Two days back I noticed a status message of one of my FaceBook friend that she is going to join with a prominent MNC in India. The very next day her status was suggesting that she is not going to join since she was offered 20K only.

There were many comments, some said for an MBA it is less, some said it is ok, but I commented that getting experience is important.

Then the next status was saying that she would prefer some companies looking for qualified people other than experienced, and she is so sure that one day ball will come to her court. I told her the difference between experienced opportunities and fresher opportunities.

A fresh graduate cannot compete with a qualified and experienced person. Doing MBA is not the final thing. There are many MBAs working for less than that of she was offered. Once you get some experience you could be choosy.

She was too adamant to accept what I said; she called it ‘Bullshit’. I have removed her from my friend list and before that I told her to wait for Mr. Bill Gates coming to her home with an appointment letter.

I have checked with many of my friends, some still studying. Most of them, in fact all of them looking for experience. I have many examples with me. Many of my friends joined with small companies and gained some experience and got in to better positions. Now they are working in prominent MNCs in US, Europe etc.

So, I believe getting experience is most important. Once you have some experience you could look for better opportunities. Whatever qualification you have, it is entirely different when it comes to execution.  You lean many theories when you do your MBA, but you will have to really experience it, the methodology to execute it. Theory is not enough.

Some years back companies were not asking qualification certificates even. Once I asked one HR manager, why he is not asking original certificate, he said ‘you could bring any certificate, even a PhD. But when you work I can understand whether you have that quality or not. So I do not give any importance to certificate but ability to do something.’

I think, that was a very good answer, some seasoned HR people can easily identify a right choice.

The girl in this story is looking for salary only. 20K was not enough to start with. I do not know about her expectation, any way I am sure she is wasting her time.

This is a letter I sent to Higher Authorities of State Bank of Travancore on 6^th August 2010 for which I did not get a proper reply.

Hi

I had a very bad experience with your branch yesterday. I have visited Angamaly branch to collect my ATM PIN, since I had lost that some days back and I applied for a duplicate.

I was asked to approach a person who seems to be the Manager, next to him there was a board ‘Accounts Manager’ but no name. (This is another problem, every bank keep even their junior staffs identity. But, here as a Manager his name is not mentioned. I suggest you to have name tags for everyone in your bank)

I waited some minutes, since he was dealing with other customer. I have given my Debit/ATM card along with my Pass book. He was asking about the letter along with the Debit card. I told him I have not brought it. (I did not understand the relevance of such question, the letter is sent to me, and it is up to me whether to produce somewhere or not. And whatever import information required is with him like, card number is there in the card, and account number and my identity, pass book is enough for that. )

I told him, I have applied for a duplicate card. He asked for the old card, I said, I lost the card that’s why applied for a new one. His answer was rude, “cannot say that is the only reason, if you do not use a card for one month, the card will be deactivated and will have to apply for a new one.” Now I would like to know this statement is right or wrong. I did not want to have an argument since he was rude and adamant, like he is talking to a beggar, he might have annoyed when I said I did not bring the letter along with card.

I have account with HDFC and ICICI banks, even if I do not use my card for months I never have to replace it. Only when the card is damaged I have to replace it. They charge only Rs 100 for ATM/Debit card replacement. But you people charge Rs 220 for the same. If this is the case, how many times a person will have to replace a card? I am not sure, the information is correct or not. Since he is a Manager with your branch, I have to believe it. Please clarify.

Secondly, the person made me and other 3 customers wait for more than 30 minutes for not a relevant reason. I visited the branch  20 days back to apply for a duplicate ATM/Debit card, since I lost that while travelling to Bangalore.

There was an NRI, with him, he wanted to have some fixed deposit, and 5 minutes after I reached that was over. Again, he wanted to withdraw some fund. It was just Rs. 5000, the manager himself, filled the form and sent to cash counter with an assistant and got money and given to him. He have taken his contact details, and was talking to him, while we were waiting for him. At least he should have attended us and ask to wait, I would have been happy.

Yes, bank has to give importance to NRI, because they deposit more money, at the same time you cannot neglect the common man. Bank is for everyone, if you go to other banks, you get same consideration. There is no discrimination.

