeting right in the middle of the aisle, disturbing all. The noise stopped as a dignified person came from the front of the aircraft. He was tall, dignity personified, and completely in control not only of himself but also of those around him. He was Raj Singh Dungarpur, the president of the Board of Control for Cricket in India. He talked to Lele for some moments, and left. The meeting was broken, the participants taking their respective seats!

Rudra Pratap Singh ‘Rudy’

Rudy was my neighbour in Patna. We lived on the Boring Road.  I lived in Dumri Kothi, and Rudy’s house lay just two vacant plots apart. Rudy and his elder brother, Sudhir, visited Dumri Kothi often to play with Rajesh, the son of the hose owner. The three of them studied in Saint Michaels School. Sudhir was the most dominating of the three, and Rudy, then perhaps in class five, was content to play in the shadows of his elder brother. Rudy was skinny, didn’t speak much, and unlike his brother, did not indulge in heroics. Those were the days of Rajesh Khanna and Kishore Kumar, and one could hear always Sudhir crooning some popular number of the duo.  Rudy just watched. I did not hear anything about him after I left Dumri Kothi in 1973. That is, till about two years back, when he became a minister in the Modi government.  

Saif Ali Khan

Saif was a part of the group mentioned in the section about Deepti Naval. I did not recognise him at first sight. He was very fair, had a pony tail, and spoke with a British accent. He was yet to make a mark on the Hindi film scene.

Saira Banu

See Dilip Kumar

Sonia Gandhi

I have a general grasp of the English language and my hearing is normal. Still, I usually catch only about eighty percent of what the pilots announce. Perhaps the pilots also know it, preferring to mumble only about four sentences in the entire course of a flight. But, that day was different. I was coming in an evening Jet Airways flight from Delhi to Bengaluru. Not only were the announcements clear, the pilot was making a point to enlighten us on what lay on our left and right every twenty minutes, and how our journey was progressing. I was puzzled. It was only after I came out of the aircraft that I learnt that Sonia Gandhi, the Congress President, was one of the passengers. Congress was dethroned just about a year back after a continuous ten year run at the centre. Did I see Mrs Gandhi? No chance!

Surendra Sharma

The popular Hindi poet Surendra Sharma has written many poems of little literary value, perhaps for mass consumption to draw applaud at Kavi Sammelans. However, he has also written some very powerful satires on India's political system, human weaknesses and outdated beliefs and customs. One of his satires touches the overpowering role money plays in elections. The electorate is least bothered about the party and the candidate, and fails to notice the swapping of the election symbol, the owl, with the candidate's picture on the posters. Sharma adds a touch of humour, observing a stark similarity between the face of the candidate and the owl. My wife and I saw Mr Sharma sitting with his characteristic dour expression at a Delhi book fair, the poem immediately came to the back of our mind, and my wife burst out laughing. With his large eyes he did bear similarity to an owl. I saw Sharma again several years later at the Ahmedabad airport. He sat with a young girl. He looked sad. A passenger spotted him and took a selfie with Sharma in the frame, without seeking his permission. Sharma became conscious but did not object. Perhaps he had got material for writing another poem.

Ustad Amjad Ali Khan, Amaan, Ayan

It was about 630 in the morning. The boarding had been announced. I came out of the airport to sit in the coach. The coach was fairly crowded. Three elegant-looking men stood next to it. An airline official was giving them company. I boarded the bus and reached the aircraft. Moments later Ustad Amjad Ali Khan with his sons Amaan and Ayan arrived in a car. They thanked the airline official and boarded the plane last.

VP Singh

See Chandra Shekhar

Zakir Husain

We have come a full round, from A to Z. Coincidentally, the Z is also related to my Atlanta trip, as the A was. We were in the economy class, but somehow spotted the tabla maestro, Zakir Husain, on the same flight. He was in some other class.

