Awesome service

Japan is undoubtedly the land of awesome service. It’s not unusual for a taxi driver to stop the meter if he feels he’s taking a longer route than necessary.

On asking a Muji store associate for the nearest train station location – she pulled out a map book of Tokyo , photocopied the relevant page and then came out 2 floors to the street level to explain the directions.

On a cold and rainy in Tokyo stopped at a cafe en route to collect a sandwich takeout. The restaurant manager invited us to wait inside where it was deliciously warm and comfortable. Served hot tea while we were waiting, added an extra topping to the orders placed. Brought warmth , comfort and joy. Raised the bar for service.

What happens when friendly awesome service is delivered ? The person doing so feels good and empowered. The customer is delighted. Possibly becomes an evangelist/regular customer of that company / store. If the customer is a visiting foreigner it enhances their experience of the country. At a basic human level we seek and appreciate a sense of connectedness. Some things go beyond the realm of business.

Muji is one of the largest retailers in Japan. The cafe is a much smaller business.

Awesome service is possible at any scale of business.

We or they ?

Visited a dept store today. The service at the counter was good (which was by the brand's team i.e not the store staff). There were 3 cash counters. Only 1 was manned. Resulting in avoidable waiting time for customers. Asked the cashier why don't they operate at least one more counter to service customers. The reply "There is a shortage of staff. They are not hiring enough people". One would have expected to hear "Sorry , we have a shortage of staff".

When a person refers to their company as "they" :

1. Maybe the company has not been able to create an environment where the person feels valued

2. If "they" are the problem then it is less likely that the person will take initiative/responsibility to address the customer's problem.

The "we/ they" problem could be specific to a location or a company wide problem. At whatever scale it exists it is detrimental to all involved - the customer , the employee and the company.

Listen to your team. What pronouns do you hear ?

Mall mania

Visited a local mall . These days malls seem to let out the central space for promotions and events. The companies hosting the promotion seem to think the best way to get return for investing in the event is to do so at a decibel level which will reach out to every corner of the mall. What follows then is ear damaging decibel level.

The event at the local mall yesterday was aimed at kids. The health of the children is seriously at risk to be exposed to such decibel levels. The store I was at had glass doors. Yet the sound of the promotion pervaded drowning the sound of the music in the store. It was impossible to browse through other store windows due to the cacophony. This is counter productive for the mall and the stores.

Yours truly asked for directions to the mall office. It was located in a corner of the building. Met the mall manager and shared my views. From her expression and reactions 2 things were clear :

1. This was the first time they (she and 2 other persons from her team ) were faced with the point of view that such a decibel level is a nuisance and a health risk.

2. No visitor to the mall had ever approached them to share such feedback.

In India we see 2 extreme reactions from retail customers - either they will passively endure poor service / quality or they will get extremely aggressive. The mid path of assertive , consistent feedback is seldom adopted.

In many ways we create the environment we inhabit. Pl choose to influence it .

ENDhiran

Watched the movie Endhiran. In my book this is def one of the most overrated movies in the history of Indian cinema.

Tortuous songs , a machine getting obsessed with a woman and even trying to figure how to procreate ! At various points in the movie I was wondering how will this movie end ? More importantly WHEN will it end ?

The hype around this movie is unbelievable. Possibly the fan following of Rajnikant sails a theme like this through to box office success. With another actor Endhiran would have ended by now.

If you must watch this movie do so last thing at night so that you can recover with a good night's rest. Or take a leaf from this outlandish movie - get a robot to watch it for you and spare yourself the effort.

The End (of this post).

Noisy newspaper

The Times of India (TOI) today morning literally created a racket.Volkswagen had attached a noisy contraption in the newspaper to play out some message repetitively.This attempt at gaining attention definitely worked as one had to expend effort to shut the device off. An entirely irresponsible campaign by TOI and Volkswagen.

1. A Volkswagen car is not an impulse purchase that people hearing the radio quality,irritating pitch will rush out of their homes to the nearest dealer.

2. A colossal waste from an eco perspective.Metal and plastic that will land in a dust bin even before the morning is over.

3. The fact that a newspaper is irresponsible enough to allow contraptions to be attached to it can open up ideas for groups wanting to spread terror (a point of view spontaneously put forth by several people who received TOI today).From a newspaper that conducts eco campaigns this was least expected. Just because an advertiser is willing to pay does not mean that TOI should willingly go along.

redesign Design institutes

We are looking to recruit for design and merchandising positions in SoulQuest. Am amused and amazed by the quality of communication from some of the candidates from premier design institutes.Poor communication from a candidate ends their chances at the application stage itself.

Design institutes possibly assume that their sole task is to teach the students about design to the exclusion of everything else. It's not about writing Shakespeare style prose. Students need inputs on :

1. Creating an appealing resume that's honest , confident - I've seen 5 page resumes of students who have just graduated . Few years into a career the resume will possibly become a book.

2. Learning to communicate - over email /phone and sms - in a way that even if they are not selected - at least they leave a favorable impression on the individual / company.

These days there is ample opportunity for students to learn such skills via the internet. However , emphasis by and some guidance from the institute will definitely make a huge difference.

Yet another bandh

There's a bandh across many parts of India today. It is unclear what it will tangibly accomplish other than loss of a day's wages for many and inconvenience to even more. The union leaders on TV this morning were not able to properly articulate what they hope to accomplish. There's definitely a lot of anger about price rise and other issues. They need to be addressed. But a strike of this type is not going to do that.

Look at the way the govt is allowing millions of tonnes of food grains to rot.They are busy trying to save their rear on a host of issues or blaming some group/individual/political party.This type of mind set will be hardly affected by a day's strike.

We really need platforms and the discipline+willingness to engage in meaningful discussions to resolve problems.