Please educate your staff to deal with customers, a Manager may be a good position in the bank, but I do not need to bother. I am a blogger, I have earlier written an article appreciating your customer service. Please do not force me to write something reverse.

So, please clarify about the ATM/Debit card usage? Whether the card will be deactivated, if I do not use it for a month.

During these days every company like to market their items or services aggressively since the market is under recovery from a so called ‘recession’. I do understand that every company needs to sell their services and products to survive. But it should be logical.

I had experience with some companies in India those who market their services and products across the globe. I have associated with one company to market their product in International market. I have had dealings with the Vice President – Corporate Relations of that company. I had a feasibility study on the product and the market and submitted him with a report envisaging hitting the market with better impact.

I have suggested him with an action plan and my requirements to start marketing activities. It took almost 20 days to provide the required documents and other details. In between I have called him many times asking about the requirements. But he said will send. Ultimately I got it after 20 days only.

Now the real fun comes, at end of the month he asked me to provide with report card. I had nothing to mention. He said there is no result.

I had a high talk with him and said this is not the way I envisaged to work with. Now need to analyze this.

What was his thinking, without providing any documents, demo of products, is that possible to market something? Is myself or my employees are magicians that the very next day providing him with a business without even giving a product demo? Why did it take 20 days to send some details which supposed to be used for marketing? This company did not have any marketing activities? The answer is NO, not at all… and they are not professional at all in their approach.

These things happens everywhere, with marketing companies, associates, executives etc.  But this is not a situation with every company. Some have exposure in the international market and they know how marketing can be done in international market.

International marketing is not an easy thing, here in domestic market you can go to the client and meet them whenever you wish. It is not feasible in international market; you need to deal everything remotely. So need to put more effort and should have more punching statement etc. You need to convince them.

I remember a story of an old man, he used to have a farm and he plant coconut trees. But he never fertilize these trees until it give a tender coconut. His policy is should get tender coconut, then he will have it and feel it then fertilize it.

Everyone should think about their attitude, their action, if the attitude is same as this farmer, I do not think they have existence in this market.

One day, one of my friends has gone for an interview, everything was fine, but they were not willing to pay his expected salary. They offered mush less than what he asked. He told them ‘if you give peanuts you will get monkeys’.

So everyone can think, whether they need monkeys and indeed, they should think about their attitude towards business too.

Remember there is no shortcut to success… and success never comes through ‘magic’

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I had an issue with State Bank of Travancore and report it to complaints department along with a copy to senior officials.

Before doing the same, I have contacted my branch, it was their mistake even though they said, will do it tomorrow. That means 1 week already passed again excuses; so decided to report t.

After giving a complaint, they have immediately resolved the issue and called me up in the same day even after office time to convey that the issue is resolved and apologize for the inconvenience caused. I was very much impressed with their immediate action.

The next day, I got a call from head office, one of the senior officials, and he again offered an apology and asked me to be with the bank.

I have had many incidents in dealing with products, services etc, but experiencing such a personal care is at the first time and I believe that this bank have a vision. They understand that customer is most important and give utmost care.

I will continue bank with State Bank of Travancore.

I had associated with some companies in India for providing business development activities. I have very good and bad experience with these companies.

First of all, Business Development is not a magic, you go to market and get business it is not that much easy as you think. For international market a portfolio to present your credibility is most important. Some companies do not even have a better portfolio some times there is no portfolio at all. Even in such cases companies look forward to have projects. They think the person get into market is a magician and they can get work. To fight, arms and ammunitions are necessary. Without that you cannot succeed.

One day, one of my friends went for an interview, he had very good qualification and experience and the company offered a salary which were not commensurate to the qualification and experience he had. I still remember his words ‘if you give peanuts you will get monkeys’. Try to pay reasonably, you will get better people.

Some companies are looking for projects without any investment; they do not have a plan. They appoint people and ask them to bring business; they give them a target which is not achievable. They always compare them with top companies like InfoSys and Wipro. For them their name tells everything to some extend. But for this startups, need to develop their brand.

