Recycle, Reuse – Cobbler way

Principles of recycle & reuse are coming back in vogue, since they enhance productivity, reduce waste & saves cost. These were some of benefits widely communicated in organization by our COO to promote green earth initiative



I was thoroughly impressed which prompted me to apply fundamentals in my own life. This refers to my decision of purchasing new shoes which meant big ticket purchase as per my lavish taste & spendthrift attitude. My penchant for woodland has grown due to quality, after sales support throughout country to service shoes. So, I decided to visit showroom but unfortunately didn’t found any sale offer. I thus have to wait for sale to come. But shoes are mandatory piece of office ensemble which one can’t do without it.



So, I had to apply principle of recycle & reuse. I visited cobbler with my current pair of woodland shoes which is not in good shape. Cobbler “Mochi” existed from centuries in Indian society as a key constituent promoting recycle & reuse. I got my pair of shoes repaired, retouched & polished. It looked as compared to new ones. So, I averted purchase of INR 1200 in just INR 40. It resulted in:-

a) Cost savings

b) Didn’t add waste to environment,reduce carbon emission & global warming



Thus, we can apply such principles anywhere in our atmosphere such as using solar energy, human dung in societies to produce Bio-gas, rain water harvesting to increase water table level, principle of composting to reduce piles of waste & to create organic compost. Thus we can reduce carbon emissions & make earth a save place to live for centuries.

Image Courtesy :- http://www.imagesofasia.com/

Great Customer Experience – Haryana Roadways

This refers to story narrated to me by my uncle who is great critic of government departments & their lackluster attitude. My uncle & I myself hail from Haryana which is known for blunt language usage though people are warm hearted & known for their hospitality.



We are regular users of Haryana Roadways bus service, which is believed to best state bus fleet in entire nation. It has immensely contributed towards economic development of state since it provides good connectivity & coverage across state. Department focuses on excellent delivery mechanism & responds to changing demands & environment. It recently upgraded its fleet with Volvos et al.



But despite of modernization many of bus conductors are believed to blunt in their language usage & attitude. Where in things have changed drastically however majority of them don’t provide a good customer experience-CE. My uncle thus holds view & quite cynical about change in attitude & keeps telling me stories like conductor bluntly asking him several times bluntly in Haryanvi “are tau tikat le le nai”.



However, he surprisingly was slated to have a great CE this time around.

This refers to his journey from Rohtak to Delhi where he boarded bus & expected same brusque attitude of conductor. However, to his surprise he found conductor to be polite who asked him “Prabhuji tikat le lijiye”. That’s not it for good CE, after distribution of tickets he took a glass & earthen pot to distribute water for free. It was hot july summer & water for free is like a Holy drink which infuses life into dead. He was politely asking every one “ Jis bhagat ji ko pani pina ho to pijiye”



My uncle was thus surprised & hence it changed his outlook towards bus conductors.

So, lesson here is excellence in service delivery amalgamated with customer oriented attitude translates to great customer experience.



State should thus focus on excellent service delivery which is happening. Thus you’re front end customer handling staff i.e. in case of bus transport, bus conductor; in case of bpo customer care executives should be best in terms of attitude. Since they represents organization in field. You may have great systems, processes & infrastructure but nothing will be of any use if your customer interfacing staff is average.Haryana government does have online presence as well http://hartrans.gov.in/roadways/time_tablesrch.asp for timetable & fares.



Private Banks like ICICI, HDFC is great example of great front end staff who delivers great customer experience. Young & vibrant they provide a calming influence

Back after a long pause

Dear All,

After a long hiatus I am back on my blog. I promise you this time it will be intense & insightful. Profession sucks a lot out of you & as it has been clearly reflected people might have to shun their hobbies to meet challenging demands. Probably some falter on time management where in some take profession as an excuse. However, I take an oath that I will keep you abreast with activities of my nerve cells.

Stay glued.

Regards,
Maniac