Lessons I Learnt From Ouija Board Spirits

I was waiting impatiently at the closed-door of my friend’s room with an expression of irritation caused by the delay in opening the door. It was one of those late evenings during the period of transition from a fun filled college environment to a stressful working environment.  The only times  I had fun then were during those evenings  spent with my friends in the working women’s hostel cracking jokes and talking nonsense.

As there was no response, I knocked the door once again, this time with a little more force. The door slowly opened and my friend came out with her forefinger on her lips conveying me not to open my mouth.  The room was almost dark, but for the dim light of a candle. I kept wondering why they had not switched on the lights. To kill my curiosity, my friend uttered in my ears that they were trying to call a spirit.

Calling a spirit – it was something new to me. I peeped in from the door itself.  Few of my friends were sitting in a circle. In the candle light, all of them looked like spirits to me with their wet and open hair and was wondering which other spirit they were trying to call. I moved a couple of steps forward into the room and screamed all of a sudden– a reflex action triggered by the sight of something awful.  As you know, in a reflex action, brain is not involved. It is all done by the spine.  At the end of the scream, my brain made me realize that the awful thing was my own reflection in the mirror hung on the wall - in white dress and with long straight open hair.  Soon another voluntary action occurred . I was thrown out of the room by my own loving friends as their spirit,who was almost there, suddenly withdrew after hearing my loud scream. 

“I am scared of spirits. But they say the spirit is scared of me. Is it that both of us are scared of each other?” I went back to my room asking myself.

Next day, my curiosity grew like a mountain after listening to the stories of interesting conversations which my friends had with spirits. Fed up with my repeated requests,they finally agreed to let me participate in those adventurous conversations with spirits.  But the role given to me was that of an observer because I did not have any prior experience of interacting with spirits. I did not even know about their culture, their language, and their behaviour. So, I had to undergo a mandatory on the job cross cultural training before I could converse with them.

All my friends sat in a circle with an Ouija board at the centre, their fingers resting on a one rupee coin kept at one end of the board.

“Any good spirits passing by please enter the coin”. My friends repeated this request many times in a low voice. Slowly the coin started moving.

“Have you come?” 

The coin moved towards “Yes”, confirming the presence of the spirit.

They asked the spirit about its age, sex, and location (ASL). It was a candlelight chat with a spirit in the mid-1990’s when Yahoo and Google did not exist.

In response, the coin took them to different alphabets to provide meaningful answers. It was the spirit of a young man who died in a road accident. My friends competed with one another to ask questions. They knew the answers of some of the questions. But still they posed those questions to him to confirm his knowledge and capability levels to provide the right answers. Their eyes lit bright upon receiving satisfactory answers. To my surprise, the spirit,even gave the name of my brother correctly which I did not remember telling any of them.

 Then there was a flurry of questions which were related to their future - questions about marriage, the names of persons whom they would marry, career prospects and so on and so on. I observed each movement of coin with growing surprise and suspicion. Sometimes, the coin moved slowly. Sometimes it moved very fast in spirals with no intention of stopping on any alphabet, making my friends struggle to keep their fingers intact on the coin. After an hour-long conversation, it was time to bid goodbye to the spirit. The spirit left through the way it entered.

Our chit chats in the evening gave way to chat with spirits.  I got promoted from the role of an observer to a meeting participant. We must have met some four -five spirits in a week who embraced death due to various reasons – accident, suicide, illness and so on. But, unlike the filmy ghost stories-one of the few story themes in which mostly women get a chance to do the lead role - our spirits were all young men. (Which other spirits other than those of young men would want to come to a women’s’ hostel in the late night!)To our luck, no lady spirit turned up. Otherwise, she would have sucked our blood out for those secret meetings with their boyfriends. The communications with those spirits were open, clear and crisp. It was easier to communicate with those bodiless souls than the soulless bodies we come across in the world.

During that weekend I reached home and met my cousins only to boast about my experience with the spirits. Cousins being cousins did not trust me and they wanted a live demo with all of them participating. They got so excited after the demo and insisted to play the Ouija board game again. The second time, the spirit became so powerful that none of us were able to catch up with the pace of the coin. I had to literally throw the coin away with a lot of force to get out of the game. 