गुरुवार, 9 जून 2016

The Art of Shirking Work



As I prepare to hang my boots after slogging in private companies for thirty-five years; I think of several valuable lessons which I unfortunately learnt too late, which are of no use to me now, but which can be handy for the younger generation.

One of them is about the art of shirking work. 

If you are a natural work shirker, do not read any further; for you would be a better faculty than I am. Mine is acquired knowledge, while yours would be a god-given gift.

I see that you are still reading. Well, so be it! Master these tricks, and good luck to you.

Play to the Gallery
You may find it difficult to remain awake on your desk; but meetings are a different matter. You need not attend them fully. While attending one, appear lost in deep thoughts at regular spells, draw patterns in thin air, and occasionally nod your approval. Look at the boss when he is not looking at you. Grab subtle hints at what he likes and what he detests. Play to the gallery, try to speak the boss’s thoughts, regardless of how moronic they may be. Exaggerate for greater effect, and then look at the boss. For example, suppose a warehouse is to be built. If it usually takes ten months to build one and another month to make it fully functional, chances are that your boss may like it to be completed in six months. Bosses can be like that! Now, during the discussion, when the poor project in-charge protests that anything under eleven months is not possible, look at him aghast. Tell how even a day outside six months would amount to nothing but a complete disaster, and ask whether he is aware how the Chinese construct bridges so fast. Make brief eye contact with your boss, and if you see approval in his eyes, get engrossed in some mundane mail on your laptop. Revert to nodding approvals. If the project in-charge sticks to his guns, murmur, “I think more than physical handicaps, we are facing a mental block here.” Extend the deliberations so much that your project is never discussed.

Wondering how does it amount to playing to the gallery? Your boss alone is the gallery, you idiot!

Use Jargons

Just because he is your boss does not mean that he knows the difference between judicious and judicial. Keep good words and pronunciation aside. Use jargons, plenty of them. Remember how the Godrej Puff and the Orient PSPO ads projected a domestic refrigerator and a ceiling fan as some engineering marvel? Do the same. KRA, AvP, 5S, paradigm shift, proactive, etc., have become dated. Use some unfamiliar words with dramatic effect. For example, while others discuss a project which requires you to work hard, stand with a bored face and ask, “What about picking up a MILE project rather than these conventional ones?” If someone asks what is MILE, look at him with pity and say, “Maximum impact, little labour. We all know that from our childhood, don’t we?” Of course, this MILE project will require you to dine at five star hotels and travel abroad business class.    

Handling Budding Stars

Every office has some zombies who are goal oriented sincere, hard workers. Fortunately, most of them are so engrossed in achieving their goal that they have little knowledge and time for office politics. They are either already stars or are budding stars. Make friends with them. Don’t engage them in lengthy discussions – just try and win them over with small gifts such as a book, a doughnut, a bright smile, etc. Talk to them with extra warmth. And then, when the iron is hot, strike. Pass on some task that is too simple to be refused. Slowly make it your birthright to treat them as your errand boys. If they refuse, let it be known all over. Paint a picture – this so-called great achiever can’t perform even such a simple task! Either the fellow will leave in disgust or will be compelled to do your work. Whatever be the case, you will be saved from doing little things as you are cut out to do bigger jobs which can be accomplished only when the entire senior team contributes. Settle for a beer, pal!

Sitting Arrangement

If you sit opposite the boss, most of the work will fall on you. Sit on his side with three people separating the two of you. If he still particularly entrusts some work upon you, accept it with great confidence, seek the opinion of others, select the most enthusiastic participants, and either pass on the work to them or include them in your team in the larger interests of the organisation.

Find Fault

You are extraordinary, and it is only you who can take your company to extraordinary heights. While everybody goes gaga over some achievement, praise in general but do not forget to mention some shortcomings. If you can’t think of one, say, “Overall wonderful, but it could have been in a different league altogether if we had taken care of certain things. I can’t really put a finger on it, but many people carry the same impression.” Don’t allow the trick to boomerang by having the task fall on your shoulder. Avoid it with a dash of generosity, “No, he did it so well. He deserves another chance to excel himself.”