What should these small companies do to achieve something?

1)      Project what you are. If you look at the contact page of some companies, you will find their global presence. But, they all are in a one man show. There will be a person to attend call, that’s it. So someone see the site they may think this company is a big one… but in reality its nothing. I had a conflict with a company in Kochi, I have written an article about it earlier. They mentioned in their contact page that they have offices in various countries, including Dubai. I have checked there is no office in Dubai. In such cases till how long they could survive, once everyone will come to know.  And this company started in 2004; still their strength is somewhere 3-4. (I have visited their office, they had only 3 system in that company-a company who have international presence, having  office in USA, UK, UAE, Kuwait-ridiculous)So play nicely, and wisely.

2)      Start with an action plan. They should start with an action plan and set some milestones. Try to achieve it. Dream big, but do not try to achieve in the next day.

3)      Hire reliable people. Try to hire reliable people to work with. Invest on him/her. Give time to perform and achieve goals. Do not try to hire and fire. This will spoil your name in the industry.

4)      Have tie-up with reliable companies. You could have tie-up with reliable companies with in your country and abroad. But be careful when you select any company. The best way is having tie-up with companies in different area and they could bring business in your area. But deal in a decent manner, some companies may influence many. Avoid conflicts and settle issues immediately, if any occurs.

5)      Do not underestimate. I have heard from someone that, ‘you could sell a Mercedes Benz to a street vendor, if you wish’. This was taught in the sales training. Yes, you could do it. And try to accept and respect others in the same field. Do not try to grab others business.

Try to have some business ethics and be with the industry and play wisely. You will have better growth and everlasting presence.

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Business through portals and website is the latest and fastest growing business method thus, so many are attracted to this medium. In the recent years we have seen rapid growth in this area.

I have seen, so many come to this business and drop after a year or so, I had lot of experience with these entrepreneurs, would like to share some.

1)      3 years back, I got a client from USA asked me to develop a portal to deal with electronic items; he came with lot of ideas and had popular sites as reference. I have given him a quote of US$ 35000 with 90 days time line. He accepted and started the project and as per time line we delivered the portal. He managed the portal for 1 year and now he is not with that business. 

2)      2 years back, one of my friends asked me to develop a portal to manage Automobiles, especially to deal with Indian market. I have developed according to his plan and he was with that for a year, unfortunately he could not succeed with this business and dropped.

When I analyse these two projects, it was a very good project as far as technical feasibility is concerned. We have taken all precautionary measures to have successful running of these portals. But why they had to drop it?

1)      First of all, both of them entered into this venture without having a proper market analysis, feasibility study etc. They have seen someone making profit out of it and thought they could also make huge profit. 

2)      They did not have proper budget to develop and market the portal.

 3)      Marketing strategies were weak so could not get much business.

4)      Did not stick with the minimum requirement, they wanted to develop the most advanced and leading sites clone; so, had to invest more. 

What we could learn from these examples;

Those who wish to enter into web/portal business should have the following;

1)      Have proper Business analysis, market study, feasibility study etc.

2)      Should have the best and innovative marketing strategies and budgetary support to it.

3)      Do not try to clone major sites with all the features they have. Should understand that the popular and most leading sites have started years back and upgraded. So be with most essential features. (Recently a client asked me to develop a clone of http://www.bharatmatrimony.com/, I have given him a quote, after seeing the quote he said will drop the idea and now doing a site with essential features )

4)      Should have a long running business plan as far as revenue is concerned, do not go with short run.

Since, online marketing is the future, we should have proper planning, analysis, budget etc, because you are in a highly competitive field and it is important to give an impact.

It happened to read a series of story published in Malayalam Daily-Malayala Manorama about Medicine Mafia.

It was shocking to read that any medicine can be duplicated and you can even have medicine in your own brand. It also revealed that expired medicine are not thrown out!, it come back to us in a brand new pack.

Team of Manorama have travelled to Tamil Nadu, Maharashtra, Himachal Pradesh to find the people behind the so called mafia. They have even gone for laboratory test in which they found the medicine was adulterated. Their findings;

• Chemical/ingredient percentage is less
• Expired medicine are coming back in a new pack
• Factories does not maintain minimum hygienic requirements
• Anyone can make any medicine and market, license is not an issue at all.

