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Neil Miller November 11, 2013 Filed Under: #CustomerIsAlwaysThere, #TimeIsEternal, Daily Living

What India Wants from You

What India wants dgrobinson

Just 5 minutes Madam

Kindly be on line

Can you adjust a little?

You should lower your expectations

It will be just 5 more minutes

Would you like some tea coffee?

It’s better if you do it this way

We are all the same, no?

Forget about yesterday

Can you move a bit more?

Only 5 more minutes

The first quote was not inclusive of these additional charges

Forget about the future

I think you are liking it here, no?

It will be a few more days

Please have a seat

Can you adjust a little more?

Sir, please wait 2 minutes

Let me check on that and get back to you

See, India is a very nice place, yes?

You should lower your standards a little bit

Please give up

It will be just 2 minutes

Anything else I can assist you with?

Oh, and then there is the deposit which you must pay

You are liking Indian food, yes?

More tea coffee?

Just 1 minute…

 

Photo Credit: dgrobinson on Flickr

 

Neil Miller November 6, 2013 Filed Under: #ChaosBeatsLogic, #GreyIsWhite, #TimeIsEternal, Transportation

How To Take 10 Hours to Drive to Bangalore from Chennai

There are no really bad ways and no really great ways to get from Chennai to Bangalore.  Bus, car, train, even plane – all have their benefits and drawbacks.  Faced with one client meeting at noon and another at 3pm and an open weekend ahead of me, I opted to leave in the morning and drive.

Any Indian will tell you with full certainty that it takes exactly 5 hours to drive to Bangalore.  However, I have never actually experienced this in my life and am still not sure it is physically possible.  (Though I now hear myself saying it to others as well.)

Here is my story.  I marked my mistakes with a * and good ideas with a ^.

My original plan was to leave at 6 am, giving myself a good extra hour to reach.  As I told my friends, they continually told me to prepone my departure time to avoid traffic, so I left at 5 am^.   [Read more…]

Neil Miller November 4, 2013 Filed Under: #CustomerIsAlwaysThere, Daily Living

Ineffective Customer Service Strategies

Staff Overkill Customer Service India 

Given the struggle with customer service in many parts of India, it makes you wonder how much is the result of intentional decisions and how much just happens that way.  One can only imagine a fictitious boardroom meeting like this:

Ok, next on the agenda is how to have great customer service.  Any ideas? 

Definitely the most effective approach we can take is to pack the store full of associates who can stare at customers when they come in the store.

Brilliant!  People love being stared at.  What kind of training will these associates need?

Aside from staring, they should be good at memorizing and repeating product specifications that can be easily read off the product itself.  Anything more than that would be overkill.

What if a customer has a specialized question they need answered?

Associates can just repeat the same specifications.

Ok, I like the simplicity of this approach.  What if a VIP comes in the store?

Then we should all be there to greet him/her.  He should meet the General Manager, the Assistant General Manager, the Regional Manager, the Assistant Regional Manager, the VP of Sales, the VP of Operations, and the Regional Sales Head.

Not the Finance Head?

No, he’s not very sociable, so it’s not a good idea.

Ok, now what if the customer has a problem with something?

That’s easy.  We will simply wear them down until they give up.  Everyone gives up eventually.  We will make our systems complex enough and just inefficient enough so that they stay with us, but the entire experience will be enough to make them scream.

That sounds a little harsh.  Won’t they just go to the competition?

No, I’ve arranged it with our competition so that they have the same plan we do.

Ok, great.  But what if they want a refund or their money back?

(Awkward long silence, followed by hilarious laughter)

Hahaha!  Good one, sir!  You had me going there for a second! Yes, of course we will never give cash back for any reason ever.  But seriously, in that case we will give them a voucher to force them to continue shopping only at our store and we will increase the number of people staring at them so that they feel cared for.

Fantastic.  Let’s get to work.

 

 

More on #CustomerIsAlwaysThere

Photo Credit: Rob Greg on Flickr

Neil Miller October 20, 2013 Filed Under: #ChaosBeatsLogic, #GreyIsWhite, #TimeIsEternal, Cultural Adaptation, Daily Living

Survival Skills

Alexander_troops_beg_to_return_home_from_India

I’m going to try to change things around here. 

OR

That’s just the way things are, what can I do?

If you are like most people, these two thoughts tug at you constantly while in India.  One minute you are inspired to make a difference and change something for the better.   The next, you give up because you realize nothing will ever change.  Then you start to see things move in a positive direction.  Then you are struck at how nothing has moved at all.

Two steps forward, two steps back.

At the office, you try to implement strict processes and timelines and yet they seem to inevitably break down and fizzle out over time.

You feel compelled to give some money to the child who comes up to your car, hoping to make a difference in her life, and then later find out she is a part of a gang which keeps her in poverty her entire life.

History is filled with people who have come to India with big dreams and huge change initiatives.  It is also filled with clumps of hair and screams of those who are tasked with implementing them.

