Customer Service at its best...

Customer Service at its best!

Saturday morning 10:45am, I reached my bank (PNB) to collect my renewed Debit Card. Which I had applied couple of weeks back and because of very hectic schedule was not able to collect it, but finally I managed it this weekend.

The lady at the counter gave me a sealed envelope; when I looked at my Debit Card I noticed that my name was missing on the card (not printed). I immediately turned back on the same lady enquiring for this miss-out by the bank.Sir, these cards come from our head office we are not manufacturing it over here, She said!I was shocked to hear such a reply; I gave her back asking, who is more sensible person to help me out on this issue…

She directed me towards one old man, stating that he is the concerned manager. Mr. Manager was on phone and without even listening to me he pointed out a finger towards another table. At that table, was one very interesting lady who was speaking very loudly to every customer in her mixed Punjabi, Hindi & English.I explained the problem that my name does not appear on this Debit Card.Sir, we do not print names on any debit cards, she said. But, as per my knowledge there was an option on the card asking me to fill the name in block letters as I want it on the card to appear, I said.

She gave me the funniest reply ever I could have expected…

Come on sir jee don’t try to teach me, and there are so many things just written on the forms, should we look into each and everything kya, she said… And she directed me back to the first lady again; I realized that I can’t be pushed from one table to another this way as I was in no mood to play office-office…

I finally asked the way to the manager’s cabin, immediately I was directed towards the manger’s room by a peon standing by and seeing this whole drama. Mr. Manager was another piece (one of its own kinds).Yes sir, what I can do for you, he said in a typical South Indian accent. I explained him the problem of no name on the Debit Card.

But, sir why do you want the name on the card, without the name also card is working no!

I use this card extensively to book online movie tickets and over there we need to enter the name printed on the card or else it declines. I said!

Oh! (Looking at his colleague sitting beside him, he said) Why these people (websites guys) ask for name for online booking, I will take this issue up with the head quarters, you don’t worry sir soon they will stop asking you for the names while online ticket booking, he said! (Solution to my problem was one of its own kinds, as I already mentioned it before)

I was like “god”, why only me between such intelligent people?

Without a second thought I just ran out of that place. Otherwise, these guys would have mentally raped me early on a Saturday morning.

One of the prime reason why few small companies never make it big!

One of the prime reason why few small companies never make it big even after they have been existing in the market say for about 15 long years.

Is because (my assumptions),

- They never think big (broad).

- The top management keeps talking about long term relationships but in reality never build a real long term relation (with their own employees).

But why I am saying all this?

May be, I am not cent percent correct, but an incident made me think on these lines.

During, initial days of my career; I worked with a small company for about a period of 2 years. I was paid a small stipend but the company offered us really good incentives. Incentives were only motivating and lifesaving thing in that company.

I still remember on one fine evening, my boss had one-on-one meeting with all the individuals, during which it was communicated that the quarterly targets have been raised-up. I was happy that we would earn more incentives but on the other hand I knew that it is going to be equally difficult as the new targets were sky high.

It was a sheer coincidence that the same night I get a call from a U.K. based company and they wanted some help from us. They had to close a top-level position for their clients based out of India. They reached me through linkedin.com.

I got a chance to single handedly manage my first ever semi-overseas assignment. In just 2 weeks 80% of my quarter target was achieved. And by month-end I managed to close two more positions in different companies and reached my assigned target just in a month’s time. This was going to fetch me a massive incentives ever.

In that same month I got a job-offer from a huge multi-national company and I had to leave. During my full-final settlement I was expecting this incentive along with my last month salary.

I could not believe when they refused to give me my incentives.

It’s a motivational tool and when you aren’t there anymore, no-point giving incentives. They said!

After which, I had many email exchange with the owner of the company but no success, sad part was for an amount which was meager to them; they ended up losing a long term relationship. I know at that time he didn’t realize it because I was just a small time employee in the company.

I personally didn’t want it to become dirty so I stopped asking it thinking that he is in more need of money than I am!

Today, I assume that because of many such small and cheap decisions taken at various levels in organizations, directly or indirectly hinder the growth of an organization (these unnoticed wrong decisions will somehow affect the future effectiveness of an organization).

Such attitudes (approach), just for a small amount of money; employers are ready to forget the contribution of their employees. When your employee is committed and giving his/her 100%, why these, big experienced guy can’t even stand-up to their small promises.

Guys think big!!! Do not lose good relations because of money.

I will try my best that I don’t make such a mistake in my life. Plus, I will try best to continue a good relationship even with this x-employer of mine.

“Losers always promise, winners only commit”