I was a bit confused and some thoughts started to creep into my mind. The answers of the spirits were related to my ideas, my thoughts, my aspirations and my dreams. I was taking the lead in both games as my cousins were new to the game. The very thought that I myself could have been the one who moved the coin haunted my mind. But I was pretty sure that I did not make those moves consciously. I somewhat reached a conclusion that the spirit was me - my unconscious mind.  That realization made me break up with the spirits.

Years later, Google confirmed to me that my thoughts were on the right lines. Movements on an Ouija board are due to ideomotor effect. As in reflexive responses to pain, the body sometimes reacts reflexively with an ideomotor effect to ideas alone without the person consciously deciding to take action. The spirits who answered our questions were not supernatural powers. They were within us, they were us.  We were not ready to accept or rather we were not aware that those visible movements made by us are ours. We believed that it was supernatural and only they could give solutions and answers.

The human mind is mysterious and powerful. It is our own ideas (idea to motor (action) - ideomotor) which translate into movements on an Ouija board. This means , strong beliefs in our ideas,thoughts and dreams could definitely influence us positively to turn them into actions and reality.

The Ouija board spirit spelling out my brother’s name was not a surprise. I must have told his name during some casual conversations with any of my friends, which her mind would have picked up and stored somewhere in her memory.  The answer came from those vague memories of one of my friends.

Like those vague memories, all of us have hidden talents or  talents which got  suppressed in us in the course of time. It is up to us to look deep into us, retrieve those talents and abilities and revive them to attain the spirit of confidence and the spirit of winning. It is not that only some are fortunate enough to taste the peak of success. Our ideas ,talents and above all , the belief in ourselves can take us to the pinnacle of success. But the path towards success may not be easy. Like in an Ouija board, we may be caught in vicious circles, leading us nowhere.  The time, the environment and even the whole world may conspire against us from achieving our goals. But we need to have faith in ourselves; we need to have the immortal spirits within us – the spirit of confidence and the spirit of fighting.  It is the indomitable spirit which enabled Hanumanthappa, our great soldier, to endure adverse conditions  in Siachen (A big salute to him!). He is remembered for his never-dying spirit of fighting.  Outcomes are sometimes not fully in our hands. But it does not really matter whether the outcome is a success or a failure. A failure is a good opportunity to strengthen one’s repository of knowledge, one's humbleness, one’s ability to fight and one’s chance for success. All that we need to do is believe in ourselves!

Correlation Between Mathematics And Process

You may be wondering what this title is all about. The one and only one correlation some of you could probably imagine is the similarity between a Mathematics teacher and a process specialist- both come with a stick in their hand to get things done :-)

 As a parent I have been struggling to teach Mathematics to my son, a high school student. His relatively low scores in Mathematics always questioned my ability to teach, one skill which was considered as my strength in my previous organization. My mother even thought about changing his Maths Tutor not just because of the average results but because of the “Mahabharata Battle” between him and his Mathematics teacher (me) during the heated Maths coaching sessions. I also felt that it would be better to send him to someone else because children, especially teens don’t take it seriously when taught by parents and probably I know to train only adults and not children.

But I did not want to give up and wanted to analyse what was going wrong. He was clear about the concepts. But he comes back home with not so good scores which according to him are due to some “minor accidents ( silly mistakes)” , one thing over which we used to have “battles” at home.  While I am at home to monitor and warn him of those silly mistakes, there is none in the examination hall to point it out to him, causing a major impact on the scores. His mistakes were of the kind which I never made at school or could even imagine and so was not able to understand why he makes such mistakes again and again. Though he knows that they are mistakes, according to him they happen accidentally and he calls them “minor accidents”.

1. A list of do’s and don’ts

I came up with a list of don’t s including the  common mistakes he makes –mistakes in algebra, polynomials, decimals etc. and also clarified why they are mistakes.

For example,  √( x2 + y2)      ≠   x + y   ( Read it as x square )

Wrong      -   √ (32 + 42)   =   3    +    4   =  7 

 Right         -   √ (32 + 42) =   √ (9+ 16) = √ 25 = 5   

As he makes the same mistakes again and again due to the so called “carelessness”, the only way out was to remind him repeatedly of those don’ts by consolidating them in a list.