The Principle of Admiration
 
Admire your boss when his boss is not present. It is his boss who must be admired and not your boss, if the superman is present. Remember to admire only the highest ranking individual. If you do not know what to admire, say something such as, “You are such a vibrant source of inspiration for the right minded people.” Sugarcoat your words every time you talk to the boss. He will develop a soft corner for you. Use it to get a cushy assignment.

मंगलवार, 17 मई 2016

Smothering the Brand



Who spoils a brand?

The product? The competitor? The customer? The publicist? The stockist? The retailer?

You could have chosen any of the answers above; and would have been correct. The fact is, anyone is capable of harming or destroying a brand. However, neither the building nor the collapse of the brand happens in a jiffy. Rejection by a person, society, or even the government does not wipe out a brand overnight. That’s the reason behind the revival of Maggi noodles this year and Coca Cola in the late Seventies in India.

So, do not get disheartened by one-off observations such as “Chivas Regal is soooo ordinary” or “Big Bazaar caters to the cattle class.” Provided, it is not a Chivas Regal or a Big Bazaar employee mouthing that statement.

About a decade ago I was assigned to make a caller tune. The company prided itself on customer relations that went much deeper than commercial considerations. I wrote the lyrics, set the tune, and got a peppy song recorded – “We are there for you, we care for you ...” Everybody was excited! And why not? Tailor made caller tunes were, and still are, rather uncommon in the brick and mortar industry.

The caller tune, naturally, was on each mobile connection in the company. Many-a-times motorcycle borne service engineers, executives on shop floor, or officials not in a position to take the call allowed it to go unanswered. Sometimes even repeated calls could not be answered. And when the recipient was able to return the call, it was perhaps without offering an apology and an explanation on why the call was not answered in the first place. Over the years the excitement turned into dismay. Customers started claiming, “You don’t care for us”. One fine morning the company coolly removed the caller tune.

I am very particular about using my official cell phone only for official purposes during the office hours. Once I took my car to Ford for servicing, and had to disclose my cell phone number. I made it clear that the number should not be called, and was assured about the same. However, within fifteen days I received a call about when I would like to book my car for servicing. I politely informed the caller that the car had been serviced recently. An apology, and the call get disconnected. But then, within a week I received a reminder with similar content. The onslaught continued unabated.

Ultimately I had to block the number. Though I still like the Ford car, I hate to receive a call, any call, from Ford.

Once a colleague, a senior sales engineer, received a call from a prospective customer. He got the details, and while passing them on to the appropriate engineer, made an observation, “Ki Rokum Log? Nije Ke Chutia Bolchhe (What kind of a person he is, calling himself an idiot)!” Chutia, an abusive word in Hindi, is a surname in Assam. If you laugh at a customer even before booking his order, what would you do when the time to serve comes, I wondered.

Sometime back a woman visited us. She represented a public relations agency. I took her around, explaining the high points and hoping that she would catch the USPs of our products, processes and facilities. As I was entering a shop floor, the guard looked at her, pointed a finger, and asked, “Yeh Kaun (who is she)? The woman was taken aback, and I had a tough time recovering lost ground.
Long ago I had read about an incident that refuses to fade away from my memory. A lady returned a packet of cheese to the seller, stating, “It is stinking.” The seller returned the money, saying, “Oh, is it?”, and tried to smell it. The woman never returned to that shop.

In all these cases, it was the employee who smothered the brand. Unsubstantiated claims, responding
in a bored manner, switching over to the vernacular – there are so many ways of upsetting the customer and spoiling the brand. Regardless of how it is projected, what matters is how the brand is perceived. Don’t spoil that perception; don’t smother your brand.

मंगलवार, 19 अप्रैल 2016

Office Politics and Networking



Do you like silent workers who make no fuss and complete their work with integrity?

Or, do you prefer workers who not only work but keep you informed about their achievements, making you wonder whether you are doing justice to their full potential?

