'Customer Care' by a PSU !

I got a nice New Year Day experience – thanks to our sarkari institution called BSNL. I had a ‘fruitful’ and ‘interactive’ session with BSNL JTE (Junior Telecom Engineer) and his bunch of telecom operators.
Last week, we had lodged compliant to BSNL as the broadband connection had stopped working. I had visited our nearest BSNL exchange to know the status of the complaint. I was shocked when the JTE asked me to bring our modem to the exchange so that they can check if it is working – apparently, they had set the rule of resolving complaints without ever visiting their customers! The JTE proudly explained: ‘All our customers come here and get their systems configured’! So much to what I learnt about ‘visiting customers, probing them, learning (!) from them’ in one of our MBA subjects!
Of course, the modem was working fine. Now he will send the operator, I thought. ‘You will receive a call from our operator’ – so says the JTE, ending his day’s efforts on resolving our complaint.
It would have been a surprise if I had received any call from their operator.
Hence, on New Year day, I again call the exchange to know status of the complaint. The JTE asks me to come there with the modem! As if the modem will behave differently in the new year! I remind him of his checking our modem last week. He persists. I have no option but to go there. This time, though, I do my homework – I read modem installation procedure and network-related stuff.
The JTE greets me with a smile. He connects our modem to his laptop, starts internet. It is working. That is it! ‘It’s working here’, he says. I remind him that that is exactly what I had said when he asked to bring modem.
I tell him that our PC is not correctly configured for the modem. Fortunately, he is generous enough to allow me to show why I think so. I insert the modem-CD and start to show how the installation procedure of the CD is faulty. Apparently, the JTE is computer-phobic, so calls his operator. I soon learn that the operator is not just computer-illiterate, but also does not have any operator under him to call and get rid of it all! So he tries his creativity:
Operator: What is this firewall?
Me: It has got nothing to do with this internet connection issue.
Operator: Since how long is internet not working?
Me: Since 6 months.
Operator: Then you must not have paid the bill for last 6 months.
Me: If you remember, last time I had brought our latest bill. You yourself saw the payment details.
Operator: But have you paid the previous months’ bills?
Me: The latest bill does not show any dues – you must have seen. That means we have paid 1500 Rs. in bill for no real purpose. You see, it is high time we get the internet connection back.
The JTE comes to his rescue.
JTE: Have you tried resetting the modem? It is not working for 6 months.
Me: Sir, I am a computer engineer. I have tried all these things before coming here. And the modem is working all the time, the problem is with settings.
The JTE brings another modem’s CD. The modem is of different make. I tell him the CD is only for corresponding modem. He says may be CD is faulty and we can get it done by his CD. Completely astonished with his ignorance, I explain him the CD is provided by makers of the modem; if modem is of different make, CDs are different. All this still eludes him. ‘It’s like you are suggesting opening your neighbour’s house with your house’s key; it will not open!’ I say, almost giving up.
A tall, daunting operator walks in. He is the one who had heard my complaint the last week. He is in an attacking mood. I am a bit frightened. Seems like it’s going to be a 2009 David versus Goliath.
Operator: I had told you the modem is working. Your telephone line is working, so we cannot do anything further.
Me: If a customer’s internet is not working, it’s your responsibility to provide timely service.
Operator: We cannot go to each and every customer and solve his problem.
Me: Yes, that’s why you ask customers to bring their modems to your office! I can see that.
Operator: But the problem is in your house’s computer!
Me: How can you be so sure without even coming and looking into our computer? (Looking at JTE): So please send one of your operators to my house to check why it’s not working on my PC.
Operator: You first call hardware engineer and check if your computer is working fine.
Me: Sir, I am computer engineer and I have already checked everything before coming here.
Operator: Going to customer requires transportation charges...
I am about to ask whether BSNL is a social organization to be unable to expend for transportation, when another operator reminds it’s time for lunch!
Me: Ok, I will provide for transportation, I will wait till your lunch gets over, but I am not moving without getting my net connection.
The JTE is back in action now.
JTE: See, had you got laptop, we could have shown you that your net works anywhere, not just here.
Me: I pay 250 Rs. per month which includes the maintenance fee. It’s your duty to come and give service at customer’s place.
Operator: That 250 Rs. covers only your rent.
Me: Ok, if I get my laptop, then you will do what is required?
JTE: Of course, that’s our duty!
Slowly, I pull my laptop out of my bag. JTE and the Goliath operator look at each other, as if betrayed. JTE must be repenting for bringing laptop into picture. Everyone there is stunned at the idea of being forced to work. With my camera, I bet I could have captured ‘the shocked faces’ of year 2009!
The JTE sits down to start his ‘duty’. The operator also joins him.
The operator starts doing the required settings: the proxy addresses, registering on BSNL, establishing the connection etc.
Not surprisingly, he is not adept at it. I grab the opportunity.
Me (looking at JTE): See, when your experts take so much time in setting it up, how can a common man do it on his own? And you say it’s not your responsibility...
Operator: Our responsibility is only to deliver hardware and ensure the line is working fine. This thing is none of our business.
Me: So please tell me what exactly is your business!
Seems like they have finally embraced the idea of working more, talking less.
By now, the operator looks cooled down. He is doing the settings. He is kind enough to tell me all that he is doing (I need this to repeat it on my PC back home). End of the battle is on the horizon.
Eventually, internet is working on my laptop.
Reluctantly, I thank the operator – just in case it still does not work on my PC, I have to come back.
It is almost an hour and half since I came here – it’s the time taken to get them to action!