2. A structured approach or disciplined approach

Some of us think that Mathematical skills are only for those blessed with it. If a child is good in all other subjects except Mathematics, it is worthwhile to find out the root cause for it.  It may probably be due to lack of a proper approach to solve the problem and it is true for all those "impatient' students.

Any Math word problem of high school grade needs a bit of concentration and it is necessary to approach the problem in a structured way by thoroughly reading the problem, visualizing through drawing figures and understanding what is given and what needs to be found out.  

This means that a student needs to design his approach by understanding the requirements before jumping into solution.

My son  is always interested in the final “value” only and according to him the steps are meant for “bookworms”. But in that process of bypassing the steps to deliver the final value faster, he either delivers a wrong “value” or takes a long route to solve the problem.

The reality is that once the approach is clear, 90% of the problem is solved.  The remaining 10% is about applying the approach and getting the final "value".

This is what I tell him often- “At least you should know the destination and the route clearly before setting off on your journey”

Following the right approach helps you deliver faster and better.

3. Assess the Maturity Levels

Some children do well in Mathematics in lower classes, but as they go to higher classes, their scores start falling. The reason could be that there could be an understanding problem in some of the concepts which probably did not do much harm in lower grades but impacts a lot in higher grades.

 It is same as what happens in our organizations. You may somehow manage to deliver small projects even if there are some process flaws, but when it comes to big projects, lack of proper process or failure to follow them, can result in chaos. 

Mathematics is a subject which needs cumulative learning. If a student does not attain the desired maturity level in the concepts taught in lower classes, he/she would find it difficult to cope up with “Maths” in higher grades and slowly starts developing hatred towards the subject.

So, it is necessary to assess the student with respect to his understanding of the Mathematical concepts even though those topics are from lower grades , identify the gaps , if any and improve upon them before introducing the high level concepts.

Same applies in organizations too. In our hurry to attain high maturity level, we tend to neglect those gaps in lower levels, which very often lead to issues later

4. Classification of Problems - Continuous Improvement

Today, the volume of each subject is so huge that the child has to spend a lot of time to achieve really good scores. One method I tried to achieve the same output in less time was to classify the problems. There are many word problems which can be classified or grouped. Once the student is able to understand how to tackle a problem in a particular category, he/she can attempt any tricky problem in that category. But this needs a bit of effort to understand the pattern and group them. This would ensure that the information reaches the student in a faster and much better way.

5. Practice makes one perfect

Practice, practice, practice – there is no substitute for this.  With practice, one can deliver a perfect solution faster. In the International Congress of Mathematicians 2010, Hyderabad, Vishwanathan Anand played against 40 chess wizards simultaneously and beat 39 of them. One 14 year old boy managed a draw against him. Anand being the world chess champion is not the only reason behind this victory. The very fact that 99% of the moves made by other players were already known to Anand helped him defeat them easily. Practice definitely makes one perfect.

Same applies to process too. It is not possible to achieve consistent results in an organization without making it a way of life.

6. Design a proper teaching framework and improve upon it continuously

My experiences as a Mathematics teacher for my son led me to experiment and try to arrive at an appropriate framework for teaching him. It is very much required that we develop proper teaching frameworks and methods at school based on the interactions with children and also their performances. A teacher has ample opportunities to learn from the mistakes of the children and design an appropriate framework for teaching, just like an organization needs a proper process framework for running its business smoothly.

7. Teaching quality is the key and not the quantity of time spent

Interestingly , Japan, a country from which we have borrowed most of our quality processes and methodologies, is a leader in Mathematics as well.  Their students spend less time in learning compared to other countries but still excel in Mathematics.

"Since 2000 the OECD club of developed nations has been tracking and testing 15-year-olds in dozens of countries in math, reading and science every three years in what are known as the PISA (Programme for International Student Assessment) tests. Japan has never dropped out of the top 10 in math. In the last round of tests, administered in 2012, Japan was placed second in Mathematics performance and first in both reading and science amongst the OECD countries."

( http://www.japantimes.co.jp/community/2014/11/23/issues/teaching-quality-lesson-quantity-may-key-japans-top-math-marks/#.VmablLh97IU)

So, we should not only borrow Japan's processes but their education framework too. 

Mathematics and process are necessary in all walks of life. One cannot do away with it.  What we need is innovation to make them interesting  and easier so that they are no longer "burden" to us and we actually benefit from them.