I possess the temperament of the silent worker. Eleven years into my career, I was praised for it by my bosses in the multinational I served then, “Unlike others, he keeps to himself and does not indulge in negative activities.” I was rewarded with promotions and pay hikes. My career growth was better than that of my peers. I was included in conferences and meetings meant for senior officials. The Managing Director and the Vice Presidents were friendly to me. My words were respected. Unwittingly, I had become a sort of a yardstick. Though a lowly manager, I became part of a delegation to Singapore and China. I got selected as one of the top hundred salesmen worldwide, and was honoured in a special ceremony in Hawaii. I was given a double promotion and transferred to head the sales branch in Pune. What else could a silent worker ask for?

I smelt disharmony on my very first day at the Pune office. It had three sales engineers; two belonging to one division and the third belonging to another. Most of the business came from the first division. The lone engineer felt ignored. He did not keep others informed about his movements, and generally behaved like an outcast. He appeared to be struggling to run his separate office from within the existing one.

I corrected the situation by organising family events in which I insisted upon his presence. I also introduced a system of sitting together and sharing each-others’ lunch whenever possible. I observed an improvement in working relations, and was happy about it.

How mistaken I was!

One day I received a call from the divisional head of the outcast pal. The head spared no words in expressing his disappointment in me, demanding to know why was I preventing his engineer from attending to phone calls during the lunch period; why was I leaving the office within fifteen minutes after the closure time; and why was I not entertaining his engineer’s customers.

I was at a complete loss of words! It was true that I discouraged colleagues from taking calls during lunch. There were no cell phones then. One had to leave the table to take a call, and others had to wait for the person to join back. Just three calls could stretch the fifteen-minute lunch to thirty minutes.

I used to leave the office shortly after office hours, because I wanted to give time in the evening to my small children. I was travelling most of the days, when I did not see them at all.

So far as not visiting the engineer’s customers was concerned, I balanced my time amongst all three engineers, visiting customers who merited it.

Obviously, the engineer had used my name to protect himself from the aggressive division head. Sharing the reality with the head would not have cut much ice. The damage was done. My good intentions were thwarted by the short-sightedness of some people. I started looking for a change, and within a year changed jobs.

The company I joined had a young managing director. He told me that my earlier bosses spoke well about me, one of them going to the extent of accusing, “You have poached one of our best boys.” I headed the Mumbai region, away from the MD and Vice Presidents who sat in Pune and elsewhere. I increased sales by 50% in two years, made inroads into white goods bigwigs such as Godrej & Boyce, and, true to my silent worker style, did not make a single courtesy call to the MD during the period.

That proved to be my undoing. I never became close to the MD, and finally left the company on completion of my three-year contract.

The worst was yet to come. After a one-year stint in another company, where I was instrumental in effecting a 100% increase in sales, I realised that unless one was also good at politicking, delivering good results alone was not sufficient. I decided to try my hand at doing business. I had saved a decent sum, my provident fund was good, and investing these two I could easily manage the setting up and the initial year, I thought.

The company was launched.

The business was dull, but I was trying. I had the back up of an international IT giant. How could I fail, when lesser known outfits were doing so well? I kept on paying the royalty, and worked hard to expand the business. And then, one day, the skies fell. The company unceremoniously closed the business unit under which my company was operating. Not only was my investment wiped out, I was left to start life afresh with not a penny in my pocket!

I nurse no grudge, no ill feeling towards those who did wrong to me. But I have a regret. I wish I had been able to change my nature, and had networked my way to the head of the division, to the MD, and to the IT giant’s business unit. I would have been better prepared for the unfair onslaughts then. I still look upon office politics as a dirty word; but ability to network can be a saviour.

Now, coming back to the two questions I asked in the beginning. There is no harm in preferring workers who not only work but keep you informed about their achievements. But, before believing them, please check – are they taking undue advantage of the silence of a colleague; are they misinforming you; are they serving neither your company nor you but only themselves?