What if royal was the new average?

What is world class service?

I’ve been struggling with this over the past few months. Having lived a ‘cheap‘ student life (where the primary criteria for choosing one service over another is typically cost), it’s been a different transition to work life where you have significantly more spending power.

The incident that got me thinking was when I was upgraded to Business class (because I asked) and was treated like I was royalty. And I just asked myself as to what made the experience special – and the answer was simple -> the people were nicer!

So, in short, we pay huge amounts of money to just ensure we are treated nicely by people, to just ensure that we are greeted and treated politely. And that basically means there are 4 service levels –

1) Crap service (20% of the crowd): This is where you are treated like you are interrupting the person you pay and causing them unhappiness. I experienced this when staying at a budget resort in Indonesia.

2) Medium service (60% of the crowd): Where the nice-ities are kept to the requisite levels. The smiles feel brisk and artifical though..

3) Excellent service (15% of the crowd): This is when you feel really good about yourself and the place. Everybody has a smile, everybody wants to make sure you are happy and all in all, there is just a feel good atmosphere about the place.

4) Royal service (5% of the crowd): When you are made to feel like royalty i.e. every conceivable need is thought of and everybody seemingly goes out of the way to make sure you are happy.

Now, the sad thing is that we have gotten used to crap service (Think waiting for hours to get connected to a customer service rep, an employee not allowing you to do the bleeding obvious because it is ‘against policy’). And it amazes me that the average human interaction generally involves making other human beings feel like crap.

It just goes to show that there is HUGE room for us to differentiate ourselves in this world. If we think of ourselves being in the service industry (i.e. You Inc as a company and being of service to others), then it seems like we would already be in the top 20% if we just made sure we did the following –

1) Be nice to others. Say lot’s of ‘please‘, ‘thank you‘ and ‘sorry‘ when applicable.
2) Make others feel good about themselves. And teach through encouragement rather than criticism and embarrassment.
3) Go out of the way to make sure they have a shot at getting what they want. (The service analogy of this is – If you are at a hotel to get work done over a weekend, make sure you’re setting the right environment and being of help.)

It’s THAT easy and what’s more – 80% don’t do it! Let’s give it a shot!

‘Lonely and bored’ – Food for thought..

I’ve completed my 3rd working week here in Oman. And have been fortunate to have been put up at a very nice hotel. The folks at the hotel have been fantastic – of course, there have been the small blips from time to time but they’ve been loving and welcoming and I will have fond memories of the hotel.

However, it was my colleague who narrated a chat she had had with one of the hotel attendants as she was walking out of the fitness centre. Given many of us have been at the hotel for months, many of the employees at the hotel are good friends, and he was having an ‘off’ day. Over his conversation, she learnt that he could only go home for 1 month in a year and hence, was missing his wife and kids. Besides, being in Sohar (which is the middle of nowhere), there was nothing else to do. And he was dead bored at work – it was the SAME thing every single day after all.

This is not uncommon here in Oman. There are many thousands of Indians, Philipinos etc who try to earn enough to save for their kids but never end up meeting the very people they work and save money for. And hence, many of them end up lonely and feeling purposeless.

That was when Anne looked at me and said – ‘Being lonely and bored – that’s probably the worst kind of suffering, isn’t it?’

I nodded.

If you are fortunate enough to be reading this, the chances are that you are not lonely and bored – go out, celebrate, thank your parents and your luck for having been blessed with what you have.

Are we not blessed?

How ‘corporations’ came about..

Big multi national corporations are the order of the day. In fact, job ‘prestige‘ typically comes from working for a globally recognized behemoth – (Think Goldman Sachs, GE, Microsoft, IBM etc) – it’s interesting to think that this concept did not exist a few decades ago.

Of course, why would you need multi nationals if your business typically did not exist beyond your locale?

What’s interesting is that today’s CEO’s and corporate workers owe the Dutch and Britishers for this concept. In the 15th and 16th centuries, the Spanish and Portuguese led the race for the trade of spices, for discovery of new lands etc. The biggest issue then is the same as the biggest issue for a new venture now – Funding. The venture capitalists of those days were the royalty.

The Dutch and British changed this by taking advantage of a trend they noticed. They realized that one way of funding expeditions was to take small amounts of money from many instead of the traditional ‘big daddy funding‘ approach. So, it was not uncommon for a small businessman in those days to contribute a small amount to a new voyage in return for a share of the spices etc if the ship came back. The catch here is ‘IF‘ as the success rate was typically not too high (I’d estimate between 10-20%).

But, already, you can see the modern corporation and financial system evolving with the ship’s crew being the employees and the financial contributors being the key stakeholders. While the Dutch started the trend of forming a company (VOC – The Dutch East India Company), it was the Britishers who took this concept of investment to a whole new level.

Asking the ‘why‘ question often brings forth some very interesting insights, doesn’t it? :)

On clean fire trucks:

Bob, the CEO of a large multinational, used to pass by the local firestation on the way to work. He was always amazed as to how clean the firetrucks were. One Friday morning, he stopped and asked the head fireman as to why this was the case. ‘They clean between fires.’ -the head replied. ‘As this is typically a long period of time, the firetrucks are always clean!’

At that moment, Bob thought of his own organization and, in a flash, he realized why growth in his mammoth organization had stagnated. He realized that, while they were successful because they were extremely organized, they were not pushing the boundaries of what they could do. In essence, employees in his company were using their potential to keep things ‘clean’ while waiting for a crisis to act..

For this week, here’s a question for us to think about – Are we going through work, life etc as excellent firefighters? i.e. are we staying ‘clean‘, ‘neat‘ but never pushing the boundaries, and hence just falling into a ‘clean’ comfort zone?

Food for thought.. :)

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Source: Small is the new big by Seth Godin

The Whale – a story..

‘If you read a recent front page story of the San Francisco Chronicle, you would have read about a female humpback whale who had become entangled in a spider web of crab traps and lines. She was weighted down by hundreds of pounds of traps that caused her to struggle to stay afloat. She also had hundreds of yards of line rope wrapped around her body, her tail, her torso, a line tugging in her mouth. A fisherman spotted her just east of the Farallon Islands (outside the Golden Gate) and radioed an environmental group for help. Within a few hours, the rescue team arrived and determined that she was so bad off, the only way to save her was to dive in and untangle her.

They worked for hours with curved knives and eventually freed her. When she was free, the divers say she swam in what seemed like joyous circles. She then came back to each and every diver, one at a time, and nudged them, pushed them gently around as she was thanking them. Some said it was the most incredibly beautiful experience of their lives. The guy who cut the rope out of her mouth said her eyes were following him the whole time, and he will never be the same.

May you, and all those you love, be so blessed and fortunate to be surrounded by people who will help you get untangled from the things that are binding you.

And, may you always know the joy of giving and receiving gratitude. I pass this on to you, my friends, in the same spirit.’

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Lovely! Thanks Miriam & Ankur! :)