I am passionate about children’s education and wish for an India where quality education is accessible and available to all children.

Your views and inputs are most welcome.

I dream of a Digital India which can provide proof of my existence

Last month, during an auspicious moment , I discovered that my annuity payment ( as part of my first company's superannuation scheme) is due on 1st July . I had opted for ECS payment of annuity , but never bothered to check whether it got credited to my account every year. But this time, I wanted to check it without fail. As the amount was not credited till 3 PM , I called up the Insurance company to know the status of it. After making some 10 calls and speaking to 5 different people, one person was kind enough to give me the mobile number of the person who takes care of annuity. A second attempt to that mobile number  got me connected to the right person.

"Sir, I am Sindhu Marath . I have a query regarding my annuity"

"Who gave you my mobile number ? "

 It was a moment of truth. The person who gave me the mobile number was kind to me , but not to his colleague :-)

"Sir, I got it from your colleague. My annuity , which is due today,  is not yet credited to my account. "

"If it is due today, you need to wait till evening or tomorrow. "

"Fine Sir. But I am not sure whether it got credited to my account in previous years. Could you please check and confirm ? "

A bit reluctantly, he checked the status and revealed that shocking truth to me !

Annuity is not being paid to me since 2009.

"But Sir,  is there any reason for non-payment "

"Madam, you have not provided us the certificate of your existence without which we can't pay annuity"

Another moment of truth !!!

As part of the company's process, every 5 years ( in some cases it is every year), the annuitant is expected to provide a certificate of existence. Null hypothesis is that after the specified period, the annuitant is non-existent unless proven otherwise.

"Sir, I did not know about such a requirement. What needs to be done to provide  the certificate of existence ? "

"You need to download the form from our website, fill it , get it attested and send to us "

Call got disconnected.

Now, I need to personally appear before a Gazetted Officer to prove my existence. There is no database which shows I am alive. Or even if it is there in some form, it is not accepted as is . The amount of time and effort needed to prove and verify my existence is not small and so is the case with all other annuitants.

I dream of a digital India which can provide proof for my  existence .

I dream of a digital India where in the click of a button gives the proof of my (our) identity, age, qualification ,address, income status and all other relevant information.

Hope that initiatives like Aadhar would help in creating and maintaining  a central system and database with all the relevant details of the citizens and which is accessible to all public and private organizations with appropriate access ,privacy and security controls. 

The systems and processes of both private and public organizations need to undergo necessary changes to access and accept this central data for their transactions. 

Instant access to data  could lead to  instant approval  of new mobile connections, loans , insurance policies, continued annuity payment and so on.

It also results in  substantial effort savings for the organizations which could be used for much more productive work.

Imagine , if one could update a change in address in just one central system and synchronize it with all the relevant accounts, policies and other records one holds , in no time and  with no hassles !

The benefits are multi-fold - from faster approvals to faster realization of our dreams.

Hope that our digital highways would take us to new levels of unity, transparency, equality and efficiency .

Mentoring - A selfless Act Like That of a Mother to Bring up Her Child

“What picture do you have on top of your mind when you think about mentoring?”
The question was from a senior leader who was facilitating a workshop for us - voluntary mentors for a mentorship program planned for hearing impaired students of a reputed institute as part of the organization’s inclusivity initiative.

“Steps to go up”, someone said.

“Krishna counselling Arjuna – the “Geetopadesha”, I said.

Each one of us had a different picture about mentoring. But the essence of all pictures was one and the same – the success of the mentee.

“Mentoring is a selfless act, like that of a mother to bring up her child”, our facilitator added.

That analogy was indeed very true. Who else in the world could give you selfless and unconditional love and care than your own mother? Who else could be a better mentor than one’s own mother in the early stages of one’s life?

Every mother encourages her toddler to walk even if she falls many times. She helps her little one to talk with tremendous patience even if she mispronounces it umpteen numbers of times. The little darling does not give up her attempt to walk and talk because her mother taught her to overcome the failures with a laugh. Her mother rewards her with warm hugs and kisses for every attempt made to move forward.
As life goes on, one has to be lucky to have good mentors. In earlier days, teachers in schools used to be great mentors. They were respected not just for their knowledge but for their ability to touch the children’s lives in positive ways. Today, you don’t find many such great teachers because no one has time for any one. The goal of achieving 100% pass rate takes away the time needed to pat the children on their shoulders.