According to them, a portion of government officials are with this mafia, enables them  to do whatever they wish, for the same they are rewarded, not only the officials, doctors too are part of it.

Doctors should think about what they are doing, so many people get admission in government colleges and get appointed in government hospitals. They learn with the help of common mans’ money and earn the same. But some are not satisfied and going for extra income.

I would like to congratulate the Manorama Team for the commitment they shown towards common man. This is the best example of a Corporate Social Responsibility.

Now, we need to think why or how this adulteration or duplication happens. Most commonly used medicines like Paracetamol are made by every one in different brand names. Some are so greedy to make money and reduce the required chemical content so that  the cost of medicine is less and sold in the market for same rate original has.

Expired medicines are taken back by the manufacturing company, and does not know what they do with it. For the wholesalers there is no need to sell it to third party since manufacturing company is paying them the actual cost. So expired medicine can come to the market again may be with the knowledge of manufacturing company.

Medicines of well known companies are made with different and low cost chemical combinations and it reach to market with the help of may be with  C&F agents, Distributors, wholesalers etc.

Now, we need to think about well known companies, there are possibilities to duplicate their medicines, what they should do against this duplicating?

My point comes here: it is interesting to see in some companies annual report a term ‘Corporate  Social Responsibility’, but do they actually have it? Need to think about it.

If a medicine or any other item is adulterated or duplicated  it is going to affect common man, so the prime responsibility with corporate are to see at least their items are not duplicated or adulterated. If anything   come to their notice, they should act.

Companies those who spend millions on Research & Development can also do something against this adulteration and duplication – ONLY if they wish.

If someone have a doubt about an item, there should be some mechanism with in the company to clarify the same. If not they should come up with any solution and prove that the item is not adulterated or duplicated.  There are adulteration in most of the FMCG items.

I would like to share an experience;

I used  to have honey every day with my medicine, I use honey of a well known company and they claim that the ‘purity is guaranteed’. I normally buy it from a local vendor. Sometimes I feel that I got a duplicate one, because;

• Bottle does not open easily as it happens with genuine one, I had to use knife some times.
• Taste of honey is different than the original one.

I have visited their website and posted a feedback about the same along with the bottles batch no, expiry date etc. This is almost 10 days passed, but there is no reply from them.

What should we understand from it, do they also part of this adulteration? Don’t they have a commitment towards common man? This the situation where they should show the responsibility-the ultimate social responsibility. But I doubt whether they have it other than on a sheet of paper.

I conclude with some suggestions;

• Use medicine when it is most necessary.
• If you feel any complication report with medicine/material and you can go for a laboratory test too. If the result is negative then file a case against manufacturing company.
• Always check expiry date and whether the pack carry all the necessary details.
• Spread this information.

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Most of the companies now have a special focus on Customer Care,  some MNC’s have little more enthusiasm than what we Indians have.  Most of the inbound call centers are the best example for that.

I remember a story of Cadbury, some years back a person bought a bundle of Cadbury chocolate, when he reached home, he shocked to see the chocolates were not  eatable, there were some problem. He send that chocolate to Cadbury office.  Cadbury sent him an apology letter along with a bundle of fresh chocolate, not only that, Cadbury have taken back all the chocolates in that batch.

This shows the commitment towards a customer, Cadbury could have thought that, one person is coming with a complaint, why do we bother. But that was not the case. I am sure, if it was an Indian company they would call that customer and say ‘we apologies for the inconvenience caused to you’ or ‘we are so sorry’ like a parrot.

They does not even know for what they are saying it, the frequency of hurting people have increased and we have an easy solution-‘sorry’.

Some times back, I had an encounter with a sales person of a well-known company. She called me in the morning, to be precise sharp 10.00. She said she is calling from ______company (I do not wish to disclose the company name, since the issue is settled down) and the call is regarding payment. (I was not opted any payment service, the call was to convert from free to paid option). I told her that I am aware of  their payment options, services, discounts etc,  and there was no need to call me. She was not willing to listen at all.