To summarize, the actual work was a matter of just 10 minutes; but took 2 hours! I got a firsthand experience of the lethargy in PSUs. The irony of all this is, they had succeeded in resolving yet another complaint without visiting the customer!

Life Is Beautiful

I just saw the movie 'Life is Beautiful' and was amazed at the way the movie's protagonist (Guido) looks at life (Disclaimer: Those who have not seen the movie, the above link will reveal the story :-) ) . I am just another addition to the long list of such 'amazed' viewers! It is one of those movies that can bring joy as well as tears at the same time.
The story is indeed, as the narrator says, "Very simple but very difficult to describe". Yet, what glues into our mind at the end is the conviction that life is a beautiful gift no matter what. There are times when we go through tough times; and the 'holocaust' was one of the toughest that any human has gone through. Still, the spirits kept high can see people through tough times. The movie shows how humour is the simplest of the ability to face difficulties and smile through them. Guido also shows how powerful can the virtue of love be to keep our beloved ones happy even during darkest of times. The way he safeguards his son's innocence is exemplary. All this, by going to unbelievable lengths...that's the ultimate human spirit at its best, I can tell.

The movie strongly affirms the proverb 'Every dark cloud has silver lining' .

The movie is the best example for remembering when we are in deep trouble. It will remind that a bit of humour can reset our odds during troubles.

Roberto Benigni, through his remarkable movie, has brought out the importance of love, humour and optimism. He has shown the worth of preserving innocence of child. Though Guido dies in his struggle to protect his family, he leaves an invaluable Gift for his child. With gratitude for that Gift, Joshua (Guido's child) and the narrator of the story - and the winner of the 'Game' (could it be a metaphor for 'Life' ?) - says that "He (Guido) left the Gift for my life though he sacrificed himself". That Gift was the practical lesson that 'Life is Beautiful'.

Long live 'Life is Beautiful'!

The Intense Leader

The other day I was reading about the 'electrifying' presentations by Steve Jobs. It goes on to elaborate on 5 points for good presentations. One of the points is to have enthusiasm about what is being done. I believe that that bubbling enthusiasm can come only with a high level of intensity.
There are many books on management, and much more on leadership. So this post is nothing new. However, there is one thing about leaders that is, surprisingly, neglected. That thing is the intensity of the leader. For, along with the action of a person, what counts is how impactful that action is.
It might look like a flight of the imagination, but I really think there is a kind of intensity in every great leader. The intensity that literally radiates light for others. The intensity that makes others believe that a seemingly impossible task is worth trying.
In this context, along with what a leader does, what is important is how intensely the leader does it. It can be as simple as the way the leader walks. In my office, I do get a bit pumped up when I see our manager moving so confidently.
The intensity that Steve Waugh displayed on the field is exemplary. Not only did the players get inspired by his intensity, but also they had that hope till Waugh was on the field. That is the intense leader.
I don't know where this intensity comes from, but I believe that it is from the way we grow up. It looks like a fantasy, but the experiences that our subconscious mind 'stores' may be the handler of that intensity. Because it is the subconsicious mind that sheds light on our past experiences.
This intensity is the guiding force even after the leader is gone; which builds the legacy left by the leader. Maybe it is as if there is still light coming from the invisible source. The movie Braveheart is the perfect example of this fact, where people win freedom after their leader becomes martyr.
Is this the food for thought for Indian political 'leaders'? Right on track!

Out of the Comfort Zone

The other day, I was reading a friend's email that had a short story. The story goes like this:
A person asks his friend, 'Why do you always choose the harder way?'. To which the friend replies bravely, 'Why do you assume that I see two ways?'.
I think there is lot to ponder in the reply. The world is full of people who take paths that are easy, those that require the least of efforts. Do they ever realize that these 'easy' ways, are, in fact their enemies? That they keep them in their comfort zones; and being in one's comfort zone is what makes a person's life mediocre?
Many-a-times, a person achieves a goal which he thinks is his limit, and gets satisfied. That's good, but it's not good enough. There can still be bigger goals that can be achieved; yet the person never thinks about it. The person has found his comfort zone and is now reluctant to leave it.
The lives of great people tell us that they always remained out of their comfort zones. Sachin Tendulkar wouldn't have become the greatest batsman of his era had he been ever satisfied completely. Nor would have Steve Waugh's team become 'the invincible' if they hadn't had the thirst to succeed more and more.