It is no different in organizations too.
I was somewhat lucky to have come across few good mentors in my life- be it personal or professional.
I am not sure whether Generation Y would be lucky to have good mentors.
Today, it is a fact that you don’t find many good mentors in organizations.  It is not just lack of time but the lack of mentoring skills too. Goals of todays' managers are mostly speed and cost and who gets rewarded for mentoring? Team size reduction and mentoring are anyways contradictory objectives :-)

These days, it is also common in organizations to identify some senior leaders specifically with the goal of mentoring , at least for some selected mentees- an act which used to be done by one's own managers earlier.The middle managers need to be mentored not just for their own success but also for equipping themselves to mentor the future leaders. But  the reality is that we have only very few leaders today who are capable of mentoring. Lack of mentoring would definitely have an impact on the leadership skills of future leaders. But who knows Gen Y may even try to solve this problem with robotic mentors :-)

Women do naturally possess the qualities needed for good mentors whether as a mother or as a professional - qualities bestowed on them by the Mother Nature. But it is also true that women need to have good mentors to go up the ladder in their careers. This does not mean that men don’t need mentors to move up. They do need. But they find their mentors more easily than women.

Mentoring is indeed a selfless act – something essential for building good individuals, communities and organizations. 

Innovative Products, But Irritating Services ???

A bit of flashback – Two and half years ago

I was at the service centre of a company who grabbed the leadership position in the mobile phone market due to its smart and innovative handsets. My mobile handset was refusing to switch on beyond few seconds even after charging it fully. It was little more than 6 months since I became the proud owner of a smart phone. I was almost sure that the battery was dead and I would have to shell out some money to buy a new one as the battery warranty was for 6 months only.

The “patient” was taken inside for the initial diagnostics. After a few minutes of waiting, the technician came out.

“Madam, this seems to be battery issue. We fix only software related issues here. You need to take this to another service centre”, said the technician.

I had no other choice than driving to the busiest road in the city. I walked into the company owned service centre itself hoping that they fix hardware issues too.

But their response shocked me, “Madam, you need to take it to “ABC” service centre right opposite to this building as we don’t fix hardware issues here”

Somehow I could not digest the fact that the company which manufactures the product – consisting of both hardware and software- does not provide hardware service in its own service centres!!

But soon it struck me that I could be wrong. I belong to a generation who runs for repair if something goes faulty. In today’s world of use and throw, no one really bothers to repair anything, especially a smart phone. Every six months a new model is available in the market, so the “old” ones are thrown out or given to kids for playing, how much ever costly it may be. The parts of the mobile handset become obsolete in a year’s time or even less! One is considered to be outdated if one does not own any of the latest smart phones! So, how could I expect company owned service centre to offer hardware repair service?

I walked into the third service centre. It was on the top most floor of a four storeyed building. I had the second shock of the day as I entered the service centre. I could not believe that the authorized service centre of a multinational company could look so shabby. Did I enter into a wrong place? I came out and looked at the board hung at the entrance, once again. Yes, I was at the right place but with a wrong ambience.

Packing cartons were thrown at almost all the corners of the small hall. They had neither A/C nor fans .May be the A/C was switched off or not working. There was no reception, no token system, and no queue system for customers. I was wondering whom to approach. That is when I heard heated arguments from a foyer which separated the hall and the handset repair room. I could see one lady sitting and sweating beside a table trying to calm down a group of angry customers. I also managed to somehow enter the foyer. The customers were shouting as many of them had not received the repaired handsets even after a month. The lady was trying to explain to them that they had only one technician and hence the delay. One of the customers wanted to talk to their manager. But he was absconding.

‘How could I give my handset to such a place for repair’, I wondered.

‘Is there any other authorized service centre which does hardware repair in the city?’ I asked one of the customers.

‘No, this is the only one’, he said.

I was wondering what to do. I had to wait for some time to talk to the lady there. I did express my apprehension to the lady and asked her why the service was so bad. I understood from her that the service centre was getting closed down in a month. I had no choice but to hand over the handset there for repair. Though they promised to deliver the handset after 10 days, I had no hopes.