Some observations:

1. She did not even bother to wish me.
2. Did not ask whether it is the right time to talk.
3. Was not well in local language-Malayalam.
4. She could not pronounce my name properly (I do not believe that my name is too complicated)
5. Did not listen to me, she was keep on saying whatever she wanted to, and she was even having  an argument with me.

These are very simple things, you do not need a training for that, if you have little sense, then everything is fine, and can have a positive impact otherwise negative.

Any person, who holds a responsible position may not wish to have an anonymous sales call early in the business hours. Every sales/customer care people should keep this in mind. Some times, you may not know the position other person holds, so be simple and do the following;

• Wish him/her and ask whether it is the right time to talk.
• Listen to them, no arguments, explain things in a polite way.

Coming back to my story: It was irritating to have such a conversation early in the morning (May be the first thing in the office) so I thought of taking this matter up with the company. I approached a live chat executive, but there were no proper response. I have given complete details on chat as well as given a feedback.

To my surprise, I got a call from their main office (Chennai) in the next moment. The person were very polite, had telephone etiquette. He introduced himself as the Dy. Manager Customer Care. I have explained entire issue, he apologized to me and assured that there will not be such incidents in future.

What we need to understand from this episode? Just because of one person’s attitude there were,

• Loss of time (my time, live person, Dy. Manger) need to understand ‘time is money’
• Loss of money (internet usage, telephone cost (for the company-STD rates have came down drastically, but if the practice goes on, then company will have a huge telephone bill))
• Loss of potential customers (because of this issue, I will tell my friends not to opt their services and I can also spread this information through various medias)

Ultimately, company is at looser side- just because of an entry level sales person.

Message to companies: They should,

• Teach sales/customer care staff basic telephone etiquettes.
• Train them with basic manners  when talking  to customers/leads etc.
• Check whether they are good in local language or else do not allow them to talk.

It is important to have a re-thinking from both employer and employee side and have corrective measures or else they could be in trouble, because today ‘there is no monopoly’

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This is a story of a person (Arun-name changed) who was working with me some years back.

He was with our company as an office assistant, since his qualifications never attracted better jobs.

Our company was into Web Design & Development, animation, graphics etc. We had a team of designers, but drawing skills were limited.

Once we got an animation project. We required having some birds for the project, we thought of having the pictures from internet, but could not succeed to have a better one.

Suddenly, one came with an idea, he said Arun used to draw, he has skill. We approached Arun, he said would try. Ultimately, we got what we were looking for.

The project went smoothly, client was so happy.

Later on Arun tried to learn computer skills. He started learning Photoshop, Flash in his free time. The design team helped him.

Now after 5 years, he is a well paid designer with an MNC. Well versed in Photoshop, Flash, Flash Action Scripting and CSS.

When I got this information, I was thinking if he did not have an opportunity, he would have been in the same position with that company or some other. But he took the pain to learn and succeeded.

I always tell my colleagues to identify each person’s extra capacities, abilities and utilize. In that manner we are utilizing their capacity and giving him/her an opportunity to understand hidden qualities.

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Most of us might have experienced lot of troubles in working environment, some times a virus attack our system; it could be a spyware or malware. Once I got a malware, it took 2 days to find a solution and rectify the same. When I talk about it in a gathering, there was another person who had affected with the same issue.

If I knew that he had such an encounter, I could have asked him and solved the issue within minutes. But unfortunately I did not have that information.

The very same day we decided to have a ‘knowledge base’ which work in our local server. If any person has any trouble and he/she could solve it, they should enter these details in the knowledge base. Since we have a strict time management practice no one can escape from entering it.

Advantage of such a system

• Issues can be solved quickly.
• No need to spend time on reading forums and find a solution. (Already a person have spent time on that subject)
• Can be discussed with that person if any doubt occurs, (since he/she have found a solution it may not be easy to forget it)
• It works offline, so no wastage of time if you do not have  internet when you face some issues.
  

Today, we have a huge database of problems. I hope this practice can enhance your time management practices.

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