Skip to main content

Engaged employees

It was a usual day trip to another metro with early morning flight. The day did not start well and was feeling that I will miss my flight as morning scene at airports is busy, very busy.

Anyways, after taking shortcuts and faster than normal speed, I arrived at the airport and was pleasantly surprised to see very little crowd. Walking into the checking in counter, I observed most counters bereft of passengers. I asked, "light flight?". Her answer shocked me in the economic downturn environment - "I am not complaining, it is less work for me."

On the return the same evening, I arrived at the airport at the usual 75 minutes before flight and explored if I could take an earlier flight if available. The lady at the counter after punching in a few keys on computer responded; "I am sorry sir, usually you would have got it but thankfully after a long time we have flight going full. Why don't you rest in the business lounge as I see you came in the morning and must be tired."

The two emplyees make a stark contrast within the same organisation. I see that how impressive the service is with engaged employees and how don't care attitude puts of customers.

All's well that ends well!

Comments

Popular posts from this blog

Is West leading the East? Ignorance can be a bliss!

There is a side effect of every medicine just as there are always pros and cons for every decision. Coupled with this, excess of anything is harmful. India has perhaps one of the largest numbers who can read/understand English. English is very closely associated with the "Developed World". Hence, our English media is greatly influenced by the "Developed World". It actually goes further from media to individuals. The more "cerebral and globally connected" individuals are all a ball of gloom. R written large on their faces and expressions. There are enough reasons given, even for India. - Current slowdown - Approaching elections - Job slashes - Next monsoons To me it is a clear sign of clouded mind. It is so visible in the English newspapers vs local language papers. Headlines in English media all talks about - losses, layoffs, slowing demand, US companies going down under etc. Language papers talk of recent elections and promises, banks slashing interest ra...

Mumbai Attack - citizens need to change

Worst ever attack on Indian soil. Touching the soul of ordinary citizens. With bomb blasts, train blasts and now this attack I think not a single family is untouched by the tragedy for there is someone known who has suffered at the hand of terrorists in these cases. Panic is hitting the streets. One of the junior of a friend lost life today, two cops known to a close friend lost their lives. A freind's wife was in complete hysteria last night when she heard Taj attack and her husband being in Taj for a function. She could not even hear when he called to say that he was in Taj Land's End in Bandra and not in Colaba. She kept on yelling "come back, come back". There has been non stop coverage in all TV channels across the country. What was happening at one of the leading newspaper in the capital whose editor decided that this news is good for a byline and anchor story has to be on Delhi elections? Citizens - both directly and through media should start pushing the syste...

Power of observation

Mr Topiwala observed his niece being very interested in dressing up. He engaged in a discussion and came to understand a pain point of large number of Indian women. Something that women are very passionate, possessive about and have a very strong emotional bond, almost unbreakable bond. He created a new product that solved a huge effort and a recurring problem. And this was a self sticking, in varying sizes and design and in colours preferred by women, red and maroon. Since its launch in 1985, the brand is a huge dominant one in the market. Almost synonymous with the category. Companies would envy such a dominance. Over the years many innovations were brought about like iodine enriched, dermatologically tested and many more. 'Shilpa' bindis. An amazing story of a dominant brand that solves a real problem through acute observation. Would love to know of more such stories. #bindingmachine   #observation   #consumerneed   #businessmaze   #indianmaze 204-1-20