Half of my day was wasted visiting 3 service centres. I logged a customer feedback in the company portal expressing my dissatisfaction over the lousy service provided by such a market leader. But I did not receive any response. That explained why their service was bad. But I wondered whether innovative products alone could sustain market leadership for a company?

To my luck, they did deliver the handset to me after 10 days. But the climax had a twist. I was all prepared to pay for the new battery when I visited the service centre to collect my handset. But to my surprise, the issue was related to software - an  issue which the software service centres could not diagnose or most probably they did not try to diagnose it properly. But, this was not a matter of surprise to me, thanks to my long association with product development teams in one way or other. Software and hardware teams are like ruling and opposition parties, who like to pass on the blame to each other. Which team owns the issue is a bigger issue than the actual issue faced by the customer and in the whole process the fix gets delayed!

My previous mobile handset was from a company who had enjoyed leadership position in market for a very long time mainly because of the quality of its products and services. But they lost their position in market due to theinnovative smart phones launched by its competitor- the company for which I lost all my regards due to its pathetic service.

In a years’ time from then , I saw another company launching innovative as well as cost effective smart phones, grabbing most of the Indian market share from the existing big players in market which probably no one ever imagined. This proved once again that success today does not guarantee future market leadership. Leadership position is always open for those who strive for it!

While product innovation is one of the keys for successful business, it is also important to take care of overall customer experience.

• Value for money lies not just in the product but in the end to end customer experience – from branding to sales to service.
• Innovation is needed not just in the product but in all the associated processes and systems to ensure timely delivery, excellent after sales support and customer satisfaction.
• It is important that the systems which gather data from customers also have the ability to analyse it fast and turn into actions! It should have the ability to hear him, shake hands with him and even hug him!
• A superior product with superior service definitely leads to success, but this also needs customer centric culture at all levels in an organization.

Watermelons Every Day Keep The Customer Away

It was about one and half years ago. I was to visit Bangalore for a three day official trip. As my morning flight got delayed, I reached B’lore around noon. My stay was arranged in a business hotel near to my office.I checked into the hotel. The room was spacious and good. I decided to have lunch from the hotel itself. The bearers in the restaurant were very friendly and they showed 100% justice to “service with a smile”. Lunch was not all that good for me as they had very limited choices of vegetarian dishes in the buffet.

My colleagues had planned a dinner that evening with the newly joined account head in the restaurant of the hotel where I stayed and I was also invited for it. My opinion was to choose another restaurant based on my experience of having lunch there. But since I had no clue on the non-vegetarian dishes, I did not express my opinion strongly.

Around 8.30 PM, we all were at the restaurant in my hotel. After having soup and starters, we moved to the buffet table to take other dishes. I noticed that all the items on the buffet table, including the fruits and deserts, were same as the ones they served for lunch! I tried to have a second look to confirm. The watermelon pieces on the desert table smiled at me confirming that I was right. Most of my colleagues were non-vegetarians and they seemed to enjoy the dinner. I was struggling to finish the items on my plate and my colleague sitting next to me asked whether I did not like the dinner as well. I smiled at him and replied, “The menu for lunch and dinner seem to be the same. May be, they have served the leftover lunch for dinner”. The chicken piece in his hand had a momentary pause on its way to his mouth as he was digesting what I said. He could not resist himself from sharing that fact with others . It took couple of minutes for everyone to come to terms with it.

After the dinner, the bearer came to our table with the restaurant feedback forms.If there are more stakeholders in the client’s organization, typically feedback is provided only after consultation with the most dissatisfied stakeholder. Here also, the situation was no different. Everyone wanted me to give the feedback as I was the most dissatisfied customer. But I suggested to fill two separate feedback forms as I felt that my feedback won’t represent the opinion of the entire team because they were not as dissatisfied as me. While my colleague gave a neutral rating for overall food quality, I gave an extremely dissatisfied rating for it with a comment, “Please do not serve leftover lunch for dinner”. Within seconds of receiving the feedback, the bearer boy came running to me and asked me smilingly why I gave such a low rating. I smiled and asked him to read the comment given. He neither accepted nor denied my feedback. He wanted me to talk to the restaurant manager the next day.