Here’s a very brief and over-simplified view of a few key moments in Indian history that might help.

Alexander the Great – At the age of 30, Alexander had already conquered all of Greece, Persia, Babylon, and most of the known world at the time.  His last great dream was to extend his kingdom to what the Greeks considered “the end of the known world” which was northwest India.  After having defeated incredibly powerful armies, Alexander’s own army mutinied somewhere near Punjab and refused to go any further.  Alexander left an officer as a satrap there and soon died without having fully realized his dream of conquering the whole world.

Mughal Empire in India – The Mughals came into India in 1526 through Babur and held large influence in India until the mid 1700s.  They were the complete rulers of the day.   Along with establishing the first empire that spanned most of modern-day Indian and Pakistan, they brought in a new renaissance of architecture and mathematics that the native Indians accepted and used to their own advantage. However, one of the early aims of the Mughals and other Muslim rulers was to see large conversions to Islam.  Try as they might, this was one thing that never happened on a mass scale.  Indians held onto their own beliefs while still participating in the kingdom.

British Raj – In 1858, the rule of the British East India Company was transferred to the Crown of England and so began about 90 years of British rule in the subcontinent.  But the British had been there much earlier, seeking trade and spices and finding a fortune to be made.  Within a very short time, the British had conquered the largest parts of India and had subdued an entire subcontinent.  The British tried their best to convert India into a true bureaucracy, making “modern men” out of Indians, and converting them to Christianity, but that never happened to a large extent.  They remained who they were.

 

How does this relate to the fact that you are visiting the customs officer for the eighth time and trying to figure out if you have to/should give a bribe to the officer to get your stuff from the shipping container?  How does it help you choose between the two thoughts we started with?  What does India want from you? 

To take a page from history, she wants your talent, your brilliance, your insight.  She will take your money, your investments, your ideas, your questions and your doubts and will let them live and breathe and have space here.  You can add to the richness of life in India and augment people’s lives in ways you never knew possible.

The only thing she doesn’t want is for you to try to change her.  That’s where you will bust your head.  In 3,000 years, there have been extremely few cases where an outsider “changed” India as a country, and it is unlikely you are going to be one of those stories.  You can make her better and teach her new skills and help grow her understanding, but if a “culture change” is on your agenda, you are likely to live a short life here.

There is a time to give and a time to give in.

When you should give:

  • When you are dealing with an Indian (individual), not in a crowd
  • When you have a skill to teach like planning and pacing
  • When you see a specific need you can address (like taking care of your maid’s cataract surgery)
  • When you are working under an Indian’s authority and direction
  • When you are participating in an existing movement stated by Indians like asking for a receipt for your “ticket” instead of paying a bribe

When you should give in:

  • When you are dealing with India as a country
  • When a stranger cuts the queue in front of you
  • When someone cuts you off in traffic
  • When you are with the masses
  • When you feel the need to “start something new”, or “teach someone a lesson”.

 

This balance will be the key to your survival in India.  Give and give in.  Which one should you do today?

 

More on Daily Living

Photo Credit: Antonio Tempesta [Public domain], via Wikimedia Commons 

Guest September 21, 2013 Filed Under: #ChaosBeatsLogic, Daily Living

Fighting Mold

Fighting mold spiritchasa

Our first home had a lovely little balcony on it which peeks out to the ocean just over the vacant lot filled with trash.  Honestly, it was a really nice feature of the home and I wish we utilized it more.  One reason we don’t is that there are very few months out of the year when a person can reasonably sit outside and not sweat all the time. However the second reason is that there was an ever-present mold problem.

The balcony was made of red hexagon bricks.  No matter how much I swept or tried to keep it clean, there was always some black colored mold that grew on the tiles.  The only way I knew how to get rid of it was to take some cleaner and go out there and scrub the daylights out of.  The first time I did it, I had a good I’m-taking-care-of-my-home feel.  However, when the mold came back a few weeks later, I was not so happy.

For the next few years I would go back and forth, cleaning, scrubbing, and then watching it all grow back again.  I started to lose hope, but when my son started wanting to go out there on his own, I was renewed with a vigor to keep it clean.  That motivation lasted for a while, but I knew it was still a never-ending battle that I wasn’t excited about.  Scrub, then more mold.  There was no hope.

Our flat society had decided to paint the exterior walls of our building.  The painters worked for a few weeks, painting all the walls white (literally with nothing more than 4 inch paintbrushes).  Then they started doing some of the railings and outside doors too.  One day, I came home and my wife slowly lead me to the balcony.  The painters had put a fresh coat of red paint over all the moldy bricks that made up the balcony floor.

It was one of the best days I’ve ever had in India.

#GiveIn

Photo Credit: spiritchasa on Flickr

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© Neil A. Miller, LearningIndia.in, and Madras Media Marketing LLC 2013-2015. Excerpts and links may be used, provided that full and clear credit is given.