The title of one chapter in book 'Good to Great' goes like this:

"Good to Great... to Built to Last...."

This means that no matter how good a thing is, it is to be improved on and on.

There are occasions when one reaches the top of the cliff, one thinks that the summit is reached. Everything is accomplished. If that is the case, then sooner or later, someone else will reach the peak. Someone who knows that it is still not the end. And soon, someone will get ahead in the competition. Before that happens, it is necessary to maintain the lead that one has.
If one has reached the top of cliff, it is only to take a short break to see another peak, that can't be seen from the bottom... And then to think how one can better own's accomplishment by conquering that peak in a better way... perhaps be acquiring wings!

The need of the hour is to get out of the comfort zone!

Good to Great Team

The world's history is full of instances when the human spirit has surmounted the seemingly impossible obstacle, against all odds. Those instances when a rational mind was persecuted, leaving it with no option, but to salute the human spirit. Many people, including myself, witnessed one of such 'great triumphs' yesterday. I am referring to the unbelievable victory of the South African cricket team against Australia.
South Africa were set an impossible target of 434 to chase to win. Chase the South Africans did. And what a fantastic chase that was!
If statistics in cricket is to be believed, there was no way that anyone could imagine that South Africa would successfully surpass the total. Even the superior-most of the cricket mind would deny it upfront. That was exactly the commentators did, in the beginning.
But South Africans had different mindset. Led by Greame Smith, one of the best captains in the world (at least I believe that he is the best at present), S. African batsmen looked very confident. There was an undeterred determination in their face, especially on that of Smith and Gibbs. Smith played a captain's knock, and Gibbs laid the foundation for victory. Giving nothing away, South Africa won, and on the way, created many records. Records that one could only imagine, until yesterday.
That they had a great team, is undeniably true. But lets go a few years back. It was 1999, and they literally 'gave away' the game to Australia in semis. That team, too was a world-class team. Then they lost out in first round of 2003 world cup. That too, was a competitive team. So in that perspective, what makes yesterday's victory so special?
The reason is, the South African team has just witnessed the transition from a good to on-the-track-to-become-great team. I am not saying good to great team, because it is far from that. Yet, the victory is a result of three years of turmoil, a result that needs many factors to be brought together.
Now, it's just one win. If they can continue this consistently, then there is no stopping to where they can go.
One factor, I am afraid, can come in their way to becoming the invincible team. The same fact, that brought them till here, may be the reason for their could-be-debacle. Greame Smith, in my opinion, has a long way to go to become a successful leader. He has shown the much-needed aggression, but not the kind of qualities that make leaders of a good-to-great team. Namely, patience, a bit of humility, and a bit of generosity.
For now, they seem to be on track. My hearty congratulations to them.
Finally, I think they, especially Gibbs found the second wind on their way to victory. We could see that determination on their faces right from the beginning of their innings.
Well done South Africa!!

Welcome to my blog. Thank you.
The name of this blog looks surprising (many will think the word 'second' is loser in itself!), but there is lot to it.
'The Second Wind' is the metaphor to the all-powerful energy that a marathon runner ought to get to win the race. Imagine the 25-mile long Olympic marathon, where athletes are vying for the gold. By the near-end, all are exhausted . But there is the one who finds 'The Second Wind'. This second wind is so miraculous, so captivating, that it obliterates all the tiredness in the athlete, and so to speak, 'carries the athlete' to the end. Of course, this is what we call 'the internal urge to succeed' (everyone gets the start, the 'first wind'; but for those to last till the end, there has to be the internal urge, the surge of the second wind). It is the fire within.
I believe there always is the 'second wind' behind every success. Be it a successful person, or a successful mission, or a revolution.
I am writing this blog so that it will motivate me during hard times. And it will remind me that the second wind exists within me, and I have to search for it.

A Short Story:

The Athens Olympics, 2004 was the last one for 'the King of Distance Running' to win an Olympic Gold. Hicham El Guerrouj was the world-record holder in marathons, but the Olympic Gold had always eluded him. The 30-plus years old athlete from Morocco was not among the favourites in 5000m race. But in Athens, he won the 1500m gold, and wanted to win the 5000m. The race had begun. It is the last 100m to go before the finish line, and Guerrouj is one of the three front-runners, though behind the two. The will to win is so intense, that 'The Second Wind' can't refuse Guerrouj. Guerrouj sprints hard to get past the second runner, and it is 50m to go. In the final 50m, Guerrouj uses his 'milers 'kick' to overtake the leader, and makes it first to the finish line. He has won the second Gold of the Games.
It is astonishing that the mere urge to win the 5000m in his last Olympic helped Guerrouj win.


The inspiration that such stories provide is immense. And the simple fact that such stories originate from that indomitable human spirit is enough to carry on in our life.