Next day morning, I was in a hurry to get ready for office. My habit of checking the expiry dates of items made me realize that I was provided with a shampoo bottle which had expired 6 months back. When informed, housekeeping team got me another bottle, but with the same expiry date. I did not understand how they could make the same mistake twice. I called them up again and they replied, “Madam, Sorry, this is what we have in our stock. We need to request for a new stock now”. At last , they chose to be transparent with the customer as there was no other way left. I did not want to take the risk of using expired shampoo fearing that it would even bleach my hair to grey instead of cleaning it and so, went to office without washing my hair.

When I returned to my hotel in the evening, I was greeted by two gentlemen who were standing at the lobby, dressed up in full suit, their faces glowing with wide smiles. It looked like they were competing with each other on who can smile wider. I kind of assumed that they were part of the hotel management team. I greeted them back and went to my room hoping to find a new shampoo bottle, but was highly disappointed to see the old one there. I did not want to waste time again talking to the housekeeping team, so rushed back to the company campus to buy one from the store inside the campus. The store was about to close as it was 8 PM, but could manage to buy one. When I returned to the hotel, I did express my disappointment to the person in the reception as they failed to act on such a small issue -an issue as small as providing a new shampoo bottle. I felt thatbare minimum customer should be informed if they could not take timely action so that customer could plan for an alternate resolution. He promised to take action, but I told him that it was not required as the issue was resolved. Within half an hour, the housekeeping boy was at the door of my room with some sachets of shampoo which they managed to buy from somewhere.

I went down to the restaurant for dinner. As soon as I entered the restaurant, the bearer boy came running to me and insisted that I should meet the general manager or the restaurant manager. And there he was - the restaurant manager- the guy whom I met at the lobby. He wanted to talk to me about my feedback on food quality. Yes, it was a post feedback discussion between the customer and the service provider.

He clarified to me that they did not serve leftover lunch for dinner; it was just that the menu was same. But they prepare it all fresh for the dinner ! That was really hard to believe !

I smiled and asked him, “When you take all the pain to prepare it fresh, why don’t you have a different menu for the dinner? “

He replied, “Ma’am, you know, we also need to manage our costs. “

Today, cost reduction is something we hear in almost every organization. And many a times the cost reduction strategies are penny wise and pound foolish.

I replied, “I don’t think that offering a good choice for food would increase your cost. Of course, it is your internal issue which you need to manage. What I expect is value for my money.”

He seemed to be more keen about cost management. But, at the same time, he did not want to have a complaining customer. So, the next option was to manage the complaining customer.

Another option was put forward to me, “Ma’am, in case you want something special for dinner, you could tell us and we would prepare it for you and only for you. ”

What a wonderful deal ! He looked at me for a positive response.

"But what about your other customers ? I don't want to have any special treatments", I replied.

He must have thought what a customer I was ! Why should this lady worry about other customers ?

His smile faded away when I rejected his offer outright as I was not interested to enjoy anything special just because I complained.

The discussion was not fruitful for him. I went ahead with the dinner. After the main course, I proceeded to have some fruits and desert. The watermelons kept on the desert table smiled at me. But, they looked pale. When I tasted them, I understood why they looked pale. They were sick. They were rotten. May be, they were leftover pieces from the previous day ! I requested the restaurant manager to taste them. He had no choice but to recall the product.

The next day, I had dinner from the restaurant nearby. Of course, watermelons every day keep the customer away.

When I was checking out, the lady at the reception requested me to fill the overall feedback form . I told her that I had already provided feedback in various forms. This is another thing which happens in organizations. The same customer gets bombarded with multiple feedback forms because it is part of the process. Understanding the real root causes and taking the right set of actions lacks adequate attention sometimes , the reasons in some cases being internal policies and constraints.

I was least interested to fill one more feedback form. When action is not taken for the feedback already given, why to provide one more? So, I politely refused.

Only one out of 10 dissatisfied customers complain and they are the ones who actually help the organizations improve. Real improvement takes place not by managing customers but by effective management of the complaints. Internal policies and constraints whatsoever , should not adversely impact the products or services offered by the organizations. Organizations definitely need to manage their costs. But Cost reduction cannot be at the cost of losing customers.It needs to be done in a much more thoughtful and innovative way without compromising on the value provided to the customers. While It is important to build relationship with your customers, it is even more important to build your products and services right.